Rated 5 out of 5 by bucks Beautiful Hotel
My stay at the Sheraton was a great experience. The staff was very courteous and helpful. Everyone seemed so friendly. The rooms were very nice and the bed comfortable! I enjoyed my stay immensely and hope to return again soon.
November 25, 2013
Rated 3 out of 5 by VTSkier Plan your stay ahead.
We had a good stay, but it took careful planning after reading the reviews. We are Starwood Gold and I was using points for this stay. It took several phone calls and a few extra points to reserve at least a Garden Room in the main section of the hotel. This is a very large resort with many buildings, several being across the road. these rooms can be far from the beach area. We had seen several review mentioning reliability of the the WiFI. At check in we told them it was imperative that we had good WiFi service. We were immediately given a wireless router to plug in. It work flawlessly. If you need service mention is at check in.
The front desk, at times, is a bit dysfunctional. As least twice I found a long line and a single person at the desk. the manager on duty's office is right next to the desk I went right in an was helped immediately. They responded quickly and help myself and other.,
I attempted to get a 1 pm checkout and was turned down twice. Although they apparently had a large number of check-ins they can't clean all the rooms a the same time. Although the pool is small the location is on a great beach. You are right at the water and face a beautiful sunset if the clouds allow. Our room was fine with adequate storage and a refrigerator and coffee maker. The valet service was excellent that staff was reliable and provided very timely service.
November 23, 2013
Rated 2 out of 5 by Chitowntraveler1850 Front desk fell short
Overall, this is an average place to stay. You pay upscale prices and get extremely mixed service and amenities. The staff tend to be awesome, except for the front desk, when you call guest services and the concierge- which is mixed. the valet guys are great and have consistent high customer service levels. The front desk is very inconsistent and unhelpful. The day I got engaged to my fiancé, I called for a bottle of champagne to be delivered to our room while we were at the beach. After 3 transfers and being put on hold for 3 minutes, I opted to walk into the front desk area and ask the concierge to make the arrangements. They pointed me to one of the restaurants. Given this is Hawaii I would assume that this is a standard request for honeymooners and engaged couples and would expect it to be an easy standard request. After being redirected by the concierge, I gave up as I was frustrated and disappointed in people's inability to help with a simple request. As this was a primary reason for me in booking the trip (to propose) and I wanted to surprise her further with the champagne, it was extremely disappointing that the staff couldn't figure out how to deal with this request in a quick manner. Top this off with the fact that we were told to call Friday afternoon to get a late checkout for Saturday. We connected with a very confused person who told us that we were suppose to call Saturday morning. I've never been told to call the day of in all my years of being gold and platinum (usually night before if not being told the day I arrive). Both of these should be standard requests and easily dealt with and they were not and both were disappointing and frustrating (how can you plan your final day if you have to wait to get confirmation thst you can check out late?). Another fairly standard request would be iced coffee at breakfast. We were told on our first morning at breakfast that they didn't have iced coffe. The next few days with different servers, they made it no issues and it was great. Another day we made it ourselves by asking for glasses of ice. The valet staff is great as are the night engineers. The cleaning staff are good- though they don't always refresh toiletries and water. Finally, the beach service staff are also great and helpful. Just seems they need some retraining at the front desk area. The rooms are average. We paid extra for the Luxury Ocean Front. This is great so long as it doesn't rain. They did not design the balconies to a high service standard. Meaning, the drain pipes from the balcony above is every short and run directly onto your balcony making a noise as if someone is standing and using the toilet. It's a great sound that the balcony doors do not drown out- especially since there are 2 'pipes'. A proper fix would be to run them along a divider and empty into the lawn. An obvious reminder we were at a low level resort as details like this are not overlooked at resorts that charge, well, probably about the same as the Sheraton if not just a little more. I wouldn't recommend this room if it's suppose to rain during your trip. The wifi is horrible throughout the resort. I used my cell connection on my iPad when it was available to do research and get internet access. The location is great. The pool is small, but was good while we were there (the week before thanksgiving). The bungalows were great and we had one on a Sunday and watched football outside. This was worth the $100 fee for the bungalow. The lounge chairs at the pool gave my fiancé back issues, so we rented other beach chairs for the remainder of our stay. Rum Fire was another positive. We walked in late and got a great table with no reservation and the waiter and staff were excellent. The flatbreads were great there and highly recommended. Overall, it was an average stay at best driven by the front desk issues and the poor balcony design. On a whole, it was a decent place to stay and most of the staff were awesome. That said, if we return to Kauai we will likely look at other options more closely.
