Rated 5 out of 5 by Wendula above and beyond
From the first person we met to the last person we spoke to when checking out, we could not have had a nicer stay.
We were overly impressed with the staff at this property.
September 3, 2015
Rated 2 out of 5 by Yeparooster This hotel has the bare minimum
We were disappointed right from the start. There is no assistance, and no idea where you're going on this property. The lobby is on the third floor, but our room is on the second - not bad, except that it's in a different building and you have to go down an elevator, outside, across the lawn, and up an elevator. Not entirely bad, again, except no one told us that. Our car...even further than the lobby and up two flights of stairs.
The room is a good size, and a great view of the ocean. There is a coffee pot but no filters. There is a great LCD TV, but 9 times out of 10 the channels don't come in, and for whatever odd reason, during the day local channels won't come in at all.
The first day we were here, we had a message from guest services to stop by and pick up a complementary tote bag. That sounded great. When we stopped by, the lady spent 15 minutes trying to sign us up for a presentation of what sounded like a timeshare and we spent 15 minutes trying to get it unscheduled. Relentless. She kept saying what a great deal it was. Not interested.
Overall, the room itself was ok, but the location is not convenient and I am not a fan of being nickeled and dimed on every single little thing.
September 3, 2015
Rated 2 out of 5 by Debbie100 Don't Expect Much
Disapointed that hotel did not make any effort to make my daughter's 21st Birthday in the least way a SPECIAL day/night. I let reservations know in advance we were staying the night to celebrate a very special birthday and gave them the details. I also mentioned this at check-in. I am a very long time Starwoods member, probably 20 years by now. I travelled extensively years ago and almost always stayed at a Starwood property. I thought for sure this would be the best brand to book for this special occasion. Oh well. Not the case.
August 31, 2015
Rated 4 out of 5 by uspscindy 1 bad apple won't spoil our trip
The check in desk & prking valet desk made us feel welcome (friendly & professional).The pool crew(josh?) were cool & laid back and explained any questions we had about pool services or surrounding wndym properties.Spg agent by pool invited us to explore the benifits of becoming a member and the concierge booked some fun excursions to remember.We only had 1 puzzling incident with maid services,funny to me, yet unprofessional and weird for my spouse(possible confusion and not worth mentioning to mngt.No tip to maid services was our solution, and that decision was hard to come by(we know that is a hard job).
August 26, 2015
Rated 3 out of 5 by WestCoastTraveller Room was different than what paid for, Resort Fee different than what is there on their website
First of all; it's a nice, clean, fun for family with clean swimming beach access property.
However, it's not worth of money, I bought package for Deluxe Oceanview room but my room did not have any view to ocean, it was only buildings, stairs & garden. There was a partial view of ocean(to the left) when you go and stand in balcony. Never had I have such oceanview room offered from any other hotels in past in last 9 years, there used to be view of ocean from within the room. We talked to front desk but they were more focused on convincing on this is how Oceanview rooms look like. Talked to Bell desk staffs on different days and they also agreed that this is not how Oceanview rooms are but front desk or the manager did not feel that way.
Resort Fee on the website says it's $25.00 plus tax, per room, per night. This includes first night Valet parking, however I was charged $35.00 plus tax per night.
August 17, 2015
Rated 4 out of 5 by swainclan Excellent staff and location
We enjoy the location due to the great snorkeling and scuba It is a great spot for families. The hotel is very spread out so prepare to do some walking, but that it what we enjoyed. It is not a typical high rise. The front desk team was excellent. Evelyn was very helpful and knowledgeable.
August 2, 2015
Rated 5 out of 5 by RPK474 GREAT HOTEL, GREAT STAFF!!
We usually stay at the Westin but decided to stay here. We are glad we did. Every Staff member that we came across actually looked like they loved their jobs and were very eager to help. The room was comfortable, quiet and clean. The restaurants were excellent. We have nothing bad to say about this hotel! A lot less congested than the hotels around Whalers Village.
