When a new luxury hotel opens in Hawaii, expectations run high, to very high. That’s especially true for Renaissance Honolulu Hotel & Spa, the first full-service new-build hotel near Waikiki since 1990. Promising an upscale experience in the Ala Moana area, it offers high-end amenities, a stylish design, and Marriott Bonvoy elite benefits—or at least, that’s the claim.
After staying at the property for six nights, we’re peeling back the polished marketing and social media hype to reveal what guests can expect. While there were some positives, what stood out most were the glaring management failures, frustrating service issues, and questionable design choices that make this hotel a hard sell for us.
Checking in: no leadership, no oversight.
On the first night, we paid the Kama’aina rate, and the last five nights were a great discount that was better than Kama’aina, which we booked through a third party. Teaser: we’ll tell you about this deal tomorrow.
The hotel could not merge our two separate reservations despite multiple pre-arrival calls to streamline our stay. On the day of arrival, we received a text message from the hotel saying that our reservation had been canceled. Another phone call to the hotel determined that they were working on linking the two reservations when a cancellation text was sent in error.
We tried to ensure we wouldn’t have to change rooms, but the issue remained unresolved when we checked in. Two guest agents were required to facilitate our arrival because the two reservations were never linked. We were told that our keys were only good for one night, and we would need to come back the next morning, wait in line, check out, and then check back into the hotel. They told us it was only procedural and we did not have to change rooms.
From the moment we arrived, one thing became abundantly clear—management was seriously missing in action. Over multiple days, we never saw a single senior staff member overseeing operations, even when we asked to speak to one at the front desk and restaurant. When we asked about missing amenities, room discrepancies, or service failures, the response was always the same: “I’ll check with someone.” The problem? There was no one to check with.
Rooms: A study in contradictions.
The rooms at Renaissance Honolulu have some very strong points—large floor-to-ceiling windows, stylish decor, and a high-end fit and finish. Two upper windows open, though there’s no balcony. The room was exceptionally quiet, with no traffic noise, and the wet bar refrigerator was large and high-end. Another standout was the comfortable king-size bed. Rooms also included an electric kettle and a Nespresso machine. A major design flaw was the enormous round support column in the room, positioned in a way that required hugging it when getting out of bed and no desk from which to work.
We paid for and received a corner premier ocean view room upgrade, but the view from the 25th floor was mostly of Ala Moana Shopping Center and adjacent parking lots, and some ocean in the distance (see our lead photo). If we were on a lower floor, I’m not sure if there would have been much of an ocean view. The hotel has 39 floors, so the view will improve as you move up, and that’s something to remember if you stay here.
We shopped at Target for a missing piece of furniture.
The room had only one chair and no desk, just a very small table, despite lower-tier rooms in the hotel showing two chairs and a desk. Odd. When we asked the front desk for a table, they were confused, and the best they could offer was a second, much smaller chair. We went to the nearby Target and purchased a small table for $12 to work on Beat of Hawaii. The large entryway into the room could have accommodated a desk, and we’re not sure why it was omitted in the final room design.
Another issue? Mold. Even though the hotel is brand new, visible black mold was already growing on the shower grout, hinting at poor maintenance and potential ventilation issues. Aveda products were promised, but only a tiny Aveda soap and hair conditioner were provided—other toiletries were off-brand.
The bathroom: Beautiful but deeply impractical.
One of the most baffling aspects of the room was the bathroom. The centerpiece was an oversized Japanese soaking tub requiring an awkward, high entrance step-over. There was no separate shower, meaning every guest—regardless of leg length or mobility—had to climb in and out of this very deep tub to bathe. Worse, the safety handle was installed on the opposite side next to the sink, entirely out of reach when entering or exiting the tub. There was also a random closet in the bathroom, which felt like a strangely wasted space.
Housekeeping: A game of chance.
