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“Great Staff!”

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Sheraton Kona Resort & Spa at Keauhou Bay
Ranked #6 of 14 Hotels in Kailua-Kona
GreenLeadersSilver level
Lethbridge, Canada
Level Contributor
7 reviews
“Great Staff!”
Reviewed 25 February 2014

Loved our stay. Found all staff to be friendly and helpful through out our visit, everyone was willing to go above and beyond. Sarah at the Pool was exceptional and made us feel very welcome, glad we ran into her on our first day. The snorkel tour with the Rays was a great time as well. Loved the location, service and view, we would come back.

Room Tip: lots of ocean view rooms on this property
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  • Stayed February 2014, travelled with family
    • Value
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    • Service
Helpful?
Thank MochaCabana
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, 28 February 2014
Aloha MochaCabana,

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

Thank you again for your review. We look forward to welcoming you back to the beautiful Sheraton Kona Resort & Spa in the future! Mahalo nui loa!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Kamloops, Canada
Level Contributor
106 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 24 February 2014

We would return again but this time knowing what to expect. Several positives and some constructive thoughts for this review.:stayed twice- one night and then two nights.
1. Front desk staff were terrific on both of our check ins.
- on first check in [11:15pm]after a long flight from the mainland the gentleman on the desk was excellent and even found some extra food for us to take to the room. Sorry i have forgotten the name.
- second check in - Vicky was excellent and was able to facilitate a room change as the assigned room was with two double beds rather then a king. some hesitation because of 100% occupancy but she made it happen - Mahalo!!

2. Views are terrific --- especially if you are from the inland section of the mainland. Makes the eyes come alive.

3. Rooms were also terrific with both stays involving a suite upgrade -- much appreciated.

4. Only concern was the restaurant "Rays on the Bay", and one that I have already told the operations manager when he asked before our check out. We were looking for a nice dinner with the Rays and booked a reservation for 6:30pm. We did so first by phone message and confirmed again with the concierge. Showed up on time and were asked to wait - as were 3-4 other parties of 2-4. When they came to seat us 10 minutes later the hostess told us she had just seated the last restaurant table and would be ok with the higher table and two bar stools. Upon my questioning why we would make a reservation and not have a table guaranteed she asked if we would prefer a large booth [ could accom0date 6-8]. We took it.
The food was good but the fishermans catch of the day potatos and vegetables were somewhere towards the cold side. My Seafood bowl was worth having and I would recommend it.

Room Tip: ask for the 4th floor and possibly in sections 1 and/or 2
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  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank flamesfan24
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, 28 February 2014
Aloha flamesfan24,

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 helpful staff!

We sincerely apologize for the inconvenience you experienced during your stay, and have shared this with our management team. Please know that we are in the process of reviewing our current procedures for our Food & Beverages outlets on property, as we search for ways to enhance our guest's experiences. We appreciate your comments, and the opportunity to improve on our guest services.

Thank you again for your review. We hope to welcome you back to the Sheraton Kona Resort & Spa in the future! Mahalo nui loa!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chapel Hill, North Carolina
Level Contributor
17 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 23 February 2014

We should have paid more attention to the prior reviews. After a long day of travel from the east coast, we called the hotel to make sure they knew we were checking in late. We made it on time (you have to be there by midnight--they seem to always be oversold), and encountered an unsmiling clerk at the front desk. She informed us that the restaurant and room service had closed, and there was no bar open. We could order a pre-made sandwich! That was a bit depressing, as we had visions of a nice cocktail and a snack after arrival. But that was only the start of the disappointment.

When we got to our room, the keys didn't work. Went back to the front desk, got new keys. Still didn't work. Called the front desk, waited a while for security (the supposed explanation was that the door lock needed new batteries). After several tries, it turns out that the reason our keys didn't work is that there was already a guest in the room--that was supposedly ours. Another trip to the front desk, where the same unsmiling desk clerk now spent a lot of time trying to figure out what went wrong, and consulted eventually with the night manager, who was more pleasant, and very apologetic. They could not explain the screw up, but did find us an ocean front room (which is what we had booked). The night manager escorted us to the room to ensure that there were no other issues. He offered us a $50 resort credit. What we really wanted was a late checkout (2 hours) on our last day, which the sullen unsmiling clerk had indicated could not be granted, we would have to call on the morning of our last day. Even the night manager could not grant this request!

Once we settled in, the room was large, clean and the view of the ocean was nice from our balcony. Good quality bedding, etc and reasonable value for what we paid compared to other ocean front options. The grounds are lovely, and as we expected, there is no sand beach, but still a beautiful location. The location offers some advantages (in our opinion) over the Kohala coast resorts as it's closer to the south end of the Island and removed from the hustle/bustle of Kailua-Kona, which can be frenzied in the evening. We found the coffee stand, breakfast restaurant, and Ray's very good (couldn't see the manta rays though), and the wait staff in all were very pleasant and friendly. The guys at the front entrance were great with our car, and general help/directions. Housekeeping staff also very nice. The complete notable exception was the front desk staff.