November 23, 2013
Rated 3 out of 5 by TJA222 attentive staff
Frequent travelers had the worst night ever as the bed was so uncomfortable. Because of the late hour, we tried to make the best of it, but cannot regain a night of lost sleep. Attentive staff offered room change or mattress change. We chose mattress change and the next night was fine and staff was attentive. Property is in a great location and grounds are well kept. Pool is very small, but beach is just a few steps away. Rooms have been updated, but feels institutional and activity in halls is noisy. Frequent guests at Sheraton Maui and expected similar experience, but that was not the case.
November 22, 2013
Rated 4 out of 5 by ggbLava Excellent Location
This property has a very romantic setting at night. We thought that the receptionists are very cordial and accomodating but not as friendly as we expected them to be but overall it was still a very nice experience. One valet personnel wasn't very helpful until we handed him a tip.
November 22, 2013
Rated 2 out of 5 by UnhappyinScottsdale Not great. Not even good.
The hotel location is good and the beach is very nice. The outdoor fires and tiki torches are also nice. Other than that, things were bad to barely passable. From check in things were not great. Poor check in experience. We had an ocean front deluxe room but got put in the end unit of one of the buildings that had a direct view of the building next door (60% ocean and 40% building when on the porch and worse when you were inside the room). The bell guy asked twice if we were going to take the room. I asked the front desk to change and they told me no and that it was what we had reserved. In addition, they give you some speech about the resort fee and what it gets you and doesn't. Well, it gets you hassled for some arcane towel policy that treats you like a third grader. You have to check towels in and out per room number (which isn't terrible), but you also have to get them sometimes from the front desk and sometimes from the pool (confusing). In addition, when you want to turn them back in, you have to return them yourself to the front desk (if the pool isn't open). Not cool to bring your dirty laundry to the front desk when other guests are trying to check in and you are trying to get out the door to do something else.
In addition, the pool service was terrible. I stayed 6 nights and was never served a drink poolside (compared to 1 day at a competitor in the SPG family and got drinks whenever I wanted). Lava's is open at strange hours and me and several guests were told that we couldn't watch Sunday football on the TV's (that were on) because the bar wasn't open yet. When my wife finally came down (just after the bar opened), we go to have breakfast and the restaurant part is closed (not you can't have breakfast, but we are closed and there is a gap between now and lunch). I don't get that on a Sunday. Has anyone heard of brunch?
In short, this is not a resort. It is a very nice motel in a nice location. The shuttle was nice to take us away to good places to eat and better hotels to hang out at. I should have asked to not pay the resort fee at all, but I was so fed up with the staff it would have ruined the vacation.
Also, don't try and get a cocktail after dinner on property. We came back at 9pm from a night out and tried to get a drink at Lava's. They were closed. Rum Fire was closed. The café was open until 9:30 so I go get a beer to take back to the room and she says that she has to open it and pour it into a plastic cup and that I can't do this or that or something else etc etc. Totally high class. I walk out and there are five people sitting around the fire with a bottle of rum pouring drinks for each other. I guess I missed the memo.
Wifi = bad.
Pineapple water = great.
Beach was great but a bit scary if we had brought the kids. Pool was okay but very small for the size of the resort. Okay for the wife and I, but don't bring the kids.
November 21, 2013
Rated 4 out of 5 by Mlbalata Hotel is on a great piece of property
Awesome hotel beach side. Very cool pool and hot tub. Look forward to go back in the future. Far away from any liquor stores or shops. Very rustic Hawaii!
November 20, 2013
Rated 3 out of 5 by pf250 Hotel requires some TLC
Great location! The rooms are a bit tired and need refreshing. The staff preformed turndown service for less than 1/2 the nights we were there and the morning paper was NOT outside the door 1/2 the time. There could have been more diligence WRT cleaning.
