The Ambassador Hotel of Waikiki, Tapestry Collection by Hilton — Hotel in Honolulu

In response to this Hotel’s response re “complimentary upgrade” on the third night, there are two thing worth noting regarding this so called “ungraded”. First, (a) each of the 3 facial towels, (b) the sofa, and (c) the pillow has an intense smell of someone’s sweaty feet, in the ungraded room are dirty as shown in the figure. Second, at night the dirtiness called skin irritations as shown in the figure, from 3:28 am when I first noticed front desk, it took them literally 2 hours until 5:30 am to change the sheets, and the housekeeper asked me to do it myself!

Per such experience, I firmly believe that putting me into that dirty “complimentary room” is on purpose, because I complained about the cold shower water and power outrage for the first room and their tech refused to look into it to make sure the power would not go out again.

Horrible Experience – Ruined My Vacation, Damaged My Skin and Belongings

I had the most disappointing and distressing stay at Romer Waikīkī at The Ambassador. I booked this hotel expecting a four-star experience based on its 8.2 rating, but it turned out to be a nightmare.

Major Issues During My Stay:

Health and Hygiene Problems: • The pillow had an unbearable odor like sweaty feet. • After using their bedding, my skin broke out in red, itchy rashes, especially on my face. • The sofa was filthy, with large, visible stains that stained my clothes and Louis Vuitton handbag, causing me additional expenses for cleaning. • Towels were visibly stained and never replaced, even after repeated requests. Cold Showers and Power Outages: • No hot water for the first two days—only cold showers. • A power outage occurred on the third night. When I reported it, the technician dismissed my concerns with, “If it happens again, we’ll look into it.” Completely unprofessional! Terrible Service: • When I reported the foul-smelling bedding at 3:28 AM, it took over two hours for someone to address it. • Housekeeping initially refused to replace the bedding and told me to handle it myself!

The situation was so bad that I left the hotel early and booked another one for the last night of my trip at my own expense. In addition to ruining my vacation and causing physical harm, this hotel’s filthy environment also damaged my personal belongings.

I am demanding compensation not only for my trip but also for the cleaning and repair of my clothes and bag. This was a disgraceful experience—avoid this hotel if you care about your health, belongings, and...

My partner and I stayed 3 nights at Romer while in town for the Honolulu Marathon. We stayed in the City View room with a king bed. Our room and the lobby are newly renovated with a beachy, modern aesthetic. Our lanai was spacious and had a beautiful view of the city. Super comfy bed and the room’s a/c worked great. Unfortunately, this property has a variety of cons that should be considered if thinking about staying at this property. Especially with it not being refundable after booking!

When checking-in they informed they no longer had the king room we had booked available and only had queen rooms. We asked if we could be comped for parking as a consolation, upon this request they were able to magically find a king room instead. There is no self-parking available at this property, only option is valet parking at $47 per day or street parking. Street parking is difficult to find due to the density of people/cars in the Honolulu area. Valet was incredibly unhelpful when I asked about where to go for street parking.

Additionally, there is a $53 per day resort fee and they will charge you for the day even if you are checking-in late and unable to utilize the resort. If you are planning to explore the island and beaches, and not lounge by their small pool, it is not worth the mandatory daily resort fee.

The hallways look like a college dorm or prison with cinderblock walls and exposed pipes running along the ceiling. Doors to the rooms do not have a soft shut or quieter, so you’ll hear doors slamming all night and rowdy guests talking loudly while walking to their room, especially if staying by the elevator. The standing shower was so tiny and the water was always luke warm/cold. I cut my finger on the sliding door and the property has no bandaids/first aid available and advised going to buy some across the street.

Wi-Fi is an additional charge, we did not purchase as we were using the room only to sleep and out on adventures during the day.

When checking-out, we were charged over $300 with taxes, resort fee and valet (we only used one day and they tried to charge us for all three days).

One star because of the blindsiding fees this property slaps on you at check-in/out, especially with it being non-refundable upon booking. Do not stay here if looking for a quiet, relaxing place to rest your head (I got no sleep prior to the marathon due to the slamming doors/loud guests in the hallways). This is not a four star resort as indicated on Google, it is a...

I just left our stay here and totally disappointed. I wanted to like it but will not be back. The lobby looks nice but that's about it. We stayed 4 nights and the first night we lost power twice and an engineer had to come up to fix it. The second day I was truly disappointed when I went to the gym. Very small and shameful that they call it a gym. They have 2 Peleton bikes (1 wasn't working), 1 treadmill that was not working, 2 eliptigos. There is 1 bench and rusted weights. So disappointing as I work out every day. There is no where to do laundry. Day 3 we called and called and could not get anyone at the front to answer the phone. They do house keeping every other day so I try to wait until then to get items in the room refilled but house keeping did not refill our soap, tissues and such. Day 4 was probably the worst of all. My husband dropped me and my two young kids to the room to shower so we can make it to our dinner reservation. It took so long for them to answer from the front desk and I asked for 4 sets of towels. 20 minutes goes by and nothing. I called again. 5 minutes later nothing. At this point my son ended up drying up his body with a medium towel that was left. Then 5 min later I called a 3rd time and nothing. So my daughter was ready to shower but I had to redress her so that we can all walk down to the front desk to get some towels. The girl came out of the elevator with the towels and sorry but at this point my daughter and I still had not showered. Needless to say we missed our reservation. Upon checking out the resort fee is over $53 a day!!! I asked them if they can waive this as we didn't use anything and their gym is terrible and nore did the girl at check in tell us what is included. They said no. Needless to say I do not recommend this place and will not stay here again. Total scam definitely not a 4 star hotel.

Update: Management for Romer Waikiki really cares about their guests reviews and feedbacks! Not even 3 days after my review, I was personally contacted and all of my personal concerns and feedbacks were addressed. I am so surprised and impressed that I received personalized attention to the concerns I voiced instead of an automated I'm sorry to hear about your experience. Management here really stands out and I will always remember that experience as usually nothing is ever done about it. I will be giving them another try the next time I go out to Waikiki. Thank you for caring Romer Waikiki and making my...