TripAdvisor Traveler Rating

I travel to Kauai on a regular basis for work and this hotel is my go-to place to stay. I’m not sure if it is a good thing or a bad thing for the bartenders to know a guest by name… but these 3 definitely know mine! LOL Jeff, Kyle and Shalyn always make me feel like family… and help to ensure that the Sheraton Coconut Beach feels like my home away from home!! Thank you so much!! And I cannot wait to get back there!! ??

We arrived hours prior to check-in time. Micah was very helpful to accommodate our early check-in request and arranged a “surprise” upgrade. We were pleased with the surprise to have a nice view of the ocean in a bedroom suite. The only downside, which we reported during our stay, was the effort to ensure water does not gush out of the shower area as the shower tile floor does not appear to direct the water to drain properly. We had to ask for extra towels to avoid any possible flooding. Thankfully, we found a temporary solution, to not dampen the rest of our stay. We had a lovely time. Staff were friendly and helpful.

We arrived with friends who are Bonvoy Titanium Elite members and we are not and we had 2 different experiences. When we arrived at 3:30 p.m., our friends were granted an ocean front room (free upgrade due to their Elite status) immediately. Prior to arriving, we paid for an upgrade to an "ocean view" room. We were told our room was not ready, but they would phone us when it was ready. No apologies or offers to comp something due to our room not being ready. We went out and did not receive a call until 6:30 p.m. that our room was ready. When we arrived in our room, there was an awful smell. My friend said it smelled like sewer, I thought mildewy. The carpet underneath the bed was damp. My husband went down and told them about the smell and the man (concierge?) said he would move us the following day to an "ocean front" room at no charge and it would be 192. The next morning, we moved our luggage to our friends' room and let the front desk know we were out. When we returned late that afternoon, the woman at the front desk seemed to not know anything about us getting room 192 even though we could see her looking at the note left at the desk. So, they gave away our room! Then, she very rudly said, "YOU DID NOT PAY FOR AN UPGRADE." I informed her calmly that we paid for ocean view, but Concierge comped us ocean front due to the smell in our room. Then she said, "Well I do not see you paid for ANY upgrade. What is your confirmation number?" I pulled up the app and showed her where it clearly stated "Ocean View, 2 Queens." She then said she would put us in 135. Then, apparently the employee at the next desk was giving that room to the man at her desk. Finally, she was able to give us room 392 which is ocean front. The ocean front rooms are large with a nice balcony, not anything like any of the other rooms which are much smaller. Our room sloped badly toward the ocean. Our friends' room had a safe that would not lock. Our room had a broken drawer in the bathroom, a wash cloth with a nickel sized hole in it and paint chips on the floor from a previous ceiling repair. I let them know about the paint chips they came off the ceiling and they said they would send someone to look at it. When we returned that evening and our bed had been made and towels exchanged, they did not bother to clean up the paint chips on the floor which means they did not sweep or mop the floor. Nobody ever came to see about it either obviously. The coffee shop is good, but get there before 7 or you will have a very long line. The breakfast place was excellent (we ordered off the menu). The Fire Hen was just okay. I mean it's chicken and rice, so not much to say about it. Those were the only places we ate. We only went to the pool once late in the day and there was an employee checking out towels to guests at a table 3 feet from the pool (even though there is no way to check them in once she leaves). She asked my friends if they were going to the pool (standing right in front of it) and then gave them a wrist band. She did not ask me this and did not give me a wrist band. This is inconsistent and odd for a Marriott Bonvoy hotel. I can only surmise that they have problems with non-guests using the pool and taking towels which doesn't bode well for prospective guests. Like another reviewer said, except for the Concierge, the front desk and other staff seems indifferent or annoyed when you speak to them about anything even in a calm tone. Some people claim that the beach here is "not swimmable." There are not many beaches in Hawaii that are swimmable as the water is very cold, the surf is rough at best, there is lava rock underneath and there are tons of rip currents in Hawaii. We tried snorkeling on a "swimmable" beach and got beat up by the surf and slammed against rocks under water. If you want to take your kids and swim in the ocean, best to stick with the Gulf Coast (Mexico, FL) or somewhere in the Caribbean. The water is warmer and calmer. Hawaii is mostly for surfers.

Great option, when working and seeking a Hotel that not only serves the vacationers but also flight crews. Had a beautiful opportunity to learn how to make a Lei, with “Koluna”. She was great gave us some history and the instructions and guided us to create our own lei.

Great hotel but the aircon noise is enough to drive you insane coupled with the dreadful nightly singers, mostly very poor! Breakfast basic, poolside restaurant food excellent and pool and seaside loungers very pleasant. Overall an ok experience if it east for the terrible aircon Boring engines would have given it four stars.