Rated 5 out of 5 by Verified Reviewer Great Experience
We could only stay for 2 days due to some booking issues, but with the SPG Gold upgrade and the superior staff it was awesome.
My suite was actually better than the one I stayed at last month in Las Vegas.
I might be back next year, just need to be spoiled in the same suite lol.
1. There is limited space at the pool, so not too many chairs are available. I seen towels sunbathing for 2-3 hours.
2. The beach is close, but in the afternoon the pool water becomes very salty with lots of sand. It is not the fault of the hotel , since showers are at every entrance, maybe you can install a human carwash :)
Thank you to Sheraton and SPG
September 29, 2013
Rated 1 out of 5 by cazcoetzee Unprofessional and incompetent
Dear Mr. Yamazaki, General Manager
My husband and I recently stayed at the Sheraton Maui. I made my reservations (9/10/2013) by following the instructions on a Voucher I bid on at a Silent Auction. You, or an authorized person from the Sheraton Maui was so kind to donate the 2 nights of Ocean Front accommodations to benefit a youth organization on Maui. We were the winning recipients of this voucher by paying the highest bid.
I called in advance, requested a front desk or resort manager, and completed my reservation. I received a confirmation # as well as an email showing the King OceanFront room booked! I chose the weekend of our 25th wedding anniversary, September 20,21 of 2013 to celebrate.
Upon our arrival, I presented our voucher, and we were asked to wait while the gentlemen at the front desk went in the back. After 15 min., we discovered that the front desk manager that booked our room entered the information incorrectly, and we were not booked for the "Ocean Front" room as indicated on our voucher. Needless to say, we were very disappointed, but nonetheless asked how this was to be corrected. Unfortunately, by now, we were told the "Ocean Front" rooms are sold out and we are stuck with a room that was not what we paid for.
At this point we are now into this for about a half hour, Gabe, your front desk employee was very kind to "offer" us to move into an "Ocean Front" room for the second night, as well as complimentary breakfast. He proceeded to inform us that we will be notified by phone of our change the next day (we gave him our cell number) and that if we were away from the hotel, our belongings will be moved to the "Ocean Front" room for us.
The following day, we assumed that your staff was capable of handling the room change, so proceeded to have our belongings completely packed and ready to be transferred, and headed out for our golf game.
We returned from our golf game to pick up the key to our new room only to find the front desk employees, confused, and uncertain as to what was to take place. We asked why we had not received a phone call and one of the ladies said they had called us. We showed them our phone indicated NO received calls from the Sheraton, she made no apology.
So on our second day of our two day stay, we are now at your front desk again, while your staff is trying to figure out what to do. Fortunately, they were able to confirm that the Ocean Front room was ready, its now 5:00 pm, but unfortunately, again, the ball was dropped. There were no bell men available and they were certain the luggage had not been transferred. We had to hike all the way to the previous room retrieve our luggage, and then finally proceed to our new room. Im sure you are aware of how large your property is?
When we finally arrived at our new room, I noticed that the phone message light was blinking. Strange? I proceeded to check the message, it was informing the "guest" that their new room was ready? I don't know if that was the message your front desk lady was talking about, but its very confusing? We left a cell phone number to be notified by since we wouldn't even be in either room for the day.
All this to say, our experience with your resort and staff was unprofessional, inefficient and incompetent to carry out a very simple 2 night reservation. I can only hope that the inattentiveness given to us was NOT because we used a voucher or because we are residents of Maui. We "paid" for our stay at your resort, but were not treated as such. I can also only hope that this is not a regular occurrence, but I seriously have my doubts, given the ridiculous amount of inconveniences we experienced in two short days.
From our experience in traveling for many years all over the world, we have NEVER experienced such dissatisfaction.
September 28, 2013
Rated 5 out of 5 by paddlegirl1 Paradise
My boyfriend and I are both blind and we knew we would need assistance from the staff at the Sheraton Blackrock. On a daily basis we needed an escort and the security/staff were so willing and eager to help out at all times. I would just like to say thanks especially to: Kalani, Orlando, Chad, Shaun, Bear, Pono, Frankie, Monica, Jennifer, Michelle, and Cheryl. Kalani went far and beyond my expectations in customer service. What I loved about this resort was the awesome pool and how it leads right to this spectacular beach. I love the boardwalk just right in between the pool area and beach, which leads to more beach and restaurants. The rooms were awesome and super clean. Just a recommendation for those who like to hear more waves and ocean sound opt for the ocean front instead of "deluxe ocean view". Overall, I would say that this has great location, awesome staff, okay restaurants, and it's so close to the beach. You can't beat that!! Highly recommend....
