Rated 5 out of 5 by HappyCat3000 Gorgeous Slice of Paradise
I have no idea why anyone would complain about this hotel in any way. I travel all over the world, and stay at SPG hotels exclusively. This Sheraton has exceeded my expectations so far (I'm here all month)! I am a platinum member, and I was upgraded to a very nice ocean view room. I highly recommend this hotel to everyone, but especially platinum members as you will receive a generous complementary daily breakfast (a $17+/day value), complementary use of the wonderful exercise facility, and 50% discounts on cabana rentals at the lovely spacious pool. All of the employees that I have come in contact with are extremely friendly! The pool attendant, Sara, and the other pool attendants are all very pleasant and attentive! They greet everyone with a smile! Ray's bar is an excellent place for drinks and dinner or pupus. It has a breathtaking view (and great bartenders)! The daily trolley into town is free for platinum members and very convenient. I am originally from Oahu, so I don't do the "touristy" thing; however, there seems to be many, many things to do for the visitor to Hawaii. I love this place so much that I am going to revise my next trip and come here instead of my originally intended destination! I only have one minor complaint: I am used to being spoiled with an executive lounge and there isn't one here, but think I'll live. Ha ha. Mahalo Nui Loa!
December 6, 2014
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 5 out of 5 by gmjensen My Favorite Sheraton
This property is updated and well maintained. The rooms are large and spacious with some incredible views. The staff is well trained and meets or exceeds what you'd expect at a Starwood property. Food is great and the pool area is awesome - with a big slide too! It's one of my favorite Starwood properties. if you get a room overlooking the manta ray dive you can watch them do that at night (or eat at Manta Rays restaurant). Very fun. Highly recommend this property.
December 22, 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 4 out of 5 by OtherChuckStone AStarwoods Resort Facility with wonderful vistas and amenities.
My major complaint was Ray's Restaurant on premises which soured us on any other food venues at the resort. Guests should be prepared to eat off premises. It is one thing for resort food to be expensive, but my wife's hamburger order was botched both the first time and the second. When this was pointed out to waiter, he appeared annoyed, said a correction would be made on the bill and then failed to do so. I asked the waitress who brought my food whether they had bread and she mentioned something about chips, but did not offer to bring any or indicate a price. Small portions, terrible service and an indifferent attitude by restaurant staff resulted in our decision to avoid all other food venues at the resort and would lead us to recommend other resorts to friends despite being Starwoods Preferred Guest Members.Starwoods needs to close this restaurant and should reimburse members for such atrocious service.
November 8, 2014
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
Rated 1 out of 5 by EliteReviewer This hotel should not be considered when booking hotels in Kona
This Sheraton location failed to meet my expectations and furthermore failed to up hold the standards of Starwood Resort Properties. Clearly, tourists have a choice when staying on the Kona side of the island and I thought I'd pamper my husband and I with a nice Starwood Resort for our anniversary. What a mistake.
Although, the hotel is Oceanfront with scenic views of the ocean, bay, mountain, and city, the hotel itself is downright disgusting and almost entirely uninhabitable. The building itself has a great open air concept, however the railings are crumbing and falling apart. This is completely unsafe and very unsettling. If the hotel doesn’t make safety a priority for guests, than what else are they letting slip through the cracks?
The hotel is in need of a major renovation and updating. The hotel is very dated and has significant signs of wear. The hotel rooms smell like smoke, the shower is moldy, and the carpets are heavily stained also with indications of mold. The bed linens are tattered and have mysterious stains. The toilet is commercial. It is tankless with exposed plumbing something you would expect to find in a gas station, not a resort. Housekeeping here is lazy and careless. When a guest request extra towels they should be provided. It’s just towels not a bottle of champagne.
Everything from checking into to the hotel to the pool was disappointing. The front desk staff was unwelcoming and unfriendly. The pool chairs are dilapidated and worn out. Perhaps this property was built on sacred ground because the energy is so bad and all the staff throughout the entire hotel seem genuinely annoyed with their jobs it was very, very weird. Please do not claim that you are a resort and charge guests a substantial resort fee when you are more of a motel with poor customer service.
October 22, 2013
Rated 5 out of 5 by Lora2012 A wonderful place
We have been to this hotel before, several times, though were surprised how much they have improved the service, especially for SPG elite members. We felt welcome from the start, enjoyed friendly caring service responding promptly to all our needs, enjoyed absolute privacy on our spacious balcony and loved the food from the buffet.
The pools are nice for adults and children alike. This place is just great for adults who seek peace and quiet in Paradise.
February 26, 2012