Rated 4 out of 5 by travelerit Like A Private Botanical Garden
The hotel grounds are outstanding. We went for a morning walk along the foot path every day. It was like walking through a private botanical garden. Right on the ocean too, and exciting to watch the waves crash against the lava rocks.
Internet and TV service was poor. Rays on the Bay service also poor, but good for drinks at the bar.
Everything else was great - the gigantic pool, slides, food and beverage service, housekeeping. This is a nice, quiet place to stay. I highly recommend the Sheraton Kona.
Also, try taking a drive up the coast towards town. The scenery is lovely and there are lots of shops and restaurants to choose from.
I can't wait to go back next year!
December 13, 2013
Rated 3 out of 5 by RufusInHI Such Potential for a Beautiful Hotel - Front Desk Service lacking
There was no friendly welcome reception. I was treated as a number rather than a guest. Front Desk staff and Car Valet did not provide genuine Hawaiian Hospitality, did not address me or welcome me, nor recognize or care about SPG Membership. As a Platiinum member was given a room with a poor view; no upgrades was given. Pool and Restaurant staff provided exceptional service; Front Desk staff and Supervision can learn a lot from them. On the plus side - The hotel had just undergone a Lobby renovation that looks great and modern. The seaside location is spectacular.
February 22, 2013
Rated 1 out of 5 by Linda11 ANTS
I called the front desk around 9:30 pm on April 11th to tell them their were bugs crawling around the sink and on the bathroom floor. The lady said "Oh, those are tiny ants they are looking for water" . I asked her to either spray the room or move us, she said " we can't spray due to the late hour but call us in the morning when you are leaving your room and we'll come and spray". Totally unacceptable: why didn't she offer to move us with the bellmans help. We are booked for 4 Nights and it disgusts me!!!!! I would never recommend this hotel to anyone!!!!
April 12, 2013
Rated 2 out of 5 by Ohana4 The only thing that will keep us coming back is the pool.
My family and I have been so disappointed in the times we have stayed at this hotel. The customer service is not great. When I booked the room, I asked for a room by the pool and was told there were none. When I got there, there were at least 3 rooms that were empty by the pool. In fact, we were put in a room that couldn't be any further from the pool. The room we were transferred to needed major upgrades. Wireless didn't work there, and you are charged for it in the resort fee. Some staff were pleasant, but most were not. The only restaurant in the place, Rays on the Bay, didn't meet expectations either. They served us raw food, both of our meals. So there went $200 down the drain. I think I've complained enough, what a disappointment.
March 31, 2013
Rated 3 out of 5 by AlexPAN Really out of my expectation!
The room was used by someone else when we checked in. The front desk used 30 mins to switch us to another room with a better view, thanks. But the shower was not good, the temperature of water was waving from high to low then back to high again and again. In the new year night, we returned to the room at 10pm, the key was not able to open the door! Then have to walk to the front desk again to get the new one....amazing hotel experience.
January 2, 2014
Rated 2 out of 5 by Alaskacouple under restoration..
while Sheraton is usually above standards, this particular hotel is not. Certain areas are under restoration, and sadly, the whole complex needs a facelift. The halls are dark and dreary. The elevators are a tad frightening. And the lighted walkways - lets just say the lights are on their last string. Our room was clean, however, it smelled as if the carpet had just been cleaned with pure chlorine - and we had that smell with us for two days. The nicest things I can say about our stay are 1. the staff was excellent and 2. the pool was wonderful
January 30, 2012
Rated 4 out of 5 by batty Excellent stay for families
The Sheraton Kona is a great destination for families with young kids. The pool, keiki beach, volleyball and huge water slide, are amazing attractions. The food is 4/5 in general but Ray's and the breakfast buffet are better than that. The staff have all provided excellent service, happily, and incredibly helpfully.