Housekeeping was wildly inconsistent. Despite being out all day working, we often returned late in the afternoon to find the room untouched. One night out of six, the room was never cleaned. The hotel claimed that housekeeping was available until 7:30 PM, but in practice, it was unreliable. The tea was never refilled. Housekeeping also overlooked some details. The built-in shampoo dispenser leaked into the tub throughout our stay. The shampoo that leaked was cleaned from the wall and tub every day, but the bottle was never replaced, so the problem persisted.
Dining disaster: Mara’s epic failure.
Mara, the hotel’s Mediterranean-inspired restaurant, was a disaster. It recently came under the management of DB Group, which operates several Honolulu restaurants, but our experience was sadly appalling.
We attempted cocktails and pupus in the evening and daily breakfasts that were included in our room rate. Every time, it was a complete mess. There was no host often to seat guests, leaving a growing line in the lobby while tables inside remained empty. Eventually, we learned to seat ourselves and encouraged others to do the same.
Service was painfully slow. Jeff walked into the kitchen one morning after waiting 30 minutes for eggs. Staff members appeared overwhelmed and untrained, with a busser one day suddenly acting as maître d’ the next and server the next. The staff replied to Jeff, “If you can’t wait, leave.”
The menu was extremely limited, never changing, and the food was basic and not in any way refined or elegant. We finally gave up entirely on our last day and skipped the meal that came with our room rate, being unable to stomach another failed and frustrating breakfast. To top it off, the restaurant menu claimed to have English Breakfast tea, yet they never actually had any in stock. Odd again. Since English Breakfast tea was one of the choices left in our room, we brought it to the restaurant, where they ruined it with tepid water. When the server asked how the tea water was, and we said, “cold.,” their response was, “Great.”
Sky Deck with pool and recreation: a rare highlight.
Despite the many service failures, the Sky Deck on the 8th floor was one of the hotel’s best features, including a guest laundry and spa. The property boasts two pools—a beautiful, blue-tiled main pool and a rare heated 25-yard lap pool, which is unusual for Honolulu hotels. However, the lap pool was frequently overrun with kids playing, even though the larger pool was available. Reservations can be made for the lap pool, but it was unclear how that would be enforced given there was no pool staff and even towels had to be sourced from the spa. We succeeded on our third attempt to use the lap pool, and it was a standout.
The outdoor bar and hot tubs were very nice, with the jacuzzis offering strong jets and proper heat. A solid fitness center with free weights, cardio machines, and other essentials was also a standout compared with other hotels.
There were several barbecues to use, which we were looking forward to trying until we found the fee to be $100 because each one was part of a pavilion rental.
The missing lounge.
One of the most misleading aspects of the hotel is the club lounge—or rather, the lack of one. It’s still listed on the website and mentioned in some older reviews, but it no longer exists.
As of September 1, 2024, the lounge was permanently closed and converted into a conference room. Also, Marriott Bonvoy elites now receive 1,000 points per night instead of the lounge breakfast, but that does little to make up for the misleading advertising and lack of amenities.
Valet parking: A comedy of errors.
You might expect valet service to be seamless for $59 plus tax and a load of tips per night. Instead, it was a fiasco.
The ticket provided a number to text when requesting the car, but that feature no longer worked. Calling the front desk proved more effective since the valet desk was often unstaffed, leaving guests stranded or forced to wait a long time.
At one point, the Valet gave us the wrong car keys. He left to get another car, and with no one at the Valet Desk, we retrieved our keys from the drawer where all the tip money was placed. A serious security flaw is that the valet is understaffed, and one person cannot always be at the desk.
Location: convenient, but not Waikiki.
Renaissance Honolulu is positioned across from (behind) Ala Moana Shopping Center. But it’s not close to the beach, and without a car, guests rely on the hotel’s shuttle, which runs once every two hours to Ala Moana, Magic Island, and Waikiki.
The hotel is located on Kapiolani Boulevard, which is not what most visitors envision when considering a Hawaii vacation. While not particularly dangerous, the area is far from appealing. The front of the hotel faces an H&R Block, a rotating presence of homeless individuals on the sidewalk, and a collection of low-end strip mall businesses that do little to enhance the ambiance.
The hotel’s entrance also presents a logistical challenge. Turning left into the property is impossible, meaning drivers must circle the block to access it.
