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Reviewed 11 October 2018

We stayed at the Outrigger Reef several years ago so we decided to come for a second visit in early October. I should first say that this is a great property in a beautiful setting. However, there are some customer relationship issues that are just ridiculous. First, the check-in process is supposed to be casual and welcoming. It works ok as long as you don't arrive to check in during a busy period or when the hotel is near capacity. It takes about 2-3 times as long to check in compared to other hotels and they hardly ever have enough staff. So the lines can be long and the wait can be 30-60 minutes or longer.
We arrived at the hotel around mid-morning. Since the hotel was near capacity, they did not have our room ready (not a surprise). However, here is the catch, they apparently assign you a room when you first get to the check-in desk and hold it for you until it is ready. That may sound ok, but since they apparently don't have a priority system, someone else who arrives 3-4 hours later may get a room immediately. So, in other words, there is no first-come-first serve process for the same hotel room type. We sat in the hotel lobby and watched while 20-30 people checked in and received their rooms before we did. When I inquired about our room (after waiting in line again), I was told that they could assign us another room that was ready but that they would recommend that we keep the assigned room becasue it was "very nice". They are also supposed to call when your room is ready - they did not. When we finally did get our room, it was not "very nice" as we were told. It was across from the elevator and vending area on a lower floor. Our "partial ocean view" room was more like a "small peak" . We were blocked by the adjacent building and patio and too low to see the sand. The last time we stayed at the Outrigger Reef in a "partial ocean view", we had a good view on an upper floor away from the elevator and vending.
Finally, the Outrigger does not have a Concierge - they have an activities desk. The purpose of this desk is to sell the 10-12 tours/activities that they contract with (for kickbacks no doubt). If you ask about any other activity, they seem to be lost and dumbfounded. For example, I asked about local restaurants and shuttle rides to the airport. In both cases they were stumped and had to use Google to come up with some answers. The second purpose of the activities desk is to apparently provide a contact for the time share desk next to the activities desk. The time-share staff immediately "jump" on anyone that comes to the activities desk and offers to "comp" their activity if they will sit thru a 2-hour presentation. So instead of sitting on the beach in paradise, you might be sitting in a stuffy room with several high-pressure sales people. In addition, if you turn the time share sales reps down, they will continue to chase you anytime you reappear in the hotel lobby.
In summary, this is a nice hotel, but they have lost the "Hawaiian aloha" spirit that made them a preferred place to stay in Waikiki.

Room Tip: Use Charley's taxi service. They are cheaper than regular taxis and Uber and are flat rate ($29 + tax one way to HNL).
  • Stayed: October 2018, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
3  Thank Jatennessee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OutriggerREEFResort, Front Office Manager at Outrigger Reef Waikiki Beach Resort, responded to this reviewResponded 12 October 2018

Aloha Jatennessee,

Thank you for being our valued return guest and taking the time to post a review of your experience. We are quite disappointed to hear that your return visit was not up to your expectations. Service while connecting with our guests is a top priority of our hosts. The long wait at check-in and the lack of welcome from our Front Desk team is not a norm at the resort. We are very sorry to hear that this was not the case during your stay. Your feedback has been discussed with our team for improvement. We also addressed your comments with our Activity & Concierge Desk. As local experts, our Concierge Team assist our gusts with tours, restaurant reservations, and inquiries about the island.

Our Manager on Duty will be following up with you directly to discuss your feedback.

We sincerely hope you give us another chance to welcome you back with a much better experience in the future.

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Reviewed 8 October 2018

This has become one of our favorite Hotels and happy to say that our second stay was just as good as the first. The excellent customer service standards, pristine condition of both the hotel overall and our room was well worth the extra cost. The amentities and close location to downtown Honolulu as well as having the beach at the doorstep makes this resort one of the best on our list. We'll no doubt enjoy another stay on our next Hawaiin visit.

