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TripAdvisor traveler rating3403 reviews
I had read a lot of bad reviews about this Sheraton property while planning my Hawaiian vacation so I was not expecting much on arrival. But boy was I pleasantly surprised with the resort!! Our room was great, the view awesome, the grounds beautiful and the staff was more than willing to help with all of our needs!! While in Hawaii we stayed on 2 other islands. We stayed at the Grand Hyatt Kauai Resort & Spa on Kauai and at The Aulani Disney Resort on Oahu and the Sheraton on the Big Island ranked right up there with these. The only thing that told me the hotel might have been a littler older was the bathtub, but the one at the Grand Hyatt looked the same. Maybe we got lucky and stayed in a new portion of the property but I would reccomend this place to anyone and I would definitely stay here again if I am ever lucky enough to make it back to the Big Island!! Thank you Sheraton for part of my dream vacation!!
Great location, sad it has been sold
Just got back a week or so ago from a long weekend getaway to Kona. My daughters and I stayed here. The resort is nice and has very friendly and helpful staff. The rooms could use an update but still very comfortable. I am a big Marriott Bonvoy guy and sad to see this property leave the brand as I love Kona and enjoyed my stay.
Travel agents nightmare
This hotel needs serious help! Let me start off with saying that the staff is awesome. Bell service, valet, maids and bartenders are exceptional. Front desk was ok. I have been to this resort several times in the past for dinner and drinks. It’s always been top notch. We checked and this hotel with a prepaid package to a vacation company. They were going to charge us an additional $50 a day for the third person in the room. We pre-paid for three people in the room. So we decided rather than pay this fee we would upgrade to club level. Yes we paid more for club. The club is the worst club ever. They were supposed to have continental breakfast they had nothing. Coffee granola bars and juice cans. Two people in our room got breakfast buffet daily but not from club status it was because of the package purchased for the hotel. The afternoon appetizers and drinks was terrible. Selection was bad food was bad choice of two beers and two wines. Food dishes left uncovered with flies... After seeing this we came down for chips and wine. Did not trust the food. Now let’s talk about the resort grounds. Filthy with cats and mongooses... The lava rock that used to be pretty to look at on the edges of the garden had trash that had not been picked up. Pretty much any areas that people had access to there was trash. The views from this resort are beautiful. It’s in a great spot. It’s just not been taken care of. Our room was old but it was clean. Maid service was awesome. Even though the furniture was old it was still taken care of. I am a travel agent. I was embarrassed that I had sold this package to the two people that I were with. I’ve been selling travel for over 20 years and honestly this has been one of the filthiest hotels outside on the grounds that I’ve ever seen. The inside was clean and taken care of it was the grounds they were not. I am also a Marriott Silver elite member. I will not be returning to this hotel. And I’m certainly not going to send any of my clients here. I have sympathy for the people who work so hard to make your stay wonderful. This is sad.
Excellent location but property show its age
The location of this resort was awesome as was the ocean front room. However the hotel ambience, decor, and furnishing shows its age. For a lack of a better description, the rooms were dumpy with popcorn ceiling and worn carpeting. The commercial toilet plumbing and low ceiling in the bathrooms were dumpier than some public restrooms. Even the exercise room was outdated. This was no means a cheap hotel; we felt ripped off as soon as we pulled into the entrance. However, the consolation was the location.
Great views and property but hotel is in disrepair
We are currently staying at this resort. First the good: views and grounds are amazing, beds are comfortable and the food is good but very expensive. Now for the bad: the rooms are in very poor shape and in disrepair. We have been in 2 rooms and in both the toilets leak water all over the floor, the bathtubs had the coatings coming off, the carpet is dirty and every mirror and window are in need of a good cleaning. I had to call each day for our room to be serviced with towels. The balcony decks floors are chipping and everything is in need to a good paint job. While we enjoyed our stay on the island I cannot recommend this hotel.