Courtyard by Marriott Waikiki Beach — Hotel in Honolulu

Posting to express our extreme dissatisfaction with unprofessional front desk staff, Ms. Christie's rude & unprofessional treatment my wife and I received from Courtyard Hotel during my recent stay at the Courtyard between 12/06 - 12/13. When my wife and I checked-out the morining on 12/13, the front desk, staff, Ms. Christie looked my wife like a dog, she literaly pointed, glazed at my wife in public. I thought when my wife asked her something, Ms. Christie, she could communicate professionally and more effectivley without glazing us; sorry my wife's mother tongue is not native english; we were perplexed at your inappropriate behaviors while checking-out on12/06 at 10:50 am. This reminded us all those inconvience cased by your service. On the other hand I saw you Ms. Christie that she was extremely nice and friendly to their military/male guests on 12/06, she was very accommodating receptionst for their male guests, not my wife.

Additionally, affterr our checked-inon 12/06, we called & asked her to change a different roomm from room 1151 between 3:30 & 5 pm b/c the room was not ready to stay due to the negligence (especially the privacy & the construction noise); however, the front desk staff, Christie focused and insisted my wife to stay in the room 1151 till 12/09 on the phone although the home was not ready at the time. The front desk staff, Christie stasted that "she could change us to a different room on 12/09, which was very old building, are you okay with the old building," (personal conversation from Christie,12/6). With her converstation, my wife felt that that could be abusive/threatened by some kinds of the communism, so we had to obey her words without any options upon our arrival.

IF no room available on the date, Ms. Christie could tell us to stay to the different hotel after canceling their hotel on 12/06; this can be more efficient and effective. Once checking-in, it was hard to move around to differenet hotel/room due to the time-consuming. This also would help to save all of our important time, your GM, coworkers and our valuable time. All these r your responsibility, Ms. Christie. We flew from Seatttle, WA w/ connecting flights to the Honolulu, HI in order to enjoy spending weekend time. Did you get this, Ms. Chrisite?

Furthermore, the front desk staff, Christie ruined our weekend from 12/06 - 12/09 till 6:30 pm. Due to the work trip, we had the only opportunity to enjoy the weekend (12/06 - 12/08) in Honolulu, HI. One day, you will have same like this unexpected experience during your work/family trip to another states, so that you will deeply understand this what we had a bad experiences. Due to her unprofessional guest service standards, this ruined compleletely our important weekend from 12/06 -12/09 at 6:30 pm. However, with Ms. Annabelle, Marisa, Michelle, and GM's help, we were able to sleep peacefully & pounding relaxedly at the differenet room after 12/09, 6:30 pm till checked out to fly to home on 12/13.

Ms. Christie will need to know the basic standard of hotel hospitality such as evaluating possible solutions efficiently, reliable guest experience, loyalty, respect, keeping the guests informed well, and diversity, and enhancing the problem-solving quickly, and acquiring the important aspect of Hawaii's hospitality prior to start working in this field. In addition, you will also have to learn some multicultural skills & awareness, so this will help you to improve the level of the Marriott front desk agent's job duties and description. This also will lead you to treat your Marriott members professionally with no biases and to assist you to reduce your unconscious bias to your Marriott members at your front desk work. I've never this experienced before w/ Marriott front desk stafff. I hope you understand this, Ms. Christie.

P.S. I heard the female's scremaning at night, It seems like she has the co-ccurring disorders/substance use issues, we were extremely tired to move to a differnt room at that timee, so we did not call front...

We stayed here Aug 18-21, 2025. First and foremost, the positive highlights: staff were friendly and the Aloha Amigo Bar and Restaurant on the 1st floor had great margaritas (I don’t think it’s officially part of the Hotel though). Highlight of highlights – the Valet staff. They were great, shout out to Noah!

From there, it sort of goes downhill. I have to give this Courtyard 2/5 stars. If this was a sub-$200/night hotel, maybe it gets 3-4 stars. But, this Courtyard did not meet the standards of the Marriott or Courtyard brand that I’ve experienced (Most recent Courtyard stays include Manhattan and less recently, Phoenix downtown). Here’s why…

Loss of experience due to Construction/Design: Upon arrival, it seems like the hotel is actually 2 hotels side by side, that were converted into one Courtyard location. All of the hotel rooms exit to the outside like a motel, as opposed to a hotel with inside entry ways. The shower in our room was coffin sized, dark and had no lighting. The only lighting in the bathroom was the backlit mirror (nice mirror though). It all definitely looks better in photos. There is no self-parking offered. Only valet, which is $61/day, $68 if over-sized. This makes the cost of the hotel even higher, given it becomes a requirement as opposed to an option. Even the Waikiki Beach Resort Marriott has a parking garage and it’s right on the water.

