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 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 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 2 out of 5 by Seattelite2014 Very Disappointing
Great location. Friendly Staff. Hotel needs a lot of work. It needs lots of maintenance. My room had ants and bugs, the patio door could only be opened using my entire strength. The drawers in the furniture were stuck partially open. It was one of the more disappointing Sheraton hotels I have stayed in over the last few years, especially considering that it is in a premium location on the Kona coast.
September 7, 2014
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
Rated 2 out of 5 by knights19 A little disappointed
I looking forward to my stay at the Sheraton, the view was amazing. I was disappointed with the upkeep of the property. The pool area and grounds were very nice but age was showing. Many repairs that could be done to look nicer. Broken hand rails on stairways. Cracks in concrete fixed with different color paint that were very noticeable. Room issues- rust in bathtub, cracks and discoloration throughout room and deck. Would prefer 2 Queen beds, full size beds are too small for most these days. Slow service for breakfast, food was okay.
August 4, 2014
Rated 2 out of 5 by prk2014 Disappointing
My stay was very disappointing. Room amenities were good (as I expected in Sheraton), but bath tub looked dirty. The main reason I stayed here was to watch MantaRay's, but due to high tides couldn't see any (not sheraton problem, but weather). What is disappointing is the Ray's at the Bay restaurant staff kept lying that there will be some one giving half hour speach on Manta Ray's. Many people kept waiting and no one showed up. I asked 3 times and they still kept saying there must be some one talking about it. I was shocked they didn't know exact plan that evening.
January 19, 2014
Rated 3 out of 5 by RufusInHI Such Potential for a Beautiful Hotel - Front Desk Service lacking
There was no friendly welcome reception. I was treated as a number rather than a guest. Front Desk staff and Car Valet did not provide genuine Hawaiian Hospitality, did not address me or welcome me, nor recognize or care about SPG Membership. As a Platiinum member was given a room with a poor view; no upgrades was given. Pool and Restaurant staff provided exceptional service; Front Desk staff and Supervision can learn a lot from them. On the plus side - The hotel had just undergone a Lobby renovation that looks great and modern. The seaside location is spectacular.
February 22, 2013
Rated 4 out of 5 by lee48 awesome ocean views
Beautiful location with amazing ocean views from lobby and pool. Very nice pool with waterslide and ample shaded areas. Great hotel for those that like to spend a lot of time poolside. Only disappointment is the cost of food and drinks. but to be fair starwood property on Maui also expensive with cocktails at $13, lunch $20, and dinner $35. The night dive/snorkel viewing manta rays at this hotel is not to be missed! Recommend you buy an underwater digital camera before arrive ($120).
October 18, 2014
Rated 4 out of 5 by MichelePA Gorgeous location
1) Troy made our check in experience excellent-- welcoming and friendly, recognition of SPG status and effecient in helping us to obtain an upgraded room.
2) Our suite was nicely appointed and clean with 2 lanais and a LOVELY views of the bay and the mountain. Breathtaking!
1) On our 6th night, our 5 year old woke up in the middle of the night with severe pain in his ear and we needed to find a place that was open 24 hours. I called Guest Services and the Front Desk for 40 minutes (used the room phone and my cell) without a response. We were frantically searching the web for 24-hour places without success and our son kept crying. I don't know what happened but this dropped our experience from 5 stars to 4 stars.
2) early closing hours for the gorgeous (and fun) pool (6 p.m. for the slide and 7 p.m. for the pool)
August 5, 2014
Rated 2 out of 5 by Ohana4 The only thing that will keep us coming back is the pool.
My family and I have been so disappointed in the times we have stayed at this hotel. The customer service is not great. When I booked the room, I asked for a room by the pool and was told there were none. When I got there, there were at least 3 rooms that were empty by the pool. In fact, we were put in a room that couldn't be any further from the pool. The room we were transferred to needed major upgrades. Wireless didn't work there, and you are charged for it in the resort fee. Some staff were pleasant, but most were not. The only restaurant in the place, Rays on the Bay, didn't meet expectations either. They served us raw food, both of our meals. So there went $200 down the drain. I think I've complained enough, what a disappointment.
