Sheraton Princess Kaiulani Waikiki Beach

Guest Reviews from Our Customers

TripAdvisor Traveler Rating

4776 reviews

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  Weird lost and found policy

  We love Princess Kaiulani hotel, especially the princess wing overlooking the pool. Overall a lovely holiday. Clean room, wonderful staff except a couple in reception who I could but won’t name. Excellent entertainment. Splash bar empty most evenings which was a shame for the musicians and Hawaiian dancer. Need to look at prices or advertising so guests are aware of evening entertainment. Negatives. Issue with account which I see is a common issue. I heard other guests when I was trying to sort my account on a couple of occasions discussing issues as well LOST AND FOUND. We found a wallet in our safe 2 days after arriving with a considerable amount of Australian dollars in it and no ID. We took it to reception and the receptionist gave us the 3rd degree. I explained our safe was open on arrival and we just put our folder, passports , jewellery etc in it and closed it. On the second day I was looking for my jewellery pouch and found the small wallet under the felt insert in the safe. I also advised it obviously was the person who vacated our room the day we arrived and if they emailed them and they agreed we could take it back to Australia with us and get it to them. The receptionist was quite off with us , asked lots of questions and said she had to call security which was ok with us but we were made to look like criminals in front of everyone lined up in reception with being re questioned. One of the friendly receptionists advised it was an Aussie in our room day we arrived. Two days later I went to reception and asked if they had been able to contact the ? Owner of the purse/ money and was advised there was nothing documented against our room re the found item and that the person who left the item had to make contact with the hotel as their policy is not to contact them. I said that was ridiculous and if the person was on a cruise home or had traveled onwards to the mainland as we had pre Hawaii arrival they might not have missed it. A simple email to the previous guest asking if they had left anything would resolve the issue. To my knowledge, the person had not contacted the hotel on our departure . I really hope they do contact them which is the reason for my post. I hope they see it. They could still be travelling and not missed it. I personally would have thought if I accidentally left an item in the room or safe that the hotel would send me an email and ask me to describe the item. Their policy needs reviewing. I have left something in a room in Australia and the hotel called me within an hour of my departure.

  Sep 06, 2026
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  Avoid this Hotel

  We booked this hotel based on how it was represented online, and the reality was incredibly disappointing. We stayed in the supposedly “updated” tower, but calling it renovated is a stretch. It appears they may have replaced some bedding and furniture, but the room was still dated and worn. The public areas were even worse. Hallways and common spaces were run-down, poorly maintained, and frankly disgusting in places. The overall condition of the property felt much closer to a budget motel than what I expect when booking a Marriott property. We were so disappointed after checking in that I immediately called Marriott Customer Care to see if they could move us to another Marriott property. I was told they could not accommodate us. I then emailed Marriott directly about our experience and concerns, and Marriott never even responded. Unfortunately, this isn’t my only recent frustration with Marriott, so I’ve started moving my stays to Hilton and have already reached Hilton Honors Silver status. I’ve been loyal to Marriott for twenty years and am a current titanium Bonvoy member with lifetime platinum status, but at some point, repeated issues, and then receiving no response when you take the time to raise them, make you question that loyalty entirely. For anyone considering this particular hotel: I would strongly recommend staying somewhere else. The property we experienced does not remotely live up to how it is presented online.

  Aug 22, 2026
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  Aloha family staff

  Erin front desk absolutely wonderful, pool lady absolutely wonderful cleaning staff absolutely wonderful

  Aug 20, 2026
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  Room overview

  Lovation is good, atmosphere average, rooms very old and smelly , value doesn't worse and pool kina uncomfortable. Too deep

  Aug 10, 2026
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  Zero Complaints

  Stayed there 7/22/26-7/30/26 in room 554. Shout out to the 2 housekeeping staff on our floor, the front desk lady who checked me in (sorry I forgot your names), Duke at bell, Erin at front desk, Kim at the pool! Everyone we encountered (but especially the ones I mentioned) were kind, helpful, accommodating and personable! We stayed here several times and yes, some of the rooms are still dated, and yes, sometimes the elevators don't work, and yes they are currently undergoing more renovations. But HELLO you're in Hawaii, in the heart of Waikiki so I really can't complain! Would and will stay here again and again!

  Aug 07, 2026