Sheraton Kona Resort & Spa at Keauhou Bay

  • 78-128 Ehukai Street
  • Kailua-Kona,
  • Hawaii
  • 96740
  • United States
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Rated 4.1 out of 5 by 552 reviewers.
Rated 3 out of 5 by 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 Excellent Hotel My husband and I stayed at the Sheraton Kona for our honeymoon. We were greeted by friendly people and given a few gifts for our recent marriage. The room we stayed in was very well kept up and decorated in a modern style, which I like. The king size bed was amazingly comfortable and we slept soundly each night. Since we were on our honeymoon, we decided to splurge for an oceanview room. It was the best decision we made because the view was breathtaking. The hotel is right on the water and we woke up every morning and looked at the beautiful blue water. We were also close to the pool and slide, which wasn't noisy at all, and we enjoyed watching people go down the slide or swim in the pool. We did end up having a problem with housekeeping one day, and they never showed up to clean the room. We had to call for fresh towels and water and finally received that. We told the front desk about our issue at checkout and they gave us something in return. Out of an entire week there, missing one day of housekeeping wasn't a big deal to us. The staff was friendly and everyone said aloha as you walked by. The only issue I have with the hotel is the elevator. We were on the fourth floor and the elevator was sooooo slow. It doesn't help that there is no air-conditioning in the elevator because it got really hot as well. By the time you got out, you would be sweating up a storm. In a location that has high humidity, I would say they should update their elevators a little bit. Overall we had a great experience and we have talked about going back as soon as we can! July 23, 2014
Rated 4 out of 5 by A Miracle Transformation OVERALL IMPRESSION: My previous review of this property some two years ago was not very positive because it was truly down-at-heel. Now, after its recent re-fit, I can truly say they have given the place new life. SPG RECOGNITION: Could be a bit better - we did get a top-floor ocean-facing but otherwise standard room. No in-room amenity. No special requests honored. Platinum Breakfast is the full buffet in the newly-decorated AinaKai and this was great. THE ROOM: New furniture, carpeting, amenities with a retro-Hawaiian feel and a serene earth-tome color scheme. Bathrooms have had only a superficial re-fit but still quite acceptable. LOCATION: Seven miles from Kona town, this is really a destination resort but if you come for the spectacular pool and Manta Rays, who cares? In any case, there is a shuttle to nearby shopping centers and town for those who wish it. EXCEEDED EXPECTATIONS: Even on an island of swimming pool extravaganzas, this one scores high with its lagoon design meandering through the property and its great slides which keep all the kids - and many adults - screaming with joy all day! DID NOT MEET EXPECTATIONS: While in general I feel a new wave of energy and pride in the staff, I think the Reception can still be somewhat brusque and not always shining with Aloha spirit. With tons of package tourists and air crews around, they seem a bit harried. January 16, 2013
Rated 5 out of 5 I WILL be coming back! Planning our Hawaii trip was so stressful, with all the options we got overwhelmed, but I'm glad that we finally selected the Sheraton in Kona. Such a great decision! My Nana and I had many many remarks about how spacious it is at this hotel, it is like the space took a giant inhalation and has suspended itself in time. If you love the water, this place is for you! I took the trolley many of our snorkeling, snuba, and swimming adventures. There is also a pier in walking distance away where you can hop on a boat to go out to great snorkeling spots, rent a kayak, or a paddleboard. The free breakfast was one of my favorite reasons for being here. And the beds were wonderful, I overheard other guests saying this too. The staff was so kind!! And the pools are beautiful. Once I saw dolphins in the ocean as I was walking around the spacious, beautiful gardens right next to the pool. This is a great spot! The trolley was really nice too. We were there for a week without renting a car, but after 1 week it seems like a car is needed. I had a great time at this place =. There are many events in the mornings, like hula lessons and yoga. Once I walked around the lava rocks in the morning, at the edge of the ocean just outside of the hotel, and there is so much life there!! It was beautiful. Beautiful beautiful beautiful. Oh! If you can, visit the fern rainforest and lava tube, it is on the other side of the island, but definitely worth the trip. September 24, 2012
