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 FrequentGuest32 Exceeded All Expectations
I have traveled all around the world and this is by far one of my favorite Starwood properties. The views and location are unbelievable. The staff is outstanding - especially Rose at the pool restaurant. I have been to this hotel many times and have never been disappointed. The staff is wonderful and makes you feel at home at all times! I highly recommend this hotel and will definitely be back!
September 10, 2014
Rated 5 out of 5 by Swiss59 Outstanding!
We will return!! Outstanding stay. All staff went above and beyond to make sure we felt welcome. Everyone greeted us when we approached or just passed by. Views of ocean from the main pool, well, you just have to sit in one of the many lounge chairs and have a look for yourself. Breathtaking. Grounds very well kept. We had an oceanfront room, 4th floor. We enjoyed just sitting on our lanai and gazing out over the Pacific. The one small issue would be the bed size for a two-bedded room. Most of us are used to either a queen or king sized bed and to have to sleep in a double was a bit tough (we were told the hotel does not offer any other size for a two-bedded room) but the rest of experience was more than just beautiful. Be sure to go visit the volcano while you are on the Big Island.
August 2, 2013
Rated 4 out of 5 by Marla10 Truly Hawaiian
My husband and I came for our 36th Anniversary and upraded to an Oceanfront Suite and we loved the view, privacy and the comfort.
I however was disappointed in the selection of dining experiences. The breakfast buffet needed more variety and the dinner at Ray's was just average.
The staff was great and attentive and the hotel was filled with rich history which we enjoyed hearing about.
November 12, 2014
Rated 4 out of 5 by Lopaka Not worth what you're Paying
I've been staying at the Sheraton Keauhou, since it opened, several times per year. Pictures show flat/LCD TV's, most rooms do not have them. You need to pay extra for this in some upgraded rooms, most competitors include large LCD TV's as standard. Their burgers used to be about $10.00, now they charge almost $20, definitively not work it! But thank goodness they give you $5.00 if you skip daily maid service, which helps offset the cost of food.
On the plus side, great pool and water slide for the kids, although hours of operation are limited. Great location on the ocean on lava cliffs, but no beach. Dinner buffet is very good on Friday nights and so is the Luau on Monday!
Resort fee keeps increasing as due room rates and you get very little in return. If there was another Starwood property on the island, I'd be there!
April 3, 2012
Rated 5 out of 5 by Barbs2 Comfortable hotel in gorgeous location!
We just returned from a wonderful vacation at the Sheraton Kona. Our room was large, clean, and comfortable. The pool was beautiful as were the grounds. We appreciate the efforts of the hotel to preserve the historical aspects of their location. The staff were so friendly and helpful. Daily activities were posted and numerous. The fitness room had super equipment. We were able to see both whales and dolphins from the property. We'd highly recommend a visit!
April 2, 2013
Rated 5 out of 5 by Travelalot33 Hotel is "Plat-friendly
We enjoyed our stay and feel that the hotel appreciated and recognized our SPG Platinum status. Nice room upgrade. Staff were great. Manta Ray viewing platform a real plus. Pools were warm and large with a nice water slide. Good food at Ray's on the Bay, the Holua poolside restaurant, and the Kai breakfast buffet.. Beautiful grounds and quiet location. Much closer to the Volcano than Waikoloa resorts. No beach at the hotel but we do not require one.
October 15, 2012
Rated 4 out of 5 by alibee1 Great stay
Despite it's average rating on tripadvisor, we found this hotel to be a gem! The lobby is beautiful and the hotel open air. The pools are great for kids and adults- very pretty, overlooking the ocean. SPG recognition is high amongst all staff. The activities program is top notch- definitely take advantage of the island orientation meeting for lots of local tips and the free historical tours. We enjoyed this hotel and wished we stayed longer.
November 16, 2011
Rated 5 out of 5 by ShivaJ Spectacular Location. Very Comfortable Stay
My wife and I spent a week here and we were very impressed with the hotel's location and the upkeep of the property. The views here are quite fantastic and excellent for a laid back visit to the Big Island. It is also quite close to the Kona area - 15 minute drive times each way.
The service and staff here are excellent - very polite, friendly and our concierge was exceedingly helpful in getting us booked on a last minute helicopter tour.
I would strongly advise that you Yelp yourself to other locations to eat/drink instead of dining at the resort. Big Island isn't exactly a foodie destination but you can certainly get better bang for your buck elsewhere. The breakfast cafe they have in the morning is a notable exception - we preferred that over the restaurant buffet that is served in the morning.
The pool area is also quite fun - try the water slide! You're never too old for a water slide.