July 26, 2015
Rated 3 out of 5 by Lance714 The front desk needs better attitude
When I arrived at the hotel, as I was checking in, I noticed that the guest before me had upgraded their room and the receptionist was very pleasant and cheerful. As she finished with their check-in, I was greeted by the same receptionist and was offered a room upgrade as well. However, as I declined to upgrade my room, I noticed her attitude changed and she did not seem interested in my experience at the hotel. When she finished typing in my information on the computer she handed my room keys. That was it. She didn't attempt to try and explain to me where my room was located. As I walked away irritated, I asked the gentleman at the valet and he explained to me where the room was and where to park. At least he treated me like a guest.
As my family of 4 started to unpack in our room, I noticed that we only had 3 sets of towels in the bathroom. Not a huge inconvenience, but I am paying for 4 guests. I left a note the next day for housekeeping to please provide 4 towels and left her some gratuity. When we returned that day, we did receive 4 sets of towels, but that was the only time. The rest of the nights I only received 3 sets of towels. It got old trying to find the least-damp towel for the last person taking a shower which was me.
I also expressed these concerns through
email directly to the hotel. It's been a week and no response.
Other than these issues, I feel my stay at this hotel was acceptable, but will probably look for better options when I visit Maui again.
July 13, 2015
Rated 2 out of 5 by disappointed11111111 Disappointing Sheraton
We chose this hotel because it has the best location in Kaanapali and is next to a beautiful beach. Unfortunately our experience was quite disappointing. The front desk staff were unhelpful, mosquitos kept us awake at night and the hotel did not have any control method (there are no window screens). We had to buy a can of mosquito spray and spray our room every night. The beach facilities were dirty and poorly maintained, and so on. We have been at many Sheraton hotels and never had such a poor experience.
June 28, 2015
Rated 5 out of 5 by Vel49 Home away from home
I arrived to Maui Sheraton on June 17, 2015. The young lady who checked us in was the same person who checked us out which happen to be the beginning and ending of a wonderful experience at the Maui Sheraton resort. I wish I knew her name because she played an important role in our wonderful experience at the Sheraton.
The staff at the Sheraton Maui is the reason why we are coming back next year as well as the beauty and the activities available at the resort. The waiters at the breakfast buffet were amazing Adolfo and all others were attentive, took good care of us and were all pleasant, food was delish. The BAM team which is the beach and pool team should be called the dream team because they set an example of what true service is. Rafael, Aaron, Chris, James and all others were absolutely the best. Buddy and Glen at the Cliff Dive was one of the main reasons why we were there every day not to mention their delicious appetizer called the tiger shrimp. The connections that were made by me and my husband with the names mentioned above will quarantee two loyal guest at the Maui Sheraton Resort.
June 26, 2015
Rated 5 out of 5 by a68machine Staff and location was amazing
This was my first time to Hawaii and I'm glad we picked this Resort. It was right next to a hot spot, (Black Rock) which allowed for great views and fun snorkeling. The pool side service and food was what sold me on coming back. They made my family and I feel at home. Our son was only 8 months at that time and the lazy river was perfect for us to float around with him. The hotel staff for breakfast were great. They remembered our names and carried on casual conversation with us. Overall I think this place was great.
June 24, 2015
Rated 5 out of 5 by AcesAbroad Wonderful stay at Sheraton
I spent 5 nights at Sheraton on beautiful Ka'anapali Beach on Maui. Its location is unmatched with incredible access to a wide swath of pristine beach and waterfront. I loved the old world Hawaiian traditions celebrated nightly at the property including cliff diving ceremony and luau. Wonderful relaxing resort.
June 22, 2015
Rated 3 out of 5 by hawaii808 Bathrooms need updating
The views are amazing and had friendly and helpful staff but the bathroom was pretty bad...white tile from the 80's and cheap ceramic counters. Was very surprised. We love all satinwoods but thought this one could use an update.
June 8, 2015
Rated 2 out of 5 by 1amaron08 Fire Procedures and 1 Staff UNSAT
Worth paying for convenience.
Great staff except one room attendant. We asked for a towel and her response was "You can't wait for your house keeper?!".
Fire alarm lights and phone alert went off at 0230. No staff knew what was going on. No Fire Department showed up. If this was real and you were a heavy sleeper, you might not make it. This is why I have 2 stars!
Otherwise, an easy 4 or 5 stars!