Even on departure, we got another dose of this. We had an early morning whale watch trip on our last morning--tried to arrange the late checkout before we left, and at 5 am were told that we had to wait until after 8 when the day manager was in to request the late check out. We called from the whale watch to inquire, and were told the house was oversold and we could not get a late checkout, even for an hour. When I reminded the clerk about the difficulty we had experienced with check in, she indicated she would ask the manager, and after being put on hold for about 10 minutes, we were finally informed that yes, we could have a 1 pm checkout.

It was too bad that our initial and final perceptions of the hotel were soured by the experiences we had with the front desk. We can understand a screw-up and confusion about our room, but the appropriate response should have been to agree to our request for a (somewhat, not extremely) late checkout. And we shouldn't have had to call and beg for it on our final day. The front desk staff are very unpleasant and their managers should be empowered to be able to make simple decisions that would have gone a long way to improve our opinion of the hotel. Would not stay there again.

Room Tip: Ocean front was great.
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  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank CandG2014
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, 28 February 2014
Aloha CandG2014,

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 wonderful location!

We sincerely apologize for the inconvenience you experienced during your stay, and have shared this with our management team. We are so disappointed to hear of the your challenges, and are taking measures to ensure that this does not happen again. Please know that we are in the process of completely retraining all our staff with the most up-to-date Starwood Hotels & Resorts courses and procedures, including WELCOME, StarGuest Global Personalization, Guest Expectations, and FAREWELL. We are also looking at the hours of our Food & Beverage outlets on property, as we search for ways to enhance our guest's experiences.

Thank you again for your review, and the opportunity to improve on our guest services. We sincerely appreciate your valuable comments. Mahalo nui loa.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
East Grinstead, United Kingdom
Level Contributor
24 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 17 February 2014

Quite tired looking hotel. Only one restaurant on site for dinner. Rays on the Bay. Very good food and setting. Helpful staff especially concierge. Several good restaurants nearby at coconut grove. Valet car service worthwhile.

  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank RichardPrice64
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, 19 February 2014
Aloha RichardPrice64,

Thank you for taking the time to share your feedback with us. We are so pleased to hear that you enjoyed our Rays on the Bay offerings and helpful staff!

As we strive to improve and enhance our guest's experiences, we appreciate your valuable comments, and have shared this with our management team. We thank you again for your review, and hope to welcome you back to the Sheraton Kona Resort & Spa in the future! Mahalo nui loa!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
San Francisco, California
Level Contributor
44 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 17 February 2014 via mobile

Sunset views...ability to see graceful manta rays feeding @ nite (and even enjoy a signature cocktail while doing it!). Good pool (also w/views & cabanas) and a good pool slides for both young and older kids. Visit the Saturday farmers market in the park just past the parking lot.

Stayed February 2014
Helpful?
Thank mitasa01
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, 19 February 2014
Aloha mitasa01,

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 unique manta ray experience! We are very proud of our resort, and are delighted to hear that you were able to take advantage of the amenities offered.

We appreciate your valuable comments, and 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
19 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 16 February 2014 via mobile

Wow. I've stayed at many resorts around the world and this one is forgettable to say the least.
If you want a relaxing stay close to the beach and beautiful town of Kailua-Kona do NOT stay here. This concrete monolith of a hotel masquerading as a resort needs a serious attitude adjustment. The front desk staff were rude, abrupt and unhelpful on several occasions. They may as well have thrown our key at us on check-in for all the kindness they showed. When we enquired about bed configuration options we were met with utter contempt by the lady serving us. We've never had to complain to senior management before but had no options on this occasion which put a dampener on our whole experience.
Our part-ocean view room (which actually looked over the tennis courts not the ocean) had paper thin walls - which meant we had the pleasure of hearing our neighbor cough and splutter her way through the night. Every step, bathroom ritual and conversation could be heard on either side of us. Awkward to say the least.
The 'free' shuttle (included as part of the hefty resort fee) runs only until 9:15pm making dinner options limited particularly as there is nothing within walking distance.
The pool is split in the middle by an ugly eyesore of a water slide which is great for kids but not so great if you want any quiet time by the water. Pool chairs are limited and bad quality (many ripping at the seams). Infact we saw two people tear through their chairs completely!
The grounds are nice and the view from the front of the hotel is lovely but travel closer to Kailua and you get even better unspoilt and uncrowded views with pristine white beaches and crystal clear water.
I regret booking 4 nights here and would have checked out early if I hadn't paid upfront. Such a shame.
If you want to feel like you are staying in a convention centre, fight your way to a pool chair and not get a wink of sleep stay here. If you want to rest by the beach, snorkel, eat reasonably priced food and get what you paid for stay elsewhere. There are lots of options.
P.s. The best way to see the manta rays is to do a night snorkel - not sit at Rays restaurant craning for a view of a shadow in the water. Get in the water and enjoy the beauty of these magnificent creatures first hand. The Rays are much better behaved than the front desk staff at the Sheraton that's for sure.


