I was confused by this resort. I have certain expectations when Resort & Spa is in the name. We arrived and stayed for three days. During that time one elevator was down and never had a sign saying so. Either the doors would not open or they would but it would bounce between two floors only. Too many people with luggage to only have one operating elevator. The hallway going to the room in our wing was very dark and uninviting. The room was OK, dated but OK. Like others have mentioned I did note the toilet looked like it belonged in a gas station. The shower was serviceable but updates are needed there. It would be nice to have a place to hang your towel. I found the restaurant situation curious. Ray's is open for breakfast and dinner. There is a pool side restaurant only open for lunch. It seemed to be pretty lean on choices for a resort. The breakfast buffet was so underwhelming compared to others I have experienced on this trip. What is up with the skimpy fruit selection' No water brought to the table and get coffee on your own instead of brought to the table. You will not get service here. You will find them working to make sure you don't catch their eye. Lunch at poolside had very limited options and although we asked if we could have pineapple and were told we could, it never came and wasn't mentioned again. Minimum service there. Dinner was good with great service which I was expecting by then. Although we had already made plans I noticed as other have mentioned that there was no knowledge or posting of activities going on in and around the resort. I found out after it was over that there had been an artisan fair set up on the front grounds. There was service poolside but I noted most of the time they were walking around but not actually slowing down to ask if you wanted anything. We were out there for almost three hours and nobody came up to ask if we wanted anything. I also noted that there were at one point three small children jumping and diving ilnto the hot tub. The parents seemed to be not paying close attention and it was dangerous for them to be doing it and I believe nobody under the age of 18 is supposed to be in it. I noted in another review it had been a problem a few days prior with management notified. Looks like the point didn't get across. Bottom line. The location of the place is great. It looks great on the outside. Once in you get a different feel and I don't think what they offer and how they provide it lives up to expectation. They could be great. All the elements are here they just under deliver in almost every area. I am now at the Hyatt in Maui and the difference is night and day. Everybody bends over backwards here and the breakfast buffet is amazing.
"We will stay again BUT..."
We are probably going to stay here again, but there's a few things you need to know before you can decide if it's right for you. Pros - Location, Location, Location - Staff is very friendly and helpful. - The Pool Area is nice and very well run Cons: - A frustrating lack of consistency which leads to things falling through the cracks that you need to fix. - Facilities are In need of a renovation across the board - The breakfast just isn't very good for the price. We stayed from just after Christmas through early January. We had an oceanfront room which was nice but honestly the mountain view seems quite lovely and not the worst thing to look at if you had to. First Up, kudos the following staff members, because they know their business: Rebecca in guest services Camille at the front desk Kaulai'i at the pool service Ben at the Buffet These staff members in particular exemplify the positive and hard working attitude we found at the hotel. The people we dealt with really seemed to want to help you. The location is one of the best ones around. It's 20 minutes to Kona, 5 minutes to Kahaluu, a great snorkelling beach (30 minutes to two-step, a better one) and there's a shopping centre with groceries and restaurants and a gas station 4 minutes away. There's also a harbour right next door where you can book ocean tours (Sea Quest). The resort fee covers self parking which a lot of resorts don't so that's a plus. The Luau is very good and a nice location. The pool is a good temperature especially compared to other resort pools. The staff at the pool are excellent and really try to make it a good experience. Shout out to Stacey and Doug. I mentioned earlier how great the staff was. Unfortunately, they are hampered by a maddening inconsistency in how things are done that can seriously affect your vacation if you let it. Examples: - I went to the front desk and asked what the deck on the top floor of the hotel was for. She said she didn't know and assumed it was a room. I found out later it's a brand new lounge they had added and were actively promoting on their web site. -I also asked where I could get access to the ocean to go snorkelling. I was told there wasn't any, despite the website showing a snorkeler outside the hotel. I later found out there is ocean access right on the grounds. - A few times we had to call to get our rooms cleaned, or get our Going Green credit applied (more on that below) or our complimentary waters delivered. - One night we watched a movie by the pool with our son. The next week I saw the movie with nobody watching because nobody on staff had put out the activity notice telling people about it. - I was told we could use the microwave at the coffee shop when it was closed. When I tried it, I was told no, but I could use the microwave which apparently was in the teen club. - Hotel staff would fill up an elevator, leaving us and other guests to wait for the next one. The management needs to get this under control. I think it explains why some people rave and others have horror stories. To be fair, all these things were fixed but we had to make the effort to figure them out on our vacation. Not my favourite way to