Rated 3 out of 5 by LEA2 Growing Pains?
Overall great location and amenities. Gold SPG status was not recognized at all. On my stay over labor day weekend the under staffing became painfully obvious on sunday when the pool bar "Sliders" was overwelmed. The barkeep did yoeman's work against an onslaught of orders. There was a 30-60 minute wait for orders. The crushing blow came sunday night when the "Rays on the bay" bar was closed for a private function. This forced me and 5 travelling companions to cab to Kona for drinks and dinner. Closing the night life venue at a resort with no other option but a dinner buffet was a horrible inconvenience.
September 8, 2012
Rated 5 out of 5 by Reen12 Excellent choice in Kona
We stayed in 2 hotels in Kona and this was by far the best one. Lovely facilities, grounds and rooms. Seeing the Manta Rays from the viewing area was a highlight
October 16, 2012
Rated 5 out of 5 by Rhodeislander Unexpected Gem
I was pleasantly surprised by the rooms and pools. Resort is south of Kona and you need a car to explore the island. Good value for the money.
October 14, 2012
Rated 5 out of 5 by Weekender1 Great value in Hawaii
We stayed our last night on the Big Island at the Sheraton. Because the hotel doesn't have a beach (it is perched on fantastic lava rocks close to beaches) we did not stay there at the beginning. They make up for it with an extraordinary pool. The hotel is older and so the rooms are very large. The decor is current and very stylish. The spa is fantastic and a great value for the treatments, which you can have on a deck hearing the ocean! Rays on the Bay is a great bar and the seafood was prepared excellently. The staff was very accomodating as we had to extend our trip due to a tropical storm.
August 1, 2013
Rated 1 out of 5 by NeverAgain2012 Horrible Customer Service
Is it too much to ask that hotel employees speak to guests with a smile on their face? Granted, some of the employees I interacted with were very friendly and helpful but the handful that weren't made my stay awful. One staff person actually grunted at me at one point. I will never go back to this hotel again and quite frankly it gives the Starwood Brand a band reputation.
February 15, 2012
Rated 5 out of 5 by RafKam Loved Our Short Stay
What a lovely place this is: the wide open lobby area sitting room is a great welcome to this place. The staff is so nice and welcoming: nothing is too much trouble. Next, you get the sounds of the might Pacific Ocean waves crashing on the rocks, which is a great spectacle to watch. Location is fine, with easy access to the airport, and a very short drive to Kona village and some great food options in a relaxed setting. Too bad there's nothing within walking distance otherwise it would really be perfect. It is also quite a drive to the Volcano National Park, although doable on a long day trip (about 2.5 hours each way).
The grounds are very well maintained, and while the building itself is a vast 1970s uninspired bunker, the overall setting is relaxing. My only complaints would be directed at the pool area: too few umbrellas are available, so one doesn't have many options to escape the very harsh sun; food in the pool area was uninspiring, with limited options and overpriced, and finally, I was treated with suspicion because I didn't have a pool bracelet: I was never given one at check in, but am now assuming they have a problem of people sneaking in.
Our room (we were upgraded to a suite, which consisted of 2 interconnected rooms, one of which was converted into a living room) was nice enough, although a little dated. Still, it was very good value, and I would not hesitate to stay here again on a future trip to the Big Island.
June 25, 2013
Rated 1 out of 5 by tireman customer service
We were attending a large group function at this hotel. The staff and management were ill prepared for the size of the group. Service was lacking complete with an "I don't care attitude" from the staff. Front desk was not helpful when trying to upgrade rooms when we were going to stay on an extra week after the function. But we left to go to another resort. SPG rewards has no meaning at this Sheraton unless you are at the highest level. Housekeeping was fabulous and met all of our needs. Rooms need more improvements, very old hotel.
February 16, 2014
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 Unique0401 Not for couple 40 and under
The hotel it self was nice. Great views from room. They kept the room clean. The only problem my husband and I had was that everything closed at 10pm its a resort and we couldn't get anything to eat after 10pm. The dinning options were limited. So be ready to use the shuttle/rental car to seek other option over priced at the resort. If your looking for entertaiment after hours not the hotel for that. The resort was for older crowd. Also there is no good sand beaches in the area.
