Rated 5 out of 5 by richard077 This hotel has excellent customer service
We often visit the Sheraton Maui, the front desk has outstanding customer service in particular Ivey and Angelica. The buffet hostesses and servers Mac and Domingo make our morning breakfast something my wife and I look foward too. We will never stay at any hotel other than the Sheraton while visiting Maui.
September 19, 2013
Rated 5 out of 5 by Lars1111 Best location on Maui
Best location and best beach in Maui. The Sheraton is fantastic property with very nice food choices and a great lounge on the 8th floor. The Ohana suite is a great choice for a family and ours was recently remodeled (although numerous problems with some outlets not working and one of the tv's if the right light switch wasn't on). Staff was very friendly and helpful.
July 21, 2014
Rated 5 out of 5 by Goldsmith8 Beach Services
Besides a great hotel with great rooms and great views I found the beach services to be outstanding. Dana Brandon went above and beyond to meet my every need. She was incredible in every situation and provided me and my wife with extraordinary service
January 14, 2014
Rated 5 out of 5 by Jocelyn The experience was more than we expected
Staff greeted us with smiles from the moment we pulled the car up to the guest check in. Staff were all very helpful and always happy. The resort grounds are absolutely amazing and the room was very comfortable. We highly recommend staying at this resort and look forward to coming here again!
November 7, 2011
Rated 5 out of 5 by MED0131 Beautiful location
Our family enjoyed our very first Maui visit because our stay at Sheraton was perfect! Service was great, the choice of restaurants were plentiful, tons of activities for the family and the location was perfect with breath taking scenery. We definitely will come back!
April 26, 2013
Rated 5 out of 5 by Mo75 Sheraton Maui is excellent
The hotel staff are truly what make this place exceptional. The setting is truly lovely but the people are warm, helpful, and terrific. The pool is a lovely setting and the beach is just a few steps away. Perfect place to relax and enjoy!
December 16, 2013
Rated 4 out of 5 by Oxana8 Beautiful grounds and amazing location
We loved staying at the Maui Sheraton for its beautiful location and mid-century modern design. We enjoyed the expansive grounds, design of the pool and laid-back, pretty lobby. Staff responsiveness was inconsistent. Some staff were very welcoming and warm (including housekeeping staff) while others were cooler and minimally responsive, particularly, the staff member at the front desk who we dealt with when we first arrived at 1 am (our time) exhausted and in need of orienting. His stoney demeanour and unapologetic stance (they made a mistake with our booking) was less than impressive. The inconsistency did not deter us from wanting to return, however, The rooms were spotless and although the beds were not as comfortable as hoped, the amenities were excellent.
July 16, 2014
Rated 2 out of 5 by RM555 Indifference Abounds
Long wait to check in
Ran out of pool towels
Not enough pool chairs
Room not stocked with adequate towels/washcloths
Expensive mediocre drinks at pool bars
Unreturned calls to food and beverage mgr
Room thermostat malfunctioned
April 12, 2013
Rated 4 out of 5 by auckland a beautiful resort
The Sheraton Maui is my favorite Maui resort. I have stayed at most of them in Kanapali and Wailea. Yes, the rooms need to be refreshed, but the grounds and the people are wonderful, and more than make up for it. The restaurants need some serious help, but the Whaler's Village and Lahaina are very close with fantastic restaurants. The beach towel people are rude, but I do not think they are Sheraton employees. Sheraton should do this themselves.
July 19, 2014
Rated 3 out of 5 by ActiveTraveler Shouldn't you be able to see the ocean from ocean view room?
We booked and ocean view room and we were placed on the ground floor of building three. It would have been fine if the poolside bar and the activities building were not between us and the ocean. It was a partial ocean view in anybody's book except this hotel.
After an hour wait to speak to a manager they did move us to a real ocean view room.
July 21, 2014
Rated 5 out of 5 by Larryncherry13 Best spot for families or couples!
