Rated 4 out of 5 by Jadeforest We will return to Sheraton Keauhou!!!
A very Warm welcome at the entrance and at the reception, throughout our stay always friendly staff, in the restaurant, at the pool. Especially the Housekeeping employees were most helpful, friendly and polite every day.
November 1, 2013
Rated 2 out of 5 by Kaimana Business Stay
Room was next to the elevator and it sounded like a plane taking off when in use. Front desk staff were slightly rude and aloof. Waited in the wrong place and no one said anything. I figured it out myself after they helped people who came later. One night there was a loud party of locals next to my room. The pool was filled with non guest patrons who came to work the building expo. Also I heard a couple kids say their parent were working at the hotel. Disappointing since I've stayed there several times and was happy with everything. Going down hill fast. One of my pillows smelled so bad it stayed on the floor the whole stay (4 nights). Not business friendly at all.
October 29, 2013
Rated 5 out of 5 by Mary53112 Five Star treatment from the staff
My husband and I spent 3 nights here at the end of a 2 week trip to Hawaii. We arrived a day early due to the national park closures, and unknown to us, just before the Ironman Triathalon. The hotel was very full but service did not suffer.
I have spent about 30 nights in hotels in the last year, and the staff here made an impression on me that surpasses all of the others. Almost every hotel employee that I interacted with did whatever they could to make my stay more pleasant, and in a way that I thought they did it because they cared, not because it was expected. Nani in the front reception team is fantastic.
We dined at Rays on the Bay and also enjoyed the hotel buffet breakfast. The food at both was outstanding. Our room was clean and comfortable.
We will certainly be back the next time we are on the Big Island!
October 25, 2013
Rated 1 out of 5 by EliteReviewer This hotel should not be considered when booking hotels in Kona
This Sheraton location failed to meet my expectations and furthermore failed to up hold the standards of Starwood Resort Properties. Clearly, tourists have a choice when staying on the Kona side of the island and I thought I'd pamper my husband and I with a nice Starwood Resort for our anniversary. What a mistake.
Although, the hotel is Oceanfront with scenic views of the ocean, bay, mountain, and city, the hotel itself is downright disgusting and almost entirely uninhabitable. The building itself has a great open air concept, however the railings are crumbing and falling apart. This is completely unsafe and very unsettling. If the hotel doesn’t make safety a priority for guests, than what else are they letting slip through the cracks?
The hotel is in need of a major renovation and updating. The hotel is very dated and has significant signs of wear. The hotel rooms smell like smoke, the shower is moldy, and the carpets are heavily stained also with indications of mold. The bed linens are tattered and have mysterious stains. The toilet is commercial. It is tankless with exposed plumbing something you would expect to find in a gas station, not a resort. Housekeeping here is lazy and careless. When a guest request extra towels they should be provided. It’s just towels not a bottle of champagne.
Everything from checking into to the hotel to the pool was disappointing. The front desk staff was unwelcoming and unfriendly. The pool chairs are dilapidated and worn out. Perhaps this property was built on sacred ground because the energy is so bad and all the staff throughout the entire hotel seem genuinely annoyed with their jobs it was very, very weird. Please do not claim that you are a resort and charge guests a substantial resort fee when you are more of a motel with poor customer service.
October 22, 2013
Rated 5 out of 5 by Flash58 Amazing Vacation
The Sheraton exceeded our expectations in every way.
October 22, 2013
Rated 5 out of 5 by Cassie47 It has the most gorgeous location.
We had the most relaxing time here and were so much in love with hotel and locale,we would love to come back,time will tell.
The Mantas were so exciting and next time I would hope to swim with them.
October 22, 2013
Rated 4 out of 5 by Book2013 This hotel has a great breakfast and a balance of activities
The Sheraton in Kona was a good place overall. Our oceanview room had a nice view but was close to the dinner area so the music was pretty loud in the evening hours. We also had to call one afternoon about a room cleaning but the Sheraton team was quick to respond. The morning breakfast being included was a great change of pace from the higher food cost as a whole in Hawaii.
October 20, 2013
Rated 5 out of 5 by barbf loved this hotel!
we held a seminar for our managers for a week. The staff was amazing, in particular, Lily and Nicole, who took care of our needs and shared the special culture of the hotel with us. I was really impressed and will tell my friends and colleagues about this wonderful oasis!
