This business is not BBB accredited.

Sheraton Kona Resort & Spa at Keauhou Bay

Phone: (808) 930-4900 View Additional Phone Numbers 78-128 Ehukai St, Kailua Kona, HI 96740

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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Sheraton Kona Resort & Spa at Keauhou Bay include:

  • Failure to respond to 1 complaint(s) filed against business

Factors that raised the rating for Sheraton Kona Resort & Spa at Keauhou Bay include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size

Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Sheraton Kona Resort & Spa at Keauhou Bay
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: July 31, 2008 Business started: 10/17/2003 Business started locally: 10/17/2003
Type of Entity


Business Management
Steve Linburg, General Manager Rebell Newton, Hotel Manager
Contact Information
Principal: Steve Linburg, General Manager
Business Category

Hotels Banquet Facilities Convention Services & Facilities

Alternate Business Names
Sheraton Keauhou Bay Resort & Spa (fka) Starwood Hotels & Resorts Hawaii

Additional Locations


    78-128 Ehukai St

    Kailua Kona, HI 96740 (212) 541-5500 (866) 716-8109 (808) 930-4900


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/27/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Booked for 8 days at this 4 star resort on big island.Partial ocean view room; walked in -so many ants in the room; call front desk. Changed to ocean view room. All the furniture was dusty & old; wavy carpets; cockroaches in the lobby, on stairs & in elevators.Water dripping on every single floor; puddles on each floor; no safety signs.******* breakfast restaurant buffet tons of birds & flies on all the open fruit & yogurt bar. Asked management to cover it; no response. Slowest & unprofessional service during breakfast. We had stomach cramps after 3 days here.For dinner at Rays on the Bays restaurant; chef didn't put 3 out of 6 ingredients on burger, really ? Wild cat wondering during dinner at the restaurant; we are allergic to cat.We didn't pay for this experience at 4 star resort.

Desired Settlement: Refund atleast 50% of the payment & charges

Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

0 Customer Reviews on Sheraton Kona Resort & Spa at Keauhou Bay
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Negative Experience (0 reviews)