Last edit by: margarita girl
Hotel email: [email protected]
Latest Email: [email protected]
Resort fee inclusions: https://www.qpendium.com/presentation/baseline/263/?1
Latest Email: [email protected]
Resort fee inclusions: https://www.qpendium.com/presentation/baseline/263/?1
Sheraton Waikiki, Honolulu, Hawaii [Master Thread]
#1306
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
Except that the current Sheraton brand standard for the welcome amenity is "breakfast in restaurant". No mention of "continental breakfast."
#1307
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,116
I do agree with the give feedback to management and vote your wallet philosophy!
#1308
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Día Amb, Hyatt Glob
Posts: 15,472
3. Breakfast in lounge for member + 1, if the hotel has a lounge. This is in addition to the Platinum Elite welcome gift, which could be breakfast for member + 1 in the restaurant. No alternative benefit if the lounge is closed.
— Le Méridien (only at locations with a lounge)
— Sheraton (only at locations with a lounge)
— Westin (only at locations with a lounge)
https://www.flyertalk.com/forum/marr...explained.html
I believe the reason the hotel became so stingy with breakfast is they shut down their buffet two weeks ago, so everything is made to order. That must really drive up their cost.
Edit: Now that I re-read this, it sounds like one could choose breakfast in lieu of welcome amenity!
Last edited by margarita girl; Sep 19, 2021 at 5:23 pm
#1309
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,299
One could try. An awful lot of properties have flat-out rejected the notion that the guest has the right to choose, and we have conflicting reports from Marriott whether the "choice" belongs to the property or the guest, with Lurkers saying it's the guest's choice, and Marriott cs saying it's the property's.
#1310
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Día Amb, Hyatt Glob
Posts: 15,472
One could try. An awful lot of properties have flat-out rejected the notion that the guest has the right to choose, and we have conflicting reports from Marriott whether the "choice" belongs to the property or the guest, with Lurkers saying it's the guest's choice, and Marriott cs saying it's the property's.
#1311
Join Date: Oct 2002
Location: Here there everywhere
Programs: Bonvoy Lifetime Titanium, Hilton Diamond, IHG Plat, BA Silver, Aegean Gold, Aeroplan 25k, AA EXP
Posts: 2,822
It's hard to know where to lay the blame - Marriott, or the Japanese owner, who no longer seems to care about offering a great experience. Either way, the situation is bad enough that it warrants looking into non-Marriott properties for a better experience, and not staying at the SW would be a sad change given my 20+ yr history there.
I stayed at the SW a few months back when things seemed to be rebounding and Waikiki felt very different to pre-covid, a different vibe altogether with virtually only American tourists. Even then though, not much was going on. I can't imagine how things must be right now.
#1312
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,299
#1313
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,008
As someone who has stayed and continues to stay on Oahu innumerable times over the years, I think the Sheraton is doing just fine.
The hotel itself is doing a great job at maintaining the facilities and treating repeat guests well. Though, being under the Marriott flag does mean they do have to tow the line with respect to the trickle down culture from the current CEO. Yes, that’s meaning a change to some benefits like breakfast.
That being said, all industries undergo change. There seems to be a romanticism about the past, such as the post WWII era of air travel and hotels where you’d have a cart of prime rib rolling down the aisle on a 747 in First Class. That style of travel and hotel experience is long gone as the industry has fundamentally changed to match the needs of those who are actually traveling.
If you go to Oahu or the Sheraton expecting the exact experience of your decades past trip, you’re going to have a bad time. However, if you go expecting a clean, modern hotel with friendly service you’ll be pleasantly surprised.
Nothing is forever, even visit the same place or hotel week over week will eventually look quite different as the years pass. Change isn’t necessarily bad, and the Sheraton is far from dwindling.
I’d recommend the Sheraton for families, the RH for a more quiet experience, and the Moana for the view.
🙌🏻🍹
The hotel itself is doing a great job at maintaining the facilities and treating repeat guests well. Though, being under the Marriott flag does mean they do have to tow the line with respect to the trickle down culture from the current CEO. Yes, that’s meaning a change to some benefits like breakfast.
That being said, all industries undergo change. There seems to be a romanticism about the past, such as the post WWII era of air travel and hotels where you’d have a cart of prime rib rolling down the aisle on a 747 in First Class. That style of travel and hotel experience is long gone as the industry has fundamentally changed to match the needs of those who are actually traveling.
If you go to Oahu or the Sheraton expecting the exact experience of your decades past trip, you’re going to have a bad time. However, if you go expecting a clean, modern hotel with friendly service you’ll be pleasantly surprised.
Nothing is forever, even visit the same place or hotel week over week will eventually look quite different as the years pass. Change isn’t necessarily bad, and the Sheraton is far from dwindling.
I’d recommend the Sheraton for families, the RH for a more quiet experience, and the Moana for the view.