Loss of experience due to Amenities: There is one elevator for the tower we stayed in (it’s own stand-alone building), for all 12 floors (there are 13, but the elevator doesn’t go to the 13th floor). This elevator is both small, and slow. You have to plan extra time for traffic at the elevator. I can just imagine how frustrated the staff get, when they can’t move between floors (literally one elevator, no service elevator).

The entire hotel also only has 2 luggage carts. So if anyone is hoarding one in their room, or leaves it outside their door on the narrow walkway, you may be making many trips (in the slow elevator) to get things moved. This mattered more to us because we were moving our kid into college, so we had lots of stuff – that’s not the hotel’s fault. And, when we didn’t have a cart, the Valet staff came in clutch – helped by staging our car so we could load it up while out of their way. Again – best part of the experience – the Valet staff.

Loss of experience due to maintenance: When we first checked into our room, the keys/key readers were finicky; had to play with holding the card in a precise spot. Sometimes it unlocked quick, sometimes you’d have to really focus. The first time we opened the door, it was painted shut. It looked as if the door & frame were recently painted, and door was allowed to close before paint cured (I can see the humidity dragging out that timeline). We thought there was an additional lock, until just enough pressure opened the door, you could hear the paint ‘pop’ and see part of the door frame paint stay attached to the door. The paint may have been the only thing sealing the door – as you can see in the pictures, the door has an air gap all the way around it like it’s the epicenter of a data security plan (IT joke). I imagine there has to be some savings in electricity bill if all that Air conditioning wasn’t escaping.

Overall, we did not have a singular bad experience event. But the hotel overall just didn’t meet the standard of a Courtyard, let alone any hotel that costs $1100 for 3 nights (after tax and includes valet). I would not return to this hotel, and it’s the sort of experience that makes a convincing argument to focus on earning more nights/points on my Hilton Rewards instead of Bonvoy if comparing like-priced options next time. Value is the key here- and for over $360/night, this is a 2-star hotel. If it wasn’t for the staff, it’d be a 1-star review. Cut that price in half, and I could see giving it as many as 3 stars… 4 would be a stretch, but the staff would be the only way it makes 4 stars. That elevator experience was hard...

My family stayed here recently for 4 nights and booked a package deal that included a room plus rental car. I was well aware of the $35 resort fee and $58 valet fee prior to booking which were both included in the package price. There is also no complimentary breakfast served; however, there is a coffee shop and market. The hotel is within walking distance to Waikiki Beach, International Market Place, and many popular stores and restaurants.

There are 2 buildings - the main building where the lobby, spa, fresh water pool, coffee shop, gift shop, and market are located. The second building, which is a short walk across the valet stand, is where more rooms and the salt water pool are located. This is where my suite was.

Check-in: I submitted my check-in the day prior and requested an early check-in. I understand it is not always granted. I went to the hotel 30 minutes before actual check-in time and received my room.

Room: Initially booked a deluxe double room and was upgraded to a 1 bedroom corner suite (I’m a platinum elite member). The room was spacious for my party of 5. The kitchen lacked silverware, dishes, and glasses which were listed in the room details on Marriott’s official app. We ended up buying disposable plates, silverware, and recyclable cups. The AC was so strong we were shivering cold and had to play around with the controls until we figured out how to regulate the heat. The shower in the bathroom was small and dark. Not enough counter space or any drawers in the bathroom. I had to use the top of the safe in the closet to keep things organized.

Housekeeping: We were supposed to receive services once during our stay and it did not happen. I had to contact them for more toilet paper, and we helped ourselves to more towels.

Pool: Freshwater pool was good. Hot tub was closed. Barely anyone used the saltwater pool which was smaller in comparison to the other pool. Towels available to use for the pool or at the beach were located in a brown cabinet next to the freshwater pool (main building by the lobby).

Coffee shop: It had limited hours - open from morning to early afternoon only. I attempted to contact them by phone so I could place an order for pick up but it kept going straight to voicemail. I ended up walking across the parking lot to the other building to place my order. I discovered how busy they were when I arrived so it was impossible for anyone to answer phones. From the time I placed my order, it was about a 10 minute wait or so. I was surprised there were not more kid friendly items on the menu. I ordered the avocado toast which was delicious!

Valet: This had to be the most disorganized valet service I have come across. You are provided a scan card which did not work. I had to text a number with my code instead. I waited 40 minutes for my vehicle and was late to breakfast meeting with family. I sent my initial text at 7:50AM. At 8:08AM, I received a text that my car would be ready soon and to make my way to the valet stand. It was another 20 minutes after receiving that message when my vehicle showed up with bird poop scattered on the right rear passenger side door. Another time, valet could not locate the keys and had searched everywhere when they realized it was left in the vehicle. They pack the vehicles in so tight, it is challenging to maneuver around the parking lot. Also, at night (like 2am) they will sound off the car alarms to match vehicles to keys.

Overall: The package price was what led us here. It was the best bang for our buck but there were many flaws. As a platinum elite, I was expecting so much more and was disappointed. We will not be...