Me and my mom are frequent travellers, we've been around the world a couple of times. We usually stay in 4-5 star hotels depending on which country we are visiting since the standards are different. We tought that Sheraton would be a safe bet when visiting Kauai since we stayed with the hotel chain before in other destination.
Our dissapointment came already when we arrived at the hotel. Our room was almost 1 1/2 hour late. Check in time is 15 pm. We got our room at 16:30 pm. As a compensation we got 2 free drink tickets to go to the bar to have a Mai Tai (only this drink could be ordered). The staff weren't even looking at us in the eye / face but always on their computers everytime we wanted to speak to them at the front desk. They were grumpy and very unfriendly almost. The only staff that acted like Sheraton staff was the cleaning staff and the valet parking staff, they were GREAT! Also we stayed in the Garden Wing, that we later foung through research, that is haunted. We couldn't sleep at night because things were moving in the room and we heard sounds from under the beds. We heard this from several of the hotel guests. Also the hotel had contruction people working in of the garden buildings which distracted us from the calm. We moved after 2 days to Kaapa to a 3 star hotel named Mokihana (Just by the resturant Bull Shed) and it's was 5 times better than Sheraton.
Nackdelar: Change the staff or send them to a class in hotel service managment.
Plats: The beach was great for kids and swimming. You could also see whales from the beach.