Rated 3 out of 5 by DGSanDiego75 Great facilities. Needs room updating
First of all the grounds and pool area are amazing. Food at the pool area were also very good. However even though we contacted the hotel of an early arrival one of our rooms was not ready until 3 and the other was still not ready at 4pm. I thought that as SPG gold members the rooms would possibly would be made available a little quicker. Not having room access was unsatisfactory. Even more so that the front desk would not check in with us. I ended up asking them for the first room available and even though they gave us a suite it was a double not a king size bed. Rooms also need to be updated. Overall a below average stay although great facilities.
June 14, 2016
Rated 1 out of 5 by Roysc Charged my credit card twice
Checked out on 16 May to find they had charged my credit card twice.
Called that day from Oahu to be told by very rude manager that this sometimes happens with some cards, gave me an option to correct but suggested would still take 7 days, basically tuff luck.
Called back next day on the 17th and spoke to another manager who was more sympathetic and helpful and was going to follow up and call back but never did hear from Lily again. Contacted by email off the resorts web site on 26 May but apparently never received despite an automated reply saying they had.
Emailed again on the 31st May, got a reply from someone this time who was passing my query onto the correct department.
3rd email on the 3rd June as still no replay from anyone, as at today the 6th June am still waiting for any sort of response. While I appreciate things can happen and the original duplication was some sort of error the total lack of follow up or reply from Sheraton is appalling. Would never stay here or recommend.
June 6, 2016
Rated 5 out of 5 by Barbie1 "Felt like a kid again"
Loved , loved this hotel… So glad I updraded to Ocean Front room . Kailua Loung was just lovely. With beautiful "Nani" to greet you with her genuine smile and caring way.
Pool slide was awesome……...
Just the very best !!!!!
Barbara & Hans
June 5, 2016
Rated 3 out of 5 by Hamab Confusing Layout
We spent 20 minutes trying to find out room and was even incorrectly advised by a staff person who wasn't sure where our room was.
Not the best way of starting a stay at any hotel.
The hallway where out room was located is so dimly lit we could see how the key card was supposed to be inserted.
A light outside the door would help.
May 27, 2016
Rated 3 out of 5 by 67gordon $$$$
to much money for what you get. $30.00 a day resort fee is outragous. Food is way to expensive.
May 15, 2016
Rated 5 out of 5 by Minister2 Wonderful service
Tony G. in security went above and beyond what would be expected from someone on Sheraton staff. My wife was having a monumental migraine and needed food to allay her pain. We understood room service did not start until 6 a.m., but Tony G. went out of his way to provide a banana and granola for my wife. The registration desk staff was also quite helpful. We were able to extend our checkout time, which was something that made our life much easier. Without exception the staff was courteous and competent.
P.S. Room service was excellent but (a perhaps trivial complaint) the oatmeal, described as steelcut oats, was the gluey regular rolled oats. (Blech.) We wouldn't have ordered regular oatmeal.
May 10, 2016
Rated 4 out of 5 by iloveawardtravel Great resort for a family vacation
Overall this is a fantastic choice for a relaxing family getaway. The resort facilities and public spaces are really nice; especially the pool and slides. I would not hesitate to stay at this hotel again. They also recognized our SPG Gold status and I have to say the single biggest perk to being a Gold member is having access to the SPG VIP parking lot. It's so much closer!
May 9, 2016
Rated 2 out of 5 by BoilerCC Poor service
Consistently poor service throughout our visit. The only restaurant couldn't seat us because they "had a new menu", even though at least 1/3 of the place was empty.
Disappointing. Would not ever stay here again, and we are frequent travelers who are loyal to Starwood.
May 8, 2016