Sheraton Kona Resort at Keauhou Bay

Big Island, Hawaii

The hotel

Spanning 22-acres of oceanfront, adjacent to Keauhou Bay, this truly special resort offers a perfect location for an authentic Hawaiian experience. Most of the resort overlooks the ocean and feature beautiful colours and prints created by renowned Hawaii designer, Sig Zane. Another highlight is the fantasy pool, set on several different levels and dramatically nestled along the ocean’s lava cliffs — it really is unequalled in all of Hawaii, something we don’t say lightly! There’s also the Manta Ray Super Slide — not for the faint-hearted! For something a little more sedate, head to the Hoola Spa — ‘hoola’ means to heal and you’ll certainly come away feeling that way. Using a mix of cultural traditions, treat yourself to a massage, facial or body treatment — the spa is also home to the Himalayan Salt Room, the first in Hawaii. For oceanfront island-inspired dining, Rays on the Bay is the place to be. Alternatively, there’s Ainakai, where ‘land and sea meet’ to bring you sumptuous buffet delights. Come sundown the pace is just as lively with live music to tap your toes to.

Amenities

  • Bar
  • Spa
  • Swimming Pool
  • Room Service
  • Safety Deposit Box
  • Evening Entertainment
  • Fitness Centre/Gym
  • Laundry Service
  • Internet Access
  • Beachfront location
  • Tennis
  • Restaurant

Where is it

Overlooking Keauhou Bay, on the Big Island, a 5-minute drive from Kona Town.

Hotel information

509 rooms and suites. All of which are air-conditioned with a balcony or patio, satellite TV, telephone, WiFi*, mini-bar, tea/coffee maker, safe, hairdryer, iron and board. Mountain View Room with 1 king-size bed or 2 double beds, sleeps maximum 3 adults or 2 adults and 2 children (2-12 years).

Partial Ocean View Room with 1 king-size bed or 2 double beds, sleeps maximum 3 adults or 2 adults and 2 children (2-12 years).

Ocean View Room with 1 king-size bed or 2 double beds, sleeps maximum 3 adults or 2 adults and 2 children (2-12 years).

Ocean Front Room with 1 king-size bed or 2 double beds, sleeps maximum 3 adults or 2 adults and 2 children (2-12 years).

Ohana Suite with master en-suite bedroom with 1 king-size bed, sofa bed and separate living area, sleeps maximum 3 adults or 2 adults and 2 children (2-12 years).

Rays on the Bay (dinner only), Ainaki, (breakfast only), Holua Bar and Lounge, Keauhou Coffee Company, Multi-level system of swimming pools with waterslide and childrens section. 2 whirlpools. 24-hour fitness centre. Spa*. Water sports including snorkelling, diving and deep-sea fishing*. Tennis courts, basketball court. Regular evening entertainment. Complimentary WiFi. Laundry/dry cleaning service*. Room service*. Self-parking $15, valet parking $22, plus tax per day (payable locally, subject to change).

Resort fee from $35–$50 plus tax, per room per night, payable locally (subject to change)

Resort fee includes: - WiFi in guest rooms and public areas of the resort - 1 Sig Zane designed tote bag per stay ($15 Retail Value) - Unlimited use of resort bicycles - Unlimited rentals of resort golf clubs - Unlimited use of resort binoculars for island site seeing - Cultural activities including Hula lessons, Lei making and Ukulele lessons - Unlimited use of lawn games (bocci ball, lawn darts, ladder ball, etc.) - Guided Cultural and Historical Tours of Keauhou Bay - Welcome greeting with shell Lei - Welcome Elixir upon arrival - Unlimited local and 1-800 calls, 30 minutes of long distance - Use of the Kailua-Kona Trolley - One additional bottle of water per room - Daily pool side mid-day refreshments - Hospitality Room to accommodate early arrivals and late departures with showers and changing room. Resort fee, tax and inclusions are subject to change - please see hotel check-in for current inclusions available to you upon arrival.