March 31, 2013
Rated 2 out of 5 by Alaskacouple under restoration..
while Sheraton is usually above standards, this particular hotel is not. Certain areas are under restoration, and sadly, the whole complex needs a facelift. The halls are dark and dreary. The elevators are a tad frightening. And the lighted walkways - lets just say the lights are on their last string. Our room was clean, however, it smelled as if the carpet had just been cleaned with pure chlorine - and we had that smell with us for two days. The nicest things I can say about our stay are 1. the staff was excellent and 2. the pool was wonderful
January 30, 2012
Rated 5 out of 5 by KRob53 Hotel has great features but.....
Beautiful hotel with all kind of features and activities for its guests.
Food and service at the Holua and Ainakai was top notch.
Only fault with the service was...
returning at 5 pm after being out and about the island all day and finding the room had not been cleaned and all the towels were still not replaced.
After calling the front desk and being told towels , etc would be sent, I finally went to the pool area and signed out 3 beach towels to use.
July 28, 2014
Rated 3 out of 5 by Busy90814 Disappointed
The restaurant was closed when I arrived, so I had to go to the Lounge for dinner. They should have provided hearing protection; the band's volume level was 87-89 decibels. I asked for the manager, and they turned it down to 85-87. You couldn't even hear the surf. There were tiny spiders all over the desk in my room. I when I was leaving in the morning there was no one at the Express Coffee Bar that was supposed to have been open 45 minutes earlier. I usually love Sheraton properties, but this one was an extreme disappointment.
October 11, 2014
Rated 2 out of 5 by Jack22 Lack of customer service!
On numerous occasions, the staff was less than accommodating! For the price, my expectation is to feel comfortable and important. There was very few thanks given and in particular, I was treated less than important because I attempted to eat at Rays on the Bay without a reservation. We arrived at opening and could not sit next to the bay, even though we were the only ones around. We eventually ate by the pool and made a trip back through afterwards to find the place still empty. Unacceptable in my view!!!
June 25, 2013
Rated 5 out of 5 by askmike Magnificent facility
From the front curbside assistance, to the prompt and efficient check in procedure, to the air conditioned comfort of our room and then the pool areas, the friendly staff, the ambience of the dining areas, everything was well done. We took advantage of the $5 daily dining credit for making up our room and not using new towels and that too was an easy thing for us to accomplish. The nightly live music in the Ray dining area was wonderful for two dancers such as we. We look forward to returning many times.
February 11, 2013
Rated 5 out of 5 by IronwomanX10 Excellent choice
SK was a last minute choice for Ironman Week due to the condo we had reserved 9 months in advance being too hot and noisy to occupy. The room was fine - great view - comfy beds and pillows - quiet fridge and A/C. You did have to listen to the Hawaiian Trio in the main resturant until 9:30 but it was not obnoxiously loud. Every staff member we were in contact with was exceptionally helpfull in all respects. WiFi was very poor in our room and even AT&T cell phone connection was unreliable without going outside the room. Wonderful food in the main resturant (Ribeye and Ahi) Contintental breakfast had no adult cereal except granola (if you like Frankenberry, Count Chocula and Mini Chocolate Chip Cookies, you're OK) Keep in mind that you will need a car, taxi or the once every two hours Trolley to get into town. Good swimming/fish viewing from the dive center next door. All in all a very nice experience and would love to return.
October 18, 2014
Rated 4 out of 5 by Frank75 Nice hotel and nice location. Quality of service needs to improve.
Overall good experience. Nice location, comfortable room, nice pool and very friendly staff.
The hotel does not have a beach, but the pool is very nice and with a car it is possible to reach nearby locations quite easily.
The hotel was undergoing some renovation, but this did not create any issues with my stay (apart the impossibility to enjoy the manta bar since it was closed).
Only complaint I have is that during the last 2 days the room service skipped our room. We tried to have someone sent to refresh the room when we were back around 7 pm, but no one was available. The customer care offered us to send some fresh towels; we agreed, but they never arrived. We were quite tired for the long day and we gave up, but this is something that should not happen in an hotel of this level.
August 29, 2012
Rated 5 out of 5 by MitchS Sheraton Kona - Keauhou Bay
Practically great place to be with family, even if there is lack of water access (beach). This is compensated by looking at mantas.
One comment - if guest is on "green option" (saving money, environment etc.), please make sure coffee and water is replenished in room as promised vs. guest asking for this every single day.