My one tip - beware the Luau. This is not run by the hotel - although it is held on hotel property. Apparently the Luau here is one of the best on the Kona side of the island but it is unfortunately subject to weather. It rained during our Luau and they moved it to the convention center ballroom- which completely killed the atmosphere of the event. Make sure the evening is clear before you buy tickets (which are pretty pricey to begin with). Maybe it will be better the next time we go.
Overall - I would absolutely wholeheartedly advise that you stay here if you're looking for an SPG hotel on the Kona side of Big Island.
September 25, 2014
Rated 5 out of 5 by BeachMama Great location, great staff & great features!
Sheraton Keauhou, Hawaii is amazing! The pool and water slide were so awesome! The water temp was great! The rooms were huge and loved the open wi-fi and the manta rays at night! Rays on the bay was so much fun and great food! Overall this hotel had incredible staff and we loved everything about this hotel and it's amenities. Vegan food at hotel and some nearby as well!!!
May 20, 2013
Rated 5 out of 5 by Pat101 Great hotel
We loved this hotel. Great room. Nice touch with the flower leis upon arrival. Quick check in and out. All staff were courteous, professional and friendly. We stayed for 2 nights, went to Hilo and it was raining so we came back to the Sheraton for another night. Pool, gym facilities, manta bar, pool restaurant, pool service, front desk all delivered outstanding service.
December 19, 2011
Rated 5 out of 5 by Glamma Fun Mother's Day
From the moment we arrived we felt welcomed! Check in was quick and easy. Our room was clean, bright and well appointed. The Manta Ray on the bed was a special touch! We spent two afternoons at the pool and enjoyed every moment. The pool food and beverage service was excellent. We had a wonderful dinner at Ray's with an after dinner Manta Ray watch. We'll be back!
May 13, 2013
Rated 2 out of 5 by TravelsWithGrandkids Beautiful Location but there's an issue....
We have gone to this property for years and always enjoy it. The night Manta Ray viewing is amazing, the restaurant food is very good and the lack of a beach is acceptable because of the great pool. Unfortunately we will not be returning because over the years, the pool area has become more and more filled with "pool crashers" and our recent experience with our grandchildren is that the kids were taunted, bullied and "banned" from areas of the pool by the non-guests. We actually feel it shows nice community awareness to let local kids use the pool, but with limits, rules and supervision, which there seemed to be none! Even after sharing our issues with senior staff, in the following days there were numerous "crashers" climbing the rocks, jumping the bridge, throwing footballs across the pool; and it left us feeling that it was not a relaxing or safe environment for our grandchildren or for us. Disappointing because we really like the hotel.
August 2, 2013
Rated 3 out of 5 by PeepMN Great Location
We enjoyed our stay here when using the hotel as a base of operations. It was a great location for exploring the Big Island. The concierge was super helpful with finding and setting up activities. Free valet with Platinum status was great. Beware that the $30 resort fee really adds up over a stay and you won't feel like you have anything to show for it - internet and bottled water should both be free if you are Platinum, if you don't take yoga classes or ride the trolley you will wonder why you paid the extra charge every day.
Regarding the actual facility, the buffet breakfast is expensive and does not change, I would avoid. Beware of rooms in the Helani wing on the ocean side. You will be over Rays on the Bay and cannot get away from the nightly live music until it is over between 9 and 10 - when trying to appreciate an ocean view suite it is much less relaxing when you have to sit through a cover band for hours every night.
November 5, 2014
Rated 4 out of 5 by travelman This can be a 5 * hotel
One of the most beautiful properties I have been to of all hotel chains. Have been coming here since it opened in 2004. The grounds are spectacular. The staff are just wonderful. Great location being away from the cityscape of a downtown hotel. The pool is wonderfully located. The sunsets are the best from the property.
December 7, 2011
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 4 out of 5 by xpressx4203 Needs inprovement
The Hotel is good in whole but they dont provide much attention for SPG Platinum members. I was not provided any special preferences which i had asked for such as special breakfast as i am vegan. Nothing was given complimentary even me being on my honeymoon and a SPG Platinum member.
March 27, 2014
Rated 5 out of 5 by BB1979 Nice Additions
New renovation looks great. New restaurant and lobbby take advantage of the amazing views the property has to offer. You can now rent kayaks and ocean gear at hotel. Great staff. A nice break from some of the over sized resorts on the Big island.
August 28, 2012
Rated 5 out of 5 by myrna First Time in Hawaii
The hotel and location is beautiful. The hotel staff and concierge are 2nd to none. They assisted in all areas and service was quick and prompt. The spa was clean and staff was well qualified and I got some awesome massages!! Loved the salt room and sauna.
