Rated 2 out of 5 by VeryGoodPointsStacey Old hotel in need of updating
The Sheraton Kauai is directly on the ocean and can provide spectacular views. But beyond that, it leaves a lot to be desired. It's a very old hold and needs some TLC (aka renovations)
I arrived at 4:30 pm and waited 10 minutes in line for the valet/bellman. The driveway was jam packed! The valet said to leave my bag in the car and come back to tell them my room number when it was assigned.
I then waited 10 minutes in line to check in. Luckily the concierge was able to help me book a few dinner reservations while I waited. There was no SPG preferred check-in lane. At check-in I was told that they weren't sure if my room was ready. They had to send someone to check. I sat in the lobby and waited, and waited, and waited. After an hour of waiting I went up to the desk. It seemed that the girl who first helped me was gone and no one was following up on my room. The new person seemed dry unsure and needed to call housekeeping. That's when I got a little upset. The manager came out and instantly my room was ready. Amazing. She was very kind and apologetic that I'd waited more than an hour and gave me a credit to my room so i could have dinner on them. Very nice.
The room had a great view of the ocean, but is angled slightly so you can see directly into the rooms of the next building. Odd design. The pools and grounds around the lobby and beach are very nice. The hotel is looted on both sides of the road. It's strange. The groups on the other side (no oceanfront) didn't look as nice as the main grounds did.
The rooms are old. The carpet needs some massive cleaning. The bathtubs have permanent stains (rust most likely). The beds are pretty comfortable. I like the sheraton beds for the most part.
Wifi is atrocious. It's really very slow and the speed varies depending on where you are in the hotel. The wifi in the room is not so good. Must be a Hawaii thing.
The staff all are very friendly and genuinely seemed to care. Very different from some other stay's I had earlier in the week.
I probably wouldn't return to this hotel unless I had no other options. It would be my last choice due to age of property and need of renovations.
December 22, 2013
Rated 3 out of 5 by Arizona Nice Hotel, Horrible Staff
The hotel property and rooms are very nice and well kept. The beds are very comfortable and the bathrooms are clean. The beach is outstanding and offers a beautiful sunset view. Unfortunately, the pool is freezing (it was a very common occurrence to hear "Oh my gosh, it's FREEZING in here" as adults (and kids!) stepped in to the pool and then immediately back out). We literally never swam in the pool (we never saw more than 2 people in it at one time, it was empty most days), but enjoyed the hot tub in the late afternoons/evenings. We asked the front desk about the pool temperature and were snidely told, "There's only two heated pools in Kauai and it's not one of them."
We were also asked to wear wrist bands while spending time at the pool/beach... I understand it's a public beach, but sitting on one of Sheraton's striped orange towels (which I had to check out with a towel card- and was only allowed one towel) should make it fairly obvious I'm a guest at the hotel. I didn't notice any non-guests sneaking in to the freezing pool during our week long stay and found the wrist bands a bit dramatic.
The staff at the hotel were the worst we've seen at an SPG resort. Not terribly friendly at check-in and no attention from the Bellmen until we mentioned we were checking in. The waitresses around the pool were eager for tips, but their service was slow. We even had very poor service at Rum Fire, the only restaurant open in the evening. The menus at both the pool side restaurant, Lavas, and Rum Fire were LACKING- very small selections and the food was average.
The Bellmen again watched us walk by them with all of our luggage when it was time to check-out. We were quite used to the poor service by then, but it would have been nice to enjoy a kind send-off.
The location of the hotel is great and we enjoyed the resort... just not the service. We spent much of our time really enjoying hiking, kayaking, surfing, etc... but it would have been nice to come back to kind service after sightseeing.
I'm still at a loss as to what the $30 daily resort fee provided... the slow wifi definitely wasn't worth $30/day. This beautiful resort really deserves better management/staff.
January 26, 2013
Rated 5 out of 5 by sab1955 Wonderful Stay
We have traveled yearly to Hawaii to celebrate our wedding anniversary since 1999. Each year we visit a different island and stay and/or dine at one of the Sheraton hotels for our actual Anniversary night.
