Best Western The Plaza Hotel Honolulu Airport - Free Breakfast in Honolulu

I recently stayed at this hotel and unfortunately had a very disappointing experience.
The hotel advertises a free airport shuttle, but you must call after arriving at the airport to arrange pickup. After we called, the operator said the shuttle was on the way. However, we waited over 45 minutes and had to call a second time —along with many other guests in line who were also repeatedly calling— before the shuttle finally arrived. The drive to the hotel is less than 10 minutes, so the delay was extremely frustrating—especially since we arrived around midnight and were already exhausted.
We had specifically requested a higher-floor, quiet room away from the elevator. Instead, we were given the complete opposite: a room on the lowest floor, directly in front of the elevator, with a window facing a noisy highway. The traffic noise continued throughout the night, making it very difficult to sleep. To make matters worse, the room’s air conditioning could not be adjusted or turned off, and it was freezing cold overnight.
Our reservation included breakfast, but it was not served until 7:00 a.m. Since we decided to check out early after such a terrible night, we were unable to use it. The hotel also claims to offer a grab-and-go option, but nothing was offered to us. The morning airport shuttle only runs once per hour starting at 5:00 a.m. Rather than wait an hour, we chose to walk to the airport, which takes about 10 minutes. However, there were several homeless individuals along the way, which made us feel uncomfortable.
Overall, the room was overpriced at over $200 per night given the poor service, lack of accommodation for our requests, and uncomfortable stay. I would not recommend this hotel and would not stay here again.