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 1 out of 5 by Ono4 pretty unhappy
i made the reservation for my daughter to stay one night prior to checking into our westin villa condos. i told the person making the reservation it would be my daughter using the room. when she arrived there was no record and the check in people were not really very friendly nor understanding. they begrugingly said "well we will honor it this time " not saying whether if they didnt honor it they would not have allowed her to check in. i got on the phone with her but they didnt want to talk to me . As a platinum member this is not what i have come to expect from your orgainzation. i do not understand the issue and want someone to call me to explain just what the big deal is about my family using the rooms that i paid for .
April 6, 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 4 out of 5 by John99 Beautiful Resort
First let me preface this review by saying I am Starwood Gold so I do hold Sheraton to a quite a high standard. First thing I would say is this is a stunning resort right beside black rock. Check in was a breeze, and the front desk staff was very helpful. While the resort is very spread out, if you don’t mind a small walk each day you cannot beat the views that it provides. The only draw back I found was that not all the staff are as helpful as the front desk staff. We primarily had 3 small issues that need not have happened, and could have been solved quite quickly I thought. However, 2 of the three never did get resolved ( daily paper, maintenance issue) and the third we had to keep reminding the front desk about. We ask for and were confirmed a late check out but the front desk did not put the confirmation into the system. After three visits back to the desk they finally got it right. While this in no way spoiled our vacation I really do wish they could have dealt with the issues in a more professional manner in keeping with the exceptional quality of the resort. However, overall I would give this resort a very high recommendation, and hope that they invest some more in training staff with how to deal with customer issues.
December 25, 2011
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 3 out of 5 by Mission Great location, Not so great hotel
Stayed the last five days of April. After reading reviews I thought I had a pretty good idea that I should keep my expectations low. The beach at black rock is great but don't confuse that with the hotel. The hotel itself is no big deal. The pool area and grounds are ok but nothing to write home about. The hotel was not very full with lots of empty rooms. I am SPG Gold which means nothing at this hotel. No SPG recognition, no "enhanced room", or welcome gift. My room was on points and overlooked the parking lot. I believe that I would have received the same room with no status. We did have roaches in our room but hey we were on a tropical island, no big deal. During our 3rd night we were awakened in the middle of the night by a major and loud disturbance between hotel staff and a couple down the hall. We did not feel safe at that point. I really hate resort fees which this resort charges. It includes parking and internet. At over $30 per day it is just another money grab. The staff are nice but it seems a little forced and not genuine. Upon check out I was never asked how my stay went. I am pretty sure they don't want to know. You still have beach access to black rock even if you are not staying at this hotel. We are going back to black rock but we will be staying at a different hotel.
May 16, 2014
Rated 4 out of 5 by Anniv30 beautiful resort
We enjoyed our stay at Sheraton Maui and the staff was excellent. I will say that upon check in, the lady at the desk was not very friendly and was supposed to change our room because she said the lani could only accomdate one person but when we got to our room, she had not upgraded it at all but we asked for a second chair and we were able to both be on the lani at once. I loved the bell staff and the valets. What a nice bunch of employees and all were so helpful. We were celebrating our 30th anniversary on this first trip to Maui and was told before our arrival that they would upgrade our room upon our arrival but they didn't do this. Also felt the rooms need some updating. Loved the resort, absolutely beautiful!
December 27, 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 2 out of 5 by patel20 front desk no curtsy
I was check in on Nov. 27, 2014 and check out, Nov. 30, 2014,
My room was 4206, and I paid for Run of Ocean view, you can't see ocean from room balky. because its obstructed by property trees,i have picture of that,I paid money for ocean view room, I went Front desk and told this, Answer receive property have lot off tree, If they obstruct that's not our problem, we told that ocean view, its ocean view, we can't trees,
I return to room and enjoy my vacation with high paid room, no sense to argue with rough answer person at desk, but told her i will write review to top management, This I can do !!
December 3, 2014
Rated 5 out of 5 by Dan26 Restful Stay on Maui
Beautiful pool, soothing sounds of birds and the ocean, tropical breezes, friendly staff, very comfortable room & lanai - all made for a wonderful 1-week vacation.. Only problem: we couldn't get a place to sit or lie down by the pool the first day - the staff told us to save chairs with towels early in the day (8 am), which worked well for the rest of our stay. The Sheraton also did a better job during the week of passing out colored wrist bands to guests while asking non-guests to move so Sheraton guests could use the pool chairs.
