TripAdvisor Traveler Rating

First off, HOW CAN YOU HAVE A BAD TIME IN HAWAII! Hawaii is beautiful and great, anytime! However, this Sheraton property is really lacking. Breakfast option is weak at best; as a long time patron of Ma...rriott breakfast was included (well kind of) but wasn't worth eating so we ended up going off property to eat breakfast. The Lavas restaurant, we tried it for burger one time...average to below average; had the nachos another time...covered with oily cheese and were horrible. Tried to order a charcuterie board and wine for my wife on her birthday, only to have the hotel not deliver and didn't really care. Had several other encounters where staff just didn't care so I tried to reach the general manager. What a waste of time. I sent the GM an email and after two weeks of no reply I sent a follow up to her, only to receive the worse reply possible. The views are beautiful but options at this hotel are weak at best. What a shame because the setting is magnificent; however, there are other hotels nearby with views that are just as good!

As a Bonvoy "Elite" member, I have never been so disappointed in a resort as this one. Believing the resorts included in the "Marriott" family and bearing the "Sheraton" brand would live up to the same st...andards and quality as we have grown to expect at numerous other Marriott properties, this property has left us seriously not considering any other "Sheraton" branded property for any future travels. From Customer Service, to staff friendliness (save for few great persons), Food quality, service availability, etc. all were substandard. Yet the pricing is some of the highest we have experienced compared to other similar resorts. In short, we were expecting better and left this property and moved to the Marriott Kauai Beach Club where we experienced a completely different and great 3 day visit at comparable cost.

This review is most helpful for Marriott loyalists. (I'll save the rest of you from reading this long post) ;o) We splurged and got a suite for our family of 4. The room was great. My issues are with the ...staff. They are nice but I'm not sure if they are incompetent or lazy. The sent out a questionnaire prior to our stay asking about who was traveling, including names and the ages of the children. They asked about bedding preferences as well. I took the time to fill it out, however, when we arrived, at check-in they proceeded to ask us the same questions again. HOWEVER, none of the requests we made (like a second comforter so each kid would have their own), or specific last names, they kept calling my husband by my last name, which no dude like. Anyway, NONE of things happened. Instead, we had to call down and request thew items a third time. It wouldn't have been a big deal, but they made it a big deal by asking us ahead of time and AGAIN at check-in. Don' task for this if you have zero plans to accommodate. Next, we were supposed to have complimentary breakfast for our loyalty but never received that and paid $70-$100 each morning for basic breakfast. We figured we were at the wrong restaurant and tried to figure it out by the time we did, we were still denied because "we weren't on the list." There was zero effort to help us resolve this. At the end of the stay, the check-out person blamed the check-in person and there was zero accountability. They offered the points since we didn't get breakfast, but I never received those either, in fact, I'm now having to go back and request my entire stay as it was not credited. I called the hotel because they never sent my folio, I was told by the most robotic human who was clearly reading a script that I needed to call the Marriott customer care number not the hotel. So, i did that, and the agent was shocked that they refused to provide folio. Like a sweet baby angel, she was able to get it for me and put a ticket in to try to resolve these things. I sent all of this to the hotel to try to resolve this without writing this type of review, but.... crickets...

Do not stay here, especially during spring break. You’ll pay an outrageous amount for a very mediocre experience. They charge five-star prices for what is, at best, a three-star hotel. Yes the location is ...great, but that is about it. Our room had a strong mildew smell, was visibly dirty, and didn’t appear to have been well cleaned before our arrival. We also found cockroaches, and when we reported it, the staff didn’t even document it—just mentioned they’d need to spray again, suggesting an ongoing issue. The towels were old and ragged, and the entire property is in desperate need of an update and deep cleaning. The pool area was packed and so small, online pictures are very deceiving with no available seating, and it became clear why—locals and non-guests were openly joking about sneaking in, and there was zero monitoring of who actually belonged there. If you stay on the side of the resort near the pool, be prepared for two nights of loud luau set up all afternoon and performances that go on for hours into the late evening, making it feel like the event is happening inside your room. To top it all off, when I contacted the hotel about these issues, they offered me a measly $200 in points—on a $3,700 stay for five nights. There are so many better options out there—do yourself a favor and book elsewhere.

Family party of 8 (2 kids, 7 and 4) stayed for a week and had the best time ever. We barely got the 4 year old back on the plane home. The staff is very friendly and helpful. The hotel is clean and enco...urages family visits. The pool is so kid friendly it really makes things easy for everyone, and the beach is right there. The on site restaurants are great. It’s an island, so you’re not far from anything, but this is a centrally located hotel for some very good restaurants, shopping, and local sites. We didn’t end up on a whale watching trip because we could see whales from the beach and there are lots of opportunities to enjoy that view. The activities provided by the hotel are definitely worth checking out. We did crafts, learned to fish, played bingo! We’re already planning a return visit next year. This is a more low key island than Maui but it’s certainly worth checking out, especially the turtles on Poipu Beach and the blow hole at Spouting Horn Park.