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TripAdvisor traveler rating3411 reviews
These are difficult times for the Hawaiian Leisure and Sporting Industries. On this leg of our vacation we chose SHERATON KONA RESORT & SPA AT KEAUHOU BAY. The grounds are immaculate, the service impeccable. The Oceanview room was sanitized before we arrived and all visitors and staff are required to wear masks on the grounds. The beds are comfortable and the room has all the normal attributes. I would be remiss not to point out that the room is somewhat dated. Because of the Covid virus everything is not necessarily open like the poolside bar a negative. There is a family pool and an adult pool, both are very nice and you can get towels etc from the staff. I'm sure under pre-covid conditions the hotel was vibrant.
Just completed a five-night stay at this hotel. I have to say this is an amazing hotel and I highly recommend! The front desk and staff members are always nice and patient and ready to help. During our stay, the hotel was quite empty, not many guests here so all of rooms got upgraded. Many thanks for that. As a platinum member, I opted in breakfast instead of welcome points. The breakfast was intercontinental- a croissant, a muffin, choose of juice or other soft drink, cold boiled egg and choose of fruit (I always picked papaya. It was nice). Lounge was not open. There are two pools in the hotel ( for adults and for kids). We spent a lot of good time at pools and enjoyed the waterslide a lot (open from 11am to 6pm). The service at hotel is fabulous. Whenever I had requests through Marriott mobile app, they responded immediately. I really appreciate that. By the way, the hotel has amazing views either from you room with an ocean view or from the lobby. I really enjoyed my stay at Sheraton Kona and I highly recommend to you!
Low level of everything
I am staying at this hotel right now, so I am describing the situation as it is. The hotel is not fully operating: the restaurants are closed, half staff is only presenting( and it is not best half unfortunately, especially on reception) So we are staying in oceanfront room 1411, it’s quite nice. The problem is that all off a sudden in the empty hotel the reception staff decided to put a bunch of not well brought up or educated teenagers right in the next rooms. The noise they produced at night was so awful we had to report abuse. The next morning we tried to discuss the problem with the reception we were told there was anything wrong with this situation and if we want to change the room we should expect downgrade our room category in the empty hotel!!! While talking to not the very friendly front lady we found out that this crowd stayed for one night-they somehow decided to promote their staying and put them to this upscale room category no matter how uncomfortable other people will find themselves. So I definitely would not recommend anyone staying at this hotel right now. We booked it last minute now I understand why the price was that cheap. My advice just press harder on reception staff with better categories of rooms because unfortunately the concierge service is not operating so far and they do not know what they are doing
Horrible Customer Service at the hotel
I had a pretty unbelievable encounter with the Sheraton Kona Resort front desk. I am a Hawaii resident and I needed a place to stay for two nights unexpectedly due to a maintenance issue at our home. This happened in the evening, so I had to scramble to find somewhere for my family and I. I called the Sheraton Kona Resort to ask them if they had rooms available short notice for that night and if they could tell me what the better rate was... the Kama’aina or military rate. She said that the Hawaii resident rate (kama’aina) was $99 and the military rate was $218. I asked to book the Hawaii resident rate and she scoffed at me and asked if I was actually a resident. I said I was and have lived in Hawaii for 6 of the last 10 years. She said I had to have a Hawaii drivers license, which I don’t have because I am military and still have my ID from my last duty station. I explained to her that I have a property tax bill, utility bills, my passport with my Hawaii address, and a dozen other methods to prove I was a Hawaii resident. She proceeded to argue with me for 10 minutes about I wasn’t able to get the Hawaii rate because I was not a real resident. After being treated so rudely, I asked her to just put the reservation in my wife’s name who has a Hawaii issued identification and she said, “it doesn’t work that way”. I was very respectful the entire time and did everything I could to not lose my anger. I think the person working the front desk that night had some personal bias against the military. To be considered “not a real resident” because I serve in the military is ridiculous. I plan to retire here and Hawaii is my home. Every year, I am either gold or platinum status for the Marriott and it is shocking an employee would speak this way to a guest. I have never encountered this anywhere else. I figured this had to be some type of anomaly and wrote a complaint to Marriott about my experience with the details. Two months later, I still have not heard a response back from the hotel. I will certainly never return to the Sheraton Kona Resort. Prior to this, this was the hotel I always recommended my friend and family stay at when they visit me.
Very nice, some maintainance issues were present, but nothing horrible. Good location.
We found the room very nice, well kept, clean and just fine. The room did have a noise at 7.15 AM that sounded like bowling balls being rolled across the floor, every morning. There are 2 pools, one id for the kids/families, the other for quieter guests. That was appreciated, was a bit difficult for swimming laps though. The location was good. I thought charging for parking was....well, uncalled for since the restaurant on site was closed and you needed a car to get to a restaurant.