This hotel is in the best spot on the beach. It has naturally, by location, what the other hotels can never have. In addition the amenities, guest service, and beautiful design of the hotel will exceed your expectations.
February 27, 2013
Rated 4 out of 5 by Dar69 Grant
The rooms are very nice, the location is good. A bit disappointing for the pool bar area. Staff was not very friendly. Stairways to parking garage and at the end of the hallway are not very clean or taken care of.
June 10, 2013
Rated 2 out of 5 by dcmatt Have stayed here many times, they have slipped a great deal
I felt more like a victim than a guest. There are strict rules and no solutions.
I have stayed at the Maui Sheraton several times over the years. This time, it failed on many fronts.
At check in I was told that because I had a special rate, I would not be receiving starwood points for the 4 nights I would be staying there. I then went to have drink at the bar (10pm) and was informed that the bar takes last call at 9:45. The only bar open on the property. And a property that is far away from anything else.
I stood in line for coffee and breakfast sandwich for 20 minutes and when I got up to order, I was told they would not have breakfast sandwiches for another 20 mins. When I asked to pay ahead and then come back to pick up instead of standing in line I was told I could not. Next morning, I ordered breakfast from room service. That was $50 for oatmeal, fruit and 2 eggs. $50!!!!!!!
The gym was great as is with all Sheratons, but other than that, I was not impressed with way ANY of the staff treated me. There was never an offer to find a solution. It was all about their rules!
February 27, 2013
Rated 3 out of 5 by puluke not what I expected
I booked an oceanfront room, I got what I would call "ocean view". Also, not good options for lunch, and limited for dinner.
Poolside service was great, though, and the location is wonderful.
February 19, 2013
Rated 3 out of 5 by TK0555 This Hotel has hidden Fees!
We booked the hotel based on total package pricing. We were never informed of the "MANDATORY RESORT FEE" of $35-$40 per day- our total unexpected fee upon checkout was almost $400. This Fee as explained to us when I challenge it, was to cover "parking for rental car, internet, poolside amenities, pool towels, and other misc stuff, that most hotels provide at no charge. When we challenged the rate....we were told it is mandatory whether you use any of the services or not. We felt we were hooked into the great rate, and deceived by the Resort Fee being tacked on at the end without notification at any time. Beware of great rates...ask if there are other fees. I would have rather paid the money up front and receive no surprises on checkout....left a poor taste....so poor that I will book elsewhere in the future. There were lots of hotels to pick from in the area with similar amenities. I asked to speak to a manager about it, but one was not available, and they said they'd have he/she call.....but they never did.
Hotel was also noisy at night- people partying in the breezeway 4 doors down, several nights of our stay, that you could hear loudly till early hours of morning. Apparently, no security walks the halls to ensure things remain in control and other guests are not disturbed who do not choose to party all night. Maybe you should consider a wing of the hotel for " non- partying" guests.
Also found it outrageous to charge $12 per day for a beach lounge per person... I could have just bought two at Walmart for $40 and left it there at the end of the week. This would have cost us another $240 if we had rented the beach chair every day we went to the beach.
Staff and accomodations were satisfactory for the price we paid.....they should be at this price. Replace the carpeting in the halls before they become trip hazards.
May 27, 2014
Rated 5 out of 5 by freetr Another perfect stay at the Maui Sheraton
We were return visitors and had another great stay.
We love the rooms in Building 6 - they feel very private and have amazing views. This resort has the best spot on the beach and with this year's windy weather - being up against Black Rock was protected and perfect. The staff was all friendly and the facilities beautifully maintained.
While we used the wonderful beach more than the pool - the pool area seemed a bit more crowded than usual this year. Chairs were hard to come by. My only perennial complaint is that they do not heat their pool and in March it can be quite cold.
We love everything about this resort and would not hesitate to recommend it to anyone. This year's visit lived up to all of our very high expectations.
