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“Very nice and laid-back resort”

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Sheraton Kona Resort & Spa at Keauhou Bay
Ranked #7 of 14 Hotels in Kailua-Kona
GreenLeadersSilver level
Munich, Germany
Level Contributor
95 reviews
61 hotel reviews
common_n_hotel_reviews_1bd8 118 helpful votes
“Very nice and laid-back resort”
4 of 5 bubbles Reviewed January 8, 2014

The start was not the best, valet peolple were way to pushy ... but the rest was excellent. Nice and clean rooms, really nice property and very friendly staff. Full breakfast for 25$ was too much and not worth it... Continental for 15$ was good enough. Would recommend and stay there again...

  • Stayed January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank smartgirl247
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton K, Guest Experience Team at Sheraton Kona Resort & Spa at Keauhou Bay, responded to this review, January 10, 2014
Aloha smartgirl247,

Thank you for taking the time to share your feedback with us. We are so pleased to hear that you enjoyed our beautiful property and friendly staff!

We sincerely apologize for the inconvenience you experienced during your stay, and have shared your comments with our management staff. Please know that we are in the process of completely retraining all our staff with the most up-to-date Starwood Hotels & Resorts policies and procedures. We also have two new chefs who are creating innovative new menus at all our Food & Beverage outlets on property.

Thank you again for your review. We hope to welcome you back to the Sheraton Kona Resort & Spa in the future! Mahalo nui loa!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (815)
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English first
Level Contributor
17 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
4 of 5 bubbles Reviewed January 8, 2014

We were upgraded to an ocean view room which was lovely! We enjoyed the pool, gym and restaurant on site the week we were there. Loved how close the harbor was to stand-up-paddle and to catch the catamaran for our evening Manta Ray snorkel dive.
Ceri our concierge was amazing with her knowledge of the island, booking our helicopter ride, manta dive, restaurant reservations and even suggested a few local churches to attend Christmas Eve services.
Staff were pleasant, friendly and helpful always!
Our only disappointment was the food and price of the buffet brunch on Christmas Day. There were flys all around and the food quality was not commensurate with the price. We did enjoy the music and view though.

  • Stayed December 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank CocoKemp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton K, Guest Experience Team at Sheraton Kona Resort & Spa at Keauhou Bay, responded to this review, January 9, 2014
Aloha CocoKemp,

Thank you for taking the time to share your feedback with us. We are so pleased to hear that you enjoyed our beautiful Resort and unique location!

We sincerely apologize for the inconvenience you experienced during your stay, and have shared this with our management team. We have recently brought in two new chefs, who are creating innovative new menus which take advantage of our local farm and sea communities. We apologize that the buffet did not meet your expectations, but hope to have new menu selections available soon, particularly for our special events.

Thank you again for your review. We hope to welcome you back to the Sheraton Kona Resort & Spa in the future. Mahalo nui loa!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Australia
Level Contributor
143 reviews
94 hotel reviews
common_n_hotel_reviews_1bd8 101 helpful votes
3 of 5 bubbles Reviewed January 7, 2014

Having stayed at a few Shertons during our trip to Hawaii I must admit overall not that impressed with the Sheraton chain. I think gone are the days of good customer service and good value for money especially in the USA where they have so many more charges like heaps of additonal taxes, resort fees, parking fees and then on top of that tips are always expected.

Anyway this property seemed quite nice but nothing too special. The pools and waterslide were nice. One day we forgot to get a wrist band for the pool area and well I must say staff could of been somewhat less abrupt about it. Not too nice I say.

Our room was pleasant and comfortable but it would of been better value if our rate included breakfast. When we checked in we were told we had to pay more money (resort fee) and nowhere on our hotel reservation email mention that there were going to be any more additional charges (usually wholesalers will say if there are any additional costs). Even the girl at the reception desk said that the wholesaler should absorb this charge but the hotel still charged us.

I have a real issue with the resort fee when the services provided for that fee do not work. Our wifi in our room was not working and we couldnt connect to it. Speaking to the tech support was a waste of time as they were useless. Staff at reception weren't any help either. Most annoying thing was did the staff mention that the internet service downstairs was free and available NO..... only found out by chance late on the last night of our stay. I wasn't happy and we still paid for the resort fee. I truly believe we should be refunded!!!!

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Butterflygirl54
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melbourne, Australia
Level Contributor
82 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
3 of 5 bubbles Reviewed January 6, 2014

Pros:-

Nice room, very comfortable bed, lovely pool with water slide, friendly staff, complementary transport trolley to town. Included a delicious breakfast buffet

Cons:-

Room doors all slam when closing which disturbs sleep. Hallways are noisy.
Only one restaurant at night with no reservations. (Wait can be 2 hours) Expensive food with small servings. Christmas dinner was US$55pp + tax. It was cold and tasteless. No Christmas pudding or custard!
A car is important as the hotel is isolated. The trolley helps but it is bi-hourly and stops early at night.
Daily resort fee is US$30/room.

Room Tip: Try to get a room that doesn't overlook the car park. It is noisy at night. The end of a corrido...
See more room tips
  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Andre F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton K, Guest Experience Team at Sheraton Kona Resort & Spa at Keauhou Bay, responded to this review, January 7, 2014
Aloha Andre F,

Thank you for taking the time to share your feedback with us. We are so pleased to hear that you enjoyed our wonderful pool and friendly staff!

