Sheraton Kauai Resort

2440 Hoonani Rd | Koloa, HI 96756  [SEE MAP]Koloa, HI  [SEE ADDRESS]

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Guest Reviews

TripAdvisor Traveler Rating 5

Casual Relaxation, wonderful meals, and ways to mute distractions

Feb 20th, 2020

The Sheraton Resort in Poipu on Kauai can be many things but it isn't perfect. It can be wonderfully relaxing though despite more kids than a McD's playplace. The staff here are sincerely interested in helping you be happy which is relaxing all by itself. Like Kauai, Sheraton Poipu and the staff are unique, relaxed, confident, and gracious. Good food at all restaurants, room service, plenty of activities, gridge, coffee, internet TV and in Hawaii? Yeah, that works. Oh and the beach is just outside your door (reservations may vary)... PS Poipu is a perfect location to enjoy Kauai. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Very nice room

Feb 19th, 2020

We enjoyed the room and view of the ocean. It looked new and was spacious. The beds were comfortable. The gym was well equipped. Staff was helpful. Happy there was a laundry to clean our clothes. Well located near lots of amenities. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Really great stay

Feb 17th, 2020

We are Bonvoy Platinum Elite and stayed 5 nights on points in a deluxe ocean front room. I looked hard at the various Bonvoy properties before selecting this one. Some were not on the beach. Others only had garden view rooms available for points. I visited the Marriott earlier this year and did not like the cove/bay/harbor it’s on. The beach is more protected if that’s a concern, but it’s not as open to the sea for dramatic views of the ocean and wildlife. Room: quite spacious with decent size lanai. Sliding door was large and opened almost the full width of the lanai for fresh air. Furnishings updated with 2 USB ports and 2 outlets on nightstands on both sides of the bed. Plenty of storage to unpack and store suitcases out of the way. The vanity in the bathroom did not have a very large counter but did have a large shelf underneath to keep bath products and cosmetics. Makeup mirror but not lighted. I usually like a top floor so I don’t hear people above me. We were on the 3rd of 4 floors and only heard people once in 5 nights. Did not hear people in rooms on either side of us and they were occupied. Safe, refrigerator and bathrobes Location: nice small beach near the larger Poi Pu beach. Appropriate beach for swimming, snorkeling or boogie boards depending on conditions. Short 15 minute walk to a nearby somewhat upscale shopping center for shopping or dining. You can walk along a beach road (limited sidewalk, unlit) or a less scenic route on a lit sidewalk. Dining options at shopping center ranged from casual to fine dining. Walk 7 minutes to larger Poi Pu beach where there are often turtles and monk seals. Great location for touring the island 1/2 hour from airport, one hour to Waimea Canyon, just over an hour to north shore. Dining: Had a very good meal at Rum Fire and also enjoyed their Happy Hour. We received complimentary continental breakfast due to Bonvoy Status (breads, fruit, yogurt and juice). You could choose from the menu. We upgraded to the full menu a few times for $10. We also got our continental breakfast to go once when we had an early tour scheduled. We also received coffee to go when we were finished eating. We self parked since it’s just easier Never swam in the pool - I always choose the ocean We had very little interaction with the staff other than restaurants, towel service for the beach, and housekeeping a bit. Everyone was friendly and helpful. Families and couples. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Beautiful location, disappointing vacation experience

