Rated 1 out of 5 by GaryandKelly Never again would I stay at the Shearton Maui
It was the worst resort that I have stayed at in over 25 years.
June 4, 2013
Rated 5 out of 5 by Lou177 This Hotel has a great location
In addition to a fantastic view, this hotel is located at the end of a cove complete with a cliff for addition views. The hotel is located next to many other restaurants and activities.
Unfortunately at check in, our front desk associate was not friendly and unlike their sister resort on Waikiki didn't acknowledge our honeymoon and also move our room (that was confirmed the day before we got there) to another building. When asked, she said, well it still falls under the category your paid for... Not, I'm sorry let me see what I can do for you. Needless to say, I was not too happy after booking this several months prior to make sure we got the building we wanted. After telling her that was unacceptable, she finally said she would put it down and see if they can move me in the morning... (which they did) By this time it already took away from what was our "greeting" to Maui....
September 29, 2012
Rated 5 out of 5 by Larry238 Upgrade to ocean view
I don't usually think view upgrades are worth the expense, but this hotel is different. There were whales no more than 100 yards out from our balcony every morning. We saw dozens, including lots of mother and calf pairs. We could sit on our balcony in the early morning and see all sorts of whale behaviors. It was better than a whale watching cruise.
February 14, 2014
Rated 3 out of 5 by john531 Could be great, but...
This hotel is in need of updating and its staff in need of customer service training. Kept up the first night by mechanical noises and had to change rooms. Unpacked in the 2nd room, came back from the pool to a giant wet spot in the carpet. No explanation but received a carpet dryer, which came in handy throughout the week due to lack of adequate bathroom ventilation. With a few exceptions, the staff was generally unfriendly, with women speaking in barely audible high-pitched tone. At least smile. Carpets in hallway tattered and trip-hazard. No restaurant or deli in the hotel when the pool grill/bars are rained out - had to leave the hotel for lunch! Luckily we had a car.
February 2, 2014
Rated 5 out of 5 by Giampi Great Location
Fantastic place, best location on Kaanapali
January 26, 2014
Rated 4 out of 5 by jtereba Great hotel for families
Overall, I think this is a great hotel for families. It's within walking distance to a lot of restaurants and shops, and the shuttle into Lahaina is very convenient. They even have umbrella strollers that you can borrow, which were really useful.
My kids (3 and 1) loved the pool! It's set up like river with a small waterslide in the middle. That kept them very engaged. Both of my kids loved the slide.
One challenge we had though was that it seemed as though housekeeping was on the same schedule to clean our room as our kids's nap schedule, so we missed a couple days of room cleaning.
Also, it seemed as if every other room allowed smoking on their balconies. That was irritating because our neighbor smoked, and it forced us to keep stay off our balcony while they were out there.
February 10, 2014
Rated 2 out of 5 by fda1968 disappointed
The services were lacking. No Room Service past 10 PM. No Towels Past 5 pm. Lack of food choices, The Pool and beach were nice but the item that most makes me not want to come back was that our friend left us a gift at the front desk that we did not receive until we checked out.
June 5, 2013
Rated 5 out of 5 by Curtis234 Location and Staff are Fantastic
I stayed here with my family of five. The Jr. Suite with a Murphy bed in the living room was perfect and had plenty of room for a rollaway without filling crowded. The property is on a prime spot - much larger, more private and peaceful than others nearby. The kids loved the pool and so did I - it is large and deep enough in many areas that adults can enjoy swimming in it too - not just a 4 ft. deep pool like many resorts. The Cliff Dive Bar servers were friendly and attentive and made hanging out by the pool a real treat. Great snorkelling right out front and only a short walk along the beach to Whalers Village with excellent shopping and restaurant options. Staff were consistently professional - there were numerous times when they provided some extra little detail or effort - remembered a name, a previous order, or did something to make us feel special. A great experience all around.
December 22, 2013
Rated 5 out of 5 by STBJ Rest in Heaven
This was our first trip to Maui and staying at the Sheraton made it the most relaxing and enjoyable holiday we have had in a long time. The location, the rooms, the pool and beach allowed everyone in the family to be able to enjoy themselves how they wanted. We would love to return to Sheraton Maui next year for holidays.
January 20, 2014
Rated 3 out of 5 by RafKam Pedestrian Resort
Welcome to the Sheraton Maui Ka’anapali: it doesn’t get any more touristy than that. As the first big resort in Maui, this hotel has all the pedigree, and by looking at the buildings from outside and from the clippings at reception you can see what it must’ve once been. You’re not likely to see stars here nowadays: this is where middle-America goes on vacation. Not that there’s anything wrong with that, but buyer-beware: this is a 3-4 star resort, complete with Starbucks in the lobby, bad food, and a very cheesy luau on the lawn which we could enjoy every day from our balcony. Let’s not forget the timeshare sales desk complete with gift scratch cards…
We were upgraded to a nice spacious suite, which was in need of an update, although it was very adequate. The pool area is huge, but there is still fierce competition for chairs, with families going away for hours on end, and having their towels “reserving” the best chairs rightfully cleared/evicted by staff, only to then accuse their fellow guests of stealing them. We witnessed a few such scuffles, and were on the receiving end of one such unpleasant altercation… not my idea of relaxation.
