TripAdvisor Traveler Rating

Beautiful, clean resort, amazing staff, and unforgettable family memories. We can’t wait to come back! A huge mahalo to Bernadette and Taneil — they were so warm, welcoming, and went above and beyond for our family. Our boys absolutely loved the snowcones by the pool. (The girls who made them were so sweet.) Also, highly recommend the luau! The food and performances were amazing. The resort’s location was great for walking or biking to local shops via the coastal path. Book it – you will not be disappointed!

I went there after the storm. There was power issues, had to wait for the room to be ready. And all of this was totally fine and understandable. The staff were doing their gest to take care of the guests. Overall great experience.

A very disappointing stay in this hotel. The staff didn't even say hello, except to each other. The staff at the checkin desk was rude. The room was right across from the laundry area (which had no door), the ice machine, and the water dispenser; there was a lot of noise starting at 6 a.m. and unbearable heat in the hallway. Inside the room: poor housekeeping (and service was frequently skipped), dirty glasses, no coffee supplies restocked, and an extremely noisy air conditioner, and carafes too large to fit under the water dispenser! The hotel tried to charge me for parking without prior notice, even though I wasn't using it. It is a Marriott hotel; I am usually satisfied with this brand. Only one staff member was pleasant at checkout. We do not recommend!

Great location and beautiful property that lacks any management or oversee clearly. It is first time in my life span I went to a 4+ hotel in the US that I didn't feel any sense of security/attention etc in place. During our stay over the weekend a large group of teenager pretty much overcome the pool. They kept jumping/playing with their baseball that was quite heavy about to hit my kid's head several times. Horse back riding all day I didn't even notice them wearing hotel bands. No one showed up No one cared. We paid extra for the ocean front room and we were initially given a ground floor pool view room that was quite noisy and after my complaint and phone calls they switched us to a partial fourth floor room facing noisy pool and ocean but still Okay as it was beautiful and fun anyways. Upon entrance no one showed up at the entrance door offering to help with luggage. Often times no one at reservation stations to book our tours so we did all ourselves. Pretty much a beauty that's not cared. I'd try calling main Sheraton management and share this feedback directly with them as the pool was security concern. This could be a 4 start hotel but is more of 3 starts because of this.