🙌🏻🍹
#1314
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,116
I don’t view it as a waste. Personally, I prefer staying at the Moana and supporting the hotel and locals which they employ. 🤙🏻
Last edited by anteater; Sep 19, 2021 at 9:24 pm
#1315
Join Date: Jan 2011
Location: Mountain Time Zone
Programs: AS Million Miler/Marriott Lifetime Titanium/ IGH Ambassador
Posts: 5,980
As someone who has stayed and continues to stay on Oahu innumerable times over the years, I think the Sheraton is doing just fine.
The hotel itself is doing a great job at maintaining the facilities and treating repeat guests well. Though, being under the Marriott flag does mean they do have to tow the line with respect to the trickle down culture from the current CEO. Yes, that’s meaning a change to some benefits like breakfast.
That being said, all industries undergo change. There seems to be a romanticism about the past, such as the post WWII era of air travel and hotels where you’d have a cart of prime rib rolling down the aisle on a 747 in First Class. That style of travel and hotel experience is long gone as the industry has fundamentally changed to match the needs of those who are actually traveling.
If you go to Oahu or the Sheraton expecting the exact experience of your decades past trip, you’re going to have a bad time. However, if you go expecting a clean, modern hotel with friendly service you’ll be pleasantly surprised.
Nothing is forever, even visit the same place or hotel week over week will eventually look quite different as the years pass. Change isn’t necessarily bad, and the Sheraton is far from dwindling.
I’d recommend the Sheraton for families, the RH for a more quiet experience, and the Moana for the view.
🙌🏻🍹
The hotel itself is doing a great job at maintaining the facilities and treating repeat guests well. Though, being under the Marriott flag does mean they do have to tow the line with respect to the trickle down culture from the current CEO. Yes, that’s meaning a change to some benefits like breakfast.
That being said, all industries undergo change. There seems to be a romanticism about the past, such as the post WWII era of air travel and hotels where you’d have a cart of prime rib rolling down the aisle on a 747 in First Class. That style of travel and hotel experience is long gone as the industry has fundamentally changed to match the needs of those who are actually traveling.
If you go to Oahu or the Sheraton expecting the exact experience of your decades past trip, you’re going to have a bad time. However, if you go expecting a clean, modern hotel with friendly service you’ll be pleasantly surprised.
Nothing is forever, even visit the same place or hotel week over week will eventually look quite different as the years pass. Change isn’t necessarily bad, and the Sheraton is far from dwindling.
I’d recommend the Sheraton for families, the RH for a more quiet experience, and the Moana for the view.
🙌🏻🍹
At the end of the day the islands ( and this has been said countless times over the years) need to look elsewhere for income and depend less on tourism. As for tourism I define that as mainland US and Asian combined the islands can not be dependent on a single sector. Another point on the lounges etc returning once the Asian traffic picks up true remembering that travel agents in Japan and elsewhere typically sell packages that include access to the lounges. Look at the Hyatt two floors solely for the Asian traffic, they all got down for breakfast included thus the traffic jam!
We all will adjust our travel habits and depend less and less on loyalty benefits.
#1316
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,008
Perhaps the theory about Japanese tourism is correct, especially given the ownership of these Waikiki properties, and back in May while strolling past the JAL departure gate at HNL and seeing about 12 people sitting there waiting to board I figured the problem is pretty serious, but continuing to dumb down the product using Marriott's "minimum standards" as a lame excuse will not draw the discerning visitors to these properties. As leisure travel continues to slide off a cliff with back to school and tightening restrictions in Hawai'i, the smarter business decision would be to enhance service offerings for elite and higher value customers to make sure they choose the SW, RH or Moana over a competing property or private stay option vs removing any last vestiges of specialized recognition to the point where you'll get more amenities at the Holiday Inn Express.
If volume is going down, attracting higher margin and loyal spenders to the hotel perhaps with some floors shut down to conserve costs, is the better approach. Maybe even a "hotel within a hotel" experience for repeat, or Plat+ customers with designated check-in, a proper hot plated breakfast, reserved chair at the Infiniti Pool (claim it by x:hour or it goes to someone else waiting), and something as simple as a coupon book to use at local restaurants and businesses in the area. If someone was staying with me 3-4 times a year, I would have management offer them r/t airport transfer by Uber if they are not renting a car.
The problem with the travel industry in general is foolish, short-sighted leadership that focuses on cost cutting vs incentivizing spend. In truth, you can do both - cutting costs for low margin, bargain customers and enhancing the product for repeat, loyal customers who spend more.
I get emails throughout the year from independent or smaller chain boutique or resort properties offering me special incentives or services to come back - in fact, one of the most frequent emailers is the Kahala, which is where I believe the SW's beloved Kelly Sanders ended up running the show, if I'm not mistaken.
After a 20+yr relationship with the SW, do they ever email me? Nada.
#1317
Join Date: Jan 2011
Location: Mountain Time Zone
Programs: AS Million Miler/Marriott Lifetime Titanium/ IGH Ambassador
Posts: 5,980
What you're describing is charity, and I am not traveling anywhere to sprinkle dollars around while I have a stressful, miserable experience.
