"Lower your expectations and open your wallet!"
We booked this hotel as part of a package and expected so much more from a Sheraton property. Check in was very slow as there was only 1 person working the front desk. There was another person standing nearby at the Japanese Guest Services but she wasn't helping anyone as a dozen of us waited to check-in (not a good start). When we did make it to the desk, the person was curt but friendly. We were told that parking would be $15 per day which was an unexpected "extra" but we've seen that before at other hotels... so just be aware that if you have a car you will pay $15 per day to park in their lot. The elevator to our floor was out of order so we wandered around the hotel trying to figure out where another elevator was. We asked 2 different people but they were of no help at all. Eventually we did make it to our floor and to our room. We were greeted by a less than pleasant smell when we opened the door but we were so tired by this point that we just opened the slider to the balcony (with absolutely no view) to let some air in. The room had the basics like a decent bed, desk, TV, and an outdated bathroom. Nothing special but it seemed like it would work for a week. The ice machine nearby was out of order the entire week, we did find the stairs but the railing was broken and there were plenty of cockroaches along the way, at least they did get the elevator fixed for our last day. The shower turned into a bath every time as the water refused to drain at more than a very slow pace. If anyone in the building turned on a faucet or flushed a toilet the water temperature would drop and then scald you before returning to normal. At least that was motivation to be quick! We did try to go to breakfast at the restaurant on the first day but at $17 per person for a continental breakfast and $30 for a buffet breakfast, we decided to head out and see if we could find something nearby that was more reasonable. We did find that there is a great shopping center just a few miles up the road with a Longs Drugs, L&L Barbeque (great for breakfast and lunch), a Subway, a Mexican restaurant, an Italian restaurant and an Ale House... all of which are great options. We did walk the property one evening and the grounds looked nice with a big pool and a slide but we didn't take advantage of them. Eventually our week was up and it was time to check out. We expected the additional charge for parking but didn't know that they also add a $30 per day "Resort Fee" which we were not informed of. We did get this waived but it would have been an additional $210 plus tax. We were really disappointed in this hotel as it was mediocre at best and the only extras they offered were fees. We won't be staying here again.
"Fantastic stay - our favourite so far this trip."
We will definitely come back some day. We stayed in an ocean view room overlooking where the manta rays feed at night. This was an amazing site. I could watch these magnificent animals all night. If you are in another room you don't miss out as you do get a better view from the balcony out front Rays on the Bay. (which was being renovated at the time). Some people MIGHT prefer a view over the pool. Which is on the other side. Check your view on check in or when booking. Great points: Special call out to Gary at the activities and tours desk. DO chat to him or the other lady that was there. He was a wealth of information of what to see and do in the area, offering some free suggestions as well as paid for tours and activities. We wish we had waited to talk to him before booking some tours as his suggestions were much better than what we had pre booked at home. EG, we travelled 45 minutes to swim with the rays when they were just literally out front the hotel (if we did some research before we would have known this) Rooms are modern and clean. Very friendly staff. Pool is very nice. To avoid parking fees there is readily available street parking only a minute or 3 from the paid carpark. Cons: This was our own fault for not researching but we thought this resort was close to "town" it is defiantly a 10-15 minute drive away. We had a car so it wasn't any trouble. Parking is $15 per night. But you can park on the street just an extra minute or two walk no problem. We always found a street spot. The food and drinks are a little pricy and not the best quality. Breakfast buffet is sufficient. But you could probably do cheaper and better out of the resort. Resort fees (All resorts have these - this is a usual rort to gouge extra money from guests, In my opinion you would think that amenities and entertainment would be included in paying a higher price for a resort hotel)
"Lovely hotel - fabulous location!"
A little tired in places, maybe, but still a fabulous hotel. We thoroughly enjoyed our stay here. Friendly, helpful staff throughout (especially the pool towel girl). Magnificent sea views that can tale your breath away. Outstanding Luau. A great place to stay
"Average hotel at a reasonable price"
Your experience at this hotel can be different depending on where within the hotel your room is located. At first we were put in a room that was far out on a wing (ocean view). To get to the room we had to walk down long, drab, smelly hallways. When we arrived and discovered ants in our room we were moved to a room that was located closer to the lobby area. Our balcony overlooked the area where manta ray tours are held. The hotel management did everything right in handling the ant situation. And our new room felt much nicer than the first. Cons: This is a big, sprawling hotel with a crowded pool area. The food in the restaurants was sufficient but not particularly good. The valet was always very busy and self parking was not conveniently located. Pros: Great views off of our balcony. Good water slide. Good customer service at restaurants, hotel management, and concierge. Well located (walking distance) to many of the ocean tours that go to Kealakekua Bay and Place of Refuge (Seaquest was fantastic). Price, which included breakfast for two adults, was very reasonable.
"Great customer service"
A Hawaii vacation is more about sight seeing and exploring than the hotel you choose, but none the less it's still a vital part of the trip. At first everything that could go wrong went wrong- parking was a decent walk from the hotel due to a faulty elevator, the rays on the bay exhibit was closed, the room phone didn't work, the ice machine was out and the alternate ice machine one floor up was also out. However after mentioning these faults we were given complimentary valet parking, a new room (with a great view of the ocean), and this new room was in a wing with a working ice machine and working telephones. The beds were comfortable, and the room was VERY clean (I happened to have a blacklight which I used to make this discovery out of curiosity LOL). The shower was a bit awkward to use in the new room- but then again I always seem to have trouble with showers I'm not used to. The breakfast buffet was good, nothing special. One thing that spoke to me about this resort was the architecture and how the wings of the resort connected in this outdoor loop surrounding the pool area. Pool is open 24/7 which was a great plus if you're from a different time zone like me and decide to go for a swim at like 2a.m while still adjusting to local time. Around the resort by the ocean are loads of beautiful flowers, trees, and plants native to Hawaii along with signs explaining Hawaiian history. Overall a good experience with a rocky start that was quickly fixed. Hopefully they fix that original rooms phones, as well as the ice machine and elevator for future guests asap. Also not sure what was going on with that rays on the bay thing.
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