The only issues I'd have are that the tennis and sport courts desperately need resurfacing. That the property internet connection needs to be increased from 3 Mbps/500 rooms. Rain and "iPad babysitting" are inevitable. When Netflix is unusable it is frustrating. Finally, if there were more pool toys and multiple volleyballs for borrowing that would be wonderful. Sometimes the volleyball was borrowed by folks who were not using it and were nowhere to be found for hours. Kids were 'aaaaaackkkk!' about that. :)
In all I think this is a 4/5 property. Just a few rough edges to clean up.
Keep up the great work Matthew and team.
January 3, 2014
Rated 5 out of 5 by burt001 Perfect Hotel Stay
My wife, my daughter and my in-laws took a four day, three night getaway from Honolulu. When I called for the reservation, I requested a free upgrade due to our Gold status. The reservationist put in a request but stated that if there were available rooms, we could get an upgrade. I also requested that we have adjoining or rooms close to each other.
Upon arrival to the hotel, the staff were very friendly and accommodating.
When we got to our rooms, both were upgraded to an ocean view with breath taking views of the ocean and the bay. The placement of the rooms worked out perfectly where we were right across from each other.
The pool was immaculate with the slide as my daughter's favorite. Again, the staff at the pool was friendly and accommodating.
Usually when spending a lot of time at the pool, my eyes get irritated from the chlorine, but at this hotel, my eyes did not get irritated.
Overall, It was one of the best hotels in the Starwood chain that my family has stayed at. Even the in-laws were happy!
January 5, 2014
Rated 2 out of 5 by Jack22 Lack of customer service!
On numerous occasions, the staff was less than accommodating! For the price, my expectation is to feel comfortable and important. There was very few thanks given and in particular, I was treated less than important because I attempted to eat at Rays on the Bay without a reservation. We arrived at opening and could not sit next to the bay, even though we were the only ones around. We eventually ate by the pool and made a trip back through afterwards to find the place still empty. Unacceptable in my view!!!
June 25, 2013
Rated 5 out of 5 by askmike Magnificent facility
From the front curbside assistance, to the prompt and efficient check in procedure, to the air conditioned comfort of our room and then the pool areas, the friendly staff, the ambience of the dining areas, everything was well done. We took advantage of the $5 daily dining credit for making up our room and not using new towels and that too was an easy thing for us to accomplish. The nightly live music in the Ray dining area was wonderful for two dancers such as we. We look forward to returning many times.
February 11, 2013
Rated 4 out of 5 by Goose Nice atmosphere hotel on the big island
As long as you avoid Rays on the Bay for dinner, which was the most expensive yet worst dinner of our 10-days in Hawaii this last vacation, what a very nice and relaxing place to stay. Nice pool and nice staff, fom the reception desk, concierge, parking attendents/bellmen, maids all the way through the pool staff.
January 1, 2014
Rated 4 out of 5 by Frank75 Nice hotel and nice location. Quality of service needs to improve.
Overall good experience. Nice location, comfortable room, nice pool and very friendly staff.
The hotel does not have a beach, but the pool is very nice and with a car it is possible to reach nearby locations quite easily.
The hotel was undergoing some renovation, but this did not create any issues with my stay (apart the impossibility to enjoy the manta bar since it was closed).
Only complaint I have is that during the last 2 days the room service skipped our room. We tried to have someone sent to refresh the room when we were back around 7 pm, but no one was available. The customer care offered us to send some fresh towels; we agreed, but they never arrived. We were quite tired for the long day and we gave up, but this is something that should not happen in an hotel of this level.
August 29, 2012
Rated 3 out of 5 by mylevy dissapointing
I came to this hotel for my wife's 40th b-day. we paid extra for an oceanview room. I even emailed a month prior explaining what we wanted. When we arrived at the hotel, we were placed in a room with an unobstructed view of the parking lot, with a tiny glimpse of the ocean. when i called to request a different room, I was told that there were no more rooms, and that "technically" I was in an oceanview room. really?, "technically"???
after 3 more phone calls, and a visit to the lobby the next day, a very helpful employee (Sallie) was able to get us moved. this really soured our experience, and furthermore, the internet in our new room did not work. it took 2 days to fix that (and multiple calls). a vacation should be about relaxation, but there were too many stressful issues with this visit
February 14, 2013
Rated 4 out of 5 by plz68 Soundproof?