September 27, 2013
Rated 5 out of 5 by PlatinumMNTraveler Service and Staff Excellence
My wife and I spent 10 days at the resort for our 30th wedding anniversary this September, WOW did we love it! I travel around the world and expect a high level of excellence when paying for great properties. We were not disappointed and in fact we were more than delighted at the Sheraton! Before going, I called and spoke to the GM's Executive Assistant, Nicha. I explained why we were coming to the hotel and that I really wanted my wife to have an experience of a lifetime. Nicha assured me that this would be the case. We talked about what we wanted in terms of a room and privacy mixed with the beauty of view of the ocean. She confirmed us in room 4611 (in my mind the best room in the property) which overlooked the ocean and Black Rock. AMAZING! After a flawless Saturday night check in and help to the room by John from the bell staff, we were set. The next day we met Chase at the beach services location. Chase served us extremely well and I greatly appreciated his tips on the best places to stop and hike on the Road to Hana. The other person we met from that staff was Jason (from Las Vegas) that made our trip enjoyable when at the pool. Another great staff member was Sean, Front Office Director that made sure all of the details and services for our room were handled for our suite and our late checkout. Another favorite employee was Virgil, the manager at the Valet desk that smiled and could joke around with me when my car was brought around. Virgil's staff was courteous and kind and I trusted them with my rental car. Last but certainly not least was the concierge staff. We found that everyone was helpful, we had Lorri work with us several times for finding things to do and great restaurants on the island. Masterful! The housekeeping staff is often overlooked, I will not overlook them. Our room was always neatly made and cleaned and we thank all concerned. I highly highly recommend this property and want to thank everyone that made this anniversary special.
September 25, 2013
Rated 3 out of 5 by Verified Reviewer Good room, great location, high price
Beautiful sprawling property covering what must be 100's of acres that obviously has evolved over the ages (i.e. 1970's to present). I asked for ocean view and got a room in a central building (I think there are 6) overlooking pool and ocean. Grounds and landscaping were high class if not world class. Staff was excellent (with exception of reservatoins) and room was, well, adequate. Price is room + resort fee + and taxes. A very nice place. At total price of $450/nite, not a great value. It is just overpriced. Why a "resort fee"? It is mandatory...
I was staying 4 nights joining other guest in other rooms, but they had rooms only for first 3 at time of reservaton. I checked several times before checking in and when at the front desk checking in... no room 4th nite. Finally when i was about to leave they have many rooms available, but not the same room i had been in for 3 nites. Further to get it, I had to go to central reservations (i.e. the 800 number or their website!!!) You would think after spending $1,350 they could make an adjustment, but no... I left and went next door for less than half the price.
So, a nice property at a VERY high price and service like any other big company... i.e. when the rubber hits the road, no service....
The nite I checked in, I had a hamburger and beer in the only food service open after 10, i.e. the bar. $40. Scared me to have any other food here, so i did not.
I like the property, but for me to stay here again, they would have to be having a BIG sale. Do I recommend it? Yes, but be prepared for the cost. Grounds and location: beautiful. Rooms: adequate (not beautiful.)
September 24, 2013
Rated 4 out of 5 by AJ41 TheSheraton Maui Resort
The public areas of the hotel are lovely and the hotel in general is clean and well maintained. The room we had was definately in need of updating . The bathroom looked quite dated and showed its' age.
September 24, 2013
Rated 5 out of 5 by Jim008 My stay
The bed could have been more comfortable
We have been guests at the Sheraton Maui for many years and the longtime staff members, we have come to know , are like family.
The only problem this year was with Maui Beach Activities and I discussed this with customer service manager Jennifer. I know they are a contractor with the hotel, but to guests they are the Sheraton Maui.
September 24, 2013
Rated 4 out of 5 by tallyman Some issues
There was no monitoring of whether persons enjoying the facilities were hotel guests--this was especially obvious at poolside. In addition all shaded chairs at poolside where staked out with towels the night before, making it impossible to get a shaded seat even by going out at 630AM. Also room makeup was exceedingly late most days even though room was unoccupied--even had to call desk one day about 6pm to ask that room be made up.
September 23, 2013
Rated 5 out of 5 by don1960 Another great vacation
This was my second visit to the Sheraton Maui. The hotel, grounds and beach are beautiful. Great snorkeling at the Black Rock, no need to go anywhere else.
September 23, 2013
Rated 4 out of 5 by rob212 beautiful hotel but reception saff could have been more helpful and pleasant.
I enjoyed the hotel, however, the staff at the reception desk could have been a bit more pleasant and helpful. Their customer services skills were lacking. Nevertheless, the hotel is beautiful. I enjoyed the pools and the beach was wonderful. The room was very clean and the house keeping staff was very efficient and eager to satisfy my needs.