Our stay this year was one of the most special starting from the moment we drove our rental car to the valet check in and never stopped. We were treated like royalty, from the check-in desk and never enjoyed ourselves more.
Normally we look for a oceanfront cottage vacation rental by owner, and just stay at a Sheraton for the one night, now for the first time in fourteen years we will have to re-think that strategy as we plan our trip to Maui this year.
April 18, 2013
Rated 5 out of 5 by Bob1313 Staff is so friendly
We spent a week there with our 3 year old twin girls. We really enjoyed ourselves, there are lovely beaches and a great pool, beautiful views, and lots to see and do nearby. I just want to call out the friendly staff - they got to know our girls right away and were very friendly. In particular, I want to call out the valet staff who were super friendly, particularly Frank. They were so friendly to the girls, including bringing bread for the girls to feed to the fishes in the pond, which turned out to be one of their favorite activities. It seems like a small thing, but it added hugely to our enjoyment of the trip. Thanks guys!
December 7, 2013
Rated 4 out of 5 by Cath82Platinum March 2014
Hotel is slightly dated. Room was in bldg 1 with an ocean view that was very nice. Link cafe had the freezer out of service the entire time. The hotel staff are excellent. Hotel pools and jacuzzi were not in the best state of cleanliness; due to guests. Guest need to shower before using; but where are the showers??? All In all pools and jacuzzi Were too dirty to use. Rooms very clean and housekeeping services were exceptional. Room service made an error on the dinner request. No compensation and the correct item wait was far too long and was not very good (shrimp lumpia). Good place to stay but find meals and beach elsewhere.
March 26, 2014
Rated 3 out of 5 by KK2013 Great Location
The Sheraton in Kauai is a great facility. The hotel is older, however it is clean and the features are great. There is a $30/night fee which includes a shuttle service that is awesome. We chose this hotel for the location and convenience and the shuttle is an added bonus. They do say to allow 15 minutes, however we found it was closer to 30 minutes most of the time. If you call ahead it will be fine.
There is truth to some reviews I read that the walls are thin and you can hear your neighbors often. We loved the balcony and our garden room even had a view of the ocean. I highly recommend the Sheraton in Kauai for your stay.
March 4, 2013
Rated 2 out of 5 by Satoria OLD but great view
The service was so unprofessional it was shocking! People were impatient at the front desk and when there was a legitimate complaint about the room ( no screen doors, shower wet the floor (even with a curtain) we WERE upgraded and that was great, but there was an attitude not appreciated. We returned phone messages to the front desk and were accused as if we hadn't-NOT PROFESSIONAL. . THe main restaurant was FREEEEEZING cold-insensitive. Great waiter.
I stay in very nice hotels around the world and this was not up to my standards. Someone needs to let them know how to pay attention to details and UPDATE this place. It felt stuck in time. Oh-Sheets were lovely.
August 16, 2012
Rated 4 out of 5 by lelder Bed requests are that, not a guarantee
The room was lovely, clean and comfortable, BUT, I had "requested" a king size bed. On checkin, they only had a room with two double beds. I pointed out the discrepancy and it was met with a quick reminder that I had only requested a king bed, but that does not mean you'll get one. This was from a reservation made many months ago. You think planning would have been in place to meet a "request" that was made many months beofore my arrival. I was also unhappy that my room was across the street from the beach. I did not see that called out on your website and it was another source of discontent. I will let others know who plan to make a reservation of this finding.
June 30, 2014
Rated 4 out of 5 by Cruising2012 Great location, feels dated
Being on Poipu Beach, this resort is on the "sunny" side of the island, so it benefits from just about the best weather on Kauai. Most rooms are not beachside though, they are across the street in the Garden Wing, which is ok, but you don't have a view of the ocean from most rooms. The resort was probably built in the '70's, and although it's been updated, it still feels a bit dated. We had a little bit of trouble finding it originally, signage is not that great, and don't look for the standard Sheraton logo and lettering, this one is written longhand and isn't all that easy to read from a distance. Food was great in Lava's on Poipu Beach, Luau was good as well.