*Denotes local charge

Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (990)
  • Very good (1153)
  • Average (688)
  • Poor (360)
  • Terrible (217)
Image of the Tripadvisor rating Horrible Customer Service at the hotel

Sep 2, 2020 808ronaldp Oahu, Hawaii

I had a pretty unbelievable encounter with the Sheraton Kona Resort front desk. I am a Hawaii resident and I needed a place to stay for two nights unexpectedly due to a maintenance issue at our home. This happened in the evening, so I had to scramble to find somewhere for my family and I. I called the Sheraton Kona Resort to ask them if they had… Read more
I had a pretty unbelievable encounter with the Sheraton Kona Resort front desk. I am a Hawaii resident and I needed a place to stay for two nights unexpectedly due to a maintenance issue at our home. This happened in the evening, so I had to scramble to find somewhere for my family and I. I called the Sheraton Kona Resort to ask them if they had rooms available short notice for that night and if they could tell me what the better rate was... the Kama’aina or military rate. She said that the Hawaii resident rate (kama’aina) was $99 and the military rate was $218. I asked to book the Hawaii resident rate and she scoffed at me and asked if I was actually a resident. I said I was and have lived in Hawaii for 6 of the last 10 years. She said I had to have a Hawaii drivers license, which I don’t have because I am military and still have my ID from my last duty station. I explained to her that I have a property tax bill, utility bills, my passport with my Hawaii address, and a dozen other methods to prove I was a Hawaii resident. She proceeded to argue with me for 10 minutes about I wasn’t able to get the Hawaii rate because I was not a real resident. After being treated so rudely, I asked her to just put the reservation in my wife’s name who has a Hawaii issued identification and she said, “it doesn’t work that way”. I was very respectful the entire time and did everything I could to not lose my anger. I think the person working the front desk that night had some personal bias against the military. To be considered “not a real resident” because I serve in the military is ridiculous. I plan to retire here and Hawaii is my home. Every year, I am either gold or platinum status for the Marriott and it is shocking an employee would speak this way to a guest. I have never encountered this anywhere else. I figured this had to be some type of anomaly and wrote a complaint to Marriott about my experience with the details. Two months later, I still have not heard a response back from the hotel. I will certainly never return to the Sheraton Kona Resort. Prior to this, this was the hotel I always recommended my friend and family stay at when they visit me. Read less
Image of the Tripadvisor rating Very nice, some maintainance issues were present, but nothing horrible. Good location.

Aug 22, 2020 1968TR250 Wiesbaden, Germany

We found the room very nice, well kept, clean and just fine. The room did have a noise at 7.15 AM that sounded like bowling balls being rolled across the floor, every morning. There are 2 pools, one id for the kids/families, the other for quieter guests. That was appreciated, was a bit difficult for swimming laps though. The location was good. I… Read more
We found the room very nice, well kept, clean and just fine. The room did have a noise at 7.15 AM that sounded like bowling balls being rolled across the floor, every morning. There are 2 pools, one id for the kids/families, the other for quieter guests. That was appreciated, was a bit difficult for swimming laps though. The location was good. I thought charging for parking was....well, uncalled for since the restaurant on site was closed and you needed a car to get to a restaurant. Read less
Image of the Tripadvisor rating Struggling between 1 star and 2 star

