Rated 5 out of 5 by Bob4966 We were treated very well
We had a great stay at Sheraton Keahou Kona. Our oceanfront room had a beautiful view toward the north coastline. The room was maintained very well by housekeeping. All staff we encountered were courteous and helpful, especially the front desk people. Normally, we do not dine in hotel facilities, but fortunately on our getaway evening we dined at Ray's. It was a wonderful experience.
February 18, 2014
Rated 4 out of 5 by SPG1 Older hotel
The hotel is somewhat older though the grounds are immaculate and they were painting the outside during our stay. The rooms are large and well maintained although the bathroom needed work (toilet looked industrial grade). The restaurant and bar closed way too early (10 pm) and there are no other restaurants close by to get a late night snack.
February 18, 2014
Rated 5 out of 5 by WhiteBearBob Warm and Cozy
Exquisite accommodations and property.
February 14, 2014
Rated 2 out of 5 by prk2014 Disappointing
My stay was very disappointing. Room amenities were good (as I expected in Sheraton), but bath tub looked dirty. The main reason I stayed here was to watch MantaRay's, but due to high tides couldn't see any (not sheraton problem, but weather). What is disappointing is the Ray's at the Bay restaurant staff kept lying that there will be some one giving half hour speach on Manta Ray's. Many people kept waiting and no one showed up. I asked 3 times and they still kept saying there must be some one talking about it. I was shocked they didn't know exact plan that evening.
January 19, 2014
Rated 3 out of 5 by avflyer Great Staff, Middle of the Road Rooms, Great Value
I have stayed at this property several times in the past year. So, my perspective is from several different rooms / floors / views and my remarks evaluate the property on an overall basis.
The property is a bit dated, but I believe that within the confines of the reduced rate environment they have had in the last few years, they have done a fair job of keeping it up to date. The rooms recently received new carpet and were generally freshened. My latest room had a 37" LG flat screen TV. I always have to call for extra bath towels as they only stock each room with two. The industrial tankless wall mount toilet is a little odd. The furniture is old and starting to not function very well (drawers sticking etc.).
If you are going to HI on business and need WIFI, do not stay here. First, their routers are all ancient "B" routers (11mbps). Second, the band-with pops in and out like a spy-hopping whale. Again, I have stayed in several different rooms in this property and have had the same experience in all of them. The funny thing is that when I call to ask the staff to address this issue, they seem surprised.
Platinum suite upgrades are rare. They generally give you a standard water front room and that is it.
The pool is very nice and very large for this resort. On the weekends this area is overrun by locals and their children. I think the hotel gives good Kamaaina rates on the weekend.
The fitness center is extremely well equipped, and very clean. A+ in this area.
The food is typical Hawaiian overpriced hotel fare. Nothing unusual here. Much better options in town.
I find it odd that they have a hamper at the front desk which is apparently used for used towels. I also find it odd that instead of refreshing your bottled water daily, they give you some sort of certificate for free bottled water.
Beware of the resort fee of $15.00 per day.
I like this place, but with just a little effort it could really become a top notch Sheraton resort. I really would like to see that as options on this side of the island are rather limited.
October 22, 2011
Rated 5 out of 5 by CarolMark This hotel is exceptional!
Our stay was heavenly! The staff was so attentive! The hotel landscape is lush and the sea view from our room was amazing!
We loved morning yoga facing the ocean, hula lessons, walking the pathway along the shore line, resting by the delightful pool and attending the little church nestled on the garden. Great weather, great food....Our vacation was perfect!
January 24, 2014
Rated 3 out of 5 by jwick527 Jon
The sink basin backed up when water was run into it. The shower diverter did not fully activate the shower head so water was still coming out of the tub faucet. As with the sink, the water would not drain out of the tub in an efficient manner so by the end of my shower I was standing in 8-10 inches of water. TIle in and around the shower needed cleaning. I explained this to the front desk and they neglected to offer any compensation or remedy.