Families will most likely love this place, as kids seem to be well catered for. Having Black Rock right there was also a plus, as were the beautiful sunsets every day. Fishermen’s Village Mall is an easy stroll along the beach front and is your only hope of decent food in the immediate vicinity.
I’ve seen it, and don’t regret staying here, but as far as I’m concerned, given the time and expense to get to Hawaii, next time I’ll aim for something a little more upmarket which makes the journey actually worthwhile, rather than staying at a non-descript resort in a very nice part of the world.
June 25, 2013
Rated 3 out of 5 by STAR31 location location location
this hotel is perfectly located on Maui
February 13, 2014
Rated 4 out of 5 by Frank75 Great location, good hotel, poor SPG status recognition
Excellent position: best possible spot in one of the best beaches in Hawaii. Excellent snorkeling all day. Shops are very close and while car is recommended to visit nearby area, you can easily enjoy your stay without one.
Overall infrastructure is good. Nice pool, good variety of restaurants and bars, lot of additional services. Unfortunately our experience with the pool was well below expectation. The first day we had to wait over 5 hours to get the beach towels. Moreover, it was almost impossible to find a spot in the pool area because all guests where leaving their towels on the chairs even if they were not using it. Apparently the only way to get a spot in the pool was to go down at 6 am or pay (dearly) for a gazebo.
Room are nice and comfortable. The resort is quite spread, so depending on the room you may have to walk quite a bit to reach restaurants / pool.
SPG status recognition (Gold in my case) was almost nonexistent. I had to insist to get the room upgrade since they were trying to sell it to me for 40 USD per night. I finally got the upgrade for free, but the overall check in experience was unpleasant.
Moreover, the resort fee is mandatory also for elite members and essentially provide you with internet and parking spot. Not too much considering the 25 USD amount you have to pay.
In other Sheraton hotels the resort fee is not applied to elite member, not here. Finally, water was not provided in the room and was sold at a premium price (5 USD per bottle). Something very unusual for this type of resorts.
Overall a good experience, but as a loyal SPG client (almost 200 nights in the last 5 years) I was expecting a better treatment.
August 29, 2012
Rated 1 out of 5 by vasovagal Very disappointed
The hotel may have been a Queen in the 1960's but those times are long gone and the resort has done little to update itself.
The location and views are spectacular to be sure, but a resort must perform much, much more professionally to compete in the 21st Century.
The management has set very low standards regarding service by the staff. The stay starts when you are forced to rent a car or pay $100US for a taxi as there is no shuttle service offered by the resort. You are greeted in your car after a wait by a surly valet who is more interested in hustling you for tips rather than assisting with check-in.
In fact, there is very poor to absent service throughout the resort including the restaurants; 3 nights in a row I stood in front of the host/hostess and was not greeted or even acknowledged - and the restaurant was mostly EMPTY!! I then sat at the restaurant bar and was argued with when I asked to order from the regular menu and was treated with sarcasm by the young lady bartender on one occasion. The food was expensive and unremarkable without attention to detail. It was certainly no better and twice as costly as that at Outback Steakhouse just down the road.
The cellphone service was spotty and despite the additional daily charge (Resort Fee what ever that is) for parking the car and WiFi - the WiFi signal was mostly inadequate for most activities and you are required to sign-in whenever you move about the resort.
There were so many service inadequacies I can only conclude the Management is uninterested which is a shame.
This resort can not compete with any other resort I have stayed in Thailand, Bali, Fiji or Mexico and they will have to learn the hard way.
Save your money - look elsewhere.
January 24, 2013
Rated 5 out of 5 by PatJudy50 Maui Woweeeee
By far....the best hotel, best view, best location, and best amenities that we've ever stayed at. All of the hotel personnel were fabulous and they treated us like Kings and Queens.
We didn't recognize how truly great our hotel was until we spent 2 days at the sister hotel, The Westin. Yes, we were very disappointed with this hotel.
October 11, 2013
Rated 3 out of 5 by Bill21 Hotel leased out
I have stayed at this hotel 7 times . All of my other stays have been wonderful. I was staying here over spring break 5 days at a time. During our second stay a fence was put up around the pool.??? WHAT?? We were informed that a group had rented the pool out for 8 days in the middle of our stay. There was NO notice anywhere about this prior to our arrival. Anyone who has stayed here will tell you the pool is it's signature feature. Free breakfast does not make up for this. Where was the notice other hotels in the starwood family provides for these occurances. Sheraton Maui Sold out it's paying guests to get greedy and make more money. Shame on them. The area of pool left open was overcrowded and not sufficient to handle the guests. In addition they had to close the other bar restuarant because it offended the people paying the premium.