June 3, 2015
Rated 4 out of 5 by NVB77 Black Rock on property is a Jewel
The snorkeling at Black Rock is totally worth the hotel stay. My husband swam with four turtles and saw a lot of ocean sea life. The beach is somewhat sheltered from sometimes big heavy waves so in my opinion the beaches by Sheraton are best in Ka'anapali. The hotel is definitely aged and one can read about the heritage and the history of it in some places. It has been remodeled but one can tell it is an older property, hence somewhat smaller rooms. Some of the buildings are quite far from the main quad and the pool so I found the walking a bit exhausting. I would request a room closest to the pool if possible. The outside buildings provide nice ocean views but are quite a walk from the pool and dining area. There were tennis courts available on site.
Pool is expansive and pool service was frequent.
We used Kids Camp at the Westin, which was a 2 minute drive, but still a bit of inconvenience. I wish they had Kids Camp on site. The Black Rock spa is totally overpriced but the facility is nice and tranquil. We did have a corporate Christmas party there so we stayed overnight, but I would agree some reviewers that there maybe noise from private parties on site (ours was one of them).
June 2, 2015
Rated 5 out of 5 by ty2015 stay of pleasure
sheraton by far exceeds expectation in a beautiful and comfortable place to stay for a dream vacation to maui. The staff was very nice and attentive to our needs, making our stay best as possible. We definitely will be coming back next year for our anniversary. Very laid back and relaxed environment in getting away from stress of work.
May 24, 2015
Rated 2 out of 5 by PoorHotel Hotel has lost its soul
We came to this hotel 22 years ago for our honeymoon and loved it. This used to be a wonderful hotel - fabulous location (snorkeling at Black Rock), friendly staff, great dining. However, it has changed dramatically in the worst way. Now it is all about moving guests through cattle chutes and squeezing them for every dollar they can get by forcing you to buy expensive packages for everything, even basic services, like continental breakfasts and Wi Fi. Pushing timeshares, pushing valet parking, etc. The restaurants on-site are way overpriced and the food is poor. The staff and manager don't care anything about you, they just want to turf you out as fast as possible. They keep saying "We apologize" but they don't make any effort to fix anything. Also, no acknowledgement of our wedding anniversary, even though we mentined it multiple times. A simple note or greeting would have made a big difference. The wonderful charm of this hotel has disappeared. It has become a callous commercial operation. Large noisy private events most nights with thumping disco music and drunks - like a trashy spring break hotel. As a starwood preferred guest, you keep receiving offers but when you call to obtain them, they want to charge you extra. There is no customer service. The staff needs some serious training. The maids are the only people in the hotel who are customer service oriented. No one else. It is a shame. This place used to be a jewel. No more. Very sad.
May 23, 2015
Rated 5 out of 5 by Lynnicello Fantastic hotel
This hotel was fantastic would definitely recommend staff food & beverage bars were great!
May 20, 2015
Rated 5 out of 5 by MauiMomma Another Great Stay at The Sheraton Maui
This was our 6th stay at the Sheraton Maui. We will continue to return because of the hotel's beauty, location, and most importantly, the staff. It is so nice to see familiar faces each time we stay at the Sheraton - we feel like family!
May 17, 2015
Rated 1 out of 5 by CraigAhlh Disappointing Stay - Never again
Before I start my review, I want to note that our stay at the Sheraton Kanapaali in 2009 was very good overall, loved our suite, the food, grounds and service which is the reason why we decided to return this year. In addition, I've stayed in many Starwood properties all over the world and am a loyal lifetime Gold customer encountering positive experiences. This time, we booked an oceanfront suite for 6 nights. Upon driving up to the resort, we were not properly greeted and encountered valet staff that was unfriendly. After we were assigned a suite (The suite was ok, outdated, tired looking but large in size and with a partial ocean view only#, there was a distinct humming noise coming from the bathroom. We called the desk and were told that the noise came from the ice machine behind the room and were offered to get the machine unplugged. The machine was unplugged but did not resolve the issue. A maintenance person came up and told us that the noise is due to the electrical room right behind the suite. We were then offered another suite which was smaller and had a direct view of the back of one of the hotel buildings. Although the elevator noise was noticable, we ended up moving to that suite that same day. I want to note that the staff actively tried to resolve the noise issues especially Angelica. Although we were not totally happy with the suite and view, we settled. We had a late lunch on our first day at the poolside bar which we remembered as very good. This time, the bar was dirty, staff was not attentive and we were served a cold burger and edamame. We came down for Breakfast (Black Rock Grill) the next morning at 6:30 AM and had to wait for a table, then were seated at a table next to the bussing station and then another one by the coi pond that was wet from the rain. The staff did not offer to wipe down the table and after requesting to be re-seated again we ended up inside which was fine. During our Breakfast experiences we noticed staff being disengaged and not attentive. Did not see a manager throughout any of the Breakfast meals we attended. We rented a cabana on our second day which we remembered from last time as being very well appointed and service being great. The service this time was horrible, we had to walk up to ask for water multiple times and did not see a cabana attendant for most of the day. After asking for more towels towards the late afternoon, we were told that they were out of towels. Again, another disappointing day due to lack of service and attentiveness from the staff. On our second day, we decided to have dinner at the Black Rock Grill. The service was better than during breakfast but the food was horrible. The Maui Onion soup was probably the worst soup I ever had.