Aug 3, 2020 ononlam Honolulu, Hawaii

Summary: Impossible to have a trouble-free stay. In-different elite treatment. Aged property. Mediocre service. Pros: - Excellent location. Beautiful scenery - The manta rays!!! - Toilet has a strong flush? Cons: - My 2nd stay here but the hotel still managed not to provide me a trouble-free stay - The entire hotel seriously needs some work… Read more
Summary: Impossible to have a trouble-free stay. In-different elite treatment. Aged property. Mediocre service. Pros: - Excellent location. Beautiful scenery - The manta rays!!! - Toilet has a strong flush? Cons: - My 2nd stay here but the hotel still managed not to provide me a trouble-free stay - The entire hotel seriously needs some work done on it. Too many things are broken or appear broken/aged - What happened to those who earned the rights to be treated differently? - I did not feel I was welcomed as a guest OK, I didn't provide a review after my first stay so all the negative experience I got from that stay is now lump-sumed into this review. This recent stay experience was also negative. A quick recap of what happened during my last stay. I got 5 "suite night award" upgrades from reaching one of the elite milestones at Marriott Bonvoy and I applied one of them to my stay at this hotel last year. Several days before my arrival, I received an email from Marriott confirming my upgrade request was approved and they were going to give me an Ohana suite with a max occupancy of 5. Just to be sure I was going to get a suite, I called the hotel to confirm that I was going to get a suite, and I was told the upgrade was "confirmed". With the upgrade confirmed, I invited an elderly relative to join us during our stay knowing that there was a suite waiting for us. So we flew into Kona and arrived at the hotel lobby to check into this "Ohana Suite". At the front desk, I was told that all the suites were sold out and all they could do was to put me into a room with 2 double beds. OK!!!! The definition of "confirm" to me has ever since changed from that day. The front desk person said she couldn't see the request, let alone the upgrade confirmation. Then I showed her the email I received from Marriott confirming the upgrade, but then this front desk person told me she couldn't see it in the system. I had to call Marriott reservation line to talk to the front desk, which again confirmed they couldn't see the request and insisted to give me a room with 2 double beds. Then there was this back-and-forth argument with the front desk and Marriott for the next 3 hours and the hotel finally gave me a second room. 3 hour plus wasted on arguing on a confirmed suite upgrade! It was a hard-to-believe experience and everyone in my traveling party got very upset. Fast forward to this past weekend. Again, I checked in as an elite member and this time I was given a "free upgrade" to an ocean view bedroom. At the front desk, I requested for a 4pm checkout time (provided to elite members) and I was given a flat response "not at this hotel". I was asked to call the front desk the day I depart to see if I could check out late. This, has never happened to me at any other hotel from the Marriott chain except the "Ritz Calton Residences". OK... what could I do? Then I went into a room with its lanai completely flooded with water and debris was everywhere. Tissue paper, sunflower seed shells, rocks... who knew what happened to that room? One thing I knew was that the room was not ready for guests. I asked the front desk to get someone to clean it up and they did. The next morning, and the following morning, I found my lanai to be flooded again and again. My lanai was not usable! What other problems did I find? A bed that squeaked. A weak shower. A front door that required tremendous force to open. What worked? My toilet had a strong flush. This is a love and hate relationship. The scenery was world-class. Manta rays were swimming outside my room! But the hotel was in such poor shape and hospitality was just not there. Where is all the aloha? What is there to like about this hotel? Read less
Image of the Tripadvisor rating Way past its glory days

Aug 3, 2020 Diane96816 Boston, Massachusetts

An underwhelming hotel with sub-average service, even if the pool/water slide, views, and manta ray habitat (we saw from our balcony!) are fantastic. The hotel itself is comfortable but dated. Must've been pretty nice 10 years ago. Peeling paint, critters (some little ants in the room, feral cats and mongoose on the property), and old fixtures.… Read more
An underwhelming hotel with sub-average service, even if the pool/water slide, views, and manta ray habitat (we saw from our balcony!) are fantastic. The hotel itself is comfortable but dated. Must've been pretty nice 10 years ago. Peeling paint, critters (some little ants in the room, feral cats and mongoose on the property), and old fixtures. No show stoppers, but it feels past its prime. The service is not good. On our first morning, when I went to the front desk to ask for coffee (there was none in the room at check in), the associate suggested I call housekeeping. I asked if he wouldn't mind calling on my behalf to save me a couple minutes, and he clearly didn't want to help me. Then he opened the door behind him, grabbed some coffee, and gave it to me. Not sure why he didn't just do that when I first asked. That being said, the kids are having a great time. It is a very family friendly place, and we have everything we need. Read less
Image of the Tripadvisor rating Awesome Resort!!

Apr 15, 2020 AlabamaTraveler2020

I had read a lot of bad reviews about this Sheraton property while planning my Hawaiian vacation so I was not expecting much on arrival. But boy was I pleasantly surprised with the resort!! Our room was great, the view awesome, the grounds beautiful and the staff was more than willing to help with all of our needs!! While in Hawaii we stayed on… Read more
I had read a lot of bad reviews about this Sheraton property while planning my Hawaiian vacation so I was not expecting much on arrival. But boy was I pleasantly surprised with the resort!! Our room was great, the view awesome, the grounds beautiful and the staff was more than willing to help with all of our needs!! While in Hawaii we stayed on 2 other islands. We stayed at the Grand Hyatt Kauai Resort & Spa on Kauai and at The Aulani Disney Resort on Oahu and the Sheraton on the Big Island ranked right up there with these. The only thing that told me the hotel might have been a littler older was the bathtub, but the one at the Grand Hyatt looked the same. Maybe we got lucky and stayed in a new portion of the property but I would reccomend this place to anyone and I would definitely stay here again if I am ever lucky enough to make it back to the Big Island!! Thank you Sheraton for part of my dream vacation!! Read less