Rated 4 out of 5 by 1honolulu value
for our needs, this resort was too far from the kailua-kona town and wasn't as clean as it should be. there was water dripping from the floor above onto the lanai table and floor, making it a hazard for my elderly mom. the bathtub was so very slippery, also a hazard, even with the rubber mat provided. the resort features are great for families, honeymooners, and those wanting a restful getaway. i would not recommend it to my family because of location, price and cleanliness.
August 24, 2013
Rated 4 out of 5 by MallyZee Wonderfully relaxing hotel
Lovely hotel with evening water show courtesy of some local manta rays. Friendly staff and clean hotel. Concierge wasn't overly helpful and the hotel breakfast is one to miss - quite ordinary food quality.
August 22, 2013
Rated 5 out of 5 by DGord20 Great service, beautiful landscaping and poolside
Beautiful pool with waterfall. Restaurants serve excellent food. Can watch Manta Rays in the evening at the Manta Ray. The Manta Ray has excellent, fast service. The fish and dessert was amazing. The free cultural tour of the grounds was very interesting and the staff very knowledgeable. Enjoyed the free ukulele and hula lessons. There is a free shuttle daily that stops at the main beaches, the pier, all shopping centres and other places of interest. The rooms are nice with good internet service, comfortable beds and beautiful views. We stayed on the mountainside 6th floor and it was very quiet and relaxing. The staff was very accommodating to all of our needs and requests. My son enjoyed the games room and seeing the spayed/neutered cat family.
August 22, 2013
Rated 5 out of 5 by LQ13 The view is fabulous!
Our stay was wonderful and relaxing. The pool is large and slides are fun. Free trolley takes you to the beach and into Kona for eating and shopping. Must check out manta rays from area just past the bar. Best when boats leave, about 8:30-9:00 pm, late but well worth the wait.
August 20, 2013
Rated 4 out of 5 by AGHC Great Location, Could be a great hotel
We stayed for 9 nights Aug. 2 - 11 2013. Had an ocean front room. Beautiful view of the ocean. The mantas did their dance every night right in front of our balcony. Incredible animals.
At check in we were told that the package we booked on line was not what we were getting. The hotel seemed to have no knowledge that we had booked a room with a breakfast package. The front desk staff claimed that they do not have such a package. After getting out the ipad and showing them the online package we booked the hotel ultimately agreed to include the breakfast for two each morning. They certainly had the correct price for our booking, just not the inclusions for the price.
After getting the above sorted out, they hotel staff failed to deliver to our room the breakfast vouchers for our stay. We had to again go back to the front desk who found them, supposedly sitting on a bellman's desk for many hours.
After the first full day we returned to our room to find that it had not been cleaned. The cleaning staff showed up at 4:45pm to clean the room. After being out all day and wanting showers we just told them to try at a better time the next day.
The cleaning staff that looked after our room seemed to have a problem cleaning the large mirror. I made a few marks in the dirt that had built up for some time on the glass surface.
Also, for some reason we were not provided with soap in the room for the last few days. Perhaps a way to cut on expenses?
We attempted to book an excursion near Hilo through the activities desk. It was a boat trip to view the lava flowing into the sea. The lady at the desk told us the lava had stopped flowing and that such a tour was considered dangerous. It turns out that the lava was indeed flowing and quite well. We booked the tour on our own. As the tour operator does not pay others to book for them, the hotel of course will not recommend such tours. Lying about the lava not flowing was pretty poor on the part of the hotel.
Having said all of the above, the grounds are beautiful and very well maintained. All other hotel staff we spoke to very nice and most helpful, especially the valets. The restaurant, Rays, was great. Having dinner watching the mantas a few nights was very cool.
The hotel could be a great place had it not been for a couple of experiences I had noted above. Once the hotel gets it act together, it will be perfect.
The pool is fantastic and would be a kids dream.
August 13, 2013
Rated 4 out of 5 by mluglia2013 5 star
what amenities, what a location, what an excellent staff!
August 13, 2013
Rated 5 out of 5 by s4378 This hotel has excellent staff...
The staff at the hotel was awesome...from checking in, to the beautiful upgraded room, and the staff at the pool bar. Everyone was awesome! Beautiful stay all around.
August 12, 2013
Rated 5 out of 5 by Chris1228 Pools, bars, restaurants
Hotel has everything a family needs for fun all in one place. The pools and water slide are great for the kids, while mom and dad can sit nearby at the pool bar or pool side and relax.
For evening dining, there are two dining options on site for healthy food choices with an a great view of the ocean and sunset.
August 11, 2013
Rated 4 out of 5 by BriLis Secluded
Beautiful hotel with outstanding rooms and grounds, but.......Everything closed too early. There was no where to get a drink or snack after 11:00. Not even a vending machine. We were told to drive to a gas station if we were thirsty. Had to get out of pool to get a wrist band even though we were not informed of such policy at check in.Spa was great.