February 9, 2014
Rated 2 out of 5 by alohaRena needs improvement
I am a frequent traveler and a long time SPG member. Although the location of this hotel was in a good place, I would not stay here again unless they made improvements.. The hotel is run down and needs updates, especially the rooms. The resort fee is ridiculous especially if you are a SPG gold or above. It should not even be charged. The wifi worked only intermittently, if at all. The price of breakfast was overpriced. During our stay housekeeping left the door to our room open, and it remained open the entire day while we were gone from 6am to 7pm on a tour. Luckily nothing was taken. Only after a discussion did they offer that the resort fee be removed for the the day and a $50 hotel certificate. I felt they should have done more and I suggested that the resort fee be removed for our stay of 4 days. My feeling is that they should have done much more, and I shouldn't have had to bargain with them. I have stayed in a lot of hotels and I found my experience here disappointing.
January 22, 2014
Rated 5 out of 5 by Lora2012 A wonderful place
We have been to this hotel before, several times, though were surprised how much they have improved the service, especially for SPG elite members. We felt welcome from the start, enjoyed friendly caring service responding promptly to all our needs, enjoyed absolute privacy on our spacious balcony and loved the food from the buffet.
The pools are nice for adults and children alike. This place is just great for adults who seek peace and quiet in Paradise.
February 26, 2012
Rated 3 out of 5 by GULBC Great location, but the property needs total upgrade
We were given best treatment that can be expected, but if I'm travelling 10,000 miles to a holiday vacation, I'd prefer to stay in the best available hotel to enjoy everything. The hotel is too old to 'deliver' quality - it should be placed in the budget hotel category.
October 26, 2011
Rated 4 out of 5 by Richard69 This hotel is in a beautiful location
The location is fantastic. However, the rooms need upgrading, as do the facilities. Most pool chairs were ripped and quite uncomfortable. The elevators worked sporadically and we were trapped in the elevator going to our room. The staff recognition of starwood preferred guests, was exceptionally good.
February 5, 2014
Rated 4 out of 5 by HomieG Manta Rays amazing!
We thoroughly enjoyed our visit last week. Our room had a great pool and ocean view plus a spacious balcony. One of the major highlights of the visit was the incredibly friendly staff. We were greeted each day, making us feel welcome. We especially appreciated Jim at the Sliders Bar and our housekeeper, Stella. One of the unique attractions of the hotel was the nightly visit of the manta rays. To be able to observe the graceful mantas feeding in their natural habitat was an incredible sight.
July 1, 2012
Rated 2 out of 5 by Kaimana Business Stay
Room was next to the elevator and it sounded like a plane taking off when in use. Front desk staff were slightly rude and aloof. Waited in the wrong place and no one said anything. I figured it out myself after they helped people who came later. One night there was a loud party of locals next to my room. The pool was filled with non guest patrons who came to work the building expo. Also I heard a couple kids say their parent were working at the hotel. Disappointing since I've stayed there several times and was happy with everything. Going down hill fast. One of my pillows smelled so bad it stayed on the floor the whole stay (4 nights). Not business friendly at all.
October 29, 2013
Rated 5 out of 5 by Bertschtree Concierge & Facilities were excellent; Staff not great
My family & I stayed here the weekend of my wedding. We did not get married at the hotel, but the hotel was a good place to stay!
- Gary, our concierge was a gem! I cannot say enough about how wonderful he was. We could not have organized our trip and wedding without his assistance!!!
- Location is amazing
- We were upgraded to a suite (SPG Gold), which had a fabulous view
The general hotel staff seemed SUPER disorganized. Three examples:
- My sister was checked into an occupied room
- My grandparents' request for an accessible room was confirmed, then lost when they checked in
- We received breakfast vouchers, then told they were not valid
October 8, 2013
Rated 3 out of 5 by chris99 relaxing and calming hotel
My husband and I needed a relaxing vacation. We loved everything about our stay at the Kona Sheraton except the view from our room which was the parking lot. Ten days of hearing and looking at the parking lot soured our stay. We used the "hot rate" because my son works for starwood hotels and I think that is why we got this room. The hotel refused to give us another room even though it was far from full. We will think twice before staying there again. Too bad!