March 8, 2014
Rated 3 out of 5 by Jackg 4 Star Property 3 Star Service
I recieved a nice email a few days prior to arrival asking what time I expected to arrive and if I would prefer a room on a high or low floor. We arrived around the 1:30 time that I provided in my email but the room wasn't ready. I was provided with the standard "check in time is 3:00" and a coupon for complimentary drinks. By 3:00 I had not recieved the promised call from the front desk so I returned to a clerk who made no secret that she was annoyed by my presence since the room was still not ready (3:30 that day). The following two days the room was not made up until after 2:00 and 3:00 respectively. I was told that I had recieved an upgrade to "the highest room category" which was an Ocean Front Room (which was what I booked). The room was on the second floor (I assume that the higher floors in the ocean front buildings were full). The room was perfectly nice with it's un obstructed ocean view but during our three day stay I killed no fewer than 4 dozen black bugs that appeared in the bathroom, by the entry door, and by the sliding door. (I understand that bugs exist in Hawaii but this was a little much).
The club lounge was very nice and Dyanne who hosted our breakfast two days and one evening was charming, recognized us by name and made us feel more like we were at the Four Seasons than the Sheraton.
Caroline who rented us a paddle board was very pleasant but the guys who begrudgingly handed over towels at the pool could use a lesson in smiles.
As I checked out the woman who accepted my keys at the front desk asked "how was your stay?". My reply "we had a few challenges with the property" was met with "oh, OK."
My wife and I have visited Kaanapali between 15 and 20 times, staying in 5 different properties. The Sheraton could be, should be near the top of the list but it isn't.
May 13, 2014
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 3 out of 5 by Johnri Overall rating
We stayed at the Sheraton and were satisfied but deeply resented the daily $36 "resort fee" as we got nothing for it. We were paying enough already. The "resort" is the hotel and the hotel is the "resort". Why charge twice? If you must charge this ridiculous fee, give us something for it or let us opt out. For example, give us free beach chairs, umbrella, boogie board, snorkel gear, daily drink coupon, a coupon for dinner in 1 of your restaurants, free water bottle in room, etc. These would encourage us to stay on the property and spend our $ there. We spent over $1,000 during the week we were in Maui, not a penny of it at the Sheraton! In part, not spending $ at the Sheraton was pay back for your obnoxious $36 fee. For this $36 reason, I cannot recommend your hotel and will not stay there again!!
September 21, 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 3 out of 5 by RDOC61 Needs Work
I chose the Sheraton Maui for the site of my second wedding. This was after carefully considering, literally, all of the properties on Maui, and also based upon my twenty previous Maui visits, including two to this hotel. I chose it based upon the beauty of the wedding site, and its proximity to a world-class beach, shopping and restaurants, as we had four other guests, none of who had cars. Had it just been just my bride and I, I would have chosen another property, for many reasons, as the cost was not much more, and the the quality of service so much better. However, the othern properties require a car to get around the local area. I will list my highs and lows for the Sheraton: 1. The original "wedding planner" (joke title) was fired when she stopped responding to calls or emails. We were not at all difficult, but needed the usual guidance in contacting vendors (such as the florist or photographer). She also was no help at all in choosing rooms for our visit, instead referring me to the map of the (very large) complex, with its somewhat difficult to decipher description of rooms and room locations. She was replaced after two very direct calls strongly requesting someone actually help us. Eva Stoecker, the Event/Catering Manager, stepped in (at the eleventh hour) and pulled it all out. We did not need this headache. The original "planner" needs retrained or replaced. 2. My bride's brother sent a monetary gift to our account for use in the spa. The hotel sent a card stating a "gift" was sent, with no explanation of what it was. It took three calls to the front desk to find out what it was. They had multiple excuses why they did not tell us what it was, and no manager returned a call at any time we requested (when we would be in) to discuss. 2. I ordered flowers to be delivered to the room upon our arrival. As we arrived at 7 PM on a Saturday, they were delivered earlier, and placed in the office behind the front desk, and only delivered after I asked if they had come. I guess no one could understand what the large floral arrangement with my name on it was for! 3. The hotel breakfast buffet is WAY overpriced! We all walked to the nearby shopping area for better food at a much lower cost, daily. From previous experience, I also chose to not dine in the hotel otherwise, as nearby restaurants are so much better. 4. The valet service was efficient and polite. Its cost was very reasonable. 5. The spa was excellent, but it is not managed by the hotel. 6. Until I specifically inquired, there was no explanation of how the $100 AAA credit (from my booking) was to be applied to my acount. 7. Both Eva and a front desk person worked to change our suite from a two bed to one king, and did a good job in getting us a an excellent suite that we moved into on our third night there. 8. The hotel map uses Hawaiian names for the buildings, yet the staff sends you to "Building 1", etc. This is simply confusing. As you can see, the front desk services need a lot of work..... Overall, I cannot rate this hotel at better than three stars, if that. Without its location, this hotel would not do well at all. I would recommend this hotel to an inexperienced traveler, who expects little form the hotel itself, based upon the stunning location and nearby shopping and restaurants....not based upon much in the hotel itself. As for me, I am unsure that I will return here. To add....I attended a meeting here before, and that went smoothly, except for vast problems with the room charges at checkout, that required a lenghty review while delaying my departure.