Rated 4 out of 5 by Enjoyed this hotel Staff members were very friendly and worked to accommodate our needs. Very nice facility that has the unique feature of being able to observe the mantas. July 18, 2014
Rated 4 out of 5 by ~Kona Sheraton ~ This hotel was one of the most beautiful Sheratons I've ever been to! Pretty scenery and beautiful nature along with activities for the kids and a fun waterside! I would totally recommend it and would definitely go back soon! Everybody was super friendly too and very helpful!! Love, Love, Love the Sheraton Kona Resort & Spa at Keauhou Bay, mahalo!!!! =) July 13, 2014
Rated 4 out of 5 by Hotel Restaurant "Ray's on the Bay" They are staffed poorly and not very customer oriented. We were turned away the first time. Decided to try again. Waited an hour and a half for a table and when we were seated were first given the list of what they did not have. Our meal was not cooked as ordered. Waitress was so upset by the cook that she left. The manager then came to tell us. Felt so bad for her none of what happened was her fault. Also we planned on golfing but was not informed that the golf course next to the hotel was closed due to renovations. We were told there were restaurants near by...none in walking distance so you have to have a car or use the Trolly. January 6, 2014
Rated 4 out of 5 by 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 1 out of 5 by Just Awful Just spent 7 days of frustration and disappointment at this facility. The hotel is old, which in itself isn't an issue, but this one is in great need of more than just a coat or teo of paint. It was all too apparent that staff paid very little attention to detail and the majority showed little interest in the jobs they were doing and/or lacked the appropriate training. The room booked was ready when I checked in, but I was greeted with soiled towels and gym mats in the dresser. The room was serviced poorly throughout the week: coffee, tea and creamer not replenished; shampoo, shower gel, mouthwash, only replenished sporadically, trash cans not emptied every day. It's perhaps understandable if this happens once, but it was the rule rather than the exception! Guest services seemed equally ill-informed or incompetent as a simple question concerning the time I could expect my laundry to be returned was answered with three different times within 30 minutes. It wouldn't have been so bad, but they were all wrong. Laundry given to front dear staff on Monday morning before 7 AM did not get back to me until Thursday. The explanation that the hotel was working with a new laundry service interests me little; the inconvenience of not having clothes for the majority of my time at the hotel was. Credit, however, where credit's due: the hotel restaurant food was well cooked and the kitchen staff were on top of their game. The wait staff was more of a mixed bag, one evening being competent, helpful and clearly understanding her job, to another where the waiter did not know the menu or the wines. Perhaps the worst service experience came at the lobby bar, where empty bottles and glasses were left strewn around the tables as our order was taken and remained there for the 45 minutes we were there to "enjoy" our drinks. I even had to remind the barkeep that I wanted to close out the tab, as he also forgot this request the first time around. The concierge was also of little use. We asked him to find stores in the vicinity that ship flowers and fruits to the mainland. His computer system was just booting up when we asked so he said he would leave a message for us in the room. No message, no apology, nothing. January 26, 2013
Rated 3 out of 5 by Old World With Old Technology I stayed at the Sheraton just after Christmas and it was very busy. As a platinum member my suite night award request was denied, but the hotel upgraded me 1 class of room to a "partial ocean view" which really meant a view of the tennis courts and if you strained your neck, a slight view of some water over the rooftops. The room was very clean, even though the hotel is very old, the room was okay. The bed was comfortable. The bathroom is small but adequate. My room was fairly close to the center of the hotel and throughout my entire stay, there was very little time when the wifi actually worked. It was completely out for two days. Twice the hotel connected me to the IT help desk, which ended up being Time Warner Cable, and they told me that there were known issues at the property and dozens of gusts had been calling to complain. They had no estimate for when the issues would be fixed. I spoke to a customer service manager, who came and