December 3, 2011
Rated 1 out of 5 by EliteReviewer This hotel should not be considered when booking hotels in Kona
This Sheraton location failed to meet my expectations and furthermore failed to up hold the standards of Starwood Resort Properties. Clearly, tourists have a choice when staying on the Kona side of the island and I thought I'd pamper my husband and I with a nice Starwood Resort for our anniversary. What a mistake.
Although, the hotel is Oceanfront with scenic views of the ocean, bay, mountain, and city, the hotel itself is downright disgusting and almost entirely uninhabitable. The building itself has a great open air concept, however the railings are crumbing and falling apart. This is completely unsafe and very unsettling. If the hotel doesn’t make safety a priority for guests, than what else are they letting slip through the cracks?
The hotel is in need of a major renovation and updating. The hotel is very dated and has significant signs of wear. The hotel rooms smell like smoke, the shower is moldy, and the carpets are heavily stained also with indications of mold. The bed linens are tattered and have mysterious stains. The toilet is commercial. It is tankless with exposed plumbing something you would expect to find in a gas station, not a resort. Housekeeping here is lazy and careless. When a guest request extra towels they should be provided. It’s just towels not a bottle of champagne.
Everything from checking into to the hotel to the pool was disappointing. The front desk staff was unwelcoming and unfriendly. The pool chairs are dilapidated and worn out. Perhaps this property was built on sacred ground because the energy is so bad and all the staff throughout the entire hotel seem genuinely annoyed with their jobs it was very, very weird. Please do not claim that you are a resort and charge guests a substantial resort fee when you are more of a motel with poor customer service.
October 22, 2013
Rated 5 out of 5 by Scott52 Would stay here again
Great views of the water, location is excellent. We had a room with an ocean and a mountain view which were spectacular.
Staff were friendly and helpful.
A real gem.
January 11, 2014
Rated 3 out of 5 by Vincos The Best Thing About the Place is the Manta Rays
The title says it all. While on an extended visit to the Big Island Hiloside , we trekked over to Keauhou for a weekend visit largely to see the Manta Rays. We were not disappointed. They appeared on cue and the accompanying talk was excellent. As for the rest of the property, the beautiful lobby raises expectations that are clearly not met elsewhere in the hotel. Everything other reviewers have said about things being out-of-date and in poor condition is true. Our room was quite disappointing and unattractive and, despite being SPG Gold at the time, we were overlooking the parking lot.
The pool area is very beautiful.
Generally, I found, as is the norm in Hawai'i, the staff was friendly and accommodating if not always the height of professionalism. The reception staff being the exception - not only slow and inept but unfriendly as well. I expect this stems from poor management issues - further underlined by the fact that none of the reviews in this forum are responded to as seems to be usual for most properties. Who's tending the fire here?
March 6, 2012
Rated 5 out of 5 by DancingGal it's a real resort!
I loved the property as it was so all-inclusive for all my needs! There are walking trails, there are places to watch the ocean surf, great food, great service, cheerful staff, beautiful grounds and an awesome pool area! The workout room and other recreational areas looked good too! The concierge in the Flying Fish shop was very helpful and super-sweet! The restaurant staff were great morning, lunch and night! My only negative comment was that housekeeping didn't clean the room before I arrived and that the rooms were not sound-proofed very well. (I had hair in the bathroom and I could hear my neighbor's kids at night.) Housekeeping responded quickly and cleaned it all the next day and the the rooms/bedding were otherwise very good. I can't wait to return!