April 6, 2014
Rated 2 out of 5 by Disappointed2727 This hotel was not what I expected
This hotel is perfect for young people (early 20s) who don't have much set in line for expectations other than a poolside drink. So disappointed that I spent so much money on a lackluster hotel. It didn't feel like a Hawaiian vacation- the grounds were not lush, the pool was very small, the food was good, however the rooms on the garden side were horrible. I thought it was tacky that towels were hung outside on railings and that there wasn't much of a welcome when I arrived. This trip was meant for a getaway for relaxation but we spent most of the time trying to get away from the hotel (which was slightly depressing).
August 12, 2014
Rated 5 out of 5 by Photogirl54 Exceeded my expectations
We so enjoyed our stay at Sheraton Kauai. ALL staff members we encountered were courteous & helpful, front desk, valet, cafe, maids, repairman, and waitstaff of Rum Fire & Lava's-really great customer service. (this is not the norm on Kauai off the resort!) The resort was beautiful & in a perfect setting. We had a fine dinner at Rum Fire also on our final night. The only thing we noticed that would have been nice was a screen on the patio door so we could leave the door open to hear the waves at night, but there's probably a reason they aren't there. Also do want to say how comfortable the bed was too! Nice resort overall!
March 24, 2013
Rated 5 out of 5 by s023kaw Excellent Resort!
Booked an deluxe ocean front room, HIGHLY recommend this room category. The room was extremely large and had a beautiful view! The bathroom had two sinks and plenty of counter space. As a platinum member, you receive great benefits at this resort (complementary valet parking, wine tasting – although you only get two glasses, late checkout, etc) My room type was not available for a late checkout, but they did move me to a garden view room the day of my checkout which worked out great for a late flight to Honolulu!
April 9, 2014
Rated 1 out of 5 by TMJones801 More of a MOTEL than a hotel
The good: It's on the beach. Large rooms.
The bad: Strange Layout. Requires Two elevators to get to our room (Not very accessible). Carpet is dirty. In need of major renovations. Limited restaurant selections. Far away from "Services". Spotty Wi-Fi. Small TV in room & can't connect your mobile device to watch movies or display photos. Uncaring staff when you call with questions.
Going to call the Princeville Westin to see if they have availability and move locations if possible. This hotel is nowhere near SPG standards. For $300+/Night, stay somewhere else.
November 9, 2014
Rated 3 out of 5 by Vacationer1225 Just ok hotel
Initial check in was ok. Last hotel gave shell leis, you gave nothing. Room had great ocean view, and accomodations were ok there. Laundry took way too long to get my clothes back to me. Had a few issues with room problems, fixed finally.. The Rum Fire restaurant was a JOKE. Had an wine event the night we ate there and it was so noisy for the regular diners you could not hear yourself scream. Food was just ok, price was ridiculous for our dining experience. Pool was disappointing, I expected a larger pool and lagoon style. The grounds were nice and location in Poipu was good. Would pick another hotel next time though.
May 14, 2014
Rated 5 out of 5 by Elmo33 Friendly & Relaxing Stay!!!
We stayed 4 nights and it was a very relaxing and enjoyable weekend. There was a mixup with our reservations the first night but the staff made the correction and we were in the proper class of room on the second night. We have stayed at the other
big name hotels on Kauai but none come close to matching the friendliness and comforts of the Sheraton at Poipu. We've
been staying here every year for the past
4 years and this year, we're planning to
return in June and July!!! This hotel has
almost 400 rooms but the way it's laid out,
it feels like is a small and quaint hotel with
100 plus rooms. If you're looking for a cozy
and comfortable hotel, this is the place for you!!