Perhaps the theory about Japanese tourism is correct, especially given the ownership of these Waikiki properties, and back in May while strolling past the JAL departure gate at HNL and seeing about 12 people sitting there waiting to board I figured the problem is pretty serious, but continuing to dumb down the product using Marriott's "minimum standards" as a lame excuse will not draw the discerning visitors to these properties. As leisure travel continues to slide off a cliff with back to school and tightening restrictions in Hawai'i, the smarter business decision would be to enhance service offerings for elite and higher value customers to make sure they choose the SW, RH or Moana over a competing property or private stay option vs removing any last vestiges of specialized recognition to the point where you'll get more amenities at the Holiday Inn Express.
If volume is going down, attracting higher margin and loyal spenders to the hotel perhaps with some floors shut down to conserve costs, is the better approach. Maybe even a "hotel within a hotel" experience for repeat, or Plat+ customers with designated check-in, a proper hot plated breakfast, reserved chair at the Infiniti Pool (claim it by x:hour or it goes to someone else waiting), and something as simple as a coupon book to use at local restaurants and businesses in the area. If someone was staying with me 3-4 times a year, I would have management offer them r/t airport transfer by Uber if they are not renting a car.
The problem with the travel industry in general is foolish, short-sighted leadership that focuses on cost cutting vs incentivizing spend. In truth, you can do both - cutting costs for low margin, bargain customers and enhancing the product for repeat, loyal customers who spend more.
I get emails throughout the year from independent or smaller chain boutique or resort properties offering me special incentives or services to come back - in fact, one of the most frequent emailers is the Kahala, which is where I believe the SW's beloved Kelly Sanders ended up running the show, if I'm not mistaken.
After a 20+yr relationship with the SW, do they ever email me? Nada.
Perhaps the theory about Japanese tourism is correct, especially given the ownership of these Waikiki properties, and back in May while strolling past the JAL departure gate at HNL and seeing about 12 people sitting there waiting to board I figured the problem is pretty serious, but continuing to dumb down the product using Marriott's "minimum standards" as a lame excuse will not draw the discerning visitors to these properties. As leisure travel continues to slide off a cliff with back to school and tightening restrictions in Hawai'i, the smarter business decision would be to enhance service offerings for elite and higher value customers to make sure they choose the SW, RH or Moana over a competing property or private stay option vs removing any last vestiges of specialized recognition to the point where you'll get more amenities at the Holiday Inn Express.
If volume is going down, attracting higher margin and loyal spenders to the hotel perhaps with some floors shut down to conserve costs, is the better approach. Maybe even a "hotel within a hotel" experience for repeat, or Plat+ customers with designated check-in, a proper hot plated breakfast, reserved chair at the Infiniti Pool (claim it by x:hour or it goes to someone else waiting), and something as simple as a coupon book to use at local restaurants and businesses in the area. If someone was staying with me 3-4 times a year, I would have management offer them r/t airport transfer by Uber if they are not renting a car.
The problem with the travel industry in general is foolish, short-sighted leadership that focuses on cost cutting vs incentivizing spend. In truth, you can do both - cutting costs for low margin, bargain customers and enhancing the product for repeat, loyal customers who spend more.
I get emails throughout the year from independent or smaller chain boutique or resort properties offering me special incentives or services to come back - in fact, one of the most frequent emailers is the Kahala, which is where I believe the SW's beloved Kelly Sanders ended up running the show, if I'm not mistaken.
After a 20+yr relationship with the SW, do they ever email me? Nada.
I also agree with you with respect to some of the other properties worth a look, I know we are and that coupled with my wife being Hawaiian there are benefits
#1318
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,116
If you’re stressed out by changes at a property such as the SW, you may want to contact management or perhaps the suggestion earlier.. vote with your wallet and not stay at the property. And, there’s our connection.. I’m voting with my wallet; personally, I stay at the Moana because I am treated well (eg it is a good value for me) and they treat their staff well.
🤙🏻🍹
#1319
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
I get emails throughout the year from independent or smaller chain boutique or resort properties offering me special incentives or services to come back - in fact, one of the most frequent emailers is the Kahala, which is where I believe the SW's beloved Kelly Sanders ended up running the show, if I'm not mistaken.
Personally, not really a fan of any of those. If you'd like to stay at one, you must be fully vaccinated starting Oct 15.
#1320
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,008
You'd be incorrect. Sanders oversees Alohilani, Aston Waikiki Beach Hotel, Park Shore Waikiki, Ambassador Waikiki Hotel, Pearl Waikiki Hotel, Hilton Garden Inn Waikiki Beach and Courtyard by Marriott Waikiki.
Personally, not really a fan of any of those. If you'd like to stay at one, you must be fully vaccinated starting Oct 15.
Personally, not really a fan of any of those. If you'd like to stay at one, you must be fully vaccinated starting Oct 15.