October 11, 2012
Rated 2 out of 5 by boag123 IT needs improvement
During my stay I was unable to send out emails or use Skype in my room. Nothing worked when I arrived but incoming mail and Skype were restored after a visit from the technician, but not outgoing. I had to sit in the public foyer to do these things, an irritating lack of privacy. Two phone calls to the service provider failed to fix the problem. They told me it was a problem with my computer but since it worked in the foyer, this is incorrect and just an attempt to avoid solving the problem.
The green theme in which a voucher is given for not having the room cleaned is an excellent idea. I only had the room cleaned once in the week I stayed.
The lack of dining facilities is a bad negative. The bar is much too noisy for dining and room service is not really a desirable option when on vacation.
January 26, 2014
Rated 3 out of 5 by chrismdr110 Hotel needs renovation
Friendly staff, clean, comfortable, but not up to the four star rating. The hotel has a beautiful location, but the grounds and the building need to be fixed. For example, the tub in my room had chips and cracks. The room was advertised as being newly renovated. It clearly was not. The toilet and its flush mechanism looked like it was from a 1970's high school restroom. The path along the water was asphalt, and looked like repairs had been done, but not finished. There were parts of the building where the stucco was flaking off in sheets, and not repaired. Would have gladly paid more money if the resort was updated.
November 27, 2011
Rated 3 out of 5 by SPGGirl Everything was excellent, except the Front Desk
This is a lovely property with wonderful amenities and facilities. The rooms are out dated and event the "renovated" rooms are old and outdated, just with a flat screen tv.
The staff overall is incredible- especially the Bell Desk and Valet team, and the restaurant and lounge servers. The pool is great (also great service there) and you can't beat the value of the Ocean Front room to watch the mantarays!
Our welcome at the valet was great- the front desk not so much. Polite, but not welcoming. They didn't offer any additional information, but were efficient and professional.
We had a significant issue on our last day that left a really poor impression. The hotel made an error on our bill (we prepaid and booked through SPG, but were charged in error by the hotel). When I went to the front desk to resolve this fairly minor issue, the agent was inept and had no idea how to correct the mistake. She basically told me I needed to show her proof that we paid, and sent me off to the business centre, which was locked. I felt this was completely inappropriate- proper service would be for her to place a call to SPG service, wouldn't it? When I came back to the desk, there was a long line and the same agent did not even acknowledge me. I ended up having to explain myself again to another agent, who told me the e-mail I had printed, confirming my reservation, wasn't sufficient. She pretty much demanded to see a copy of my credit card statement. It was incredibly rude, offensive and frustrating. Unfortunately this is my lasting impression of this property.
January 5, 2012
Rated 2 out of 5 This place is only a Sheraton in name
We stayed at this Sheraton for a week in May 2013. While the hotel is at a beautiful location, it has some serious issues.
- No staff at the front desk. The three times I needed them (including for check-in) there was nobody to be found.
- The hotel is pretty dated, it's clean, but there are sections where there's plaster falling off the roof. I think they're in the midst of updating it, at least I hope so.
- Even though the hotel was pretty empty, they gave us a room on a floor that had a scheduled (!) electricity outage during our stay. Additional issue: they didn't tell us prior to the outage. When we called to complain they matter of factly stated that it was a scheduled outage and that they alerted us, which was not true.
- Don't get a room near the stairs. There are no silencers on the doors and on the weekends the place is overrun by local teenagers who like to run up and down the stairs and across the hallways (why, I do not know). The sound of slamming doors gets old really fast.
- The bathroom was not clean. There were hairs on the walls. Same hairs were there all week, and are probably still there.
- Standing water (it hadn't rained recently) on the balcony. We called for someone to clean this. We're still waiting for that person to show up.
- Bar staff is very nice, and the pool is nice. The pool can get a little busy on the weekends, as the locals come hang out there too.
- Rays on the Bay is a great restaurant, too bad it's part of this place.
There are other resorts close to this one. I cannot recommend this place in good conscience, There are too many great places to waste your money here.