The only two items that I felt were less than excellent was the Luau .. for $79 I did not feel the food was as authentic as it could of been, it seemed a bit more commercialized or processed ... and there just seemed to be a lot of commentary during the show rather than just the show. The morning breakfast buffet was good .. but can't say it was worth $25 p/p - that was a bit steep. Loved the coffee! I'm a Kona girl for life!
September 30, 2013
Rated 5 out of 5 by dddevoe Refresher in Customer Relations for Front Counter Staff
Upon late evening check in, the clerk provided us with only a one-sided map of the facility to help us find our room. There was no information provided on check in or in the room about the facilities, amenities available, dining or the surrounding attractions.
On day 3 when I noticed some guests with Sheraton-logo'd publications, I mentioned my concern to another front office clerk. Rather than listen carefully and offer help, I was told that I should have "just called down and asked". I pointed out that because I was a unaware of what was available, I didn't know how to form the inquiry. Response: I was given the same map as on night #1 but this time it was two-sided. Gr-r-r-r-rr. The third situation that must be mentioned was when one young lad was very flippant and sarcastic when servicing a pickup request for me. Whew! Three strikes means to me more training is needed. I loved your hotel and the staff, all in all were great but, there is certainly room for improvement. I hope you will accept this as constructive criticism with a view to improving customer service and satisfaction.
March 13, 2014
Rated 5 out of 5 by Steve4321 All that I expected and more.
People were great. Location was great. Recognition for SPG platinum: upgraded room, free valet parking, free continental breakfast (which was very good).
Hotel recommended great excursions.
April 13, 2014
Rated 4 out of 5 by RLHSFO71 Keauhou Rising!
I stayed here for the first time recently but had visited the property on previous trips. The hotel is undergoing a renovation and I have to say I was pleasantly surprised. The staff could not have been nicer and they made SURE I knew about the renovation and set my expectations accordingly.
I found everyone to be helpful and welcoming. My only suggestion for improvement is about the pool. It would really be nice to have a kid-free area for adults wanting some peace and quiet.
The other nice thing was that the staff were all really excited about the renovation and proud of what they were doing. I'd stay here again - the views are really nice and I like the people who work there.
March 16, 2012
Rated 5 out of 5 by Suzan17 Beautiful outside
The hotel is beautiful, very pretty surroundings. The one disappointing thing was the luau on Mon 12/24/12. It cost $75 (after discount for being a hotel guest), and was mediocre at best.
December 26, 2012
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 The jewel of the Big Island
With the SPG brand you are accustom to very high quality, outstanding customer service, and the every aspect of a great hotel / travel experience. The Sheraton Kona Resort & Spa at Keauhou Bay goes above this “Call of Excellence” and into an even new level of greatness. Being a Platinum member and having traveled over for a good portion of 2014, I have to say this hotel has blown my expectations and truly impressed me in every possible way. From the moment we arrived, everything about this location was top notch. The executive suite was above outstanding and the hotel setting was truly built and positioned for superior relaxation and a small piece of “heaven on earth”. SPG staff has always won my heart at almost every stay, but the staff at this hotel went a step further. Not sure if it is the “Hawaii Nature” of people to be so relaxed, outgoing and friendly, but the staff at this hotel truly played a grand role in the definition of relaxation, tourism knowledge, and above great customer service! No matter if you are looking for a quite relaxing getaway, romantic dinner on the bay, island adventure that will be a memory to truly remember or family fun for all ages, this hotel and the City of Kailua – Kona is the place to be. My wife and I are more than glad to have spend seven beautiful days and nights on the Big Island and at (so far) my favorite Sheraton experience! The manager along with all the staff need a very big “pat on the back” for a job above well done!
Thank you SPG!
August 3, 2014
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 4 out of 5 by Gary426 This hotel needs improvement
My wife and I spent six nights at this property, October 16-22. The hotel is a beautiful property in a great location (although no beach).
However, there are two items that I feel should be improved upon. The first is the food in the main dining room, Ainakai. The breakfast buffet was sorely lacking in variety and quality for the cost. This property is away from the main Kailua-Kona area so guests are a somewhat captive audience. Food service improvement should be considered.
The other item: Please consider replacing the toilets in the guest rooms. I'm not sure if the one in our room was typical of all rooms but ours was a wall-hung (no tank), institutional toilet similar to what you would find at the airport or in a bus station. The worst part was that it flushed so loudly and with such force that it always woke up the other person. Not the kind of thing I would have expected in a higher-end Starwood property like this.
October 25, 2014
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 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