I spent five nights of a 15 day Big Island / Kaua’i vacation. Between this resort and the Marriott Waikoloa on the big Island, we’ve decided to abandon the Marriott Bon Voy rewards program (Titanium member) as there are good properties that offer better guest experiences. Sheraton Kaua’i Coconut Beach Resort was a very disappointing property. This will be a long review, but consider it when booking your Kaua’i vacation. We arrived at the hotel around 2pm from another resort we stayed at three nights earlier on the north Shore. We pulled up to the valet desk / bellman - right in front of their desk at the main entrance. Not a single valet approached us, nor opened the car door, nor offered to valet park the car. In fact the two valets looked right at me and my partner and literally turned their back to us. We went to the reception/registration desk and were told our room wasn’t ready. We knew that this would likely happen. The woman at registration took down our phone number and told us it would be about an hour before our room would be ready. She told us we’d receive a text when our room was ready. We went into town to do some shopping and received a text from Sheraton stating our room was ready. We went back to the hotel and pulled up to the valet. Once again, the same two valets looked right at us and turned their back on us. We left our car right in front of the resort entrance and went to the front desk. We showed the woman the text we received that was sent by Sheraton. On a distinctly unfriendly tone, she dismissed it saying that she had no idea who sent that text. She argued with us at the front desk in front of other guests and ultimately told us to deal with another front desk person before abruptly walking away. We were finally given a room and issued a room key. We walk back past the valet desk, where the valets were standing around. I opened the hatch to our car and took out some bags. We were still ignored. It’s a good time to note that my partner has mobility and balance issues and walks with a limp and cane. I have an arm that is mangled from a childhood accident, both are indications that we might benefit from a bellman’s service. We were completely ignored. We booked a premium oceanfront room, so it was a bit of a walk to the room. I sent my partner to the room on his own and proceeded to haul our luggage out of the car, past the valets and bellmen four times. On my third trip to get luggage, a courtesy van pulled up with an airline crew and two valets immediately went out to the van and ushered them to registration. Another small a couple pulled up and one valet ran out to them gave hugs and kisses and engaged in a boisterous conversation. This is all with the first 45 minutes of this trip. We took a breath and went back to the front desk and asked for the General Manager. We were told by more than one employee that the General Manager had the day off, because it was the 4th of July. We asked to speak to the assistant manager. We were told that the Assistant Manager did not work at the property. Instead, a man came out of office next to the valets, told us he was the manager, and asked how he could help us. I asked what he managed and he said he was the Room Manager. We told him what happened and he apologized stating that this is not typical and he would speak to the valet team. He offered to comp the $30/day valet parking. We didn’t refuse. He then walked over to the valets and the concierge lady ran over to join the group as they spoke and pointed at us. It was uncomfortable, unprofessional, and intimidating that we would now have to run the gauntlet each day past these people. The next day I went to the front desk to ask to speak with the General Manager again. This time I was told he had the day off (again). I’ll note again that this was the 4th of July holiday, the hotel was packed, and there wasn’t a manager on site. I was told he’d be in the next day. I asked for his business card. The Front Desk said they had none. The Concierge said she had none. The room manager had none. I went to the front desk the next day and asked to speak with the manager again. Finally, he was in and met with us. We told him of our experience and he apologized. We exp on aim that we know Marriott and Sheraton standards and this hotel didn’t meet the most basic service expectations. As we made clear to him, as Titanium Rewards members we have stated in Marriott Properties 1408 nights. That is 3 years and 8 months of our lives at Marriott properties. He told he he’d speak to the staff. That was it. We didn’t ask for anything. He offered nothing. In comparison, we had a housekeeper skip our room for three days in a Puerto Vallarta Marriott Resort; the manager met with us, invited us into his office, gave us a bottle of the hotels private reserve tequila and put 15,000 points on our account. At Sheraton, nothing. On the second to last day of our stay the room manager called to offer us a complimentary bottle of wine. We accepted and went to the front desk to pick it up. It was a nice gesture, even if a little late. When we were checking out there was a $65 charge for the wine. We contested it and were told it was taken off. After we got home, we found the charge was back on our bill. We were determined to enjoy ourselves and made the best of our stay. Rather than give you a day by day accounting of what happened, I offer this: PRO - ground floor premium oceanfront room was excellent. We could walk out of our room right onto the beach, where monk seals basked in the sun daily. - it’s a pretty property with a lovely pool and pool deck. Plenty of lounge chairs. - the location was well separated from the town and other properties with the excellent Lava Lava Beach club a 10 minute walk (for those that can walk) - There are plenty of local restaurants in the area. - regular parking was $20/day, so $30/day for valet was reasonable. - housekeeping here was fantastic. The housekeeper introduced herself and asked if we had any needs or preferences. We told her and she took very good care of us all week. - there were lawn games for families / children CONS - the service wasn’t only inconsistent or non-existent, it lacked any of the Aloha Spirit we hope for and expect from a property in Hawaii. - some staff seemed to have contempt for guests to the point that I looked up to see if 4th of July was a dark holiday for Hawaiians or if there were industry issues. - pool service was via QR code on tables between lounges. In some ways it sped things along, but it deprived the property of constantly having staff walk thru and observe the pool area. Our first afternoon poolside and it was strewn with litter. Litter in the plants and bushes. Snow cones were a daily afternoon treat at poolside. They were served in paper cones. The deck around the pool had these used crumpled up cups everywhere and the servers just walked over them as they delivered drinks and meals. One morning we saw a wooden spoon (from a snow cones) on the ground next to the hot tub. We decided to see how long before it was picked up. It never was and about three hours later as we were leaving there were 3 more floating in the hot tub. - The hot tub was often overrun with kids, sometime in full snorkel gear. - arcade games were broken. - guests are issued wristbands that double as room keys. Every single day there were teenagers, who were clearly not guests, on the property, in the pool, and taking up lounge chairs. This is a security issue. I understand and appreciate that all beaches are public in Hawaii, but this was clearly on hotel property. - on our next to last day, there was graffiti scrawled on the wall of the pool that said F.U. That stayed there for 24 hours. - Bar service was good, but cocktails prices were very high compared to other places off property. We found drinks at Lava Lava were anywhere from $3 - $6 cheaper. - As Titanium members, we got a free breakfast - continental breakfast + omelet station. We were warned repeatedly that if we took a piece of bacon or a sausage it would be an extra $16. The big picture here is that this is a resort with little hospitality or concern for the guest experience. We talked to other guests / reward members and they felt the same way: it was a pretty resort, but the service was lackluster and, as rewards members, we could see there was no attention to details. If I can see trash strewn about why can’t staff. If I can see graffiti on the pool, why can’t staff. Why am I washing away a scoop of ice cream on the pool deck that has sat there for over an hour attracting flies? This place has great potential and visual appeal, but it isn’t really a resort with resort level service. We made the best of it, but as other reviewers have stated this has more of a Marriott Courtyard feel - a very nice Courtyard, although I’ve received better hospitality at actual Courtyards. We ended up eating off property other than breakfast and began bringing our own drinks poolside. We were so looking forward to this resort and they set the tone within 60 minutes. I’ll note that we did try to cancel this reservation after the hostile welcome and move to another property. We were not allowed to do it. We were on the south shore a couple of days and stopped by the Sheraton Kaua’i on Poipu beach. It is spread out over a large property and is not recommended for guests with mobility issue. This is an overview of our experience. It might seem trifling, but after 1408 nights at Marriott properties, this is the resort experience that had us write to Marriott corporate offices.