March 19, 2013
Rated 4 out of 5 by SteveG Be prepared to dine elsewhere in the evvening
We love this hotel, it's setting and the people who work there. The pools are very nice and the common areas are wonderful. However, in the evening the dining options are really limited. The only restaurant open regularly is the Black Rock, and I must say our food was really bad...my wife's wasn't edible, and nothing was even close to hot. Amazingly, the waiter brought things very quickly, so it was hard to understand how the potatoes and meat could be lukewarm. So paying the high prices of that restaurant are not worth it. Plan on going out in the evening.
March 22, 2013
Rated 1 out of 5 by PaulAPavlou23 Horrible condition
The hotel urgently needs a renovation. It is the oldest hotel in Maui and it shows!
January 15, 2013
Rated 2 out of 5 by VacationOwner2013 Platinum Experience
I felt the hotel really did care to much that I was a platinum member.
January 12, 2013
Rated 2 out of 5 by Radek Do not worth the trip
The staf were not helpful !!!! . The location of the hotel is great.
April 24, 2013
Rated 5 out of 5 by Phil48 Room exceeded our expectations
We were upgraded at check-in and the room was great.
March 13, 2013
Rated 4 out of 5 by SE24 Outstanding Employee Dana Brandon
I have stayed at the Sheraton Maui a couple of times each year for the last few years and I want to give a heads up and a huge Thank You to Dana Brandon who works at the gazebo where I rent my chairs and pick up towels or buy sunglasses and lotions. She is a ray of sunshine and always so helpful! I look forward to seeing Dana on every visit. I can just see her smiling face!
Most Sincerely, Sue Ellen Volpe
July 18, 2014
Rated 3 out of 5 by DrCantu Sheraton Maui
The hotel is nice, and its location by Ka'anapali Beach and the Black Rock is outstanding. The food from its restaurants is horrible. Stay there, eat somewhere else.
July 21, 2014
Rated 3 out of 5 by RunningReverend Best Location
This is a very nice hotel. The staff is good, not great. The complex is very large, so you will most likely do some walking to get to the pool or parking or both. But it's Hawaii and the weather is always agreeable for a stroll.
Here are some issues to be aware of:
1. The food on the property is super expensive. Thankfully we walked down the sidewalk the first night and found a bunch of restaurants with much more agreeable prices. It would have been nice to stay on the property more, but we couldn't justify it.
2. The chair situation at the pool is annoying. If you don't get there fairly early in the morning - it is tough to find a good spot or any spot near the pool. People lay their bags or towels on the chairs and then leave. It's frustrating to be looking for a place to camp out and see many of the chairs be taken, but unused. The hotel says they have a policy of removing gear that isn't being used, but it's not enforced.
3. Our room faced the outdoor area where large parties are held. One night (our first night there when we were tired from travel) they had a concert with an awful cover band playing loudly until 10:00 p.m. Two mornings later they had a group making announcements and giving instructions at 7:00 a.m. It's not like I need 12 hours of sleep every night, but those times are pushing it at a resort like this when hundreds of rooms are affected by the loud noise.
With that being said, I couldn't imagine a more wonderful location for a vacation. This hotel has the best spot on the best beach.
May 1, 2013
Rated 4 out of 5 by Chriser05 Great grounds and location
I really enjoyed my stay at the Sheraton Maui. It felt relaxing. The grounds were clean, updated and very Hawaii. My only recommendation was to make the rooms more Hawaii. They were nice, but it didn't seem any different than any other Sheraton hotel in any other city.
July 18, 2014
Rated 5 out of 5 by SMF13 Great location, great hotel
Love our stay at the Sheraton Maui. We had a full ocean view and had a wonderful time watching the snorkelers and turtles swimming around right below our lanai. The location is fabulous right in the heart of the Kaanapali area so we could walk the beach everyday. The hotel grounds were lovely. I regret I did not spend anytime around the pools since I spent my time on the beach. The staff were extremely friendly and helpful. Breakfast buffet was fantastic. Not only would I return again, I wish I was still there!
November 18, 2013
Rated 1 out of 5 by Anthony63 Our hotel stay was terrible.
