Rated 4 out of 5 by vermic1 Pleasantly Surprised
This road warrior was pleasantly surprised after reading the negative reviews written at this resort. Wake up every morning in our family suite upgrade overlooking the ocean with a cup of coffee... need I say more?
Room was clean, staff couldn't be more friendlier, and the food at Manta Rays was outstanding. Excellent pool, plenty of chairs for lounging and oh, their are whales, dolphins, and Manta-Rays out there!
Sure there is no club lounge but this hotel does make up for it in other ways.
We will be back for sure the future!
January 28, 2015
Rated 5 out of 5 by MLR7 Nicest in Kona
We had a wonderful stay. Such a beautiful property with fantastic amenities
January 26, 2015
Rated 3 out of 5 by WorldTraveler73 Severely Understaffed Hotel
Hotel grounds and facilities are fine, and the location draped over the Big Island's black lava rocks is lovely. Rooms are typical of what you would find at a Sheraton resort, except that the ocean view ones are extremely relaxing and tranquil, and listening to the waves crash against the rocks lulls you into a peaceful slumber. The biggest problem by far of this hotel is that it is severely understaffed. Every employee I interacted with was very friendly, caring and helpful, including the front desk personnel, restaurant waiters and poolside servers. The problem is that there are not enough of them, so waits for everything are enormous. These include a 45 minute wait to get seated at the restaurant (even with a reservation) and another 30 minutes for the waiter to come take our order (he is frantically running around seemingly trying to serve half of the huge restaurant). It was also near impossible to find anyone to take our order at the pool (so we had to walk over to the pool bar to place our order - after waiting there a long time too, of course). I had to call twice to get my delayed laundry delivered (the housekeeping staff was too busy to deliver it - or to even answer the phone the first time), and it is even difficult to reach the front desk on the phone (as there is always an enormous line in the lobby). Thankfully, we did not use the valet parking. All of these irritations accumulate, marring the terrific individual performances of the staff and preventing the full enjoyment of a perfectly relaxing vacation. Also, the wifi connectivity in the room is extremely poor, virtually nonexistent
January 10, 2015
Rated 2 out of 5 by ksmw Rude staff but great location
The best word for the Sheraton Kona is mixed. Some things were amazing (the pool, the size of the rooms, the concierge, the view/location). An a few things were downright embarrassing. First, the room service was brought in a paper shopping bag!! The other thing is that several people on the staff were rude and disinterested – for instance when I asked one of the guys at the bell desk how to get to the shopping center he just shrugged and said “how should I know”. Another example, when I asked to see my bill and noticed I was not given the 15% platinum discount for meals (which I was offered upon arrival in a letter) he said “well there is nothing I can do – you need to ask for that when you eat”. The rooms were dated, but HUGE so I can’t complain there. Overall the biggest issue was the staff, pretty weak for Starwood overall and downright pathetic for a beautiful tropical paradise.
November 10, 2014
Rated 1 out of 5 by WishWeHadGoneElsewhere Don't Stay In This Old Dump!
This hotel used to be the Kona Surf in the 80's and it has not changed. It is a run down dilapidated property that offers nothing to its guests that would ever want them to return. Rooms are old and beat up as is furniture, fixtures, the pool tile is filthy and the staff simply don't care. Visited 12-14 and will never return! No beach, the food was almost not edible! WE live in Honolulu and are SPG Gold and expect more from Starwood!! But a huge bummer.The toilet in our "Suite" was 30-40 years old!!
December 20, 2014
Rated 1 out of 5 by pauldes2014 Awful compared to my other Sheraton Resorts
Front desk staff didn't care
Concierare didn't care
Valet staff rude and unhelpful
Rays on Bay staff.....average
Food at Rays on Bay....very very poor, cold and tasteless for the price
good in room 'basic breakfast package'
good quality gym..but missing a rowing machine
January 6, 2015
Rated 5 out of 5 by Rich28 The place to relax!
I have stayed here many times over the years and have enjoyed a warm caring staff who take pride to deliver the best in hospitality. Saturday night we had two great meals at Ray's on the Bay. The Tuna rare and the New York Stip Steak were done to perfection. Since Sam, the sous chef, has joined the staff, creative ideas have been added. Beware though, ala carte dining is the norm. The steak is served by its self.
The room were updated by the new owners two years ago with fresh paint and new carpets. The hotel was restored by previous owners about ten years ago so I hate when people complain some things are old. There are many things one can enjoy at this hotel that far outweighs those who complain. I stay well over one hundred nights at various chains and enjoy this hotel more than others.
January 12, 2015
Rated 3 out of 5 by avflyer Great Staff, Middle of the Road Rooms, Great Value
I have stayed at this property several times in the past year. So, my perspective is from several different rooms / floors / views and my remarks evaluate the property on an overall basis.
The property is a bit dated, but I believe that within the confines of the reduced rate environment they have had in the last few years, they have done a fair job of keeping it up to date. The rooms recently received new carpet and were generally freshened. My latest room had a 37" LG flat screen TV. I always have to call for extra bath towels as they only stock each room with two. The industrial tankless wall mount toilet is a little odd. The furniture is old and starting to not function very well (drawers sticking etc.).
If you are going to HI on business and need WIFI, do not stay here. First, their routers are all ancient "B" routers (11mbps). Second, the band-with pops in and out like a spy-hopping whale. Again, I have stayed in several different rooms in this property and have had the same experience in all of them. The funny thing is that when I call to ask the staff to address this issue, they seem surprised.
Platinum suite upgrades are rare. They generally give you a standard water front room and that is it.
The pool is very nice and very large for this resort. On the weekends this area is overrun by locals and their children. I think the hotel gives good Kamaaina rates on the weekend.
The fitness center is extremely well equipped, and very clean. A+ in this area.
The food is typical Hawaiian overpriced hotel fare. Nothing unusual here. Much better options in town.
I find it odd that they have a hamper at the front desk which is apparently used for used towels. I also find it odd that instead of refreshing your bottled water daily, they give you some sort of certificate for free bottled water.
Beware of the resort fee of $15.00 per day.
I like this place, but with just a little effort it could really become a top notch Sheraton resort. I really would like to see that as options on this side of the island are rather limited.
October 22, 2011