February 18, 2014
Rated 5 out of 5 by Bill8648 Great Wedding Location
We spent nine nights at the resort, we were very pleased with the room, the location and the staff. We held a private wedding ceremony on the Beach we would recommend the property and the staff.We ate breakfast at the Rum Fire every day and our server TEO was outstanding! Our room was cleaned daily by Gloria and we were very satisfied with the cleanliness of the room.
We would like to have an option of an all inclusive stay at the Sheraton, this is not offered anywhere on the island that we know of, and I think it would be well received by the guests. You could offer different packages from 4 nights to 14 days etc.
January 30, 2013
Rated 4 out of 5 by Luvtrvl Amazing Staff
Wow, does it pay to be a platinum Starwood Member. Even though our ocean view room was to be vacated by noon and we had a flight leaving at 11:30 p.m., the Sheraton staff found us a room in their garden view section and let us stay until 8 p.m. -- no charge because I was a platinum member. Unbelievable! They were so courteous and friendly, we couldn't believe it. Although the hotel is undergoing some renovations, its location is perfect and the amenities noteworthy. Well worth the stay.
November 12, 2011
Rated 4 out of 5 by Bruce1234 Adequate hotel on Kauai
stayed at this hotel 2 weeks ago- we had 3 rooms- the rooms were adequate, although the air conditioning couldn't completely keep up with the heat and humidity and so the rooms were a bit warm and smelled of mildew- however rooms were clean and beds comfortable- we had 2 maintenance issues that were promptly addressed-
the restaurant food was adequate but quite expensive for the quality (we paid $25 a person for breakfast which was just adequate)- there was a good breakfast place a few blocks away that we went to subsequently-
the beach was good for Kauai and not very crowded- the pool was well maintained
June 29, 2014
Rated 4 out of 5 by HIvisitors609 This hotel was a very pleasant surprise.
We frequent Hawaii and have had wonderful stays at each island but this visit was different. The hotel was beautifully renovated. The ocean view rooms have extraordinary views of the Kauai coastline. The pool was a fun way to spend the day and be only a few footsteps away from the beach. A great service that the hotel offers is a shuttle service to local area restaurants or shopping centers- it was so helpful for those days we just did not want to drive. We will definitely visit again and look forward to staying at this hotel. Our only suggestions for improvement would be to expand the gym equipment.
October 8, 2012
Rated 2 out of 5 by KristenH The worst sleep of my life!
The hotel is located in a great place. The grounds are maintained beautifully. The check-in was quick and easy. The young lady at the desk was very pleasant and helpful. The room looked good. Parking was included in the resort fee (which was a great bonus). Overall, everything was wonderful until I went to sleep. I had the worst sleep I have ever had anywhere. I woke up in pain at about 130 in the morning. My back was killing me from the nonexistent support of a mattress that probably should have been replaced long ago. I woke up several more time throughout the night feeling absolutely miserable.
June 18, 2014
Rated 3 out of 5 by JSun Kauai Stay 11/28 - 12/07
Below Expectations, good staff
December 10, 2014
Rated 5 out of 5 by SongFamily Great Stay in Poipu, Kauai
My wife and I just returned back from our trip to Kauai. This was our first time on this island and based on our experience during this trip, it definitely won't be last. Upon check-in, I was greeted by its professional staff member, Sissy, who went the extra mile to ensure that I was getting the most out of the property. She also recognized that we were celebrating our anniversary and made our stay even more special. While the property itself is showing some age, the staff and their service to customers is second to none, and we'll more than be happy to return during our next trip to Hawaii.
July 14, 2014
Rated 5 out of 5 by Chasbo318 First Class in Every Way!
The resort location (proximity to the ocean) and quality of the room accommodations are unbeatable....with one exception: the resort staff!! We were just thrilled with the clean and spacious living quarters and beautiful patio with several chairs and chaise recliners perfect for viewing the spectacular ocean waves rolling in. As close as one will get to Heaven on earth! Unfortunately our stay was interrupted by a family emergency forcing us to leave paradise early. Lonnie, Sissy, and Elaine were beyond empathetic, kind, and helpful....you have some remarkable people working at The Sheraton Kauai. We will be returning soon to complete our romantic getaway...everything is outstanding here, but the employees put The Sheraton Kauai over the top!
