General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating2950 reviews
Beautiful stay - huge apartment style rooms
We stayed here for five nights. We loved our stay, service was great, and the rooms were spacious and super clean. The property is beautiful and the beach and the pool are lovely. They charge you for beach chairs and activities and I would recommend going to one of the snorkel shops in town to get a better price for all of them. Nice location on the south shore if you choose to stay here. Would love to be back.
Weird hotel that is overpriced
I had a hard time deciding whether to book this hotel because of the mixed reviews. I think that if you are expecting a full service “resort” this is not it. I also didn’t think it was worth the price point. On the positive all the staff were super nice. However the resort is very understaffed. If you need something from the front desk, get ready to wait because there is only one person working. It took me 30 minutes to check in. The front desk also closes over night. A lot of the staff appear to be very new and can’t answer basic questions or give you the wrong information like”do I need a reservation for the restaurant”. The hotel layout is strange. The main hotel has no front desk or staff to ask questions. You have to go to the time share side which is across a street. you can’t get to the restaurant to eat breakfast without going out in the rain. I used the business center every morning. It is connected to the main lobby and they play music all the time so it loud. The weirdest was they had a social event in the business center one day I was there so it was impossible to work. I asked the front desk for a different place to work and all they could offer was sorry. There is only one restaurant open Monday through Wednesday.
Nightmare at Sheraton Kauai
Imagine our experience was your experience... You are misinformed at registration upon arrival, then spend hours waiting only to get a room not even close in quality to the deluxe oceanfront suite you paid for. (In fact, what you get is a made-over standard hotel room overlooking the pool vs. ocean, and one of your bath towels has shreds hanging from it.) You spend the evening hours trying to find an available suite at another Marriott property for the period of your stay, to no avail. Meanwhile, knowing your looking for an alternative, management elects to cancel your room after the first night, saying your travel agency requested cancellation. So, you spend more hours investigating and trying to resolve the matter, only to discover the Sheraton Kauai and not the travel agency initiated the cancellation and lied about it. After being busted, they say they'll relocate you to a better room, for which you wait hours again. You then pack and move to the new room only to find it does not have the queen beds you and your friend said you need, so you have to move back to the same room and unpack again. For all of your frustration which consumes nearly 28 hours, on top of $4,147 for your stay, you receive a $50 credit you must spend at the hotel that's failed you and lied to you, followed eventually by an email from its management that offers no apology, but instead tells you the trouble they caused you has been resolved for future patrons. Unless you are comfortable spending thousands of dollars being abused on vacation, avoid this hotel (which errantly calls itself a resort). Book instead at the Sheraton Coconut Beach Resort in Kauai. We stopped there before leaving the island and the suites (real, fabulous oceanfront suites) and amenities are outstanding, as was the customer service we received while touring there.
Nice Resort and Location
This hotel was pretty good. The views are great from the ocean view room we had. The pool has everything you need, not a lot of bells and whistles, but the pool staff at the activity desk was excellent and knew me by name after a couple days. Poolside food and drinks were pretty good and came from the adjacent Lava's restaurant. We were given daily free boogie board rentals with our Titanium Elite status, which was really nice. The Elite status breakfast offerings left a lot to be desired and were not that good; portions were small and offerings were basic. Location is great and right on the beach. We walked down the beach to see the sea turtles every night. We loved our stay here for the most part, but I'd stay up north near Princeville if I could do it again. The Luau at the resort was really well done and being at the same resort we are staying at was very convenient. The kids and I did a few of the activities included in the "resort fees" like water color painting and a few crafts. We liked the activities and crafts and enjoyed them. The pool gets pretty sandy by the end of the day, but it's cleaned thoroughly early every morning. The staff were all very friendly and the service was excellent.
Stunning location and amazing service
Eloped here in 2019. Returned for our 3rd year anniversary and they rolled out the red carpet. Service and food were amazing. Location cannot be beat. Was a wonderful wonderful trip. Returning again this November..will stay here again..even over the Marriott Vacation Club/resorts!