Absolutely horribly lengthy check in and front desk process. 40 minutes just to get my key recoded since it didnt work. Staff are friendly, just slow. Part if the slowness is a result of them giving first class treatment to each customer they are working with. Just doesn't seem to be any urgency or efficiency and sometimes seems to be understaffed during peak times. Property itself is ok. Beautiful views to be sure and a nice pool area. A/C blows nice and cold and beds and pillows are comfortable. Read less

This property is BEAUTIFUL! The employees are so FRIENDLY AND PROFESSIONAL! The rooms are CLEAN and WELL MAINTAINED! We made a reservation at 5:30 while leaving the Hilton waikoloa because of the disgusting room and the bad service. I spoke with front desk manager Kamu during the 35 minute drive from waikoloa to the Sheraton to confirm I would be able to get a low floor room. He was so nice and professional! We arrived 45ish minutes later and checked into a beautiful third floor suite, with an extra large patio overlooking the ocean. The front desk associate -Ari- was so kind and professional. The layout of the buildings is a little complicated, but thankfully they give you a map and explain the best route to your room. The grounds are beautiful! The pools are large with lots of lounge chairs. The extra large slide looks so fun, although I didn't go on it. We had a great two nights and will definitely be back! Mahalo Sheraton Kona!! Read less

We stayed here as part of our honeymoon and felt the service during our stay was really poor unfortunately. Some examples of this were from having to ring up to get our room turned over after waiting all day for it to be done, to waiting over 15mins for our drinks to arrive (after ordering) whilst eating at the restaurant (rays on the bay). On one evening we were unable to get served at the Rays on the Bay for drinks (no space at the bar and the restaurant was an hour wait) so we went to the pool bar only to be told they’d closed and that Rays on the Bay would serve us but this was not the case. We ended up going to the on-site shop and buying drinks from there, just what you want to do on your honeymoon!!! On a separate occasion we went down to breakfast to find no one on the desk and no one to explain the process but still we were charged $80 for some bacon and eggs. We managed to eventually find a waitress but I wouldn’t expect to have to do this staying at a 4 star plus resort. Then to the smaller things of not really being welcomed on arrival, no recognition of our honeymoon to having to ask for the welcome Lei. It felt more like an apartment stay than a luxury resort with the customer service experience really lacking. Lots and lots of additional charges will be added during your stay; from the daily resort charge of $30 a day for what is effectively 2 bottles of water plus $20 a day for parking. I wouldn’t have minded paying the charges if you could see what you got for it but it was clear to see it was just another way for them to make money. The whole experience was pretty poorly especially compared to the other resorts we stayed at on our trip. The Sheraton really didn’t live up to its expectations. With this in mind I would avoid until the issues have been fixed. Our room was okay but very dated and you can see why they will be doing a refurb shortly. Hawaii and Big Island is amazing but was let down by this hotel. I don’t like to write negative reviews but felt this needed to be pointed out for others. Read less

The staff in here are very helpful, any query, small or large is dealt with in a professional manner. If you’re driving, I would recommend paying the extra few dollars to pay for valet parking, at the time of my visit it was $20 per day to park versus $27 for valet parking. The parking garage is a little walk away down a set of stairs. The hotels pool is great, they provide you with as many towels per day that you need. The rooms are clean and our was of decent size, we were provided with a bottle of water each day as well which was helpful. Rays restaurant is good and provides goods views out to the ocean. They also shine bright lights after the sun has set to bring in manta rays so that you can catch glimpses of these beautiful creatures. The concierge service provided in the hotel are very helpful. We had MayLea help us with our tours she is very knowledgeable and provides good insights into the different activities on offer. Overall we had a great stay and would recommend this hotel. Read less