I am embarrassed for Sheraton and especially SPG. I took my wife, daughter, mother and a friend of my mother to Maui for just under two weeks. We are owners at the Westin Ocean Villas in Kaanapali and stayed our first week in our two bedroom unit. This property is simply amazing and well worth a visit. After our first week was over, we checked into the Sheraton at Black Rock. We had two separate rooms booked, one on our points and the other on our credit card. We waited in line to check in for almost thirty minutes and only one person was working behind the counter at check in time on a Sunday. We were only able to check into our room since my mother's room was not yet ready. When I went to my our room I was expecting a room with a view and was pretty disappointed. When I booked the room on my points I was led to believe we were getting a larger room with a fabulous view. The room had a limited and partial ocean view and our immediate view was a private party set up outside our porch on the lawn. I immediately called the front desk and asked if there was another room not on the ground floor with an ocean view. The male at the front desk was quite rude and said a room would be available in three days at an extra charge. We decided to make the best of this since we had five days in Maui.left. After the bellman dropped off our luggage, which he was very professional and polite, I found the room to be less than clean. I found Cheerios on the floor at the foot of one of the two beds. The bathroom sink and tub area had grime and rust build up in the corners and the sink was dirty. The beds were two full size beds and our reservation stated there was a sweet sleeper bed in the room but we couldn't locate that. There was a chair with a foot stool but not a sleeper. Our balcony was described as being larger than the others and nothing seemed different than anyone else. There were only two chairs on the balcony and we were three people but were told it was equipped for our family. The room was very outdated and as basic as a room could possibly be, not what we expected from a Sheraton or an SPG property. Not only did we use 40,000 points, but the second room was over $400.00 a night. The first night of our stay we had to call security two times for the noise coming from the room next to us. The people in the room kept running in and out on their room keeping the door held open by the security latch which slammed every time they came in and out. After about two hours we were finally able to rest. Not what you expect in Maui. The walls were paper thin and need to be insulated. In addition to the out of the room noise, our college type refrigerator made noise continuously throughout the night. We called the front desk the next day and they said all of the refrigerators make that noise. We dealt with that as well. The property is unbelievable. The beach is awesome, the pool is great and the grounds are green and lush. I am embarrassed for how dated the interior of the rooms are and the noise levels. This hotel is not a $400.00 plus hotel room, not to mention 10,000 points a night. We travel to Maui every year and this hotel did not meet the expectation it should have. We were, and are still, disappointed.
July 15, 2013
Rated 4 out of 5 by JoeHoliday49 This hotel had the location, beach and snorkeling was great.
The grounds at the Sheraton were what we were hoping for. The beach and the snorkeling was great. Pool service staff was very informative with the safety of the ocean. Great pool to relax, large enough to avoid over crowding. Good times!!!
July 18, 2014
Rated 5 out of 5 by Caligirl Can't wait to return
I had such a wonderful time! Between the views, upgrades, amazing staff, cocktails, private lanai, poolside burger, breezes blowing through the open walkways....paradise!
The only things that hold me back from 5 stars with regards to the facility are: the distance to self parking, confusing hotel/parking/pool layout without available posted maps and the lackluster restaurants at $$$$ prices.
April 5, 2012
Rated 2 out of 5 by Disappointed Poor service, non-attentive, poor treatment of Platinum
The week started out fine--lovely hotel, comfortable room, received platinum amenity of choice. On day of departure, I requested a late checkout, as I often do as Platinum. Told the only way I could get it is if I packed my things and moved to another room, in a completely different wing of the hotel, otherwise no.
Secondly, I ordered a simple Chicken Caesar salad and specified 3x that the dressing was to be on the side and the chicken well done. I also ordered brown rice on the side. What I got was a salad dripping in dressing, chicken was not well done, and no rice at all. Undoubtedly, things happen, but I repeated the order 3x times to ensure they would get it and she repeated what I said, and still got it wrong. Also had to call for my room to be cleaned 2 days in a row at 4pm.
May 9, 2013