After the dinner experience at Black Rock Grill, we decided to shorten our stay to only 3 nights to move to a non Starwood resort which we absolutely loved.
The hotel seems mismanaged, the food has gone downhill, the rooms are in desperate need of a renovation, and lastly the staff is distracted, not attentive and unprofessional. I often share positive reviews, online and personally with managmeent but felt the need to write as this location does not live up to Starwood standards. We will not be returning to this location again and are hesitant at this point to book at Sheraton products again. Thanks for your time reading this.
April 25, 2015
Rated 1 out of 5 by Mauimom03 Desk Service rude
I stayed from approx. only a few hours.
When checking out, I was charged $35.00 Wifi fee. I don't even own a phone and a little over $19.00 for "facilities". What the heck. Wasn't there less than 24 hrs.
Desk wouldn't give me a mgr to speak with about WIfi fee. What is Wifi??? Very curt with me.
April 25, 2015
Rated 3 out of 5 by bravenuke it was ok
Food was good, great location. Black rock is undoubtably the best snorkel spot in northwest Maui. Other aspects were just so so. Staff wan't very responsive and the room was pretty old. The balcony is very small.
April 21, 2015
Rated 5 out of 5 by Kabini2015 Hotel and staff exceeded expectations
Excellent accommodations and welcoming staff with warm smiles
April 8, 2015
Rated 3 out of 5 by PingPingPing Our Stay
Recently spent 5 days at this hotel, had multiple problems with toilet not working, On top of this our room was located right next to the elevator that had a noisy ping every time someone used it. Imagine trying to sleep at night with a " Ping, "Ping" every few minutes.
When I spoke to the front desk at checkout she did not care, nor was she apologetic about it. I had to ask her to make a note in my file ( not sure if she did or just pretended) otherwise she would have ignored that too. Would have expected a better experience for the money.
April 5, 2015
Rated 5 out of 5 by gmjensen Great stay during winter break
We had a wonderful stay out at the Sheraton Maui in Feb. The staff is excellent at this property. Kudos to server Mireya D. at Black Rock restaraunt - she was so kind and efficient for all our breakfast buffets during our stay. Plus the guys at the snuba/diving rental area by the pools were excellent too.
March 24, 2015
Rated 4 out of 5 by WeloveMaui15 We will try another resort next time
The Sheraton Maui is a nice resort, we stayed in the deluxe ocean view room and we were impressed with the privacy and views of the islands Molokai and Lanai. We were there during whale season and woke up to the sound of the whales and ocean every morning, it was beautiful. What was disappointing was that we exchanged convenience for privacy because in order to get to the lobby, restaurants, pool and beach area we had to take 3 elevators and a 10 minute journey to get to any of those place. For the price of the room I was expecting more of an upgraded bathroom also but was disappointed to find a standard tub, shower and a toilet that we had to have maintenance come fix twice during our 5 night stay. We enjoyed our stay at The Sheraton, but we want to try another hotel on the same beach next time.
March 13, 2015
Rated 3 out of 5 by gobears99 Good, not great. Acceptable, not exceptional.
Nothing bad happened to me during my stay. Everyone was friendly and helpful when needed. Questions were answered cheerfully and all staff were responsible. Although the hard product in the room was just a bit below my expectations. Room could use a refresh, definitely in the bathroom (water pressure too low, shower head old, drab tile). Furnishings were just okay.
