At first I was upset that the room was not what expected. Later, I decided not to let my initial disappointment ruin my vacation, so I never pursued my complaints. So I don't know how helpful they would have been (the hotel was booked so I don't think they could have given us a different room).
Positives: front desk was friendly, as were the neighbors! Got towel service when needed. No cockroaches (huge plus in Hawaii).
Negatives: The room we got was not the one we reserved. We reserved the refurbished Studio Suite that looked really cute in the pictures. When we checked in, we were "upgraded" to a One-Bedroom place, which was old-looking and had two twin beds in the main room with a queen bed in a separate bedroom. I didn't appreciate the separate bedroom because it was less cozy than a studio, and the TV was out in the main room instead of in the bedroom. There were no shades over the windows (the window liners were sort of see-through). Their paid parking is ridiculous, we used it the first night but found better free parking all the other nights. Lots of things were broken or missing that would have been easy to fix to make the place nicer-- closet door was hanging on by one hinge, dresser leg was broken, broken coffee pot, no DVD player, Queen bed and pillows were really stiff.
Hotel was cheap and close to the main strip of Waikiki- we got what we paid for! Had a great time with no regrets, but would definitely pay $3 more to try their competitor next time.