General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating2906 reviews
Short & Enjoyable Stay
We enjoyed a short stay at the Sheraton just before Christmas. When we pulled up, I was a bit hesitant, as the buildings looked pretty dated. We also were not offered leis upon arrival, which I know some hotels are doing away with post-COVID, but left me slightly disappointed. However, the rooms were updated and at check-in, one of our rooms was upgraded to an excellent ocean front view. Valet parking was complimentary for Marriott Platinum guests, which we fully utilized and the property was gorgeous and had fire pits that our family sat around every night while enjoying the stars and live music. We had 2 meals at the resort - breakfast one morning at Lava's and dinner one night at RumFire. Both were good but quite expensive, even for a hotel meal in Hawaii. Our dinner at RumFire was by far the most expensive meal of our trip (even compared to our nicer Christmas dinner at another popular restaurant) so be prepared for a high price tag. But we did enjoy the food and service. I was most impressed with the staff at this hotel -- kind, attentive, and willing to go the extra mile to help when we had questions or needed something. The Sheraton's team in place is excellent in every way, especially during the busy holiday season!
A very nice resort
Spent 8 days here before going to Maui. Small walking area but I did go around the resort and down the street so that helped. Rumfire restaurant a huge disappointment so wouldn't go back. Ate a Lava's several times...very good. Room was very nice and clean. Housekeeping staff was very helpful. Hot tub was always full with children jumping in. Had to get up at 6:30 to be able to use it. As usual for most hotels, lounge chairs were saved for people. On a few occasions, I put items aside and took the seats for ourselves. If you are not there, then you don't get to save it. A really big pet peeve of mine. There were artisans in the courtyard and a little coffee shop with sundries and some food. Very nice. Would go back again.
Excellent Christmas vacation !!
Excellent spot on Kaui! Easy walk to restaurants, shopping, etc.. Excellent pools and beach! Updated hotel rooms fully remodeled! No issues, great staff super friendly and great atmosphere! 5 out of 5 !! View rooms are great but we are in garden and 2 min walk to see views!!
KAUAI is a great couple's island where you can do as much or as little as you want.
Perfect location and wonderful Resort. Our Room in Building 1 was ocean front. A bonus having a patio room (vs a balcony) that walked out to the lawn was perfect. We watched the amazing sunset from our room every night. Great Staff & Restaurants onsite.
Disappointing return stay
Kauai was the last leg of my 5 week work/vacation travel itinerary; I was very eager to come back to this resort after visiting three years ago, have attempted to book twice during the pandemic only to cancel because Hawaii had a 14-day quarantine. Coming back to this resort in Nov 2022 I discover the property was completely changed resulting in utter disappointment. The hotel had gone thru a remodel and I wanted to see what became of it. The rooms were beautiful, but the services fell short... way short. For one, it doesn't seem like they really value Marriott Titanium members; the breakfast was "free" but we were only given 1 menu choice consisting of one scoop of yogurt, one scoop of granola, and 3 slices of pineapple + coffee. Sure, we can add $5 to "upgrade" to other menu items, but what would you think if the room rates were approaching $1000 a night for a standard room? $5 is nothing when we paid so much to come, so to me its more like a slap in the face. To add insult to injury, this took over 30 minutes to prepare. I had complained to the waitress twice and this was finally delivered to me, with the explanation that "the printer broke, so kitchen didn't get my order." Maybe this was an isolated incident, but over the course of 5 nights, the breakfast took 30 minutes to prepare TWO other times. And about other services. I had a night where housekeeping did not refill the soap, when I called, it took almost an hour to get (had to remind them). There was another night when I requested a blanket, and it also took almost an hour (with reminder calls). About the pool. The property doesn't seem to have a policy to preserve the pool/beach experience. Every morning guests will scamper to the pool, throw a towel onto the chairs, then leave the pool to do their thing. You'd see majority of chairs covered by towels, yet barely anyone at the pool. Being above the pool, it was amusing yet annoying to see. Check out. I was in the room 15 minutes past checkout time, bags packed and about to leave the room. Phone rings so i picked up the phone. I informed front desk im on my way out and i get an earful on checking out on time... was that necessary? Lesson learned, i wont pick up the phone. Aside from that, 99% of the staff, when you see them were friendly, knowledgeable and enthusiastic. But management seems to be way lacking. On my next trip to Kauai, I'm probably going to stay at a Hyatt (also a Hyatt Globalist) so we'll see how that goes.