The room was o.k., but nothing special. The layout of the bathroom was pretty odd and made its use somewhat difficult. The worst part was that the walls must be paper thin. We could hear the people next door talking at 3:00 a.m. Definitely something we didn't need on vacation. The hotel is also somewhat confusing to get around, but the outside is lovely, even without a beach.
December 29, 2013
Rated 3 out of 5 by IWantHawaiiNow A pleasant, affordable hotel for the area.
Our room was in a very busy section of the hotel and the walls were pretty thin, so it was a bit noisy. Lots of kids at this hotel, so if you're not into a lot of screaming, pick another location. The room was decent. Tub and shower could use a remodel, but everything else was fine. The internet was SUPER slow, so don't plan on getting anything done online. Otherwise, the location and grounds are beautiful, the pool is awesome, and seeing the rays at night is an incredible experience.
September 12, 2012
Rated 5 out of 5 by Mamalahoa Paradise surrounds you.
We had a wonderful stay and can not say enough about the warm feeling of Aloha felt from all of the staff and shop owners. We also enjoyed the massage for two on the oceanfront and it was so relaxing and done with high degree of care for our personal needs. The food was fantastic and I have a few new dishes to try in my own kitchen now. The Ahi Steak with Macadamia crust was to die for. Be sure to try their Spider Shrimp as it's the bomb. My plan is to return as soon as possible.
October 25, 2012
Rated 5 out of 5 by Marie67 Beautiful Property -The Perfect Escape
I was so excited to arrive on the Big Island. I have stayed at many properties and this one i at the Top of my list. It is great family fun and quiet and peaceful all in one. The pools are beautiful and the location is perfect. The room and decor was stunning it was a true Island experience!!!!!!! The staff at all outlet were so kind and gracious from the moment of arrival valet, bellman front office and the restaurants! Thank you for making my anniversary so memorable!
October 15, 2012
Rated 1 out of 5 by Chris Horrible service
First - the good. Beautiful hotel and nice sized rooms.
Now - the bad. Horrible service. I could hardly ever reach a front desk specialist, concierge, or manager on the phone. Each time, I would be asked to leave a message to be called back, and I never received any return calls. They told me how busy they were, and I understand February is very busy in Hawaii, but I could physically walk to the front desk or concierge and there would be people available!
February 23, 2013
Rated 5 out of 5 by Flash58 Amazing Vacation
The Sheraton exceeded our expectations in every way.
October 22, 2013
Rated 4 out of 5 by Jack458 Great Hotel, poor customer service
Such a beautiful hotel - but the staff personality needs to be warmed up across the board.
October 18, 2013
Rated 2 out of 5 by LoveHawaii below expectations
The Wi-Fi was slow and intermittent. We called for assistance two times which allowd us to connect, but then the wi-fi would constantly go down. Staff told us it was because of the winds but we never had that problem at other hotels on the island with more prevalent winds. The pool & waterslide were overcrowded because many locals paid to use the facilities for the day. The ping pong tables, pool table and teen room were great.
December 1, 2011
Rated 1 out of 5 by acervant This hotel needs a renovation
Our "ocean view" was very unattractive sights of the hotels roof tops and some ocean. Hotel was out of soap the first four days that we were there. Our room had water damage on one entire wall. Our shower water switched from hot to cold during every shower. I went on their local web page to submit my complaints while I was their guest. It has been almost one week and no one has responded back to us.