August 5, 2014
Rated 3 out of 5 by mylevy dissapointing
I came to this hotel for my wife's 40th b-day. we paid extra for an oceanview room. I even emailed a month prior explaining what we wanted. When we arrived at the hotel, we were placed in a room with an unobstructed view of the parking lot, with a tiny glimpse of the ocean. when i called to request a different room, I was told that there were no more rooms, and that "technically" I was in an oceanview room. really?, "technically"???
after 3 more phone calls, and a visit to the lobby the next day, a very helpful employee (Sallie) was able to get us moved. this really soured our experience, and furthermore, the internet in our new room did not work. it took 2 days to fix that (and multiple calls). a vacation should be about relaxation, but there were too many stressful issues with this visit
February 14, 2013
Rated 4 out of 5 by Justturned50 One thing to think about changing
For the most part, my family and I enjoyed staying at your hotel. The associates were very friendly and helpful. I did request connecting rooms due to the fact that my parents are in their 90's and they both need assistance. Your front desk associates stated that there were no connecting rooms and that we could have rooms next to each other. Upon entering the rooms, we found out, to our suprise, that they indeed were connecting rooms. The one concern I have is your shower control. In room 4648, the shower control was so complex for my 95 year old father and my 90 year old mother. It caused them much anguish and stress to figure out how to work the shower. The 2 different control knobs are very confusing and I would suggest installing something simple. Please take a look at that and I would like a response back. Other than that, we had a wonderful time.
July 1, 2014
Rated 3 out of 5 by IWantHawaiiNow A pleasant, affordable hotel for the area.
Our room was in a very busy section of the hotel and the walls were pretty thin, so it was a bit noisy. Lots of kids at this hotel, so if you're not into a lot of screaming, pick another location. The room was decent. Tub and shower could use a remodel, but everything else was fine. The internet was SUPER slow, so don't plan on getting anything done online. Otherwise, the location and grounds are beautiful, the pool is awesome, and seeing the rays at night is an incredible experience.
September 12, 2012
Rated 5 out of 5 by Mamalahoa Paradise surrounds you.
We had a wonderful stay and can not say enough about the warm feeling of Aloha felt from all of the staff and shop owners. We also enjoyed the massage for two on the oceanfront and it was so relaxing and done with high degree of care for our personal needs. The food was fantastic and I have a few new dishes to try in my own kitchen now. The Ahi Steak with Macadamia crust was to die for. Be sure to try their Spider Shrimp as it's the bomb. My plan is to return as soon as possible.
October 25, 2012
Rated 5 out of 5 by Marie67 Beautiful Property -The Perfect Escape
I was so excited to arrive on the Big Island. I have stayed at many properties and this one i at the Top of my list. It is great family fun and quiet and peaceful all in one. The pools are beautiful and the location is perfect. The room and decor was stunning it was a true Island experience!!!!!!! The staff at all outlet were so kind and gracious from the moment of arrival valet, bellman front office and the restaurants! Thank you for making my anniversary so memorable!
October 15, 2012
Rated 1 out of 5 by Chris Horrible service
First - the good. Beautiful hotel and nice sized rooms.
Now - the bad. Horrible service. I could hardly ever reach a front desk specialist, concierge, or manager on the phone. Each time, I would be asked to leave a message to be called back, and I never received any return calls. They told me how busy they were, and I understand February is very busy in Hawaii, but I could physically walk to the front desk or concierge and there would be people available!
February 23, 2013
Rated 5 out of 5 by Spacecadet Staff represent "Aloha"
Every one of your staff left great impression on me, with their smile and sincere greetings. Kona is famous for its beautiful weather and scenery. I would say it is the people, like your stuff.
As a resident of the rainy side of the island, I have been enjoying the beautiful nature of your sunny side (through camps). It has been a really while since I stayed in a hotel, and definitely this stay in your hotel was a great experience for me.
December 14, 2013
Rated 2 out of 5 by LoveHawaii below expectations
The Wi-Fi was slow and intermittent. We called for assistance two times which allowd us to connect, but then the wi-fi would constantly go down. Staff told us it was because of the winds but we never had that problem at other hotels on the island with more prevalent winds. The pool & waterslide were overcrowded because many locals paid to use the facilities for the day. The ping pong tables, pool table and teen room were great.
December 1, 2011
Rated 5 out of 5 by DavidT11 Great wedding venue
My niece had here wedding here and it was elegant and easy from beginning to end. The hotel staff took care of everything and made it very easy on the whole family involved. Beautiful ceremony overlooking the ocean bay with music and flowers everywhere.
July 14, 2014