reset the router, the wifi worked for about 20 minutes. Later that night I spoke to another customer service manager and he told me the issue was the capacity at the hotel - they were sold out, and the network was "clunky." He suggested I use the Link at Sheraton, but that network was just as unreliable and wouldn't actually connect near the pool. I can't imagine someone on business staying w/out internet and as someone who runs several website, it was impossible for me to stay, so I left 3 days early. There is only 1 restaurant open per meal time. In the morning there's a breakfast restaurant. At lunch time the only option is the pool bar and at night there's Rays on the Bay. It was very busy. The hostess told me that they don't like to seat parties of 1, that they only had a few two-top tables and there would be at least a 30 min wait. While I stood at the hostess desk three groups walked up w/out reservations and were sat immediately. She told me to go to the bar. Her attitude really turned me off to the whole hotel. The valet/bell staff are the most friendly at the hotel. But otherwise, service is slow. It took 90 minutes to get a hotdog for lunch at the pool bar and the service was terrible. The bartender was friendly and helpful and a lot of people were just walking up to get their own drinks, napkins, etc... The hotel shows its age, but there are some very nice views from the lobby. The area felt somewhat isolated and not like a beach or island resort. It is also very family oriented. While I was glad to have a clean room, it was very unfortunate that there was no working wifi and that the staff seemed to think it's okay to discriminate against solo travelers. It was disappointing overall. December 30, 2013
Rated 4 out of 5 by Fantastic It was an amazing stay at this resort. My wife and I just loved this place. We spent a week and we enjoyed the fullest. July 16, 2014
Rated 4 out of 5 by On the Edge of Paradise I was reluctant to visit this Starwood property because frankly, it looked quite seedy. I was happy to hear that they had a huge face-lift and took a chance. We were pleasantly surprised. There was a bit of mold in the bathrooms, and the cleaning solutions were a bit strong, but other than that, the room was great. We really appreciated the Gold upgrade we received at check-in, Rays was quite good (we ate there twice) and the rays were such fun to watch; the food at the outside bar - not so much, but we loved the pool and slide. That we could get a pool/ocean-side cabana for $25 was wonderful! View can't be beat! We'll definitely visit this property again. May 23, 2013
Rated 4 out of 5 by Excellent facility, poor wireless connectivity Excellent facility, clean, modern and centrally located in the Kona district. I have only one, albeit minor piece of constructive criticism: the wireless internet service was not up to the standards set by the rest of the resort. I had difficulty logging on due to expiring access codes. Not until the third day did someone explain that the code was only for the room and that the Sheraton link was intended for use near the coffee shop and no wireless service near the pool was intended by either system. In today's world of highly portable tablets, universal wireless service with a single logon throughout the grounds is a must. January 29, 2013
Rated 3 out of 5 by Pool Bar needs improvement The pool bar closed was before the pool closed so you couldn't get a drink. Pool bar was out of Strawberries during our entire 6 day stay. Also out of other ingrediants to make smoothies. Our Pina colada's each day was made differently. It wasn't consistant. Servers were great though July 7, 2014
Rated 5 out of 5 by Food and service We ate happy hour pupus at the pool. Sarah served us and was so nice and friendly. Te food was more than ample and very delicious. There was so much food that we saved our food in the fridge for the next day. When I asked the pool staff if the kitchen could heat up out left overs they were very nice about it. After not wanting to waste such delicious food I was really pleasantly surprised that the kitchen gave us a whole new serving of food rather than heat up our leftovers. Service went above and beyond. My children and I loved the pool and the game room. Th room was very nice and comfortable. April 21, 2014
Rated 4 out of 5 by Like A Private Botanical Garden The hotel grounds are outstanding. We went for a morning walk along the foot path every day. It was like walking through a private botanical garden. Right on the ocean too, and exciting to watch the waves crash against the lava rocks. Internet and TV service was poor. Rays on the Bay service also poor, but good for drinks at the bar. Everything else was great - the gigantic pool, slides, food and beverage service, housekeeping. This is a nice, quiet place to stay. I highly recommend the Sheraton Kona. Also, try taking a drive up the coast towards town. The scenery is lovely and there are lots of shops and restaurants to choose from. I can't wait to go back next year! December 13, 2013