The grounds are beautiful and views are tremendous. Snorkeling off Black Rock was fantastic. Easy access to beach and pool.
Spa does NOT have a sauna/steam room/jacuzzi. That was a disappointment.
If you don't need a fancy room and are more concerned with the view and access to fun activities, then I'd definitely recommend Sheraton Black Rock. Staff were all very nice and would really bump my overall rating to 3.5 stars.
March 4, 2015
Rated 3 out of 5 by MTMauiHome Front Desk Needs Attitude Adjustment
Overall this hotel is beautiful and most of the staff is warm and welcoming, then there is the front desk. SPG prides itself on “Efficient, Personalized Check-In” well this was not felt. We are permanent Gold with SPG and stood in the line marked for clients such as us. The 2 staff at the check-in desk ignored us at first, then glared at us, then finally acknowledged us to the “regular line” people with “we have to help them first”. Then proceeded to tell us that they would upgrade us to an ocean view room, trouble is that is what we booked! When we stated that this to the staff person, they said no we didn’t. I then asked my husband for his phone, pulled up the SPG app and showed her. Her answer was, in a very disgusted tone “when did you make this change to your reservation. Oh wait, I see that they didn’t change you room type. I guess I can move you to an ocean front room”. I smiled and said thank you, trying to lighten her mood. Then we asked her, very nicely trying to take the scowl off her face, about SPG Crossover Rewards since the reservation was under my husband’s name and he is Diamond Status with Delta Airlines. Her response was “I don’t know”. We said last year they said we had SPG Platinum benefits from his Delta Airlines status. She then said she would go ask in the back. When she came back she told us she, nor the supervisor, “knew anything about the SPG Crossover Rewards but if we got that before she guessed we got it again but she would call us if that changes”. We never heard from her again so we decided to go on with our vacation, with the Platinum bracelets given to us, and figured maybe she was just having a bad day.
Then when we went to check out, again we went to the line for Gold SPG status and the 2 staff again ignored us and the other 6 people in that line. We asked about the charge for the valet since we shouldn’t have had one based on the Platinum Status, and no one told us any differently. She was rude and loudly said “I don’t know about that, it says you are Gold so you have to pay”. Wow, loudly being shamed in front of 20 other people, at that point all we wanted was our bill. It wasn’t worth talking to her, as she had made up her mind and we felt embarrassed. It wasn’t the money it was the serious lack of training and customer service that was the most appalling of the stay.
Sheraton says that “…every guest feels a warm and welcoming connection…” well this experience with the staff at the front desk was anything but warm or welcoming. We travel a lot and can honestly say that out of the over 170 nights a year spent in a hotel for work and vacations the experience with these front desk people was in the top 3 worst experiences.
Please get your front desk staff better educated in SPG Crossover benefits and remind them the are the first impression guests receive of your hotel.
We would still recommend the hotel because of the location and the rest of the staff was excellent.
February 22, 2015
Rated 4 out of 5 by Dick47 Best overall hotel in Kaanapali
We have been coming here for 30 years and have stayed 15 times. Overall, the hotel is terrific and the staff is excellent. We have the same suite each year and see many returning guests. The hotel does need some updates - the furniture in the living area in our suite is very uncomfortable - some general areas are tired, but the staff is great. The breakfast buffet is excellent. The pool bar food menus need a lot of work. Those used to be good, but only the addition of the high class hot dogs was good. The skewers and other items on the old menus should be revived. Teppanyaki Dan is great for dinner but Black Rock is just average. More single malt high end scotches should be added to at least the indoor bar. The spa is below average. All of the bartenders, waitstaff, front desk and housekeeping personnel are terrific.
February 13, 2015
Rated 2 out of 5 by PLS2015 obstructed ocean view rooms
Overall, not a 4 star experience:
We booked an ocean view room directly with sheraton.com , but received a ground floor room with the ocean in the far distance. The front desk agreed to move us 2 days later. The next room had a giant palm tree directly in front of the balcony! You had to look through the palm leaves to get a glimpse of the ocean. Buyer beware!
-breakfast buffet - omelets burned
-rooms are comfortable, however bathrooms need to be renovated
-good location for snorkeling
February 11, 2015