relax. You’ll read in other reviews the hotel is dated and looking tired. Yes it is. It wasn't dirty or falling apart, but it's showing it's age. We didn't really care so it didn't bother us. Yes the toilets are the kind you find at a mall. We didn't care. The AC was pretty loud when it kept clicking on and off. Obviously an old system. One thing we always like is getting the buffet breakfast when we come to Hawaii. This one however, is so cheaply run and poorly executed we couldn't justify the cost. First, there was no omelette station, which is pretty standard. When I asked if they could fry an egg for me they said no. I asked because the eggs are obviously powdered and not very good. The fruit was so off one day we skipped it. The staff didn't even put the bananas out because they said they were too brown. The selection was poor and mediocre. For $28 you can do way better. Other resorts charge the same or a bit more and are far superior. Many reviewers have noted this hotel seems to be being run on the cheap. Well it really shows at the breakfast buffet. Despite all this, I would stay again because of the location and the staff. I would get the best deal I could though, and avoid the breakfast buffet. Above, all , if there is a problem, or you think you’re not getting the right answer, ask somebody else. You may get a different answer from someone who really wants to help you. If you think you would like to stay, here are some tips that will make it a more enjoyable stay. - Self parking is free. There is usually always parking near the side of the convention centre in the upper left corner of the self park lot. Instead of walking through up to the front entrance, walk along the convention centre walkway and turn left. There is a walkway that leads to the ground floor pool area and elevators. - There is a Go Green program. If you skip room cleaning, you get a $5 credit towards food and beverage. They are supposed to clean every third day regardless. If you choose this you still get your complimentary bottled water. ask for it if they forget. - Your room has a recycling bin but it is black not blue, so if you want to recycle you can separate paper and cans and bottles. - There is a microwave in the teen club anyone can use. Otherwise, the staff at the coffee shop will heat things up for you if you ask. - The pool slide is nice, but slow unless you use an inner-tube. The pool hut sells them for $9. Lamonts, the store on the 2nd floor of the hotel sells the exact same one for $5. There are 2 sizes so make sure you get the right one. - The pool staff comes around with Ice water, frozen fruit and smoothy samples during the day. - There is a volleyball net so the pool hut has balls for kids to play with in the pool. Ask to borrow it if you don’t see it around. It will have KBA written on it. - The smoothies from the Holua poolside bar are good, but smaller and more expensive than the ones from the coffee shop. Unfortunately, the coffee shop is only open in the morning and evening. - If you want maximum shade at the pool, claim the chairs to the left of the first cabana past the pool hut facing the ocean. - The Cultural Activities like flower bracelet making, dancing and Ukulele lessons are AWESOME. The host is Auntie TuTu. She hosts the luau and she is terrific, especially with the kids. Worth a look. - If you ask for a room overlooking the Hawaii Lawn, you may get to watch the Luau for free since that’s where they host it. It never runs very late so don’t worry about it keeping you awake.
"We had Semi-Ocean view room and older part of hotel."
As the title says. Staff was very nice and attentive except for one guy who worked at Breakfast Buffet. He would not fill up our water glasses even after we suggested that he leave a pitcher with us. I did advise the hostess but she did nothing. In fact, it appeared they had some form of relationship with each other as they kept flirting with each other. Other than that...,smooth operation.
"Nice Hotel, Enjoyed our stay"
We stayed at the Sheraton from 1/6/17-1/8/17; 2 nights. I liked this hotel, but thought it was overpriced. Our room (1328) was spacious and clean. The king bed was comfortable and the room was quiet. I was concerned that this room was right outside the ice machine and I would hear that all day and night, but I only heard the ice machine once the entire stay. We had a lovely view of the ocean (at the shoreline) and looking up the shoreline. It was beautiful, but you could not see sunsets from this room. The bathroom does need updating; it's not to the level of a 4 star hotel. The toilet are industrial like you would see at a stadium or airport and the shower needs an overhaul, but the water pressure was good. I agree with the other reviews, need more towels! 2 is not enough. Luckily, the maid just gave us more. Upon check in we did not receive any flower lei's and they said we did not have breakfast included, but I pulled out my reservation and showed them and they adjusted it and gave us our tickets for breakfast. It was handled professionally. We had the breakfast buffet at Rays on the bay. It was perfect. No omelet bar, but plenty of options that there delicious. We did not eat lunch or dinner here, opted for a couple restaurants in Keauhou Shopping center near the hotel. You have to drive there. We choose this hotel because of it's proximity to snorkel tours. We took the dolphin and snorkeling tour and we walked out of main hotel entrance, down the street and to the meeting location. It was very convenient. Overall, nice, clean stay, but slightly overpriced.
Happily surprised that management actually cared about input regarding toddlers in 18-plus hot tub and about second-hand smoke from guests/employees. Front desk displayed first-class attitude. Gorgeous holiday decorations. Great room service.
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 3:00 PM , Check-out: 12:00 PM