Rated 5 out of 5 by Lee33 What a wonderful resort!
We were spoiled! Our room was lovely with a spectacular view. The hotel staff, from the person checking us in (who upgraded us to a view room), to the servers in the restaurants and lounges all made us feel welcome and special. A coworker recommended the hotel based on the perfect beach location but the resort has a lot more to offer than just a beautiful spot in paradise. The biggest downside was leaving and coming back home to cold weather.
December 26, 2014
Rated 2 out of 5 by Kevin007 Mold and Deferred Maintenance
We booked an Ocean Front Room for 6-nights. The Front Desk clerk insisted we pay an extra $50/night to stay in the Hale Moana section - which they consider Deluxe Ocean Front. The upgrade included plenty of visible mold on bath mat, defrerred maintenance in the bathroom, old towels that were dingy looking and off-yellow. crumbs near and under the microwave (presumably left for us by the previous guest), etc. But the view was very nice. We are Starwood Preferred Members. This was our 7th stay at the property. No one ever asked us if we were satisfied with the accomodations during the entire stay.
March 19, 2013
Rated 2 out of 5 by Mark Serious improvement needed for the food
We had dinner under the star. The food was horrible.
For the starter, the scollops had no flavor. It tasted like frown scollops boiled in hot water. Flavorless! Second dish, the salad, the duck was so over cooked that the texture was like jerky. I don't even want to get into rest of the dishs. The entire dinning experience was just beyond sad.
There was no SPG recognition at all. Not when we arrived, not during the stay; I couldn't even get a clean towel at the beach.
This is not the type of hotel/resort I would expect from SPG.
February 21, 2013
Rated 4 out of 5 by sshavers39 The resort offers an incredible view of the ocean from every angle. Extremely relaxing. I totally enjoyed my stay.
My husband and I were greeted by a very friendly staff upon arrival. We were upgraded without any problems. The front desk agent recognized our SPG status and went out of her way to accommodate our requests. There were lots of resort activities and entertainment. Absolutely wonderful trip.
December 20, 2014
Rated 3 out of 5 by Kristie14 A good nights sleep may not be in your future
Great location, beautiful grounds, terrific pool, very friendly staff. Wifi awful. Beds - terrible! Did not get one good nights sleep in 7 nights. Food onsite was OK. First Ocean View room was not as advertised, but staff was very accommodating in moving us to a different room; though we did end up having to pay an up charge. Because the beds were so bad, not sure if we would risk staying here again. Unfortunate as we did like pretty much everything else about the property.
December 17, 2014
Rated 1 out of 5 by Honeymoonwhocares Honeymoon! Who cares?
We were moved three times before the room that I paid for with the view I paid for was given. The staff could care less that it was our honeymoon. Nothing welcoming upon arrival, no lei's, no smiles, no I'm sorry for the inconvenience, I got one congratulations before we were sent to our first room with palm trees obscuring our ocean view. Why should I care about being acknowledged as an SPG member when no one cared about the fact we were on our honeymoon? Nothing special at all, I shouldn't have said a word, I probably would've been treated better. The best part about returning from your honeymoon is the countless times I've been able to tell this story. In meetings for work, I have the best story to "does anyone have a negative customer service experience they'd like to share?" My hand goes up first.
October 20, 2014
Rated 1 out of 5 by weddingGuest1005 Unfriendly and not helpfull staff
We stayed at this resort for a wedding. All of the guests and the bride and groom agreed that the staff was some of the worst we had ever come across. A few of the staff were simply rude.
A simple question like "Where do we catch the resort shuttle?" required us to ask 3 different people before getting the correct directions to the lower level of the hotel.
On the upside, the place is beautiful and you can't beat the beach, just don't expect much from the staff.
October 9, 2014
Rated 2 out of 5 by Michael01234 Hotel Needs Improvement
*Front Desk had a single person multiple times throughout the day with a line of 5-6 people. I've had much better attention at 3 star hotels.
*Rooms were small and old.
*Bathrooms were extremely small and very old.
*Pool was a decent size, but not nearly enough chairs.
*The breakfast was absolutely horrible and expensive. I would suggest eating somewhere else.
*The best part of staying at the Sheraton was the beach, but unfortunately you can stay at any of the other hotels and walk to this portion of the beach.
June 26, 2013