4/10 Poor
JOHN ALVIN
Travelled with family, Travelled with family and small children
13 Dec 2024
Liked: Staff & service, amenities
Disliked: Cleanliness
I am a loyal Marriott traveller due to brand, customer service and cleanliness. However, I was disappointed in my recent stay at Courtyard Waikiki. At first entrance at the hotel, we were welcomed and greeted by reception. The main lobby had the Marriott standard and vibe. The staff was courteous and accommodating. As you enter the elevator, you start to see the hotel dated and aged. The elevator handrails was not screwed in well. The carpet was faded. We were situated on the 9th floor where hallway baseboards were peeling paint and light bulbs burnt out (or possible removed to save electricity). As we enter our room, the bed felt and looked clean. But other aspects of the room did not have the Marriott quality. To name a few examples -- drywall was patched. TV remote control was dirty. Metal door hinges were rusty. The worst part of the room was the bathroom which had soap scum on the glass door and mould/mildew around the grout. The sink also had "green ring" around the drain. The hotel has 2nd day cleaning service policy and we had made the front desk aware about our experience on that eve. After arriving from our 2nd day activity, the beds were turned down and tucked in but everything else was the same. Upon our check out, we had advised the front desk management and showed them photos of our experience.