Sheraton Fiji Golf & Beach Resort — Hotel in Viti Levu

I really wanted to give this hotel 5 stars but 2 things we came across that caused us to give them 4 stars. But I will start with all the good things first. I want to say thank you to all the valet staff. They were all amazing. Especially Joeail. I hope I spelled his name correctly. But they all treated my little wild child like family with the high fives and etc. I want to say thank you to Ms. Wilson the public area attending in the lobby. We did realize the first day of check in we left our baby's air mattress for the plane in the lobby. Well she ran back into us and let us know she found it and put it in lost and found. The housekeeping was amazing!!!! Salote was our room attendent and she would leave our room looking so nice. She left us cute notes. And oh my god Ms. Kase. She is sooooo sweet. Every evening she would come around to ask how everything was with our room attending and she was so sweet to our baby!!! Again staff was amazing!! Now to the no so good things. first thing is upon checking in we were told it would be a wait because housekeeping would not be in until 8am. We were fine with that. However, we didn't get into our room until basically 3pm. We arrived at 7:30 and had just flown 16hours with a 1 1/2 year old. So could you imagine waiting for a room for almost 8 hours with a baby. I did reached out a week before we got there just informing them that our flight lands at 6am. They informed me that they would try to get us in a room if available but no promises. However, again 8 hours waiting. I feel that their are going to be more flights coming in early and maybe knowing that something should be in place to get guests in rooms sooner. Alot of us I'm sure would have paid the early check in fee. It wasn't just our family, it was soooo many people in the lobby, which it was hot and humid with kids waiting for a room. We were soooo exhausted and I feel our first day was basically gone because once we got in the room we showered and slept the whole day and night. Yes, they do offer complimentary shower rooms and to use the accommodations there but let's be honest, who wants to do that when you just flew 16hrs. The second thing that made me give them 4 stars was we walked to a restaurant but we didn't see anything on the menu that our baby would eat so we decided to walk back. As soon as we started to leave the restaurant it started pouring down raining out of no where. It was a 2min drive from the hotel and a 5min walk. So we called hotel and spoke with someone and she said we don't transport guests who don't stay here. I informed her of our room number and she said okay we will send someone. 15mins later still no one. We called back and the same lady said we don't pick up guess from a different hotel. We explained that the restaurant was next to the hotel not in the hotel and she replied that's part of the hotel and we don't go to other hotels. That was totally fine, however why didn't you say that the 1st time we called. Instead of us waiting 15mins for no one to show. Thank goodness a nice person let us borrow an umbrella. 3rd reason for 4 stars is the hotel says family oriented but why do I have to pay 20fjd a day to have a microwave brought to our room to use. Restaurants are open 24hrs and with a toddler when they are hungry it's no making them wait until something is open plus the time change makes it a little difficult to keep them on schedule...

This is our second time staying at Sheraton Denarau Island, but the first time since having children.

It feels like home, with an amazing community of staff who radiate authentic kindness, happiness and peace.

We stayed for 10 days - my husband and I and 1.5 year old child. The facilities are wide and open (much more than any other resort locally), and the facilities are great.

It's hard to describe every reason why I rate this resort so highly, but I have remembered the names of a few key staff who went above and beyond to make our stay comfortable, while making this a memorable and happy memory for our boy.

HOUSEKEEPING: Diana & Rejieli On multiple occasions, Rejieli checked we were okay, provided extra milk for our baby who was having trouble sleeping, and serviced the room at short notice.

She is one of the hardest & most professional workers I have ever seen, and both my husband and I have extensive years in hospitality services.

Rejieli was also incredibly kind to our child despite him being very messy! Thank you to her and the whole housekeeping team, you made us feel so comfortable.

THE WHOLE RECREATION TEAM: To Mary & all the boys at the recreation/towels cabin:

Thank you for dancing with our child and always making him feel so special when you saw him. He was so excited to see you each day and give you give high fives. You all have very high energy jobs but you do it so well and keep the vibe around the resort very enjoyable. Thank you for your patience and kindness with us

Poolside bar/waitress staff: Sera was an incredibly sweet and hardworking staff member. She took interest in us in conversation but was always professional. She and her team work very hard under hot conditions.

Omelette chefs

Groundskeeper: MAIKA became like a friend to our family and even brought us a fresh coconut to taste as they were chopping down the coconuts off the palms for guest safety.

I cannot iterate enough that these groundskeepers do an INCREDIBLE job in retaining the grounds to safe, lush and curated for guests - Fiji's tropical conditions means they are often battling extreme weather and quick growing, thirsty plant life, but they work tirelessly from Dawn to dusk, always with a smile and calm energy.

Thank you to Maika and the whole team for your hard work and for being so kind to us and our son.

SECURITY: PAUL, Inefermini & Ben (I think),

For some reason our son became slightly obsessed with saying hi to and following the security guards around (haha!) but these guys were so so patient and lovely with our son, always taking a moment to acknowledge him and make him feel seen. They radiate professionalism and calm and always smile. Thank you for keeping us safe and contributing to the resort energy so positively.

Concierge/Baggage: MOSES Moses was so kind and funny to my husband I and our son. We used to do evening strolls to the front of the resort as my son liked seeing the cars arriving. Moses was always so happy to see him and would constantly check if we needed anything or could assist with anything.

Thank you from Elizabeth, Alfredo & Leo (Leo misses you all and says a big hello...

Reasons why our stay at Sheraton Denarau has been terrible: Check in is 3pm, we arrived at 3.30pm and our room wasn't ready until 5.30pm. After a 4am wake up, dealing with the airport and plane, this is not the welcome to Fiji we expected. We ordered room service for my son, said it would be 45 minutes. I called just after an hour, nothing, just a 'I'll check with in room dining'. After 2 hours, no food and a starving 6 year old we had to go out and get him something ourselves. We ordered food for my son one night at the bar before our table booking time. They moved us to our table and after 45 minutes and us asking, my son's chips finally arrived. It was clear they had forgotten them. My husband caught a bonito and gave it to the chef to cook, telling him I'm pregnant and the fish needs to be fully cooked. The first course he served us was sashimi. Due to the unreliability of ordering food in the resort we decided to start eating out in the Marina and town. This landed my son and me with diarrhea. While not the Sheratons fault, if they were up to scratch with their own dining, maybe we could have avoided getting sick. We booked a half day island cruise through the front tour desk, they took our money and then emailed later that night to say the day we wanted was booked out. Lucky we had another free day to change it to. My husband, son and myself all got sick on or a few days after arrival. After realising our throats and headaches were worse in the morning we pinpointed the culprit to the air con in the room. We requested it be cleaned and when they changed the filter (in front of us) it was clear it hadn't been cleaned for a significant period of time. Even after being cleaned we were still waking up unwell and we were advised by a friend who works with ACs that its very likely because there is black mould in the machine. After not using it at all, we finally started to get better. Our room is very rarely re stocked properly, or thoroughly cleaned. There is dust on the surfaces, we are missing towels that dont get replaced, dirty cups are left and not replaced and the bathrooms aren't properly cleaned. The linen gets changed to sheets with dirt marks on it. The icing on the cake was going to get breakfast for my son only to find out buffet breakfast has been included in our package the whole time. Front desk did not inform us and we've been buying breakfast out, not wanting to pay $60pp for the buffet. In short, don't waste your money staying at the Sheraton. They tried to make it up to us with a free meal at the buffet but honestly, the food was so poor again. They gave us a credit against our hotel charges, but it doesnt make up for the fact that this holiday was just terrible. Personally I won't come back to Fiji, but if you do decide to visit, stay...