We ended our 8 day trip on Big Island here for 2 nights. Upon arriving, we were impressed by the stunning. We were early but they allowed us to check in, which we weren't expecting. However, the room, which was on the 3rd floor of the Kualono wing (parking lot view), had problems. 1) it was right above ongoing construction of the 2nd floor and you could hear cement drilling, 2) the safe was broken, 3) it was not very clean, 4) paint was chipping, 5) the room, carpeting, and phones were very smelly. Upon arrival, we asked for double beds but was told there were none available. Later, after assessing that there were serious problems with the room, we requested a room change. We were kindly moved to a room with 2 double beds and an ocean view. We were extremely thankful, but annoyed that we were put in a room above construction that was clearly up next for renovations by a supervisor.
I never located the concierge desk. The front desk was always so busy so I could never ask for dinner recommendations or a map. Fortunately, I found everything I needed on trip advisor!
The pool side restaurant provided service without a smile and their servers never really made it towards the end of the children's pool. So I always had to go to the main bar for drinks. No one, except Chris at the bell stand and the woman who moved our rooms, was very cheerful or friendly, or service oriented. I guess we were spoiled by the fantastic, Hawaiian hospitality at the Hilton properties in Waikoloa and expected more from the Sheraton.
I think if we started off in the room we ended our stay in, I would've given 4 stars. But overall, considering the service, 3 stars is quite generous.
- Official Description (provided by the hotel):
- Enjoy the diversity of Hawaii's Big Island with family and friends at Sheraton Keauhou Bay Resort & Spa. From stargazing atop majestic Mauna Kea to tours of nearby Kona Coffee farms. ... more less
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- Also Known As:
- Sheraton Keauhou Bay Hotel Kailua-Kona
- Sheraton Keauhou Bay Resort And Spa
- Sheraton Kailua-Kona
- Sheraton Keauhou Bay Resort & Spa
- Sheraton Kona Resort & Spa At Keauhou Bay Hawaii/Kailua-Kona