Rated 3 out of 5 by Good, Some Opportunity We've stayed here a couple of times. Convenient to Kona and a nice setting without being overly big and cumbersome to get around. Decent main restaurant. You pay a resort fee here even when using points, waived at the other major resort we stayed at. Room had minor issues (leaking AC), but we dealt with it. July 2, 2014
Rated 5 out of 5 by Excellent hotel stay We just returned from an excellent stay at this hotel. The grounds are beautiful, the staff was extremely helpful and friendly. Walter at the pool, was so fun and friendly with the kids and always had a smile and hello. Even though the rooms are a little older (especially bathrooms), the rooms are well kept and very functional. The refrigerator made it very easy for us to keep snacks and fresh water around. The hotel is nicely located just out of the hustle and bustle of town and close to a good shopping center and nearby snorkeling. We were very pleased with our hotel choice and would highly recommend it. January 8, 2013
Rated 5 out of 5 by Absolutely Perfect If you stay anywhere else you will be missing out. My husband and I stayed for a week for our 10 year anniversary. I had visions of an extremely luxurious vacation in mind! This resort exceeded all my dreams. They happily cater to your every want and need. Sunsets are so beautiful and the staff caters to make it a romantic time. No matter where we were we ran back to the resort for sunset and dinner! The first 2 days we never left the resort. I had a packed agenda of sightseeing which we had to make ourselves leave for on day 3. We compared other resorts once we were there and each time were happy with our choice. This place is amazing. Whatever you think of, they can do it!! October 28, 2012
Rated 4 out of 5 by my credit card problem Actually I have a big problem these days as my credit card has been hold with an amount of more than USD4770.- by your hotel! Because of this, I have to transfer a lot more cash into my credit card in order to keep my credit activated. It has made a lot problems to me and my bank tells me that they still can not release this amount of holding and have to keep it for another week!!! I am still traveling these days and a lot hotels, shops, restaurants do not accept my credit card, this makes me very embarrassed and also very inconvenient. My bank tells me that all these problems is because of your hotel !!! I had a very good stay in your hotel, but this makes me really really sad! January 6, 2014
Rated 4 out of 5 by Experience is in the details Some of my feedback included/ < Room coffee, weak quality given the rooms (very comfortable ). Btw does it really cost that much to have a real coffee cup vs paper < Pool bar/ Whats up with closing the bar at 5:15pm when you have paying guest there and would be staying longer and spending more. Then shuffling everyone to a secondary bar not prepared to serve adequately. < The staff is competent and friendly, yet from time to time they seem unattentive and caught up in maintenance task vs. serving a obvious waiting client. < Parking/ self parking would be fine if the staff weren't taking up the closest spots not in the valet pool ? < Overall a good place, friendly staff and a good valule March 3, 2014
Rated 5 out of 5 by BEAUTIFUL RESORT & LOCATION First time to Kona. All staff most helpful and pleasant. Room very clean. Great location on Keauhou Bay and beautiful ocean views from our lanai. Gardens were lovely. Elderly parent did wish a park bench or two was strategically placed in garden, would have added to her enjoyment Only disappointment for me was once I got home to Canada. I discovered that whatever your internet provider did to hook my tablet up to receive internet access while a Sheraton Kona guest, disconnected me from my modem and wifi access when I returned to Canada. This caused me an addtl cost $41.14 to get my wifi reconnected. Something I wasn't anticipating. Overall, Sheraton Kona is a great place to visit. February 12, 2013
Rated 5 out of 5 by Cute Property - Customer Service Lacking The grounds are beautiful, the recent renovations are great. However, service was lacking. We understand that the property was at full capacity for the holiday season. Front desk staff were rather abrupt, generally unhelpful, and dismissive. Housekeeping was not as thorough as they could have been. One day, they took our dirty bath towels but didn't replace them. There was a dirty shower cap left hanging on the bathroom door and some hair left in the tub. One redeeming quality of this property is the atmosphere. The guests are happy, the grounds are well kept, and the common areas have nice decorations. If service was improved, this would probably be my favorite hotel on the island. December 26, 2012