Room Tip: A room with a partial view of the ocean is well worth the extra cost
  • Stayed: September 2018, travelled as a couple
    • Value
    • Rooms
    • Service
2  Thank Jamesa M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OutriggerREEFResort, Front Office Manager at Outrigger Reef Waikiki Beach Resort, responded to this reviewResponded 8 October 2018

Aloha Jamesa M,

Thank you for making Outrigger Reef Waikiki Beach Resort one of your favorite hotels. Your loyalty is greatly appreciated and is what continues to help Outrigger's legacy thrive. We are delighted to hear that you continue to enjoy all our resort has to offer as well as our prime location on Waikiki Beach.
We look forward to welcoming you back!

A Hui Hou & Mahalo Nui Loa!

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Reviewed 7 October 2018

Enjoyed a previous stay in 2015 so much we came back. The hotels location near the shops and next to the beach is a major reason for returning to this hotel. The hotel has an inviting open air lay out and the pool and Kani Ka Pilla Grille bar/restaurant are lovely places to while way any spare time - especially during happy hour [3pm-5pm]. On both trips we have found the staff here very friendly and helpful. We received an upgrade to the 10th floor Ocean tower this time which was an unexpected bonus. Had dinner at the Reef Grill and got to sit by the open air window whilst enjoying a really nice meal/drinks with excellent service. We would like to thank Mili in house keeping for finding and returning a pair of earrings to my daughter after we had left for the big island. The earrings had great sentimental value and it was great to see such honesty and kindness. A handy hotel if you are doing tours and not hiring a car as the Army Museum next door is a popular pick up point.

  • Stayed: September 2018, travelled with family
    • Value
    • Rooms
    • Service
6  Thank Bang4Bucks
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OutriggerREEFResort, Front Office Manager at Outrigger Reef Waikiki Beach Resort, responded to this reviewResponded 8 October 2018

Aloha Bang4Bucks,

Thank you so much for your loyalty to Outrigger Reef Waikiki Beach Resort! We are absolutely thrilled to know you enjoy our hotel as much as we do and hope that you were able to take many photos of the breathtaking view from your lanai. Thank you for taking the time to post your valued review and for acknowledging the "honesty and kindness" displayed by Mili. We are so happy she was able to assist with returning your daughter's earrings to her and are very proud of the Aloha spirit she continues to share with all of our guests.
We hope to welcome you and your family back soon!

Mahalo Nui Loa & A Hui Hou!

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Reviewed 7 October 2018

We had wonderful accommodations - the room and amenities were great. The Voyager 47 Club was wonderful. All of the staff treated us courteously and we could not have been more pleased with our vacation. The location of the hotel is very convenient to the heart of Waikiki. We would definitely stay here again and will recommend it to our friends.

Room Tip: Ocean front with access to Voyager 47 Club was great.
  • Stayed: September 2018, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
1  Thank Maps793453
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OutriggerREEFResort, Front Office Manager at Outrigger Reef Waikiki Beach Resort, responded to this reviewResponded 7 October 2018

Aloha Maps793453,

Thank you for such a wonderful review of our resort and for specifically mentioning your accommodations and our V47 Club Lounge. We are delighted to know that your stay was so enjoyable and our staff was able to accommodate you during your stay. We hope to see you again very soon in the future.

Mahalo nui loa!

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Reviewed 6 October 2018

My husband and I stayed here for 5 days and it was such a great experience. Everyone is so helpful beginning with the check-in/check-out, housekeepers, restaurant staff, pool personnel, personnel working on the beach, personnel in the shops, etc. We were sorry we had to leave. The rooms are well-kept and the entertainment poolside is great. Thanks to everyone who made our experience at the Outrigger so awesome!!

  • Stayed: September 2018, travelled as a couple
    • Location
    • Rooms
    • Service
1  Thank Janice P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OutriggerREEFResort, Front Office Manager at Outrigger Reef Waikiki Beach Resort, responded to this reviewResponded 6 October 2018

Aloha Janice,

Thank you so much for sharing your experience with us. We are delighted to know that your 5 day stay was such an enjoyable one. Thank you for mentioning our staff, we will make sure to mention this to all of them. We hope that you can come back and see us again. It will be our pleasure to welcome you back.

Mahalo nui loa!

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