This Business is not BBB accredited

Moana Surfrider, A Westin Resort & Spa

Phone: (808) 922-3111 Fax: (808) 924-4799 2365 Kalakaua Avenue, Honolulu, HI 96815 View Additional Web Addresses

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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Moana Surfrider, A Westin Resort & Spa include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Moana Surfrider, A Westin Resort & Spa
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: August 29, 1989 Business started: 01/01/1969 Business started locally: 01/01/1969
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is 10003225.

Type of Entity


Business Management
Mr. Craig Anderson, General Manager
Contact Information
Principal: Mr. Craig Anderson, General Manager
Business Category


Additional Locations


    2365 Kalakaua Avenue

    Honolulu, HI 96815


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/11/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Bad room and poor hospitality and service I was put in a terrible room over the busy street and driveway and had to be moved 3 times before an acceptable room. Service was horrible as the wait to order food poolside was over an hour and there were no pool chairs. When ordering towels, water etc the wait was excessive if the items came at all. Many of the staff was rude and disrespectful. The phones in the rooms did not work properly including voice mail. The elevators were very slow. There were lines everywhere all the time as the hotel was understaffed for the amount of guest. There was a lack of privacy as staff tried to enter my room while I was taking a shower, my room key was deactivated while I was still in house. Management never responded to the many messages I left them and over charged me at check out. I complained to starwood corporate and the hotel did nothing other than close my complaint

Desired Settlement: Refund of $503

Business Response: Initial Business Response /* (1000, 5, 2014/07/10) */ Our general manager, ***** ********, personally connected with Mr. **** ******** via telephone at approximately 3pm on July 9, 2014. ***** ******** extended apologies and guest was assured that these issues will be addressed immediately. ***** ******** concluded the telephone conversation by providing Mr. ******** with his personal contact information, including email address/direct office line/mobile number, so he may personally handle and look after guest's accommodation upon his return visit to the Moana Surfrider, A Westin Resort & Spa. Initial Consumer Rebuttal /* (2000, 7, 2014/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)