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“Faded and overpriced”

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Sheraton Kona Resort & Spa at Keauhou Bay
Ranked #6 of 14 Hotels in Kailua-Kona
GreenLeadersSilver level
North Sydney, Australia
Level 4 Contributor
25 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Faded and overpriced”
Reviewed 14 May 2014 via mobile

Overall 4/10, isolated location, amenities 6/10, room 7/10, service 5/10, breakfast 5/10, restaurant 5/10, food 5/10, restaurant service 8/10. Irritating cost add-ons. Overpriced. Overall 4/10, isolated location, amenities 6/10, room 7/10, service 5/10, breakfast 5/10, restaurant 5/10, food 5/10, restaurant service 8/10. Irritating cost add-ons.

Stayed May 2014
Helpful?
2 Thank Happy-but-choosy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sheraton T, Manager at Sheraton Kona Resort & Spa at Keauhou Bay, responded to this review, 29 May 2014
Thank you for staying with us here at the Sheraton Kona Resort and for sharing your gift of valuable feedback. This allows us the opportunity to share with our management team towards working on improvements at various levels at the resort. We hope to have the opportunity to welcome you back to our resort.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,572 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (856)
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English first
Clearwater, Florida
Level 4 Contributor
36 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 13 May 2014

We had our favorite travel agent Karen Nowalsky of Take Wing Travel book our trip. She has never let us down and this trip was yet another perfect pick. We stayed in an ocean view suite; the views and breezes were perfect, beautiful views of the chapel, mountains and ocean. We could have stayed on the lanai our entire trip! Instead, we took full advantage of the staff's advise on restaurants, beaches and must do's. The location of the resort was perfect for exploring the rest of the island, it made coming home to our beautiful suite that much sweeter each day. We enjoyed cocktails and sunsets by the pool and dinner at Rays on the Bay watching mantas under the stars. The Lilikoi and Banana Duo dessert is a must try! We look forward to our next visit!!!

Room Tip: The ocean view suites on the chapel side have perfect views of the ocean and mountains.
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  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank KrystalBurroughs
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sheraton T, Manager at Sheraton Kona Resort & Spa at Keauhou Bay, responded to this review, 13 May 2014
Aloha Krystal,

We are delighted to hear that your stay with us was perfect from the moment you arrived to your departure! Exploring the island and then coming home to your Sheraton Ohana (family) is exactly what we want every guest to experience while staying with us! I must agree with you that our suite lanai's with breathtaking views of the ocean and mountains are amazing! We look forward to welcoming you back to your home in the Islands!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Venice, Florida
Level 2 Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 10 May 2014

The first night we were at this hotel, the hotel lost power. We did not have power again for nearly 24 hours. You would think a Sheraton would make accomodations or give guests incentives or something for the glitch, but they did not. Even after I contacted Customer Service through Sheraton I never received a response. Then at the end of the stay I wanted to print my boarding pass, but they said I was not a "Starwood Preferred Guest" and would not let me use the printer. Why would I want to be a preferred guest when customer service at the Sheraton is so poor? ASIDE from iffy customer service, the hotel is gorgeous. The pool is fabulous, and the couples massage we booked was the best we've ever had (and we've had plenty!) The property grounds are beautiful and made for nice walks in the morning, and the restaurants were great!

  • Stayed July 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank michi941
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sheraton T, Manager at Sheraton Kona Resort & Spa at Keauhou Bay, responded to this review, 13 May 2014
Aloha,

Thank you so much for your recent review and for staying with us here at the Sheraton Kona Resort! We are sorry that we did not meet your full expectations during your last stay and hope to be able to in the future. We are also glad you enjoyed the resort.
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Keaau, Hawaii
Level 6 Contributor
136 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
Reviewed 10 May 2014

The last time I visited this hotel, construction crews were everywhere. Our conference had to meet in a tent on the lawn. This time, the renewed convention center was fantastic. The bedrooms were upgraded and beds were most comfortable. The in-room, lobby and convention center wireless worked just fine. Banquet food was plentiful and tasty. The restaurant Rays on the Bay was amazing with truffle oil in the pesto-locally grown mushroom-fresh greens-and farm cheese topped flat bread, a healthy portion of lobster tail originally from Maine, but raised in the Kona cold water pumped up from the deep sea at the Natural Energy Laboratory of Hawaii Authority. Every staff member was genuinely welcoming and courteous. Small difficulties were tended to immediately and with smiles. Our conference planned an activity with origami cranes to be presented to a local group. Hotel staff from management to front desk joined in the effort. The only drawback was a lack of light at the outdoor evening banquet. Thank goodness several people brought purse size flashlights. I stayed an extra day for a birthday treat at the spa and was very happy with the massage and facial experience.