February 19, 2014
Rated 3 out of 5 by kuleana Promises not kept
My visit began with the information that the room I had confirmed over a year previously was not available. Although accomodations were made, this was a major disappointment. This was in contrast with the wonderful sincerity and aloha of the cultural staff (especially Nani and Grayden), the great location and the historic setting.
February 24, 2014
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 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 ellen new to the big island
what a difference another island is, we normally go to Maui, but added the Big Island to out trip. We enjoyed our stay. The snorkeling was VERY good at Kahluu Beach Park about a mile from our hotel.
Enjoyed it very much,
February 22, 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 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 5 out of 5 by travelman A great place
The hotel continues to evolve since our first visit 8 yrs ago. Have been coming ever since about 3-4 times a year. Beautiful grounds, great location, warm employees and a cultural treasure trove of hawaiian history. The mantas at night are a wonder. Just a great hotel to stay while in Kona area.
drawback: a resort fee over over $30 per day. That is unacceptable.
December 13, 2013
Rated 4 out of 5 by WTsince74 Beautiful location
An ocean front view for nightly manta ray dances in the waters at the shoreline made the stay most memorable.
The same rocky coast line feature made the resort feel disconnected from its most attractive feature; the water front. Wish there was an effort that could be made in the services offered at the facility, or by coordination with local boat ramp area of the bay, to make the resort feel more connected.
December 3, 2013
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 5 out of 5 by Flashbulb99 Only 2 Days but FABULOUS!
As part of a 3 Week vacation we only had a couple of nights to fill in to complete our travel plans. We chose the Sheraton Kona and boy are we glad we did! Wonderful room, great view, amazing food and great service! Thanks Sheraton Kona. We'll be back (for longer next time!)
February 20, 2014
Rated 4 out of 5 by lisa567 ms. good
excellence location and stylist interior design made us fully feeling of vacation hawaii . relax and beauty.comfort and warm all over the resort. we are coming back next time !!!!!!
February 21, 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 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 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 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 3 out of 5 by VeryGoodPointsStacey Old World With Old Technology
I stayed at the Sheraton just after Christmas and it was very busy. As a platinum member my suite night award request was denied, but the hotel upgraded me 1 class of room to a "partial ocean view" which really meant a view of the tennis courts and if you strained your neck, a slight view of some water over the rooftops.
The room was very clean, even though the hotel is very old, the room was okay. The bed was comfortable. The bathroom is small but adequate.
My room was fairly close to the center of the hotel and throughout my entire stay, there was very little time when the wifi actually worked. It was completely out for two days. Twice the hotel connected me to the IT help desk, which ended up being Time Warner Cable, and they told me that there were known issues at the property and dozens of gusts had been calling to complain. They had no estimate for when the issues would be fixed. I spoke to a customer service manager, who came and reset the router, the wifi worked for about 20 minutes. Later that night I spoke to another customer service manager and he told me the issue was the capacity at the hotel - they were sold out, and the network was "clunky." He suggested I use the Link at Sheraton, but that network was just as unreliable and wouldn't actually connect near the pool. I can't imagine someone on business staying w/out internet and as someone who runs several website, it was impossible for me to stay, so I left 3 days early.
There is only 1 restaurant open per meal time. In the morning there's a breakfast restaurant. At lunch time the only option is the pool bar and at night there's Rays on the Bay. It was very busy. The hostess told me that they don't like to seat parties of 1, that they only had a few two-top tables and there would be at least a 30 min wait. While I stood at the hostess desk three groups walked up w/out reservations and were sat immediately. She told me to go to the bar. Her attitude really turned me off to the whole hotel.
The valet/bell staff are the most friendly at the hotel. But otherwise, service is slow. It took 90 minutes to get a hotdog for lunch at the pool bar and the service was terrible. The bartender was friendly and helpful and a lot of people were just walking up to get their own drinks, napkins, etc...
The hotel shows its age, but there are some very nice views from the lobby. The area felt somewhat isolated and not like a beach or island resort. It is also very family oriented.
While I was glad to have a clean room, it was very unfortunate that there was no working wifi and that the staff seemed to think it's okay to discriminate against solo travelers. It was disappointing overall.
December 30, 2013