Downtown Satellite City Hall — Local services in Honolulu

I went to the Downtown Satellite City Hall to get a Hawaii State ID duplicate this morning 18 March 21.  I had a reservation for 10:30 a.m.  The man that greeted me at the door prior to check in asked if I had a reservation.  I told him yes and showed him my printout with the confirmation code.  He couldn’t find my name on the list and asked me to wait on the side while other customers proceeded to go in for their appointments.  After about 10 to 15 minutes of waiting, the gentlemen said I had to make another appointment on line because I may have cancelled my appointment by mistake.  I told him I made the appointment on 12/21/20 and had confirmation.  I also said I did not cancel my appointment and been waiting 3 months.  He went back inside the building, and I waited another 5 to 10 minutes.  Finally, he came back out and let me know they will take me, but I cancelled my appointment.  I asked was it possible the system made a mistake.  He said no way it was on my end.  I didn’t argue his point as he reminded me “I’m letting you in”, which to his credit he did.  I was greeted by Ms. Nicole in a very professional and pleasant way.  She provided OUTSTANDING service that made me forget about the mix up with my appointment.  Ms. Nicole is a credit upon herself and your organization.  Please express my sincere gratitude for her service; it is greatly appreciated and made my morning go great!  Thanks to all of you and what you do during these trying time (COVID), including the gentlemen that greeted me...

My appointment was for my driver's license renewal. Once you've made your appointment online, arrive at least 10 minutes before your time, stand behind the blue line in front of the door. A clerk will come out and ask you for your name and appointment time and the reason for your visit. I had screensaved my online ticket on my phone for verification. If you have not filled out a prior application online and had it printed out, they will give you an application to fill out while you wait. They will call you in when the desk clerk is available. In my case it was less than 3 minutes after my scheduled time. Proceeded to the clerk, showed proper forms, took the eye test, answered simple questions, paid for the renewal and waited a short while for processing. Got called to the counter, took electronic fingerprint and signature scans then the license photo and waited about a minute for the temporary to be printed and was out the door within a half hour after I arrived. The staff was patient, efficient, professional and very pleasant to work with. Easily the smoothest license renewal I've experienced...

Worst one I've been to, by far. Their "system" for bringing people in the door is atrocious. The lady at the door was unfriendly and completely inattentive but happy to help her friend out and talk story while everyone else waited. I checked in 10 minutes before my appointment. 30 minutes later I was still standing outside, with my 1 year old daughter i should add. Multiple people with appointment times after me were let in; I could hear them saying their appointment times. Waited until I asked the bouncer lady what was happening, to which she replied by asking me the same questions as when I checked in 30 minutes prior. I waited 50 minutes to be helped. Fifty! I had an appointment, I was helped 40 minutes after that appointment time. What's the point of having an appointment at all?! Never will go again. The person at the window, who actually helped me, was awesome, but damn getting there...