"I have stayed at Sheraton Tokoriki three times over the years and have always loved it, which made this most recent stay particularly disappointing.
In the past, the service has been a standout feature of the resort. Staff would usually know you by name within a day or two and service felt attentive and warm. Unfortunately, this visit felt completely different.
Service throughout the resort was consistently slow and inattentive. For example, we waited around 1.5 hours for a simple coffee to arrive, and long waits for service in the restaurants were common. Food and drinks were not offered poolside, which is unusual for a resort of this standard. On several occasions we found ourselves standing and waiting while staff finished their own conversations before acknowledging us, and when service did come it often felt as though we were inconveniencing them.
There were also issues with the food and beverage offering. Some menu items did not match their descriptions and overall the pricing felt very high relative to the quality delivered.
More broadly, there seemed to be an underlying staff morale issue. The atmosphere suggested that staff were unhappy, which unfortunately translated into noticeably poor customer service.
We did raise these concerns with management during our stay, however no real solutions were offered.
This is a beautiful resort in an incredible location, which is why it’s so disappointing to write this review. Based on our previous stays, Sheraton Tokoriki "
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