TripAdvisor Traveler Rating
21 Anniversary for the Gaines Couple!
My wife and I booked a condominium from VRBO from the beautiful pictures they posted online. We arrived in Honolulu on our Anniversary late around 1030 due to our flight running behind. Therefore, everyone was gone for the night. I checked into our room and noticed the heat and major rust all over the frig! The tv’s look like monitors, our bed was sinking in the middle, the internet was so bad I had to shut off our WiFi on our phones and The room and blankets smelled terrible really old and stale. It was 74 degrees on the thermostat! I turned it as low as possible, no change! I call for help and I get “we are closed for the evening” please called back. My wife and I are from Alaska, 74degree is like a 100 to us! All night we were miserable no sleep at all and we cannot open the windows or curtains because our bed was facing the walkway to the elevator. I did not want anyone to see up sleeping and plus it was just as hot outside. Got up that Morning before nine to keep from getting my car towed (no parking). After leaving voicemails the night before we left the hotel and made a few calls, no answer so we made another call finally someone called us back and said they were going to send a maintenance guy he showed up two hours later still didn’t fix the problem then came while we were out and plugged in AAC portable unit . We returned and it was off so I turned it on and left again for another hour driving around enjoying the AC. Came back to the condominium and it was 73 degrees this time. I called the person listed again. Keep in mind I am speaking with different people each time. I said this is not what I paid for please refund me or prorate the room so I can find another hotel. The employee said let me check with management. Two hours go by so I send an email to the company asking the same thing. Couple of hours later I get an email reply back saying we are going to refund you for your entire stay, which was 14 days and I would have to wait 10 days. I then call the Surfjack Hotel and spoke with a remarkable young woman called Tasi. She was very helpful and quick! She understood our situation and provided my wife and me with an out. Therefore, we booked one of her beautiful rooms that had a large flat screen tv in the bed room and an even larger tv in the living room. The room was so cold that we felt like we were back home in Alaska. We did not want to leave the room it was so nice. Nevertheless, we did on occasion in order to enjoy the great food downstairs in the restaurant, great drinks at the bar downstairs and a dip in the pool located in the center of the hotel. Not to mention the valet and the front desk, greeted my wife and I every single time we came or left the hotel with a wonderful “aloha spirit”! I was so pleased with their superb customer service that I tipped the valet, bartenders, waiters, and the sweet woman who cleaned our room each morning “every time” I saw them. We love Surfjack hotel and now it is our new spot. As a matter fact, I will bring my three kids, my granddaughter and my wife in August for an important assembly. We’ll book one of their three bedrooms at that time so that our family that live in Hawaii can come and stay and we can enjoy each other’s company for the entire week that we are there. Mahalo “SurfJack” for giving the Gaines Couple an Awesome 21st Anniversary!!!
The service was excellent had no problem w service. The people at the hotel was very nice, service was excellent, housekeeping also was excellent, first time staying at this hotel. And I would stay at it again, yes service, people that work there the way they greet and treat the people is what draws them back, the rooms were superb the only thing my husband didn't like was the bed for him and me it was too hard had a back ache, but everything else was superb, thank you again to this hotel with an awesome staff being a local person, quality service is number 1 and that's what this hotel is i recommend it to everyone especially our locals this is the kind of service we want yes thank you. U all gave made my anniversary stay superb and also your pool people restaurants thank you. From : us pogi's
The most wonderful stay
My family and I just stayed at the SurfJack hotel and it was one of the best hotel to stay on this island. Not only is it affordable but it has a beautiful decor with a really nice cozy pool that our kids enjoyed very much. Our room was fresh, clean, comfortable, beautiful, not to mention the view from the balcony, it was awesome. Everyone, all the staff there was amazing from the valet to the front desk to the housekeepers, everyone was so pleasant and helpful and caring. I fully recommend this hotel to everyone and we looking forward to our next staycation here. Thank the Surfjack hotel for making our staycation relaxing and memorable...
Waikiki’s Best Vibes
Such a great spot - loved the decor and style of the rooms and hotel. They had live music at night by the pool, bikes for us to use during the day. The pool is awesome, great food at the restaurant and coffee bar is a real treat! I can’t say enough good things! The staff were lovely - they treated us so well! Would love to go back asap! Thank you Surfjack!
A hip enclave
Reasonably priced, friendly staff, great restaurant and things like a little cafe, live music, hotel bikes and activities to dip into. Nice to stay just away from the Waikiki strip. Families and kids descend on the hotel during the weekend so beware - kids and pools = screaming. My only gripe is the sickly “Surfrider Scent” that they pump throughout the lobby and wet towel smell so often found in beach hotels.