Navy Gateway Inns & Suites Pearl Harbor — Hotel in Oʻahu

I was passing through on the way back from a deployment and had no choice but to stay here. After what I have experienced, if given any choice at all, this place would be my last one. When I first arrived the room seemed comfortable, dated, but comfortable. I unpacked and settled in for the night. The next morning I got awoken to a swarm of ants all over my bed. I notified the front desk and went to down to request my room be cleaned. Without even an apology he told me that ‘Well there is not much we can do today, the pest control service will come in Monday but we will change the sheets’. I didn’t argue with him and left for the day and had a great rest of the day...until I came back that night. I immediately checked the bed and again it was infested with ants. I decided I was going to request another room and went down to the front desk to ask for a switch. Again, I brought up the fact that I had ants in my room and right from the get go the ladies at the front desk were argumentative. They insisted they go check for themselves if there were ants. I didn’t put up an argument and let them check. The building manager supposedly went up and checked and said she could not find the ants (which I have pictures and a video of) and claimed I had someone else in the room with me instead because there was long hair on the bed (it was just me in the room), again another example of the bad housekeeping at this place. I told them about the pictures and the older lady in charge finally gave in and said ‘fine, we’ll just give you another room’. Still no apology but I thanked them and went up to my room, where the key didn’t work. So I went all the way back to the front desk once again to have my key fixed. This time, in the first display of professionalism I have seen during this stay, the building manager came up with me to make sure I could get into the room. Now this room at least was not bug infested but had a broken AC, no hot water and the coffee maker didn’t work at all. I don’t usually write reviews because I like to give places the benefit of the doubt, but for this place I had to make an exception. If you’re planning to stay in Hawaii and have a choice I would recommend you avoid staying here at all costs, enjoy the island and what it has to offer, don’t let this place...

it all began with a front desk person "ellen" who should NOT be dealing with customers. I called before I went in and she told me plenty of rooms no need for reservation and this was at 9am. when I got to the hotel she informed me there were no rooms clean and because I was a walk-in I would need to return at 3pm because reservation guest had priority? I reminded her she told me to come and no reservation was needed because plenty of rooms. I sat in the lobby and watched her check in other guest and she looked at me and said they all had reservations. With that being her logic I left and went to the royal alekei and they made my reservation for me at this facility and I returned with my reservation (that Ellen would not make for me). I gave her my reservation and again explained I need to put medicine in a refrigerator and hoped to get to a room. she kept insisting for me to come back at 3pm even though I now had a reservation. I went back to the main office and got the name of the GM Sue Courtney and her email and number because I had video the encounter and I want her to see just how unprofessional this front desk clerk Ellen is. NO service member retired or active should endure the idiocy I received from this woman. i am going to post the video and lodge a complaint with the joint base IG. the from desk manager was of no use when i spoke to her on Monday to report the event as it seemed they all want to run buffer and keep you from seeing Sue Courtney directly. I heard a lot of excuses from the front desk supervisor and in the end of all the excuses she said sorry for this she should have...

My husband and I are PCSing off-island and staying at NGIS temporarily, and it has been an awful experience from the start.

Towels were handed out with stains on them. If you want clean ones, you basically have to throw the dirty ones in front of your door before they’ll even think about replacing them. Same goes for bedding.

Room service is half-done every time. The garbage gets taken out but no new bags put in. We’re never restocked on toilet paper.

Customer service? Straight garbage. Almost every single person working the front desk is rude, dismissive, and acts like you’re a burden for even checking in.

We even lost power in the entire building, and when I tried to explain that I have an animal who needs a climate-controlled environment, I was met with nothing but attitude. Everyone—from the front desk to the phone line—has been nasty, short, and completely unhelpful.

And to top it all off, I had a staff member cut me off and steal a parking spot while driving the wrong way through the lot.

The service is bad, the respect is worse, and the staff clearly couldn’t care less. This is by far the most unprofessional and disrespectful experience I’ve ever had staying anywhere. But I know nothing will be done about it because clearly this is an ongoing...