August 5, 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 3, 2013
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 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 2, 2013
Rated 5 out of 5 by kkgkicker Excellent service
Service was at the highest level. Facilities were well staffed and well-maintained. Especially appreciated the free activities. The staff was very hospitable toward my kids.
August 2, 2013
Rated 5 out of 5 by rfan02 Sheration Kona Resort and Spa
This resort and it's location exceeded our expectations.
July 30, 2013
Rated 5 out of 5 by bqc24 Sheraton stay July '13
Our first time to Kona and the Sheraton made the stay memorable. Our whole family thoroughly enjoyed the pool and its slide and kiddie beach. Another plus was that the pool was comfortably warm. The Sheraton staff was extremely polite and helpful, exemplifying the ohana spirit. We would definitely come back to this hotel again.
July 30, 2013
Rated 5 out of 5 by reloc013 Friendly Staff
Your staff is very friendly and truly promotes the Aloha Spirit
July 30, 2013
Rated 4 out of 5 by Katastic Vacation paradise!
Amazing ocean views & resort location. Really helpful staff. Best luau on the island! Amazingly the luau food was as great as the show! Beds & linens were great quality. Breakfast buffet was well stocked w a lot of selections and fresh fruit.
The water slide was awesome for kids of all ages!
Only thing that keeps it from overall excellence is "high end" Ray's restaurant that had a limited menu, limited wine list and so so food. Spa was fine. Gym was great.
July 28, 2013
Rated 5 out of 5 by ROLLIE3 My Experience
Good location. Quite. Feel very relaxed. Nice to be able to see the Manta Rays at night, right at the door steps. Staff are friendly and courteous. Clean environment
July 28, 2013
Rated 2 out of 5 by maui83 Great Location, Service Needs Improvement
The Sheraton occupies a great location right on Keauhou Bay, with great views of sunsets and verdant mountains. The rooms were also well-cared for and very clean.
However, the front desk staff and resort amenities were disappointing. When I fell ill during our trip and called to ask about borrowing a thermometer, the staff person joked that she wanted to make sure "you're not going to die during my shift", then said that if it was something that would send me to the hospital they could probably "rummage something up", but otherwise I should just use the "old-fashioned method of hand on forehead". I don't know if she was trying to be funny, but I thought it was annoying and lacking in empathy. Second, we were less than impressed by the on-resort Holua Bar, which served fish tacos with terrible cuts of mahi in them -- dry, extremely fishy, and probably frozen. I almost never complain about restaurant food, but being from Hawai'i, I took personal umbrage. They apologized and removed it from our bill, but it should have never been served in the first place. Finally, the resort charge of $30 per day seems exorbitant, particularly when most of the "services" paid for were things we never used, like lei-making, hula classes, and long-distance and local phone calls.
July 14, 2013
Rated 5 out of 5 by Jmama Great for families
The large pool with both a large water slide and a small water slide was excellent for our family with a 13 year-old and 11 year-old.
The manta ray watching in the evening was also a highlight.
July 14, 2013
Rated 5 out of 5 This hotel exceeded our expectations
From the time we arrived to the time we left we were treated like ohana. Everyone on the staff including the housekeeping crew enthusiastically greeted us with sincerity. The rooms and grounds were stellar. The hotel cultural tours were amazing and I highly recommend them. Lily and Crayton set the bar of excellence.
July 13, 2013
Rated 5 out of 5 by Don28 Wonderful Stay
I was very pleased with our four night stay. I used points for the room and was still upgraded to a full ocean view looking out where the Manta Rays were swimming every evening. Also was given ocean front seating for dinner at Ray's on the Bay without reservations on a Saturday night. Probably the best experience I have had as an SPG Platinum member.
July 7, 2013
Rated 4 out of 5 by 808Jenn Pool is great
The pool is awesome, love the slide and option of having some covered chair areas.