  • Stayed February 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Tilpin
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, 19 February 2014
Aloha Tilpin,

Thank you for taking the time to share your feedback with us. We are so disappointed to hear that we did not meet your expectations, and sincerely apologize for the challenges that you experienced during your stay. Please know that we have initiated a preventative maintenance program recently which was not in place previously. This process is a complete strategic engineering and housekeeping overhaul of all areas on property to ensure our final product is in perfect condition. We have also just finished our strategic plan for our capital re-investment into the hotel which will target high impact portions of the resort to bring more life and TLC to the resort. We plan to start on all major projects by months end.

We are also training with the most up-to-date Starwood Hotels and Resorts training courses and programs such as; WELCOME, the ABC’s of Housekeeping, StarGuest Global Personalization, Voice, Guest Expectation, and FAREWELL.

Thank you again for your review. We appreciate your valuable comments, and the opportunity to improve on our guest services. Mahalo nui loa.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
St. Petersburg, Florida
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 15 February 2014

Driving down the main road you can see this property and how beautiful it is. You then enter a beautiful open lobby with magnificent views of the hillside and ocean. The excitement ended rather quickly upon checking in, however. I asked the agent if I could give him my Starwood number. He replied that there was no purpose in providing it because we had a "pre-paid" vacation and that we would not receive credit for such a stay. The way he said "pre-paid" reminded me of the old commercial where a waiter informs a diner that his credit card has been "declined". From then on, we felt like third class passengers on a slow boat to China. The hotel had a large contingent of tire salesmen who were obviously getting the larger share of the attention from hotel staff. Wherever we went, it was "are you with the convention" and when we replied no, were told to go somewhere else and there aren't many other places to go.

Immediately after we checked-in, one of the most bizarre encounters with a Concierge I have ever had occurred when I inquired about stores and shopping available on the property. She rather tersely informed me that there is only one store, around the corner. I had asked this because we had just come from Waikiki where our hotel had at least 40 different stores on the property and I wondered if there was a map or something. Well, I turned the corner and saw at least three different stores right near the Concierge area. Then there was also a convenience type store farther away. Never in my life have I encountered a Concierge who was so rude before.

Our room was very nice, it was Ocean Front, and the waves crashed so close to our balcony that it was almost enchanting. What the other reviewers have said, however, is somewhat true. The phone was dusty and the light switches were dirty but in my opinion this was still a rather clean room, just a bit aged. Older tile and such may appear dirty but probably is not.

Our last morning I requested a late checkout because we had a red-eye to the mainland which left at 10 PM. This request was rejected (possibly because they didn't want or need to know whether I was a Starwood member?). They indicated that they had "hospitality suites" and would let me know if we could use one, but then came back and said no. We were offered no other options of staying on the property, using the pool, etc.

In a nutshell, you may get a better response from the staff if you book this hotel through regular channels and pay them directly. Perhaps it is only the "pre-paid" guests who get this treatment. I never felt appreciated by any staff at this establishment that made me feel I was in a resort (and for the $30 resort fee this should pay for something). Our waiter at Rays also provided mediocre service. I have felt more welcomed at Homewood Suites or Holiday Inn Express properties in the middle of nowhere.

With the beautiful property, great location, and excellent pool I would normally rate this as four stars but the staff reduced this to two.

Room Tip: you must request ocean front if this is your main trip to Kona. Many rooms in this hotel overlook t...
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  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Kurt V
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, 19 February 2014
Aloha Kurt V,

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

We are so disappointed to hear of the challenges during your your stay, and sincerely apologize for your experience. We value all of our guests, and it is disturbing to hear that you did not feel appreciated, and that we failed to meet your service expectations. Please know that we are in the process of completely retraining all our staff with the most up-to-date Starwood Hotels & Resorts courses and policies, including WELCOME, StarGuest Global Personalization, Guest Expectations, and FAREWELL; and will certainly be addressing your concerns with our team.

Thank you again for your review, and the opportunity to improve on our guest services. 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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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:
Region: United States > Hawaii > Island of Hawaii > Kailua-Kona
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 On the Beach Hotel in Kailua-Kona
#3 Top resorts Hotel in Kailua-Kona
#3 Green 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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