Final thoughts: more hype than hospitality.
For all its promise, Renaissance Honolulu fails where it matters most—service, management, and guest experience. While the recreation facilities and room finishes give it a sheen of luxury, the reality is a poorly run operation with glaring issues that impact comfort and convenience.
Some reviews paint a far more polished picture, but our experience didn’t match the portrayal. For travelers expecting a true full-service experience, Honolulu has far better options. Staying here remains a gamble until this hotel figures out its management failures, service gaps, and misleading marketing.
Beat of Hawaii editors paid entirely for their stay. The hotel did not know about our stay or this review until reading this along with you.
We welcome your comments!
Lead Photo – View from our room on the 25th floor of the Renaissance Honolulu.
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Detailed review. 1) Have you found it as productive to deliver the message to management via the article versus a “big reveal” with them noting that your stay is summarized and will be published as is? 2) If you are disappointed with this location, don’t go through the frustration of AC. Holy crap! I had a business partner stay there; noise, discombobulated room, unprofessional and untrained staff. I personally received contradictions in text, phone messages and in person, which were all untimely as I was trying to book a conference room in advance with hopes of giving them future business. Not going to happen.
I stayed in the Renaissance Residences, occupying the top 30th to 39th floors. These units offer better views, a full kitchen with Wolf appliances, and a Bosch washer/dryer, which was especially convenient for our extended stay. There’s also a small dining table with two chairs, perfect for working on our laptops. The building’s cleanliness and newness made for a refreshing stay.
The location is great—just a 5-minute walk to Ala Moana Shopping Center and around 10 minutes to Ala Moana Beach Park, which is less crowded than other beaches. The area has plenty of restaurants and shopping, without the touristy vibe of Waikiki.
While we agree with the comments on the Mara restaurant’s service, the hotel staff was excellent, and we even got to know the hotel manager by name (Matt!). Overall, we highly recommend the higher units for a more enjoyable experience.
I’ll stick with the ever-reliable Ala Moana for my kama’aina stays in Honolulu. I try to stay as far away from Waikiki tourist traps and traffic as possible. Never had a bad stay there.
I will be waiting for a follow-up to see if they respond to your issues you published. Also, if you made Marriott aware. I realize its a franchise, but it impacts the brand for sure.
Sounds like Las Vegas without the beaches or the gambling. Thanks Rob and Jeff for not mentioning you were from the Beat of Hawaii as the outcome and service may have been a lot different. Hopefully this hotel isn’t the start to some Hawaiian strip like the shape of the view between the buildings and the long stretched out pool. The deep tub you have to climb into. Double charged. Can’t cancel your previous reservation. DeJa Vu Las Vegas would be my thought.
This is a preamble to the “new hawaii”,,, glitz, expensive, all show and no go, etc..Vegas w palm trees (for now )and no gambling. The biggest example is the kakaako (strip), at nite more than half the bldg are lived in. The new “offshore kahala investment” hey ,,no maintenance problems from pesky neighbors. I’m glad I’m old!
Defintely staying with family. I guess the “pox” on tourism continues without abatement. Very sad indeed.
Really!!!! If after waiting 30 minutes for just eggs you are told if you are not willing to wait Please Leave. Where is the Aloha Spirit in that? Bottom line. If employees state I have to ask someone or my manager then no responsibility exists where no employee can be blamed for the issue. Isn’t it normal in Hawaii to get charged twice and receive half of what the photos display. Sounds like you booked 2 rooms and forgot to check the cancellation policy first. IMHO I think you got ripped off. !!!!!!!
Wow! I don’t think I will ever stay at that hotel for the many reasons you mentioned in this article. I prefer to stay at any of the Outriggers and have my breakfast on the balcony, their cafe or breakfast buffet, depending which location you choose. Thank you for warning us so that we don’t have to go through the actual experience ourselves.
Thank you so much for this review. We had been considering this property since it was new and has slick advertising, but we’ll stick with the Ritz Carlton after reading about all the issues you had.
