Prince Waikiki

Birthday week in Hawaii

10.0

I had a wonderful stay! The room was clean and comfortable, the staff was friendly and helpful, and the location was great. I would definitely stay here again and recommend it to others.

Expected more

4.0

Unclean room when arriving - first time staying here and it was recommended by a friend. When I arrived there was 4 dirty beach towels that were still wet and one of the beds had been layed on/ used. Sheets and pillows were moved around. I slept on the second bed and didn’t ask for staff to clean as they did the next day and just got off a 6 hour flight and was tired. Elevators were slow, crowded to max capacity at busier times of the day with no air conditioning. No personal space.

Relaxed yet attentive service.

10.0

Excellent food. Excellent service.

Problems with room facilities, slow elevators

2.0

Really needed good night sleep and working facilities. Fridge wasn’t getting cold so anything I had in their spoiled that I needed for an early morning. Needed engineering twice. Room service didn’t open till 7. Toilet handle broke and wasn’t working so had to wait for engineering again. At least the engineers were nice. Bed wasn’t that comfortable. Couldn’t get a hold of front desk and had to call repeatedly at certain times. Valet folks were great. Everyone always seemed in a rush. Just really needed this to be an easy and good night rest for business and it was anything but and was a total waste of money.

Disappointed

4.0

Front Desk & Valet Experience Kristyn checked us in when we arrived late. It was clear she was tired, and although she tried to appear energetic, her body language suggested she was ready for her shift to end. The actual check-in process was smooth until I asked about the complimentary activities and amenities included with the resort fee. She responded by saying that because our resort fee had been waived as part of the gift certificate, we were not eligible for those amenities. This didn't seem right. My understanding is that resort fees cover access to amenities like the pool and other included activities. Based on what she told us, it sounded as though we couldn't use any of those amenities simply because the fee had been waived, which didn't make sense. 4 hours before checkout, I inquired if a one-hour late checkout was available. The older front desk agent immediately said no without even checking the system. It gave the impression that she simply didn't want to accommodate the request rather than confirming whether it was actually unavailable. The biggest issue, however, involved valet parking. Our gift certificate included complimentary self-parking, so that was our original plan. Unfortunately, our truck could not fit into the parking garage because the clearance is only 6'1". Our truck is completely stock with no modifications, yet it was still too tall. When we pulled up to valet, the valet attendant told us not to worry. He explained that because we couldn't use the self-parking garage, they would valet the truck but only charge the self-parking rate—which, according to our gift certificate, was complimentary for our stay. At checkout, however, I noticed a $26 valet charge on my bill. I explained the situation to Kristyn, who was also handling checkout. She appeared unsure of what to do and seemed to communicate with valet through the internal chat, even though the valet staff were only a few steps away. She eventually told me that the valet attendant should not have made that promise and that the charge would remain. Her only solution was to tell me I could dispute the charge by email, we all know how slow and frustrating this process is. What disappointed me most was the lack of ownership Kristyn showed. Rather than speaking directly with the valet attendant or taking a few steps to involve a manager and resolve the issue, the response was essentially, "You'll have to email us." By that point, I was frustrated and said no need that i would just pay for it. The issue was never about paying the $26 it was about if an employee of yours made a promise(showing that he/she is empowered) you as a hotel should honor that and it wasn't like i was asking to honor a $1000 promise was only $26. Prine Waikiki needs to do better, train your stuff on what it means to be empowered to own a problem and resolve an issue. OR are your employees not given that freedom, and are scared to get written up or worse terminated to resolve guest issues? than that is a management issue and needs to be addressed.

Love it here

10.0

We're locals but every time we need a place to go relax or the kids to enjoy we go to Prince. Kids enjoy the pool, the side pool ordering and the service is pretty sweet.