July 5, 2013
Rated 4 out of 5 by Brent0525 Needs Improvement
In terms of a hotel everything was fine. The issue is in communication and doing what needs to be done in a hotel right the first time. I called to ask when the music stops and was told 9:30PM. A few days later, the night before most of the hotel is getting up to run in the Kona Marathon, music is still playing. When I called the woman who answered said she would send security. When I spoke to Nadine about it, she informed that music actually stops at 11 PM. If that is the case why would anyone tell me 9:30PM. In the same conversation I expressed my upset about the cleaning service. I do believe in green and many hotels have green initiatives, but I have NEVER heard of a hotel which puts a room on a DO NOT ENTER LIST when they use the sign to not change the sheets. This is particularly upsetting when there is a RESORT FEE and part of that fee includes free water, which we now needed to call EVERYDAY FOR. When I spoke to Chad earlier in the week, he said no problem and got it done. When I spoke to Veronica about it she told me to call housekeeping, when I mentioned what Chad did, she picked up the phone in a huffy manner and made the request. This did not make me feel like a NEW SPG guest who was welcome. When it came to the points it says they are good the day of, so I turned them in daily, until I was finally told not to b/c I will not get the full credit. This Veronica did correct with pleasure. There was then a problem with my bill, in which one of my rooms was to get a credit. I made it VERY clear which room it was, and of course they got it wrong and could not fix it until about 3 days later and calls to Tawny. In addition, your fitness center was freezing. Back to Nadine, who I felt was condescending and was more than willing to let me know the problems the hotel was having with its management and how they are going back to Starwood. What good does that do me? Do I really care while I am on vacation what her problems are with her job? Why would I want to stay there again? If you ask me part of the problem was Nadine and her lackadaisical attitude. I vacation about 2 times a year and I am not sure if this will be someplace I return, or use a Sheraton again. Please let me know why I should? I would like to commend Blaze, the Concierge and Jess the Valet. They were always smiling, helpful, and when on duty present in their duties. These two know what means to be of service to people and give them the opportunity to relax and enjoy.
July 2, 2013
Rated 5 out of 5 by juna fantastic
Our stay was fantastic. The facilities were impressive and the location was beautiful.
June 30, 2013
Rated 3 out of 5 by disappointedman Not interested in our confort
This was not a complete bad exeperience but I will just list what went wrong :
- Bathrooms --> bathroom in the room (no door) / Very old shower (how coul you provide a modern bedroom and so old bathroom ?)
- Marathon's day... :
I'm pretty sure my travel agent told you we were in honeymoon...so we are looking for calm and rest. Our room was just over the marathon arrival ! (the concert the previous day in the evening, why not...), but the 2 people roaring in a megaphone at 6 a.m, that is unacceptable. We finally left the room at 7 (impossible to stay longer) to go at the pool. What a surprise to see the participants going to the pool without taking any shower (running and going directly to the pool, usual in the US ??? I don't think so, and of course, no staff to warn them...). So : no pool
When I went to the front desk to share my "suprise", they told me, "Marathon soon finished, it will be OK for the next night", "sorry for the pool, I'll try to do something" and finally give me a $50 dollar back !!
Do you really think I'm travelling from France to San Francisco, Hawai'i Islands and NYC City to get $50 ????? She nevers offers me to change room or to provide a service (in-room breakfast, diner, spa, whatever...)
PS : And room cleaning at 3pm... no comments
June 30, 2013
Rated 1 out of 5 by syoung6126 Poor Choice, total disappointment
In a nutshell; Tired, dreary, worn out facility. Needs a good, large bulldozer , clean slate, and fresh state with poor customer service.
My family experienced travelers, (vacations and business).
This hotel was not a good experience.
On arrival, we were give a tiny room for a family of four and got a complete run around from staff and management about a "compromise". They offered the same room and a cot at $50/night. My son was supposed to sleep on the floor I guess. We had ad to muscle our way into getting what t we were original promised (AND PAID FOR). This took until the third day of our seven day vacation (we ended up going home a day early because we were so upset with the staff at the hotel. Oh, by the way. For the first three days we could not shower in our "room" as the bathtub would not drain. (not exaggerations).
NO MORE SHERATON fo this family...any where.
I summary, if you a are in search of a disappointing Hawaiian vacation, stay qt this "hotel".
June 29, 2013
Rated 5 out of 5 by AlnHouston Kona Marathon Week
The one thing that stands out and in my opinion was the staff- EXCELLENT! Attentive, friendly & result oriented. Thank you for making my stay very enjoyable. No complaints.
June 29, 2013
Rated 5 out of 5 by ArGWI Above our expectations.
My family of four stayed for a week at the Sheraton Kona and had a wonderful experience. Friendly staff helped us plan our days on the island and we were able to relax back at the hotel after our daily trips. All areas of the hotel were top notch and were a big part of our family vacation.
June 27, 2013
Rated 5 out of 5 by travelgal1969 Comfortable Stay
We stayed here for 2 nights at the start of a 9-night visit to the island.
We were upgraded to an ocean view room which overlooked partial pool/slide area and a BIG plant blocking most of the ocean view. The patio was spacious, but when it rained you could hear the water splashing down from the balcony above you - was a bit annoying.
The pool area was very nice and had great views. Their pool bar did not open till noon, so I walked to the restaurant and ordered 2 to-go Bloody Mary's and they did it for us! That was great customer service.
Our room was spacious and the bed was comfortable. Typical Sheraton décor and comfort which is good.
Overall, I would recommend a stay at this hotel.
June 26, 2013