The Renaissance is the brand but is managed by Highgate Hotels. They are very aggressive in Hawaii at taking management contracts and are notorious for being very cut throat in the management ranks. Maybe they are having trouble hiring managers.
I just looked it up on Google Maps. Yikes. Stuck between the shopping mall and traffic gridlock, and nowhere near the beach? What exactly are people getting here? Not ideal for my vacation, that’s for sure.
I tried the new Mara for dinner and completely agree. They were so disorganized, we had to seat ourselves, and after waiting 40 minutes, we just left. No management in sight. I think the restaurant was actually better before the change.
Wow, I was really considering this place for my upcoming trip. But between the location, no management, and that bizarre bathtub setup, among other things, I think I’ll stick to a tried and true with more service.
For $500 a night, they couldn’t even get you a place to work without a trip to Target? I can’t stop laughing. What kind of hotel doesn’t have basic furniture?
That tub situation is a lawsuit waiting to happen. If you need an Olympic hurdle to take a shower, maybe rethink the design.
I used to think Waikiki was too chaotic, but at least it has energy and beaches. This place sounds like it has all the downsides of Waikiki without the perks.
Just ridiculous! Marriott management should be ashamed. You should be given appropriate compensation in the form of a refund or Marriott Bonvoy points. As Marriott Bonvoy Elite status members you should complain appropriately.
Thank you for the honest and useful review which has effectively influenced my decision to look elsewhere for a staycation. Mahalo, Beat of Hawaii. Keep up the excellent work!
Funny, I stayed here last month, and this review is spot on. Housekeeping was totally hit-or-miss, and one day we came back at very late to find the room still untouched. No one at the front desk seemed to care.
I was hoping this would be a good alternative to Waikiki, but being stuck on Kapiolani with no real beach access among other significant concerns? Thanks for heads up.
I was seriously considering this new place, but after reading this, I think I’ll stick with tried-and-true Waikiki options. A “luxury” hotel that can’t even get valet right then charges $59 a night for it.
This hotel looks amazing in photos, but it seems like a classic case of style over substance. Too bad—Honolulu could really use more well-run hotel options outside Waikiki. What happened to the developments near Chinatown?
I was excited about the no resort fee, but it sounds like they make up for it with lack of service. Oh and then the parking. Ouch.
For their price point, I’d expect seamless service and management that actually takes charge. Sounds like they’re coasting on their “new hotel” status instead of delivering.
I love the idea of a lap pool at a Honolulu hotel, but if it’s just overrun with kids, what’s the point? Another good idea poorly executed, it seems.
Wow, this is timely as I was thinking of the Renaissance (among others) for our next trip to Waikiki. Until I looked at photos and was astounded there were no balconies. In a new build hotel! New hotels always have teething problems but this sounds more like systemic issues that will take a long time to be addressed. It does look amazing in the photos but obviously doesn’t meet all the hype. Your review has confirmed I will be looking elsewhere. Thankyou.
Wow…. I’ve stayed at some places that didn’t live up to expectations, but that stay sounds like a new low.
The question would be: If you had to pick one, would you prefer to stay there or the Hilton Hawaiian Village? I know, “neither” is probably the correct answer, but I’d like to know how the two compare in your mind.
Hi Jeff.
We’d probably pick HHV because it has a completely fantastic beach, and is historic. Just be sure you are away from any construction. Having said that, the rooms at Renaissance are nicer, the feeling is more boutique, while the location isn’t all that. Thanks for asking.
Aloha.
Very well done. Objective and more than fair. Sad situation. Having stayed at the Stouffer Waiohai on Poipu, before Iniki took it out and the Stouffer Renaissance Wailea from ‘86 into the millennia, now a Hyatt Andaz, these were well run elite properties. Something’s obviously wrong, as Marriott Bonvoy would be the Property Manager, even if someone else owned the ‘Bricks and Mortar’. It would be hard to recommend this property given location, homeless, and what was a pretty seedy area of Kapiolani until one got to Yanagi Sushi and tge BMW Sealer across the street. It sounds like, the plugs being pulled by Marriott.