Best Western The Plaza Hotel Honolulu Airport
🏨 Hotels & Travel · Honolulu
total experiences
replied on google
Most reported issues
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Experiences
The hotel room was filthy, noisy, and had broken amenities.
Hotel environment felt unsafe and noisy with thin walls.
Rooms 225 to 230 suffer from excessive freeway noise.
Front desk staff was rude and unhelpful regarding a reservation error.
excessive room noise and slow internet connection
Hotel charged double the advertised rate for a short stay.
Business reply on Google
Aloha, thank you for your feedback. We're sorry to hear your stay did not meet your expectations. Room rates are confirmed at the time of booking and vary based on room type, demand, and availability. The charges for your stay were consistent with the reserved room type and occupancy levels during that period. We appreciate your comments and wish you safe travels. Mahalo.
The hotel building is dilapidated and the staff is rude.
Inability to control room temperature due to faulty thermostat system.
Business reply on Google
Aloha Brooklyn Bob, Thank you for taking the time to share your feedback and for your continued loyalty as a Best Western guest. We sincerely apologize for the discomfort you experienced with the room temperature and air conditioning system during your stay. We understand how important it is for guests to have control over their room environment, and we regret that the system did not allow you to adjust the temperature to your comfort level. We are also sorry that the solution provided was not sufficient to fully resolve the issue and that this negatively impacted your rest and overall experience. Your comments have been shared with our maintenance and management teams for review as we continue evaluating improvements to guest room comfort and HVAC functionality. We truly appreciate your candid feedback and your long-time support of the brand. Thank you for bringing this matter to our attention, and we hope to have the opportunity to provide you with a more comfortable stay in the future. Sincerely, Best Western The Plaza Hotel
Delayed shuttle service and failure to honor room requests.
Hotel refused to provide a refund for a cancelled booking.
Unfriendly staff, noisy room location, and poor bathroom maintenance.
Poor soundproofing, noisy facilities, and unavailable shuttle service.
unauthorized excessive charges and failure to release holds on account
Front desk staff were disinterested and unwelcoming to guests.
Staff unable to apply VIP status to the reservation
Staff displayed dismissive behavior and lack of empathy after guest injury.
Business reply on Google
Aloha, Mahalo for sharing your feedback. We’re sorry to hear about the challenges you experienced during your stay. We would like to provide some clarification regarding your reservation and interactions with our team. The original room booked through your travel agent was for a unit accessible only by stairs. After you informed our front desk that your father had fallen on the ramp outside, our staff immediately asked if medical attention was needed and offered ice for any potential swelling—both were politely declined. As a courtesy, we provided a complimentary upgrade to TWO rooms with elevator access to better accommodate your needs. In terms of staff interaction, the team member who assisted you at check-in was in fact, Athena. Sharon was not on duty at that time, and Athena was not present the following morning. We regret any confusion regarding names and assure you that our team strives to communicate with transparency and professionalism. We appreciate your comments and understand that your stay did not reflect the experience you had hoped for. Your feedback has been shared with our team to ensure continued focus on service and guest care. Warm regards, Hotel Management Bes
Excessive traffic noise due to poor room location assignment
Business reply on Google
Aloha Ms. Serena Qu, Thank you so much for staying with us. We appreciate your feedback and our sincerest apologies for your guest experience. Hope we have another opportunity to welcome you back. Warmest regards, Best Western The Plaza Hotel
Poor service, uncomfortable room, and inadequate hotel facilities.
Business reply on Google
Aloha Carmen, Thank you so much for staying with us. We appreciate your feedback and our sincerest apologies for your guest experience. Hope we have another opportunity to welcome you back. Warmest Regards, Best Western The Plaza Hotel