September 22, 2013
Rated 4 out of 5 by Mauilover6218 Great hotel staff
The hotel staff for room service and housekeeping were just wonderful. The front desk representative at check in ensured we got the perfect room.
September 22, 2013
Rated 5 out of 5 by KS85 The hotel was a relaxing getaway!
The hotel facilities were great. The staff were very friendly and always willing to help.
A great place to relax by the pool, and spoil yourself with a massage while you're there.
September 22, 2013
Rated 5 out of 5 by LMJ13 Deluxe Ocean Front
What a good decision to get a Deluxe Ocean Front Room, thank you Evelyn for helping with the upgrade. Every morning from our Lanai we were able to watch not only snorkelers at Black Rock, we were able to see the Giant Turtles. We loved everything about the hotel, the grounds are very lush and beautiful. We had an experience of a Lifetime, the snorkeling is the best in front of the Sheraton. We walked in and were able to see the turtles up close and personal but, also were swimming with spotted Eagle Rays. The real thrill came when we had a close encounter with 100 Dolphins within 10 ft. of us. We have snorkeled Fiji, Tahiti, many beautiful places in the world, but, never have we seen this. It was a fortunate moment in time that we were in the right place at the right time. We still cannot stop talking about this experience.
We stayed in building 6, it was our 15th Anniversary, we were so happy with our location. The only down side is there is not an entrance to the beach from there, we did have to take a few stairs or elevators, but, it was worth it for us.
The staff was excellent and I talk to a housekeeper who has been there for 27 years, and told me the Sheraton is so good to their employees with health care, food, etc. I was so happy to hear this.
We can not wait to go back again. We have been to Maui about 6 times, but, this time was one of the best. The food was excellent at the Grills and main restaurant. Thank you Sheraton!!!! See You Soon!!!
September 20, 2013
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 3 out of 5 by Trb123 Honeymoon Stay
My husband and I stayed here for our honeymoon last week and overall this is a very nice resort in a prime location. I am a Platinum member and since we were also on our honeymoon, I hoped that when I mentioned to the front desk that we were on our honeymoon they would treat us to something special - leave a bottle of champagne in the room or do something nice, at least. We didn't receive anything from the staff.
I would not recommend eating here. Luckily Platinum members receive free continental breakfast, otherwise the continental breakfast was $21 and buffet $28 - which definitely by taste and looks, is not worth that price. It was also annoying every time we went to breakfast for at least 3 of the staff to ask if we wanted to upgrade to the buffet. Overall, the staff did not seem adequately trained or happy to work there and it reflected in their service.
September 18, 2013
Rated 5 out of 5 by Sandy10 This hotel has much to offer.
We loved our recent stay at the Sheraton Maui. Everyone was friendly, professional, and helpful. The grounds are beautiful and our room immaculate. Our breakfast buffet, which was included, was excellent. We enjoyed it and looked forward to it every morning. The pool was beautiful with various meandering sections and interesting features such as a small waterfall and slide. The Sheraton Maui has it all!
September 16, 2013
Rated 4 out of 5 by MMcL45 Location Location Location
Our third trip to Maui and second consecutive stay at the Black Rock. The location of the resort relative to the beach and reef is perfect for sun and snorkel. The staff can be summed up in a word, "efficient". However, unlike other SPG properties, they do not go out of the way to make you feel special. Again, the staff members do their respective jobs but not many seem really happy to be there. Rooms are great and housekeeping is good. Food and beverage is high but that is to be expected at any resort especially in Hawaii. The food is good but not great, but there is plenty to choose from in the area. Overall it is an excellent place to stay, just plan ahead, eat out, use the in room fridge and don't expect the staff to inform you of events, take that responsibility on yourself. We will be back.
September 15, 2013
Rated 5 out of 5 by Patrick22 Swam with Turtles at the Sheraton
This resort is located next to Black Rock in Kaanapali. The snorkeling here is better then you will get on many of the expensive tours that you can go on. During our trip my 2 young sons got to swim with green sea turtles and were able to get within 2 feet of these beautiful creatures. The pool was perfect for younger children.
The grounds of the resort were also very good. There were plenty of grassy areas for the kids to play on without disturbing the other guests. Overall, a great experience for our family.
September 12, 2013
Rated 4 out of 5 by Paul6 This hotel has a great beach
The great snorkeling at Black Rock and the wide beach make this the most popular part of this side of Maui. All the staff are friendly and very helpful, and made my stay immensely enjoyable. The restaurants are not busy at dinner due to local options in the Whaling Village, so you can enjoy a quiet meal if you prefer.