Feb 14th, 2020

The Sheraton Kauai Resort is located in the beautiful Poipu area of Kauai and is a lovely property. This negative review is directed at customer service and Sheraton's commitment to "the best possible hospitality" for their guests. We stayed there from January 18-25, 2020 - Saturday through Saturday. As in most resorts these days, the Sheraton Kauai charges a resort fee, which in this case was $30 per day. I am a vocal opponent of resort fees because they are quite simply a rip-off. As far as the overall stay goes, the only amenity covered by resort fees that we took advantage of was the wi-fi, which ranged from awful to barely acceptable, and even if it had been lightning fast on the occasions we tried to use it, it would never be worth $30 per day. Our flight from mainland USA arrived in Lihue at 10:30 PM, so after getting our rental car, driving to Poipu and checking in, we did not get to our room and into bed until nearly mid-night, but we were still charged the $30 resort fee for that day. At the time of check-in we were told that we could have access to a delayed check-out if necessary at the end of our stay and that Sheraton also provided a "hospitality room", but that we would have to make that request the day before check-out. This service was appealing since checkout was at 11:00 AM and our flight home from Lihue was not until 10:40 PM. On the day before checkout we requested late check-out and was told it was not available because the hotel was fully booked. When we inquired about the hospitality room we were told (for the first time) that (a) it could not be reserved, was (b) available on a first come first served basis, and (c) if we managed to get it it was available to us for only 30 minutes: things we were not forewarned of at check-in. Our package at Sheraton included a voucher for $100 in resort activities, but the receptionist at check-in kept our voucher and we never got the credit. When my wife and I went for breakfast at the Lava Cafe, each of our menus contained a separate voucher offering for a free continental breakfast, upgradeable to a “more robust breakfast” for $10.00. When we asked our waiter for that option we were refused and told “that voucher should not be there and is only for our Elite members.” As you can imagine this was very embarrassing. On Tuesday after a long, tiring day enjoying Waimea Canyon, we returned to find that neither of our electronic room keys worked. I went to reception where the keys were tested and returned to us with the explanation that the keys were fine so it must be the batteries in the door lock. We returned to the room, waited for security who came and let us in our room, then engineering came and changed the batteries in the lock. Two days later on Thursday we returned to our room after a day spent on the beach and in a rented Sheraton cabana only to find that the room keys did not work yet again. A receptionist at the front desk asked me some questions to verify my identity (since I was in a wet bathing suit and my ID was locked in my room behind my nonfunctioning door lock), then gave me two new keys. So back to the room we go only to find that these keys did not work either so security was dispatched once again, as well as engineering, and the batteries were replaced for the second time in 48 hours. This was taking place while we were up against our reservation time at Rumfire, Sheraton's upscale restaurant. As it so happens, the friends with whom we were traveling were also going through the very same thing in their room at that very moment. Less than 24 hours later, on Friday, the same thing happened again. This time, however, the person at reception refused to give me a new room key without presenting picture I.D. As I pointed out to her, I was in my swimming trunks (still wet) and my I.D. was locked inside my room. . . . . again! I told her that a different employee the day before had given me a new key by simply bringing my account up on the computer and asking me personal questions to verify my identity. However, she refused to issue me a new key and sent me back to my room to, once again, await the arrival of security, followed by engineering, who again did something with the lock. At that time it was determined that my room key now worked, but my wife’s did not. Since we had dinner reservations off the property, the security person told us to go ahead to dinner and he would come back and slip a new room key for my wife under our door, but we never did get her replacement key. (Vis-a-vis the photo ID requirement, it is worth mentioning that none of the three occasions where the door failed did security ask us for photo ID before providing access to our room). When we got up the next morning, we discovered that the cover plate on our electronic door lock was missing so that the electronics themselves were exposed to anyone passing by. At breakfast that morning, we and our travel friends were comparing our statements/invoices we had received by e-mail overnight. Theirs showed a positive balance of several hundred dollars while ours showed a balance of zero ($676.51 in charges and minus $676.51 in total credits). The accounting included a $100 credit plus a $103.50 “adjustment” for three days of resort fees which the on-site manager had offered the day before, after the third lock-out. . . . . . the third time in 4 days with the last two being within 24 hours of one another. My wife and I and our friends all thought that since they had a positive balance and we had a negative balance, that the hotel had gone way beyond what I expected and simply comped our stay. I did not expect that, but I expected more than what was offered so I was seeing Sheraton in a better light until I went to turn in my room key and was told that we had a balance due of $541.65. Her explanation in no way made any sense to me, particularly when she said that everyone gets a “zero-balance” e-mail statement on their last night “in case there are any new charges the next day”. Obviously this is not true since our friends received an e-mail showing a positive balance. The receptionist connected us with the manager fro that day and while it took her two hours to figure out why we had gotten a zero balance invoice, she did graciously comp our breakfast that day to make up for all the confusion about the two bills. I covered these things in an automated survey request I received from the Sheraton corporation the day after we returned home. Sheraton responded the next day and provided the e-mail address of the Sheraton Kauai resort manager. I wrote to him on January 26th and enumerated all of what I have written above. I told him that "Dennis" gave us a three day resort-fee adjustment which was supposed to be related to our inconvenience. Yet we were still charged a resort fee for January 18th, the day we checked in at 11:30 PM and went straight to bed. We received nothing in return for the resort fee for that day. I explained that as far as the inconvenience factor, every time we went back to our room after the second lockout, and more so after the third, every time we approached our room it was with some degree of anxiety related to whether or not the key would work. I explained that our wi-fi experience ranged from dismal to barely acceptable and that we did not use fitness facilities, so was hard to see what we got for our $30 per day. And even if it is a standard fee, to charge it to a guest who checks in at midnight was just not fair. I argued that the $203.50 in credit given by Dennis was insufficient for our inconvenience. And while I’ulani forgave the breakfast charge on the last day, that was related to the confusion over the bill that morning and she was just trying to make things better for us.I suggested that a better solution was to forgive the entire resort charge for the week since the only thing we availed ourselves of that might be included in that fee was the spotty wi-fi. As for the $100 credit from Dennis, all that did was offset the $100 in activity credit we were supposed to have gotten in the first place, but never did. On the positive side, we encountered exceptional personnel, except for the receptionist who simply, and rudely, refused to give a new key to a guest in a wet bathing suit who could not produce photo ID which was locked in his room. Almost all of the other personnel we encountered were very helpful and customer service oriented; Nick, I’ulani, David from security, Nicole in Lava’s, Jean Franco in Rumfire, and especially Gordon and the rest of the bell crew when we loaded our luggage in the rental car to leave and found that the closing mechanism was broken. it is worthy of note at this point, in closing, to point out that the Sheraton kauai Resort manager has not responded at all to my e-mail! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

The noise is killing me!

Feb 14th, 2020

Our ocean front room had a jack hammer noise coming out from behind the wall and toilet noise every time the neighbors used their bathroom. I worked with the hotel staff and after two days of back and forth we changed the room. I am now in the new room, it's 5:30am, I am up second morning in a row because of what sounds like a bunch of silverware falling on the floor. It's the Lava restaurant staff setting up for breakfast. I mentioned it to the front desk yesterday, but no change. I can not get normal sleep four nights in a row. Throughout all this, after speaking to numerous hotel staff nobody offered to comp anything for the inconvenience. The location here is magical and one really has to try to ruin the experience but Sheraton did it with no one taking the ownership of the nuisance noise issues. TRIPADVISOR.COM USER 

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