Rated 5 out of 5 by A Week in Paradise We loved the facility, the views, the location, and the cleanliness! The staff was also very friendly and helpful. Thank you for making our trip to Kona a fabulous one to remember! July 2, 2014
Rated 4 out of 5 by A quiet, older-style resort This is an older-style resort that has been modernized. It is smaller and less crowded than some of the big new resorts. I liked it because there are fewer people and it's more relaxing. There are few shops in the resort; it's clearly a resort and not a shopping center. We were there in mid-March and there were many families there. The kids took over the swimming pools, and there were lots of kids running up and down the halls. It's great for families on spring vacation, but if you're looking for quiet, you should avoid staying there in mid-March. There was remodeling construction when we were there, and some noise, but not to the point where it bothered us. Part of the hotel was closed off for the remodeling. The food facilities were limited. From 11 AM to 6 PM, the only restaurant that was open was the poolside cafe. The breakfast buffet in the main restaurant was okay but somewhat limited, and didn't change much from day to day. At times the line at the entrance resulted in a wait of 10 to 15 minutes to be seated. The resort is a bit isolated. The advantage of this is that it's in a quiet area away from traffic and crowds, but the disadvantage is that you need a car to go anywhere. It's a short drive to Kona, and there is a small shopping center about 2 miles away. There is no beach at the resort, but watching waves crash against the lava rocks is fun. If you want a smaller, quiet resort, go to the Sheraton. If you want a huge complex with dozens of shops and restaurants and lots of people, go to one of the big new resorts. March 29, 2012
Rated 4 out of 5 by Much Better Than Last Year! Finally this hotel is improving,The room & furnishings have been / are being upgraded. Finally got rid of the old CRT Televisions, now LCD flat screens! Service has always been very good, Location is great with a trolley service to take you into town is included with the resort fee. Lunch by the pool is very goo but overpriced, get a rate that includes breakfast! Great pool, resort is located south of Kona on the water's edge, but no beach within walking distance. I love the black lava out cropings and the golf course next door. Food & Beverage improving for sure, Saturday night buffet is the best! July 23, 2012
Rated 4 out of 5 by 3 Nights; March 30, 2014 Cleanliness & Odors: No odors or scents detected; No cleanliness issues; Service & Staff: Helpful when asked, but aloof; The cleaning staff were the most friendly; Sleep Quality & Beddings: Slept good; Bedding was clean; Area Location: This is a quiet resort with minimal activity; For this reason we wish we could have stayed longer; We could really relax; Remote from shopping centers and downtown Kona, but there is a trolley; Rooms- Location and Noise: Sixth floor, East side, partial ocean view; Intermittent A/C fan, not obnoxious; Breakfast Quality/Quantity: Sufficient; April 19, 2014
Rated 4 out of 5 by This hotel met all of our needs We didn't spend a lot of time at the hotel as we took several day trips. But the amenities such as the spa, the pools, and the restaurants were quite adequate. It is in a great location to take trips to Hawaii Volcanoes NP, Hilo and shopping in Kailua-Kona. Transportation is available to local sites like beaches and shopping area. The concierge services are very helpful. The beds are very comfortable, the rooms are clean, and the room was pretty quiet. The staff, especially the valets, are very friendly and helpful. May 27, 2014
Rated 2 out of 5 by Temper your expectations If you can look past the hideous, pristine view robbing architecture of 70's era chicken wire and cement, popcorn ceilings and Pier One furnishings, you will discover a hotel with an inverted sense of customer service and food to match. It communicated the atmosphere of a restaurant on the verge of bankruptcy: empty, hopeless and devoid of a reason to try. After 3 days into a 7 day stay, we checked out. June 17, 2014
Rated 5 out of 5 by Kona in June Excellent location and great food experience. The ocean location was great! June 30, 2014
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