We sincerely apologize for the inconvenience you experienced during your stay, and have shared your comments with our management team. Please know that we are in the process of reviewing our maintenance needs, in an effort to improve our Resort and enhance our guest's experiences. We also have two new chefs who are creating innovative new menus for all of our Restaurants.

Thank you again for your review. We hope to welcome you back to the Sheraton Kona Resort & Spa in the future. Mahalo nui loa!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Jose, California
Level Contributor
93 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
4 of 5 bubbles Reviewed January 6, 2014

This hotel worked for us. It had a nice location away from the hustle and bustle of Kailua-Kona and located on a beautiful piece of property. The bed was comfortable and the room itself was spacious. The bathroom was tiny, but clean. The hotel itself lacked a bit in the details--there was rust and chipping paint in some of the common areas (rooms that hold ice, the pool bathroom), weird occasional buzzing in the breakfast area, and some broken drawers in our bureau, but overall, it felt clean and looked after. The staff was friendly, particularly the front desk when we had a flight delay and needed to extend our vacation and by a day and our check-out time by a few hours.

The one item that really turned us off was the Towel Hut. You must check out and return your towels at this very poorly placed kiosk near the pool. If you do not return your towel to the hut, you were charged an exorbitant fee. It was always understaffed and generally a hassle--the attendant always had trouble finding our (and everyone else's) ticket and the only easy way to approach it required you to squeeze past the wet bar area of the pool restaurant. My husband and I have stayed at a number of hotels in Hawaii, and I've never seen anything like it.

We had the breakfast included in our room rate, and we really enjoyed stopping down to the buffet every morning. We usually got to sit at one of the 4 outside tables, which was lovely. We also really enjoyed the pool (though we wish there were more umbrellas for shade).

Since we just use hotels as "home base," and weren't hoping for anything spectacular, this hotel was great. But I wouldn't say it was memorable.

Stayed January 2014, traveled as a couple
Helpful?
3 Thank ATS001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton K, Guest Experience Team at Sheraton Kona Resort & Spa at Keauhou Bay, responded to this review, January 7, 2014
Aloha ATS001,

Thank you for taking the time to share your feedback with us. We are delighted to hear that you enjoyed our beautiful Resort and friendly staff!

We sincerely apologize for the inconvenience you experienced during your stay, and have shared your comments with our management team. Please know that we are in the process of reviewing many of the policies and procedures currently in place, as well as our maintenance needs, in an effort to improve our Resort and enhance our guest's experiences.

Thank you again for your review. We hope to welcome you back to the Sheraton Kona Resort & Spa in the future. Mahalo nui loa!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vancouver, Canada
Level Contributor
19 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
4 of 5 bubbles Reviewed January 4, 2014

My husband and I stayed here last week and we were very happy with our stay! The staff were some of the best we have dealt with and the two meals we had there were great - one was the Christmas buffet - with it's strong seafood emphasis it was well worth the money . We rented a car ( as frankly you have to do on the Big island ) and so did not have to eat in the hotel all the time. We did have internet problems for the first two days but then it was fixed - no problems after that! We had an " ocean view room" and we never got tired of overlooking the bay ( we thought this was better than a room facing out onto the ocean !). We would recommend this hotel to others - we were not looking for a resort but a nice clean motel - which it certainly was!

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Katie H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton K, Guest Experience Team at Sheraton Kona Resort & Spa at Keauhou Bay, responded to this review, January 7, 2014
Aloha Katie H,

Thank you for taking the time to share your feedback with us. We are so pleased to hear that you enjoyed our beautiful views and friendly staff! As we strive to achieve excellence in customer service, it is wonderful to receive such positive comments from our valued guests. We will be sure to share this with our team!

Thank you again for your review. We hope to welcome you back to the beautiful Sheraton Kona Resort & Spa in the future! Mahalo nui loa!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Long Island, India
1 review
5 of 5 bubbles Reviewed January 4, 2014

We stayed at the Sheraton Kona and had a wonderful Time. The staff was pleasant and helpful. The valet/bell staff gave us great tips about everything we wanted to do. The resort is clean and comfortable. Our room was very spacious. We didn't use the spa or have breakfast at the hotel so we did not rate those services.

Room Tip: Our 4th floor ocean view was by the pool slide but we didn't find it noisy at all
See more room tips
  • Stayed January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Diane E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton K, Guest Experience Team at Sheraton Kona Resort & Spa at Keauhou Bay, responded to this review, January 7, 2014
Aloha Diane E,

Thank you for taking the time to share your feedback with us. We are delighted to hear that you enjoyed our spacious rooms and friendly staff! As we strive to achieve excellence in customer service, it is wonderful to receive such positive comments, and we will be sure to share this with our team!

Thank you again for your review! We hope to welcome you back to the beautiful Sheraton Kona Resort & Spa in the future! Mahalo nui loa!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Kona Resort & Spa at Keauhou Bay

Property: Sheraton Kona Resort & Spa at Keauhou Bay
Address: 78-128 Ehukai Street, Kailua-Kona, Island of Hawaii, HI 96740-2525 (Formerly Sheraton Keauhou Bay Resort & Spa)
Phone Number:
Location: United States > Hawaii > Island of Hawaii > Kailua-Kona
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Green Hotel in Kailua-Kona
#3 On the Beach Hotel in Kailua-Kona
#3 Top resorts Hotel in Kailua-Kona
#6 Family Hotel in Kailua-Kona
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Sheraton Kona Resort & Spa at Keauhou Bay 4*
Number of rooms: 521
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

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