October 19, 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 4 out of 5 by Lkeat First time to Big isalnd
The Sheraton facility and experience was exactly what is advertised and what we thought it would be. Location was very good, check in OK. Being gold members we got automatic one level upgrade and were offered additional upgrades for slightly extra expense. We looked at a couple of other rooms and did change to one same level. Staff was friendly, and we utilized free valet parking as our "freebie". The valet staff were prompt and courteous. While we did not use valet every time during the day, it was a treat to have car downstairs waiting in morning and be able to drop off at night. We had some meals at hotel and the food was above average, but you do pay resort pricing. An additional benefit we received was 15% off food at the restaurants within facility. Ray's (not to be confused with Roy's) had nightly live entertainment and was busy whenever we were there. Viewing of the manta rays is a nightly occurrence and you need some patience from the shore viewing area. Check out was a breeze and even though we were there during the Ironman Triathlon competition getting around was not a problem. Kailua town was fun and a short drive away - parking was no problem. The activities we wanted to take part in - golf, snorkeling (amazing!) were readily accessible. Exploring the island to see some other areas was not a problem. It was a bummer that the national parks were closed (federal government shut down), so no Volcano National Park. This island is fairly large and driving to far side will take a couple of hours. They have a luau on site and it was fun, or maybe we just had some fun people at our table. There are no sand beaches on property (but they do not advertise this so...), but there is a sandy area within walking distance, and a good snorkeling beach is about a 5 minute drive away. All in all a relaxing stay. They seem to be upgrading the facility, new paint, the grounds were very nice, but the building is from an older era, and any comparison should be made within same class and price range of this facility. Mahalo
October 15, 2013
Rated 4 out of 5 by Susie68 Return Trip To Sheraton Kona
Once again we had a great stay in Kona at the Sheraton. When a heavy rain threatened everyone's dinner plans at the Sheraton, the staff moved the dining and smiled as they did it. Interactions with the staff were always pleasant and helpful. Beautiful grounds and views.
October 15, 2013
Rated 5 out of 5 by golfer43 Ironman
Hotel has great pool and a very relaxing environment.
October 12, 2013
Rated 5 out of 5 by Bertschtree Concierge & Facilities were excellent; Staff not great
My family & I stayed here the weekend of my wedding. We did not get married at the hotel, but the hotel was a good place to stay!
- Gary, our concierge was a gem! I cannot say enough about how wonderful he was. We could not have organized our trip and wedding without his assistance!!!
- Location is amazing
- We were upgraded to a suite (SPG Gold), which had a fabulous view
The general hotel staff seemed SUPER disorganized. Three examples:
- My sister was checked into an occupied room
- My grandparents' request for an accessible room was confirmed, then lost when they checked in
- We received breakfast vouchers, then told they were not valid
October 8, 2013
Rated 5 out of 5 by RP74 Wish I could have stayed longer.
Staying at your hotel with your staff was the only bright side of my island stay.
October 8, 2013
Rated 4 out of 5 by Allmar68 Great for familys
Great for kids pool is awsome!!
October 8, 2013
Rated 5 out of 5 by cc88 Ocean View is Great!
Loved the ocean front room, pool area and grounds. Great staff!
October 4, 2013
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 Hh123 Understated elegance
It was lovelier than we imaged,if that could even be possible. The hotel , the staff were exceptional & gave the extra personal touch.
September 29, 2013
Rated 4 out of 5 by menehune2013 Pleasant Stay
Rooms were very comforatable and clean. I enjoyed the fitness center too.
September 27, 2013
Rated 4 out of 5 by Newburgh Aloha Spirit
Quiet Hotel given the open air design. Rooms larger than expected. All facilities were clean an neat. Staff was friendly and engaging. Especially liked the enthusiasm of the young man who gave the get aquainted with island of Hawai'i talk and the gentleman who lead the Historic walk of the grounds tour. Both were very informative.
Activites during the day were nice and would have like to have had the time to attend more. Did attend the yoga which could have been earlier.
Seeing the Manta Rays at night was nice but they need additional lights to illuminate a little more of the bay.
The pool was nice/quiet and had fun using the slide. Didn't use the Spa. Our lani was big and we enjoyed relaxing on it. They just need to weed the flower box. It overlooked the side of RAYS but we never heard any noise from there at night. There was a wedding on the lawn but the music shut off around 10 pm.
The one thing that was disturbing was the birds which fly into and around the dining room. They land on buffet and tables and eat food. It was cute at first, and then put us off eating at the restaurant when we saw them walking and sitting on the bufet food.
We had a really nice stay and I would book here again.