October 19, 2014
Rated 3 out of 5 by TJA222 attentive staff
Frequent travelers had the worst night ever as the bed was so uncomfortable. Because of the late hour, we tried to make the best of it, but cannot regain a night of lost sleep. Attentive staff offered room change or mattress change. We chose mattress change and the next night was fine and staff was attentive. Property is in a great location and grounds are well kept. Pool is very small, but beach is just a few steps away. Rooms have been updated, but feels institutional and activity in halls is noisy. Frequent guests at Sheraton Maui and expected similar experience, but that was not the case.
November 22, 2013
Rated 3 out of 5 by poipu12 location is great
Poipu location can't be beat. However the facilities are lacking in many ways. Only one pool with service and drinks, garden rooms are far away, parking is far, only one restaurant with breakfast and dinner as option, rumfire seriously lacking in service while staff servers cranking complain about no buffet. Gym is horrible.
Too amenities that surprised me: laundry room, maid service very friendly, proximity to great shopping and food options and beaches.
The rate is too high for quality of the resort. I found the resort mainly as place to sleep, find the day and food to spend somewhere else.
October 21, 2012
Rated 4 out of 5 by myrt ignored request
I requested a king bed or queen...I ended up with 2 full beds which I really dislike....I was told there were no ocean view rooms available with either a king or queen bed, and due to the fact my reservation was made through a travel agent there was no need for follow through ...something about a 3rd party reservation....very disappointing, but the room was okay and it had a lovely view and we could hear every move the heavy footed person above us made.....did not like the inclusive breakfast arrangement either, very limited......the resort's biggest assets are location and staff...........
February 4, 2013
Rated 5 out of 5 by Tim01 Best Stay We have EVER had!!
We have completed several travels in and around the United States. This is the BEST Resort we have visited on any stay anywhere! The people were and are very friendly and make you feel like you are at your own home! The Resort itself is very relaxing, inviting, and intoxicating with rich native scenery. Before coming to the Islands, my wife said she would not want to stay here, but after the visit here, she told me that she would not mind coming back here to live. That is the best compliment I think because my wife does not change he mind very much.
Thank you for the best stay ever!!!!!!
August 10, 2012
Rated 4 out of 5 by roco great gardens, great sunset, amazing location
great beach for snorkeling, the room was very well maintained, and the landscaping of the hotel surroundings was very inviting, relaxing and beautiful. Staff was friendly and respectful.
i wish all incurring costs were mentioned upfront. we made two calls from the room's phone, to confirm a kayaking trip and a luau, and the charges were unexpected. Maybe next to the phone, having a list of costs, or at checking to be told about what could potentially become a charge. we occasionally like to splurge but we are always on a budget. and i wish that would be respected in every circumstance.
March 13, 2013
Rated 1 out of 5 by vinoman Shabby 3 star in 5 star location
5 star location only applies to rooms on ocean side facing beach and 2 dining facilities. Rooms are dark, dirty, tired and not comfortable...Furniture is worn and maintenance throughout is very poor. We had a deluxe ocean front room which was located in prime spot but otherwise dark, dismal and as described above with totally filthy carpet.
Shuttle service was very nice as part of $25++ daily resort fee and staff pleasant though way too much shouting in the halls....
Management of this hotel is totally unprofessional and unaccommodating and makes no effort to reward loyal customers....
September 29, 2012
Rated 5 out of 5 by Gary79 Great location
We loved the location. Thought the prices were high at the restaurant. Should have some type of bar at the garden pool. The rooms were very nice. The grounds were kept impeccable. The staff was outstanding and very helpful. We had massages and it was great. Over all a great place to stay. We would definitely come back if we ever come back to Hawaii.
March 16, 2013