Room Tip: I wanted to be close tot he convention center so building 4 was perfect AND we had an ocean view acr...
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Green Features: Hang the green room door sign out before 2 a.m. and get a $5 credit toward hotel purveyors. You have a choice regarding changes of bedding and towels. Recycling of papers and containers is encouraged. Restaurants and banquet staff purchase fresh local products as much as possible.
  • Stayed May 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Katharine C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rapid City, South Dakota
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 8 May 2014

Unfortunately, this place was lacking on the resort quality you would expect from the Sheraton brand and a 4-star rating. There was a roach in our coffee maker and cigarette ashes all over the lanai. The "mountain view" was a first floor view of the parking lot. The wireless internet did not work. The pool-side servers were not attentive and were actually quite rude about having to stop and take an order. When I told the front-desk guy about the roach and cigarette ashes he acted like he could care less. When I told him about the wireless internet not working, he told me that I should have called and IT would have fixed it, but once again, could not care less about the experience. Also... they charge $35 for a resort fee. I was not able to utilize any of those services and they would not even waive half for the experience.The only positive was Rays on the Bay. It was expensive, but the quality of food, service, and view was worth it. Our server was Jake and he made sure that this part of our trip was great. Ask for him if you want to be treated well!

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank xtinatina27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cambridge, United Kingdom
Level 4 Contributor
29 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 4 May 2014 via mobile

Hotel is good although bathrooms could do with modernising. The Rays on the Bay restaurant had amazing food (best meal on the entire trip). We requested a table on the viewing platform, which we got. The hotel shines lights into the sea which attracts plankton, which attracts the Manta Rays to feed. We watched about 6 manta rays as we ate our meal - amazing! Only bad thing is that the hotel is about a 2.5 hour drive to the volcano national park, but there didn't seem to be many hotels much nearer.

Stayed September 2013, travelled as a couple
Helpful?
1 Thank Suzanne H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sheraton T, Manager at Sheraton Kona Resort & Spa at Keauhou Bay, responded to this review, 29 May 2014
Thank you so much for your recent review and for staying with us here at the Sheraton Kona Resort! We are so glad you enjoyed the resort.
We hope to welcome you back to Hawaii and the Sheraton Kona!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dallas
Level 5 Contributor
54 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed 4 May 2014

CONS: I usually start my reviews with the pros, but I was so upset with the breach of security here that I am beginning with the cons. 1. When I checked in, I had the porter bring my bags up. About an hour later, I went out, and found my name and room number on a piece of paper taped to the luggage cart where anybody walking by could see the information. Not a comforting thought for a woman traveling alone! 2. It took more than an hour for them to get an ironing board to me which meant it took an hour longer to leave for my dinner engagement. 3. There was a large event at the hotel with live music which was very loud (and very bad) on one side of the room and children and teenagers at the pool screeching on the other. I tried to drown out the noise with late night television, but that was not successful. I resorted to my tablet and headphones. 4. No beach.
PROS: 1. The bed was heavenly. 2. The room was spotless. 3. Plenty of outlets. 4. The scenery is outstanding. 5. I would say that the staff was friendly and helpful, but I feel betrayed about my private information being left in a public location, and lack of attentiveness to my one request, so am unable to do so.

Room Tip: Request an ocean front room if view is important, and request one away from the outdoor banquet area...
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Green Features: This facility offers incentives for reusing linens - thank you!
  • Stayed May 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank TapestryH
This review is the subjective opinion of a TripAdvisor member 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 Top resorts Hotel in Kailua-Kona
#3 On the Beach 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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