March 25, 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 5 out of 5 by Lynda2014 Great for group events
My company held it's annual eductational conference at the Sheraton Maui. The hotel and staff worked closely with me to make sure that the conference and all the related events went off without a hitch. I had not one complaint about the hotel or rooms from our attendees!
February 10, 2014
Rated 5 out of 5 by BillW Great Hotel
First stayed in 1991 for our 15th wedding anniversary. My wife and I learned to scuba dive at the Black Rock. Since then we have been coming back every year or two, sometimes with our kids and sometimes without. We were last here in October for our 35th wedding anniversary. We have 4 rooms booked for next week for the whole family including the grandkids. Simply put, there is no better hotel and location for a family vacation.
July 20, 2012
Rated 5 out of 5 by Gerry5555 Great Vacation Spot
This is a great facility with an exceptional staff. The location at Black Rock provides a great beach, good swimming, and is one of the top snorkeling spots on Maui - all just steps from your door. The hotel is within easy walking distance of other sites on Ka'anapali Beach, including Whaler's Village for shopping (everything from an ABC Store to Louis Vuitton), restaurants, and many activities (such as various sailing cruises and parasailing) depart directly from the beach near the hotel. The hotel makes a great "base" from which to check out the other areas of Maui as well, including nearby Lahina.
This the second visit to the Sheraton Maui at Black Rock my wife and I have made since 2010 - and we will be back again.
October 14, 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 5 out of 5 by ECS67 Staff
At the bell/valet desk Virgillo Seatriz and his staff were great.
Black Rock staff was all great ESPECIALLY our waiter on 12/5/2013 for breakfast. We ordered a non-fat latte and your machine was down and was during our whole stay so he went upstairs without us asking and got the drinks. So nice. Gave extra $10 tip
December 10, 2013
Rated 5 out of 5 by JulieR A Special Stay
We celebrated a milestone birthday at the Sheraton, and the hotel manager went out of his way to make our stay extra special.
We received a number of gifts (chocolate strawberries, pool amenities, etc.) and the Platinum upgrades and amenities were great!
We look forward to our next stay there. Mahalo!
December 10, 2013
Rated 5 out of 5 by HI4me93 Great time in Maui
The resort room and grounds are beautiful. We had great views of Lanai and Moloka'i. The beach was the best one I've been on in Hawaii. Excellent snorkeling with lots of fish and turtels.
December 14, 2013
Rated 5 out of 5 by BillW Great hotel
Been coming since 1991, love this hotel, the employees and the location.
December 16, 2013
Rated 5 out of 5 by justkath great vacation
Had a nice room in building 6 which was unexpected. Total peace and quiet away form the pool and public areas. Watching whales breach was an additional treat. Nearby snorkeling was just what we wanted.
December 13, 2013
Rated 5 out of 5 by Yoyo21 Consistently great!
Just returned from our 5th straight year at the Sheraton. Our family of 5 continues to choose this hotel due to it's great staff, family friendly property, and of course the location is top notch. I love how the staff works to get our same room each year and they also remember my kids names. This year the improved Platinum meal discounts were great enough that we ate breakfast on property more.
December 2, 2013
Rated 5 out of 5 by Shirley47 Amazing Views!
We found the Hotel amenities to be well maintained, the well equipped work-out facility was conveniently located in building 4 right across from our room.
We viewed from our Lanai, green turtles, dolphins, humpback whales breaching and swimming very close to the rocks just outside of our room! Spectacular!
We enjoyed snorkeling at Black Rock and spending time on the beach.
February 19, 2012
Rated 5 out of 5 by MauiDonna August 2012, will be our 9th stay at this resort!
We stay here every year, & this will be our 9th. This is the best spot on Kaanipali Beach. We are being joined by our good friends, we want to show them a good time for their first trip to Hawaii & we know that Sheraton Maui will not let us down! We can NOT wait! We will be celebrating our 21st anniversary, & our friends birthday, as well as their first trip to Hawaii!
February 25, 2012
Rated 5 out of 5 by mrDonrag A nice welcome after a long trip
After traveling almost 24 hours my wife and I were pleased by the friendly welcome we received by the front desk at midnight. The room was clean and bed was comfortable.
When we awoke the next morning we were amazed by the beautiful ocean view that greeted us from our lanai. WAY TO GO MAUI SHERATON!
January 12, 2014
Rated 5 out of 5 by randyp22 Sheraton Kaanapali
Hotel was great. Great views of the beach and ocean. Short walking distance to Whalers Village for dining, shopping, and water actives. We'll be back.
December 10, 2013