TripAdvisor Traveler Rating

We stayed in a Premium Oceanfront Room in the Ocean Wing on the 1st floor. King bed with a sofa bed. Pros: Spacious updated room with comfortable bed and sofa bed. Amazing ocean views. Beautiful hotel grounds. Easy access to self parking. Good snorkeling in the ocean right in front of pool area. Loved the courtyards- yard games set up and fire pits blazing in the evenings. Happy hour drinks at Lava's 5-6pm. Easy access to surf lessons on the beach. Cons: Pool area crowded- hard to find available chairs. Beach chairs not provided- have to rent.

We are titanium elite members and the manager savannah at the front desk was not willing to help us at all. She was very rude in demeanour. Dirty old rooms. Would never recommend this resort. We were expecting better being Marriott bonvoy members

Our room was very nice and clean. The service staff was very friendly and helpful. They cleaned everyday which I appreciated. One thing that was an issue was they concierge kept calling us both on the room phone and my personal phone to try to sell us. We did not book a tour package we paid full price and did not want to be hassled on our vacation. I had to tell them multiple times to stop calling us. One thing that was also a bummer, was there wasn't enough loungers on the ocean side of the hotel. Many days we couldn't get 2 together and had to sit on the sand.

Will not return to this hotel due to front desk staff and management. We waited 20+ minutes to check in after a long day of traveling; the frustrating part of this was that there were other staff members at the front desk working on other tasks instead of helping with the growing line of those needing to check in. Sissy checked us in after our wait and was not apologetic, then was snarky about some of the perks we got with our status as a Bonvoy Platinum member. We left the checkout process frustrated and feeling as if we had been shamed for using points for our stay. For the actual property, the rooms are dated, and the amenities for being a “resort” are lackluster. We were left multiple messages by concierge staff asking us to come visit to learn about fun offers to visit the hotel again; we wish they had put this effort of getting us BACK to the hotel on the actual stay we were enjoying. We don’t want to learn about time shares or “one-time” opportunities when we are on vacation, and it seemed odd for multiple attempts to be made on this venture when no effort was made for check-in or hospitality. The night before our departure we asked for late check out and were denied by a front desk worker via Manager Gavin, who wouldn’t come speak to us about it. The whole experience felt like we were at a car dealership as the front desk staff member, Carlyle, nervously went to ask the manager about late checkout, only to break the news that the request had been denied. She offered a chance to use their flex room to freshen up in, but emphasized that it may be occupied by other guests, so that didn’t seem like an option. We stayed at another Marriott property on a different island earlier in the week and had an exceptional experience; it’s clear from reading other reviews that the there is a customer service issue here that other hotels from the brand don’t experience. The Sheraton has responded to several reviews saying they will work on the lack of customer service, but clearly that is not the case. They have done nothing to fix the issues in the reviews. Spend your money/points at a different location — I wish I had. **I would like to highlight that the valet staff / housekeeping staff were excellent**

Was in Kauai for a friends wedding. Beautiful resort. Beach and pool area were great.Service was good. The only bad experience was registration. I registered through the website and was not given the chance to add roommates names. So my friends were not able get into our room until late. We checked out of the resort and were told that there are hospitality rooms to use to shower and change before going to the airport. Cassie told us 1/2 hour, but over an hour later we were still waiting. When we tried to find out the hold up we were asked to move aside. Savannah understood our time restraint and took over getting a room available. Thank you Savannah for your help