November 19, 2013
Rated 3 out of 5 by noinfo A mixed bag
While the valet and front desk staff were attentive and professional, the housekeeping and concierge service left much to be desired. After hanging a do-not-disturb sign up for a single night, we were ignored by housekeeping for the rest of our 4 day stay. The concierge was not very knowledgeable about anything outside of the hotel grounds and insisted on trying to sell us a timeshare at other Sheraton properties. We found this annoying particularly because we just wanted simple information and got roped into a long talking-at.
November 18, 2013
Rated 4 out of 5 by Seacarl Solid Value and Pleasant Stay
This was our first visit to Kauai and we like this island, it is less crowded and less hectic than Maui or Oahu.
The Sheraton Kauai was a pleasant, relaxing experience. It's smaller and less family-oriented than resorts on other islands, making it much more relaxing. I liked swimming in the ocean, but it's probably not for small children as the waves are large and the dropoff is instant. And the pool isn't designed for kids, either. So there aren't many kids around, which makes for a more relaxing, quiet experience.
As a Platinum, we had booked a base room but were upgraded to ocean view which came with a balcony and was very pleasant. This isn't a luxurious 5-star, but it is very serviceable, clean, staff are friendly, a pleasant stay. It's quite close to Lihue and the airport, perhaps 12 miles/20 mins.
My two complaints: the Internet was intermittent. Nowadays I expect reliable Internet. Second, the resort fee. Pretty much everything that it was supposed to include are features that Platinums get, so just don't charge the resort fee to Platinums. What's listed is things like 2 bottles of water and Internet.
November 16, 2013
Rated 4 out of 5 by cornishblue Wonderfully Relaxing
I've just returned from a 4 day stay at the Kauai Sheraton. the location on Poipu cannot be improved upon. Swimming in the ocean was easy and the wave action very low. There are two pools, one located in the garden view room section which is a bit quieter, without the same services as the beach area. Could be a detractor for some guests. There are cabanas for rent that are fully equipped with furniture and flat screen TV - we saw many families and couples enjoying them. Also beach lounge chair rental by a third party which are confortable and include service from the bar. Room was large enough, the AC worked, and the facilities are safe. The housekeeping is a bit inconsistent - one night turn down service and then none after that. Had to request coffee pod replacement. Amenities in the room adequate but not extraordinary. Friendly staff all throughout - if you are looking for a SPA vacation, this is not the right hotel for that. Lacking in spa options. food is ok and the waitstaff excellent. We were especially impressed with a waiter who noticed my friend spilled wine on her dress and immediately appeared with club soda to help with the stain. We mostly ate outside the hotel. Eat at Red Salt for sure ! A strong 4 star property in my view.
November 13, 2013
Rated 2 out of 5 by TRJS Facilities adequate; but rooms need a facelift.
I travel for work and stay at a lot of hotels. I've come to expect a certain level of quality from the SPG hotels. Unfortunately, it is obvious that the rooms in the Poipu Beach Sheraton have not been updated in quite some time. The ceilings still have popcorn plaster from the 70's; AC Units and toilets are loud when they are used in units surrounding yours. The hot/tub area is small for the number of guests.
On the pluss side, the staff were all very friendly and helpful.
November 13, 2013
Rated 1 out of 5 by Rumandfire Worst experience
Unprofessional encounter as we drove up to the drive way- told us to park it ourselves to the valet parking area.
Front desk agent had no greetings or a smile.
Gave us a room all the way in the back of the property next to the generator sounding building next to the self park & construction area. Building had no elevator though we were place on the top floor 4th fl. When I have already mentioned that I am traveling with my parents who are elderly and has bad knee.
When I got to the room the loud noise coming from next generator building was so loud. And my parents room's a/c was broken. Asked the guest service to send some one up but nobody showed. Called again to ask if they could do a room change and told us to just go back to the front desk. Walk another mile back to the other building to ask if she ( front desk agent) can possibly change to the room. She said nothing was available. Told her she can put us apart. And that is when she gave my parents 4th floor and we got the 3rd floor which had a connecting room and the other room checked in after us! Which means we as a family could have had a connecting room.
Everything at the hotel property was a motel standard.
Lastly, we had to use dirty room for three full nights and four days. With no DND sign on the door I would think that housekeeping will come by sometime during the day? We left the room at 8:30 am every morning and came back in at 4:30 pm to freshen up before we go out to dinner. The room was never cleaned.
