Sheraton Kauai Resort

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 2662 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-3.5

    5 most recent TripAdvisor reviews:

    Great location & beach.

    Reviewed by foxglen17(Phoenix, Arizona) on Jul 15, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Stayed at this location for 6 nights in late June 2019. I am a Marriott/Starwood titanium elite member and thought the service was very good. Used pts/free night for first 2 nights with a garden view & paid for the final 4 nights with a ocean view. No frills property but for the value our rooms were good. Best part about this property is the access to the beach for activities. In my short stay in terms of beach activities, this beach specifically would rival as one of the best on the island. Thought the hotel staff was friendly and accommodating. Short uber ride to restaurants and easy access to roads for day trips. Not on the scale of the Grand Hyatt or some of the other resorts around it but for the price this is a solid option and would definitely consider returning.

    Individual ratings:

    Location

    Location-5

    Service

    Service-4

    Value

    Value-4

    Property is nice, but customer service lacking!!!

    Reviewed by Companion723925() on Jul 14, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    I'm a Titanium member, with Marriott/Sheraton. We were supposed to get upgraded room, since we received e-mail stating this the day before arrival. Sheraton deducted points from my Marriott account and we never got an upgraded room! Still trying to get points back, THREE WEEKS LATER! John Swanson, the manager never even came out of his office to acknowledge the mix up or apologize! Slow service for breakfast, after waiting 45 minutes for our food, they didn't even serve the correct food. Sent back and had to reorder...... Another day they tried to charge extra for the breakfast that was already included. We finished our stay at the Grand Hyatt, and it was amazing the difference in customer service. For a resort the Sheraton, needs to improve in customer service!

    Disappointed

    Reviewed by SCCeeeen(San Diego, California) on Jul 08, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    I’m a Marriott member and stay 25-50 nights at Marriott properties every year. This Sheraton really disappoints me. First, I requested earlier check in at 2 pm when the regular check in is 3 pm. Room was not ready until 3:40pm, and no apologies from the front desk whatsoever. They did acknowledge receipt of my early check in request and told me they were expediting the cleaning around 2pm. I guess that simply doesn’t mean anything. That ruined an whole hour of my time during my limited vacation time. Second, when I finally got into my room it is a double beds as opposed to a king bed that I requested. Called the front desk and was told that no king bed room was available at the moment. Again, not willing to help or find alternative solutions whatsoever.

    Great Stay

    Reviewed by SDhomebase(Carlsbad, California) on Jul 05, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    My family of 4, including 2 teenagers, stayed here for a week. We had a great room on the 4th floor with an amazing ocean view. It was quiet, clean, updated, and we all slept very well. We loved our room. The pool was great. We were steps away from an incredible swimmable beach. There are a lot of beachfront hotels in Kauai, but few located on a swimmable beach. The sandy beach and gentle waves at the Sheraton is perfect for swimming and family fun. We are happy we chose to stay in Poipu. I would have given the Sheraton a 5 rating if not for a couple of snafus. The wifi service was questionable. All 4 of us dropped off wifi intermittently and experienced a slow connection on more than one occasion. I called the front desk for help, and they directed me to Marriott's technical support. It took a half hour to get my phone connected and it still dropped off. The tech wanted to keep working with me, but I didn't have the time to invest on my vacation to deal with technical support. I've never experienced any wifi problems with any hotel before, including lower tier ones, and for the resort fees I paid, it was disappointing to have any problems with wifi. The other issue we had was with billing. We checked our credit card statement on our third day and noticed the hotel had placed unexpected (and expensive) charges to our card. We called the front desk and the clerk was not sure what the charges were for. After consulting the manager, she told us that we were charged for having 2 extra adults in our room. My wife and I have 2 kids, ages 14 and 17, and we were being charged the extra adult fee for both of my kids. After realizing their error, the hotel removed the charges. Again, there were obviously only 2 adults upon checkin, so it was disappointing to have to sort out errant charges as it takes away from the experience. Overall we had a great stay at this hotel. I would recommend it and I wouldn't hesitate to return.

    Great view but it comes with a question mark...

    Reviewed by johnflea(San Diego, California) on Jul 05, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Okay! I had a chance to stay in an ocean front room. Right when you enter and you can see the ocean right in front of you, that was really cool. But while I was staying in Kauai, it rained a lot! So I don't know if the previous customer left the window open or not but the carpet had a moldy smell and it was WET! Not wet to a point it was a puddle but I could not walk bare feet as you can feel the slimy wetness from the carpet. Yes a bit gross. I had a AC running and nothing ever would dry including my clothes! I used the hairdryer to dry it. No clothes dryer in the room. I stayed in the villa for 5 nights and stayed in the ocean front room after as I stayed a bit longer than originally planned. Great thing about Sheraton is they have a beach right in front of their resort. You can enjoy the warm Kauai ocean! The pool area was very crowded and no place to sit and the pool itself is not big. However, you can go across the street to their other pool area and there is no one there. I guess you have a choice. When I was checking in I asked for a late checkout and she told me that I could not as the hotel was booked solid and they needed to clean right away for others arriving. Next morning I went for a walk and forgot my room key and stopped by. Somehow I asked if I can have a late checkout and she said no problem since I am a Bonvoy Gold member. A little inconsistent with their service. But they were all very friendly. Because of the moist wetness in the room, I'm not sure if I would stay at the ocean front room again.

    Individual ratings:

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-4

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