I sent my list of issues to the hotel and they replied that they appreciate my feedback, and are sharing the info with the appropriate teams. After reading reviews of other guests that ran into issues, this seems to be the standard reply. It would be good, if they don't just share the feedback internally, but actually make some changes. That doesn't seem to happen though.
May 29, 2013
Rated 5 out of 5 by travelgal1969 Comfortable Stay
We stayed here for 2 nights at the start of a 9-night visit to the island.
We were upgraded to an ocean view room which overlooked partial pool/slide area and a BIG plant blocking most of the ocean view. The patio was spacious, but when it rained you could hear the water splashing down from the balcony above you - was a bit annoying.
The pool area was very nice and had great views. Their pool bar did not open till noon, so I walked to the restaurant and ordered 2 to-go Bloody Mary's and they did it for us! That was great customer service.
Our room was spacious and the bed was comfortable. Typical Sheraton décor and comfort which is good.
Overall, I would recommend a stay at this hotel.
June 26, 2013
Rated 3 out of 5 by Stephenh Very happy with Hotel but was disappointed with Room Service
The hotel and its location were spectacular. The service from the staff I had contact with was excellent. I was however disappointed with the appearence of the passageways between rooms.
A room near the one we had had room service and the ice chest and glasses were left in the corridore for at least two days (they were still there when we left) and the tray that we had for room service was left at the door and was still there the following morning.
I find this unacceptable especially when we are talking about food scraps being left and believe it let down the rest of the facilities and hotel.
November 18, 2011
Rated 4 out of 5 by Heath0219 Hotel Restaurant "Ray's on the Bay"
They are staffed poorly and not very customer oriented. We were turned away the first time. Decided to try again. Waited an hour and a half for a table and when we were seated were first given the list of what they did not have. Our meal was not cooked as ordered. Waitress was so upset by the cook that she left. The manager then came to tell us. Felt so bad for her none of what happened was her fault.
Also we planned on golfing but was not informed that the golf course next to the hotel was closed due to renovations. We were told there were restaurants near by...none in walking distance so you have to have a car or use the Trolly.
January 6, 2014
Rated 4 out of 5 by AZtravler Great Stay
Used points to cover hotel night and was upgraded to a fantastic ocean front view because I have gold status and rooms were available. Staff was fantastic and made us feel special even though I am only gold status. The hotel is a little old but it has beautiful views, great amenities, and was very clean. I have no complaints. Only stayed one night but I would definately like to come back. Ray's on the Bay for drinks and sunset was fantastic!
January 23, 2014
Rated 5 out of 5 by DannyK A charming hotel with an EXCELLENT staff
This property is "chill." It is quiet and charming and the staff is absolutely lovely. I look forward to returning here soon.
December 30, 2013
Rated 5 out of 5 by Alex66 Great experience
Made me really feel at home and anticipated my needs. Great location and room, really made me feel spending nights at Sheraton worthwhile
January 12, 2012
Rated 5 out of 5 by Jackson13 Great Property, Location and Sunsets
My wife and I enjoyed a wonderful week at the Sheraton Kona Resort in February. The ocean views from this property are spectacular, as are the sunsets, and I would recommend spending the extra money for an ocean front room if possible. We had a suite, which was huge and very comfortable. My only complaint is that most days it was necessary to get a new password to log into the wi-fi. We really enjoyed viewing whales and manta rays playing right for our balcony as well as the waves crashing on the lava rock shoreline,
Some highlights of the property include the expansive pool areas, Rays on the Bay restaurant and a great ocean view workout facility. Rays was enjoyable for dinner or just drinks while enjoying the nightly live entertainment. The hotel is also a short drive from the the town of Kailua for those looking for shopping and dining opportunities. For those interested in seeing an active volcano, the hotel is about a 2 hour drive from Mauna Kea, .
We found most of the staff members to very friendly, from the valet parking team, to the maids and the pool wait staff. The overall feel of the hotel is laid back and relaxing and we found ourselves wishing we had booked a longer stay. I would highly recommend this property.
April 8, 2013