Plus, the shower, bath tub, toilet reminds me of a highway motels. I strongly feel this property should not be part of the Sheraton as a SPG member.
November 13, 2013
Rated 4 out of 5 by PurdueDon Nice place, met Expectations.
Nice place with friendly staff. Rooms are a little small and show a little wear, but certainly better than average.
November 10, 2013
Rated 5 out of 5 by JJNSD Wonderful Experience
This is truly a GREAT property. From the moment you pull up in front until the moment you pull away (really hated to leave) the staff, service, food & rooms are teriffic. Very plesant, knowledgeable friendly staff that made our stay a pleasure. Thank You
November 7, 2013
Rated 4 out of 5 by laurabeth459 A couple of staff lacked in customer service
The hotel was beautiful. The ammenities were wonderful. However, one of the desk attendants was rude almost everytime we spoke with her. She seemed put-out that we were asking for soap that the housekeeping didn't leave in our room. Also, at least half of the days, we had to ask for things that were not left behind by housekeeping. Otherwise, the hotel was wonderful!!
November 6, 2013
Rated 3 out of 5 by TMcCee Nice stay, but Wi-Fi is atrocious
Overall, the hotel and stay were nice. Very friendly staff and the grounds were beautiful.
Three things to change that would get you five stars in my book:
1. Upgrade the wi-fi. It's 2013, and your wi-fi is atrociously unavailable and slow. I know it's Hawaii and people are there to relax, but speedy access for work or fun is now a standard in the hotel world and you are way behind.
2. Use fitted or larger bottom sheets. I found myself sleeping on a bare mattress more than once as the sheet was shifted during sleep.
3. Use electric leaf blowers and hedge trimmers to reduce noise. It's tough to relax with loud, gas-powered equipment running for hours.
November 4, 2013
Rated 5 out of 5 by Sttoemph Excellent Experience
We choose this resort as our honeymoon destination and could not have chosen a better place. Everything we wanted to see was easily accessible and the beach area was the best we saw. The staff at the hotel from housekeepers, facilities, bar tenders, acrivity planners, etc. everyone was very helpful.
November 3, 2013
Rated 3 out of 5 by Jls05 Great view from room, but that is it
I really wanted to rate this hotel higher as the staff was helpful and attentive and the view from the room in the ocean wing was beautiful and the beach in front of hotel was better than expected.
But the food at the hotel was not good, we ate every meal outside the hotel after trying both lava and rum fire restaurants which was not convenient at all
Although this was not a business trip i still wanted wi fii access from my room but it barely worked..if at all so the only guaranteed internet was at the business centre..
November 3, 2013
Rated 2 out of 5 by DaveIL Recent stay
This hotel is ok, but not outstanding. The air conditioning did not work well enough and the room was consistently warm. Internet service in the room was also spotty. I would not recommend this facility
November 2, 2013
Rated 5 out of 5 by SusieCanada Wonderful place
This was our first time visiting Hawaii and we loved the Sheraton Kuaui and would have loved to stay there longer. We stayed there for 4 nights using SPG points. At the beginning we were hoping to be upgraded to a beach view. In the end we could only get a room at the back building facing the pool. In retrospect we were so much happier there!!! It is quiet and beautiful. We can't wait to come back!! The only negative was the food was very expensive.
November 1, 2013
Rated 3 out of 5 by tgolf2k01 "Tired Rooms"
This was my fourth visit to this property in four years and will most likely be my last.
While this hotel is the closest to the beach you can get, the property has decided to invest in the public areas and neglect the rooms. This time we had (yet again) an ocean front room and the view is great, however I had the 2 of the worst night sleeps due to a worn out bed that I've had in my 500+ hotel nights over the last 7 years. Other items that the room was 'tired'.
1. Mold/Mildew in the bathroom.
2. Paint peeling around baseboards (everywhere).
3. Cracked bathroom sink
4. Wine stains on the tile/grout (like a bottle dropped).
5. Loose hot water facet handle
6. UNCOMFORTABLE beds.
7. Hair in sink and tub
The other part is the $30 daily resort fee. While it's great to bundle everything into this such as activities, WiFi and parking, the WiFI NEVER worked from our room and one of the activities we scheduled, the instructor was a no-show which was bad because the activity was at 2pm and we could have done something else.