April 23, 2013
Rated 5 out of 5 by rnavor5654 Hotel Staff with Great Aloha Spirit
Driving up to the lobby, asking staff for help, passing staff in the corridors or at the pool through check-out, the staff had the "BEST" Aloha Spirit, gracious attitude, and best smiles I've EVER experienced in any hotel in Hawaii... We are definitely staying here next year again for the Kona Marathon. Thank you for making our experience most memorable.
Rudy, Terry & Mom
June 24, 2013
Rated 5 out of 5 by bqc24 Sheraton stay July '13
Our first time to Kona and the Sheraton made the stay memorable. Our whole family thoroughly enjoyed the pool and its slide and kiddie beach. Another plus was that the pool was comfortably warm. The Sheraton staff was extremely polite and helpful, exemplifying the ohana spirit. We would definitely come back to this hotel again.
July 30, 2013
Rated 4 out of 5 by StartupScholar Excellent Location But Lacking Service
I love the location of this hotel. The views are wonderful and the manta rays at night are unique. However, I was disappointed that on my first night, I could not order a burger after 10pm. I arrived late and hungry and there was no where to purchase food or a drink. This was the case every night of my 6 day stay. I've never heard of hotel that shuts down all of its services so early.
December 23, 2013
Rated 5 out of 5 by airport Great facility, super staff!
The hotel and surrounding landscape are absolutely beautiful. The entire staff was always friendly and accommodating from the breakfast waitstaff to the super valet guys. Great place for families with the nice pools, though gets quite noisy when trying to just read or relax without kids. Overall, awesome vacation, much due to the accommodations.
October 7, 2012
Rated 5 out of 5 by Junior25O Absolutely Amazing
The moment I arrived I knew I picked the Best Hotel on the Island. I was greeted by the friendly valet staff and front desk. Check in was incredibly fast and informative. The room had a view from the balcony window as well as outside the door. The room was always clean each day I returned. I also Loved how the gym was accessible 24hrs. It allowed me to get my workout done either before i started my day or after I returned from my activities. I was also very pleased with the dinning, I enjoyed the breakfast buffet during my stay, everything I ate was amazing and fresh, i enjoyed the wide variety from fresh fruits to the made to order omelets. And once again the service in the dinning area was great with the helpful service. I truly enjoyed my stay and will definitely book with the Sheraton for my next visit as well as letting my friends and family know where they should stay when they go to Hawaii. Thank you Sheraton you made me fall in Love with Hawaii
February 17, 2013
Rated 5 out of 5 by Gayle53 Fun place to take grandchild
We had a great weekend in late January with our two-year old granddaughter. We spent a lot of time at the sandy end of the pool and she got to play with other kids. She also liked walking around the nicely laid out hotel with stairs and a waterfall. We saw whales from the pool and the hammock. Staff was always courteous and helpful.
January 30, 2013
Rated 1 out of 5 by syoung6126 Poor Choice, total disappointment
In a nutshell; Tired, dreary, worn out facility. Needs a good, large bulldozer , clean slate, and fresh state with poor customer service.
My family experienced travelers, (vacations and business).
This hotel was not a good experience.
On arrival, we were give a tiny room for a family of four and got a complete run around from staff and management about a "compromise". They offered the same room and a cot at $50/night. My son was supposed to sleep on the floor I guess. We had ad to muscle our way into getting what t we were original promised (AND PAID FOR). This took until the third day of our seven day vacation (we ended up going home a day early because we were so upset with the staff at the hotel. Oh, by the way. For the first three days we could not shower in our "room" as the bathtub would not drain. (not exaggerations).
NO MORE SHERATON fo this family...any where.
I summary, if you a are in search of a disappointing Hawaiian vacation, stay qt this "hotel".
June 29, 2013
Rated 5 out of 5 by Starwood A VERY NICE STAY
We are a large family with multiple rooms, all of which were nicely appointed with wonderful views. The staff at EVERY turn were kind, informative and attentive, wanting to ensure we had a nice time. The rooms, grounds and pool area were clean and appealing. We were here for a week and enjoyed this hotel immensely.
June 11, 2013