This is rated one of the best infinity pools in the world. The hotel is great but the pool and watching sunsets from it is the most epic view you can have in Hawaii! The pool personnel are very accommodating as well. Eddie will ensure you have a great experience at the pool. Ask for Eddie!

I feel this is an important review as the world and America opens up after Covid. I have only traveled a small amount since Covid but I have a growing concern that hotels, restaurants, and hospitality in general are sometimes "hiding" behind Covid and using Covid as an excuse to not give their customers the experience we deserve. When I say "we deserve" I am saying that we all work hard, save and take vacations with this hard-earned money and we should have some expectation for a luxurious, hospitable experience given to us by the hospitality industry. [In my line of work I have not reduced the quality of experience I give to my clients and I expect the same from hotels and the hospitality industry in genera]lLet me give 3 clear examples. Number one- breakfast at the Sheraton was a VERY POOR experience- LOTS of WAITING, WAITING, WAITING. Waiting to be seated, waiting to be served, waiting to get your bill. You get the picture. I mean, c'mon- they have JUST 3 choices on the menu for breakfast which should mean the kitchen can crank out the orders. The servers all moved "slow as molasses". And yet at the same time, there seemed to be an attitude from the staff that "Well, things are just this way in Covid times" (and the resort was at 25% capacity – what happens at 100%?). Sorry...but I say- NO no no! If the hotel is open, and we are spending our hard-earned dollar there...then...dang it...provide a high level of service. Please don't "hide behind" Covid. Might I suggest that the Sheraton "rise above" Covid and have an attitude to provide EXCELLENT experience to all of their guests who have chosen the Sheraton for their Hawaii destination. "Rise above"...don't "hide behind". Yet another example- my wife and I wanted to have a drink one night at the hotel bar- the bartender- a really nice guy named Adrian informed us they had “limited mixers” available so they could not make many common cocktails and could not make my wife’s favorite which is a fairly basic drink. Now..again..Cmon Sheraton! Don’t “hide behind Covid”. How the heck does a virus mean you cant have a full compliment of mixers at a bar. This is all so stupid and yet another crystal clear example of a hotel that has accepted some MEDIOCRITY and is “OK” giving a lesser experience to their guests….you know….”because this is just how things are in Covid”. All this being said- the manager of the hotel- Mr. Kim- stepped in and things improved 30-50% at the breakfast almost literally overnight (the manager of the breakfast restaurant itself...she was not that impressive). But again, Mr. Kim stepped up to help improve things. On a different but related topic- the pools were amazing. But again, they had just ONE server for a large infinity pool area with many hotel guests. Why?..I ask! Well...because again the attitude of "This is just how things are in Covid times" is WOVEN, sadly into much of this hotel's hospitality staff. Again, I say no and please...quit hiding behind Covid and RISE ABOVE Covid and provide your guests with a few more servers so we don't have to wait an infinitely long amount of time for one cold drink by the pool. If I chose to provide my clients with a lesser level or service just because "Well its Covid, that's just how things are"...I would be out of business in under 1 year. C'mon Sheraton---be proud to be a Sheraton! Insist that your hotels have higher standards for ALL staff. This is a HOSPITALITY business...act like it. Overall, I still had a great stay at this lovely property...but I had to do my rant and I hope my critiques are taken in the POSITIVE light in which I am honestly trying to write it. My hope is that Sheraton ups their game and makes it better for all future guests at this hotel with this review. I would stay here again...I just hope they remember they are a Sheraton and go back to the "regular" levels of great hospitality that have been the norms for Sheraton for many decades.

Check in was awful. We only booked here because my mother was supposed to get a rate through my stepfathers company. The lady who checked her in disputed this rate and would not give my mother a key with her young child at 10:30pm until my mother could reach him in Asia.

My room was not ready as we arrived a night early, fair enough, however they were still had no intention to honor my one king bed booking and stick me with a room with an extra double bed and a king. The double room we got instead has an ocean view-but beds are so small my partner and I had to sleep in separate beds-not what we envisioned in for a romantic Hawaii vacation where we met years ago. I am allergic to feathers and my feather free room was not even taken into account. I had to call room service who sent one sweet man with only two pillows and took all 8 feather ones away. The walls are so thin we can hear kids running down the hall and men clearing their throats in the room next door. Thank god we don't share a wall with my mother.

Also, it's a pandemic, understandable things are a little crazy. However the hotel and nowhere near served food at 10:30pm on a Friday night. Denny's was the only nearby option. Not even a convenience store or room service.

So far, we may checkout and start over elsewhere. This is not a good start and has solidified my decision to not sign up for Marriott Bonvoy Credit Card and cancel the rewards program as we do not appear to be earning the "double points & elite points" advertised when we booked.