I regret to say that on our next visit in Oct '14 I don't think this property will be on our list to stay at unless the rooms get attention.
I would like to thank them for waiving the early departure fee (even though I checked out at 11am) and went another property 2 miles down the road road.
Very disappointed, hope you can get things together as we use to enjoy our stays here.
Email received from Hotel was only "We will look at putting in a new mattress in the rooms". Nothing else. Disappointed.
October 29, 2013
Rated 5 out of 5 by Kermie29 A pleasant surprise
The Sheraton was a pleasant surprise. A very accommodating staff. Wonderful soft and cozy beds. The view from our ocean front room was spectacular, sunsets and sunrises beautiful. Safe ocean beach. The pool could have a few more shade umbrellas and the WiFi really needs an upgrade. Otherwise, would recommend this place and would stay there again if the opportunity should arise.
October 25, 2013
Rated 4 out of 5 by Bun58 Ideal location
Our family of adults spent 2 nights/3days enjoying the beach. Only a little disappointed by the damp smell of the 1st floor ocean wing rooms. Otherwise, staff was helpful and kind, particularly the folks at the activities desk by the pool
October 23, 2013
Rated 4 out of 5 by Tomcl Great place to stay
The staff was very friendly, pool was great, food was ok for the price. I was expecting better quality in the food. Waiters were great. I will go back to this hotel.
October 22, 2013
Rated 5 out of 5 by KMCK Excellent!
We were so impressed with this hotel. Everyone from the bell hops, front desk, pool staff and Lava restaurant staff were extremely friendly and helpful. The rooms were awesome - very comfortable beds!! We will definitely recommend - LOVE this hotel!
October 21, 2013
Rated 1 out of 5 by TT70 Unsatisfactory
*Hotel wireless was extremely slow and kicked us out of the system several times/ very cumbersome to log on again and again
*Toilet clogged up and needed maintenance to fix
*Bath tub/ shower water drained slow
*Housecleaning started extremely early making loud noises so was unable to sleep in due to loud noise levels- not peaceful room atmosphere with the noise
* Several TV channels had bad reception- only a couple of channels worked well
*Automated check out message reminder of 11am check-out very offensive like wanting to make sure we got out...delivery not excuted well
*Pool very small and crowded
*Fitness machines only got one television channel as option & other cardio machines got no channel options at all
*Puddled water on stone walk way with no warning of wet floor- slipped and fell because tile was slippery
*At departure- front desk never even asked if we enjoyed our stay or asked if we would come again.... no aloha service
Too bad because Sheraton's are usually pretty good... Disappointing on so many levels....
October 21, 2013
Rated 3 out of 5 by LocalGirl808 Not mindful of my needs
Made my reservation in August. Upon check in I explained I have a bad knee and can't walk to far to the events. I was told I didn't request a handicap room. I don't need a handicap room just one close to events. I was given a room at the most back of your building next to the housekeeping carts and Laundry pick up service. I made no complaint and walked to beach, pool, lava's and my first 3 events, however it became harder to walk back and forth to this room and the carts and trucks were a constant reminder of work in progress. I have been a member for HLTA for 20 years and have never had such NON RESPONSE TO MY REQUEST's . I was also told to walk down to the tent to see if massage girl was there and only found a generator, Please remove the charge for the massage, I never had one ? Also I know nothing can be done for me now, but thought you should know about no response to my requests. and an uncaring staff. I told everyone, I was unhappy, no one came to my aid.
October 20, 2013
Rated 4 out of 5 by SmilingCouple We had a great anniversary trip
Our room was fabulous! Beautiful view of the ocean and sunset. Water in the fridge, coffee and tea available, fresh towels - every day. Not a complaint, but we prefer mugs to paper cups, however we still enjoyed our morning beverage on the lanai. The only negative we encountered was Lava's. Slow service, limited menu. We would most definately stay again!
October 18, 2013
Rated 2 out of 5 by mdgn Swimming pool and beach not proportional to hotel size
No direct elevator to rooms. need to walk trough janitors area.
October 17, 2013