Sheraton Okinawa Sunmarina Resort

Beautiful, but only with one restaurant and shop. The resort is beautiful, but several service failures made my stay far more stressful than expected from a premium international hotel. The room’s sound insulation was extremely poor, and noise from adjoining rooms and hallways repeatedly disrupted my sleep. When I urgently needed motion-sickness medicine, the English-speaking female concierge/front-desk employee (one of the very few staff members who communicated in English, with mask on all the time) simply said, “No, we don’t provide medicine,” without offering any practical help. Another employee had previously called a convenience store for me, so the difference in attitude was obvious. The same employee later handled a duplicate restaurant charge on my bill. She remained dismissive and impatient, even obviously doubtful until I produced both the receipt and credit-card record proving I had already paid. Resolving the hotel’s error took around 40 minutes near midnight before my early flight. I received apologies, but no compensation or meaningful explanation. Also the extremely awful communication to guests who can’t speak in Japanese do cause this kind of issues like double-charging, should’ve been prevented in advance, not just let it happen casually like that and let the guests suffer or discover and prove it themselves after in the midnight right before an early check-out. At an international resort charging premium prices, guests should not have to investigate billing errors themselves or struggle to receive basic assistance.

The property was immaculately maintained, great location. The beach was beautiful lots of activities for families. Indoor and outdoor pools were perfect!

breakfast is excellent

Staff were fantastic. Clean property, plenty of activities to do. A few more activities included in the price would be good

The facilities are great Food, the restaurant is awful for an hotel like this. Totally overpriced meals with no class at all.

Great location and breakfast. Nice swimming and beach facilities. For the price I expected better. Showing its age and layout of hotel for South tower is ridiculous! Walking through restaurants up and down floors. Was a bit crazy.

Location was excellent and staff were professional. Facilities starting to show its age. After cleaning, always hair in the tub.

the blanket was heavy and cozy. Seems like everything in this hotel requires an additional charge. want to use the inside pool? pay. want to use the beds in the HOTEL'S private beach? pay. parking? pay. "airport shuttle available" - is it? a day before our arrival the hotel sent me a message telling me there is no such service.

Very pleasant. Weather could have been better

Outdoor pool pleasant, although zip-wire and drone activity for photos overhead took the edge off a quiet relaxing time. The ocean views from the room were nice. The lobby was impressive with its fishponds and lighting at night A double bed for 2 over 65yrs that was stuck into a corner and whoever drew the short straw had to clamber over the other (or out of the end of the bed) to get out at nighttime for the bathroom - this setup is totally unacceptable. The dinner served at the al-a-carte restaurant (Senses) was appalling - a beef curry served had no meat, just gristle and fat disguised by the curry sauce. It was sent back and we chose no alternate so went without. Breakfast was the poorest of all breakfasts we enjoyed throughout Japan. Expensive and catering for families making every opportunity to profiteer in a captive market. The resort charged for extras at every turn. We were expected to purchase a one-off pass to use their indoor pool, The senior staff (management), talked down to the service staff, often rudely and expected them to convey a decision by management to guests. The junior (front facing staff were nonetheless very polite). We tried to get our room changed from the corner-bed double to something more accessible, but needed a very long and exhausting debate with management before they offered a change from night 3 of a 5night stay. They even wanted us to pay extra for it!

The indoor pool was out of order and we were mot informed before getting there, the weather wasn't warm and we were banking on that. We shortened our stay due to that and still did not get a refund for the entire sum. The staff weren't very helpful in the many questions/requests we had. They did not have or offer any luggage service unlike all the other 30 hotels we stayed in at Japan. And they couldn't help me at all. Everything was chargable, even a cup of coffee...

Staff were polite and helpful. Hotel is beautiful. No air conditioning in the room. So hot I couldn’t sleep all night. Everything was a separate charge and way more expensive than what you get for your money. Food was not good. I wish I had stayed home

Everything! Kid friendly. Lots to do on site. Walkable area outside the hotel. Beautiful views. Lounge access. Is a must have! N/A

Everything was amazing! The food at breakfast, the food at the senses restaurant in the evening, the beach, the beach activities was perfect!! If we had more time we would do every activity at the beach! The pools, the service was perfect. We really recommend the snorkeling tour! Nothing

Exceptional

The property was beautiful and clean. It’s much smaller than some of the other resorts so you don’t feel overwhelmed with lots of people around. Pool and beach area was lovely. No complaints. The lobby bar/lounge hours were a little odd, but that was it.

Clean The room was very very small, and I had to pay extra to use facilities

Good

Exclusive clean beach Nothing

The view from the room was fantastic. Also, the gym was well equipped, and again, the view from there was superb. The spa area was really clean -