March 4, 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
Rated 5 out of 5 by Stoneharbor Exceeded expectations
After 3 weeks on Maui(2 at the WKORV),I reserved a day room for our last day on the island, utilizing points. 12000 points and a $30+ resort fee seemed high for 10 hours but I was informed and accecpted the fee. I was given a room at approximately 7 AM. My only request was for a room by the pool. My needs met availability. Very comfortably lounge chairs, unlike the WKORV. The Sheraton is a great overall resort especially for anyone interested in spending time in the ocean.
May 20, 2013
Rated 5 out of 5 by CanadalovesMaui2013 Excellent location & terrific service
We stayed at the Sheraton Maui in Jan 2013 whereby we found the service and location to be excellent. An easy walk to restaurants and shopping or free shuttle to town or to visit our friends nearby staying at another Westin property made this an ideal location. Although we didn't golf this time, the 2 golf courses nearby looked great! Even though it was prime season, the beachfront, pools and hotel bars and restaurants were not too crowded and we never had any issues with finding a parking spot, lounge chairs by the pool, snorkelling, tanning on the beach or waiting for meals/dining. Our room also had an excellent view of Black Rock, was clean and comfortable with good Wi-fi reception and very nice sitting/view areas in the atrium/walkway. Would definitely recommend this hotel to others and would stay here again.
March 3, 2013
Rated 4 out of 5 by rrickspan nice place to stay
the hotel and staff for the most part were great. the one thing I would say is watch for the added charges. during our stay we were billed $16.99 for phone usage and never called anyone but hotel staff. this I dont fee is right. also check on your free internet on check in. first time you log in the policy satate "FIRST DAY" is free they dont tell you to use that option all the time. the second option is to pay $16.99 per day for faster spped internet. this really should be explained as I only used the internet to look up maps of the Island. when I questioned the desk clerk I was told I should have used the free first day every day and was bill for the optional higher speed. sorry to say if the policies are that confusing and stall can not explain things to first time visitors I really dont see myself returning to this hotel.
February 7, 2013
Rated 1 out of 5 by Nicole75 Not up to Honeymoon standards
I was so excited to go to Hawaii for my Honeymoon, and it was less than great! The staff seemed unaware, the service took forever just to get some tea, they forgot to clean my room one day, and it just did not feel like any sort of special feeling that usually SPG does in their other hotels. I have stayed over 100 hotels at SPG, and this was my worse experience, not to mention, it was also my honeymoon. The only service team that was amazing, was the Valet!
January 3, 2013
Rated 2 out of 5 by RCMCJR Disappointed from check-in
I had a flight delay; got a 1st floor room facing the mtce building. Room had lamps that did not would, mold on the tub surround, sand and blond hair on the vanity and a bed which was not a dream sleep. No elite recognition. agreed to change rooms the next morning if bags where packed and ready to move. Ended up taking all day causing a lost day in the sun. New room had a view but the air conditioner did not work.
Many of these issues where met with indifference. The hallways were also crowded with fast moving construction guys working on a remodel.
December 13, 2011
Rated 5 out of 5 by Illinoismom3 Our stay at this Sheraton Maui was outstanding!
This is a beautiful resort. We visited in mid January 2013. The hotel staff was exceptional at all levels of service. The ease of using the facilities including the restaurants, grounds and beach were very family friendly. The pool was a little chilly, but the beach more than made up for it. We enjoyed the sunsets and the nightly cliff dive. We also used with the ping pong table and bocce ball sets on the grass that was provided by the resort everyday.
January 30, 2013
Rated 3 out of 5 by Taz007 Great Location--Best Snorkeling Beach
Great location on one of the best snorkeling beaches. Great time of year for Whale Watching. Kaanapali is great in February. Room was nice. Breakfast and dinner at the hotel was below average, not worth the calories or the money, however; great restaurants within walking or shuttle distance. Lunch by the pool was great. Staff said hotel was at 99 percent occupancy. Code word for poor service. February is always busy. I felt the guests were viewed as why the staff had to work so hard. No towels cards at check in, no towels at the pool at 12:30, difficult to get staff to answer phone to make dinner reservation, no late check out, absolutely no recognition of SPG status. I've stayed here many times before with no issues this was unusual. I would come again, I would not eat at the hotel...too many good restaurants within walking distance.
February 16, 2014