September 27, 2013
Rated 4 out of 5 by Sfosmo Excellent and affordable Sheraton resort
I enjoyed my stay there for 5 days. Well-maintained, beautiful, and surrounded by pools and gardens. It's located in the location where you may prefer its silence unlike Kona downtown.
Few shortcomings were ants in my room (pesticied but still come back), no beach (but volcano rock and manta ray right in front of you), and noise from restaurant (stopped at 10pm though).
September 25, 2013
Rated 5 out of 5 by Ahtnahs Excellent staff, Great Location
The staff were very helpful, friendly and accommodating. I would like to specially mention Kori, Nani, Troy, Regena, Vicky, Jerry (or Gary? at Concierge), Chef Clem.
I would like more choices on the menu at Rays By the Bay.
September 22, 2013
Rated 5 out of 5 by Eileen52 Love the Hotel, the Manta's, Ray's on the Bay
We have just moved to the Big Island to a small coffee farm and will continue to enjoy our getaways at the Sheraton. We love the location, the fabulous views, the Manta's, Ray's on the Bay.
September 22, 2013
Rated 3 out of 5 by Ikuyu The staff is excellent and has a grand exterior
The staffing at the Sheraton was excellent! The exterior of the facility and its layout was wonderful. It wasn't until one entered the room that the hotel went downhill.
We had to have the exhaust vent cleaned, it was covered with soot. There was no stereo, cd player for blue ray/dvd player, which was an inconvenience since we purchase cds and dvds during our trip.
Golf was virtually ruled out, which was a disappointment since we played golf on all our trips to Hawaii.
September 22, 2013
Rated 5 out of 5 by Hippie55 Beautiful property
I was very impressed by the looks of the hotel & surrounding property. The staff was very polite & helpful. A very pleasant stay.
September 17, 2013
Rated 5 out of 5 by donandvicky13 friendly staff
rays was had great food and janine our sever was prefect, and i have worked in the food services industry for over 30 years
the pool was a blast
the bedding was yummy
and i am going to your resort for my birthday on November 11& 12th because we loved it so
also i am going to take my husband to your resort for his birthday for a week on november
27th in kaua'i we are so looking forward to both our trips!!! thank you
September 15, 2013
Rated 3 out of 5 by Davedd Average Stay, But No Other Starwood Choice on Big Island
Location location location. Please do yourself a favor and choose a room as far from the pool as possible, unless you enjoy the sounds of Disneyland right outside your window.
Initial room was located facing the Rays on the Bay and was very peaceful with 12-15ft ceilings. All went well until our nightstand got infested with ants. After which we were moved to another ocean front room right over the pool. The front desk did try to up-sell me to a suite, despite my platinum membership, very disappointing.
New room was smaller, had lower ceilings, leaky mildew toilet, broken building elevator, and worse of all, it was right over the pool. Romantic vacation went into disaster with soundtrack of an amusement park from 8am-10pm. On the plus side, all staff I've encountered (besides the front desk responsible for the switch) was very delightful.
Would I stay here again? Looks like I have no other choice unless Starwood plans on opening another property (please do on Hilo side).
Note: No onsite beach, but several paths around the property to take a stroll. Also participates in Green Choice. No club lounge but cash snack bar on ground floor. Wifi is free to all, but is HORRIBLE. No wired internet connection available in room.
Favorite Plat Benefits: Ocean Front upgrade, free valet parking, free daily breakfast buffet for 2 persons ($50 value).
September 6, 2013
Rated 4 out of 5 by darb Good first stop during our vacation
Excellent facilities, nice cultural programs, a bit South of town but no busy traffic and have shuttle but may want a car, good restaurant, lights to attract manta rays for night time feeding, convenient location for departure of snorkeling/boat trips, no beach but it is the big isand after all, nice pool(s), terrible internet service when it works.
September 5, 2013
Rated 4 out of 5 by Slacker1625 Comfortable And Clean
Must say that my wife and I thoroughly enjoyed our stay at the Sheraton Kona Resor & Spa. From the time we arrived at the hotel until we left, the staff was courteous, helpful, and showed a lot of the "Aloha Spirit". The grounds were beautiful and well kept. Enjoyed the pool and jacuzzi and just relaxing. Also, enjoyed the close proximity of the Keauhou Shopping Center and the easy shuttle service. Well done.
September 3, 2013
Rated 3 out of 5 by hawaiianmac Nice stay
Friendly bellman, beautiful lobby, but difficult to find registration desk. Nice ocean view; keiki loved the pool!
September 3, 2013