September 12, 2013
Rated 5 out of 5 by HawaiiAnniv Fantastic hotel for price category
This hotel is the best option on Maui for its category. The rooms were very comfortable, staff was outstanding, restaurant was delicious, pool was fun, and beach was great. We enjoyed our stay and were treated amazingly well - it made our stay very memorable. So many options for activities and very convenient location. I would highly recommend the Sheraton Maui and will stay again in the future
September 11, 2013
Rated 5 out of 5 by Zinieyob Beautiful location and place!!
Me and my husband went to maui for 3 nights and 4 days . We had the most memorable experience and got everything more than we expected it. So beautiful place and we enjoyed the breakfast and the swimming pool the most. I just have a little complain about the couples massage; it is a little pricey for the service they provide and don't recommended it it was just west of money. Besides that everything was great and we hope too go back soon:)) I highly recommend this place.
September 11, 2013
Rated 2 out of 5 by Jlriva Rooms need updating
Stayed in the Ocean Front room (most expensive other then a suite)
Balcony barely fit two chairs. Overall facilities need a makeover. Carpeting in hallways "de-bonding/bubbling up". AC labored continuously trying to cool room,
Bathroom needs update. Tub chipped and stained. Outside grounds were the only Brightside. Pool was good and public beach well maintained.
September 10, 2013
Rated 5 out of 5 by Sendrey111 Amazing staff!
Such a wonderful time at the beautiful property with the amazing friendly and helpful staff!
September 10, 2013
Rated 5 out of 5 by Pascal57 outstanding location
This hotel is well located with a beautiful beach, near the whalers village as well as Lahaina.
September 9, 2013
Rated 5 out of 5 by Microsoft World,s best
My favorite hotel but why change the torch dive from sunset ? Sure it makes it slowly change time over the year but ?????
September 9, 2013
Rated 4 out of 5 by Berber Great resort feeling
although I enjoyed the resort, there were a few things that could have been better. My Significant other and I both agreed that the food was just okay. The portion size was great but the quality of food didn't meet the cost of the food. We often ate off location for this reason. There should be an option for late night food and beverages as well as have the coffee cart open sooner for those that are still adjusting to the time change. The short walk from the resort to the beach was great! The amenities offered on location were great! Most staff was beyond nice and helpful. The rooms were comfortable but could use better lighting in the restroom. I was not happy with housekeeping. Several days the rooms were not made over until late afternoon and it lacked attention to detail. there should be quality control going in and checking the rooms. One day, i even noticed my new shower towel smelled terrible. Almost like it was burnt.... I would return but most likely try a new resort
September 7, 2013
Rated 4 out of 5 by Beda233 Better than expected!
I booked one night here and moved down the way for the rest of the week to another hotel where I've stayed before. The Sheraton is great place to stay if you have a little one. Or if you are just two adults looking for a nice relaxing time. The rooms are larger than most other resorts in the area and have nicer views (if you get an ocean view room, you REALLY get an ocean view room). The pool has a great area for kids to play. There are two pool bars and quite a few waitresses going around. You never have to wait for a drink. This hotel is quite a bit cheaper than the other hotels in the area, but don't let that mislead you. I'm a loyal SPG person and generally stay at the higher end brands, but this is where I'd stay next time I come to Maui. The beach is nicer as well.
I did have an issue with check in. The front desk lady didn't seem to know the different tiers of SPG status. As a Gold member I know that I get extra Starpoints, free internet, or a drink for each stay. She didn't thank me for being Gold or for my loyalty or offer me my additional benefit. The guests checking in around me were recognized so maybe my lady was new. Or, maybe it was because I used points for my room. I was upgraded because the room I booked was not available. I asked if it was because of my status, she said no, it was because no other rooms were open.
September 6, 2013
Rated 4 out of 5 by bahar great beach
The Sheraton hotel is the first hotel built
in Maui, but it looks modern.
The rooms are clean, and the staff are friendly.
Sheraton has one of the best beaches, in kaanapali.
September 4, 2013
Rated 5 out of 5 by boom SM staff No Ka Oi
the Sheraton Maui has the BEST staff! The banquet and stewarding guys are terrific, and the breakfast waitstaff are so friendly! The big smiles and warm greetings feel sincere and really brighten up your day. They truly make you feel like Ohana.
September 3, 2013
Rated 2 out of 5 by WolfiesGirl Who sleeps in double beds? overpriced stay
Three of us stayed in the room.. The beds were double beds. It was extremely uncomfortable to sleep two adults in double beds especially not as husband/wife.
Food was extremely overpriced. I had two slices of french toast for $21, I realize food has to be shipped in. However, I just had french toast at my favorite restaurant at home. I received 6 slices of french toast with blueberries and whip cream for $8.
Two waitstaff were extremely rude but other staff went out of their way to make our stay extremely pleasant. Erin at the kiddie poolside bar was awesome.
September 2, 2013