Rated 5 out of 5 by Pat99 Love this resort!
This was our 2nd stay at this resort. We chose to stay here again because of our first experience here. Beautiful property, great staff, great location.
July 20, 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 The room was very outdated and as basic as a room could possibly be, not what we expected from a Sheraton or an SPG property.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 2 out of 5 by Richard13 Only Thing Great about this hotel is Location
The Hotel and Rooms are in desperate need of updating. I thought I had stepped back into the 50's. The food in the restaurants was mediocre. Most of the staff was pleasant until check out.
July 5, 2013
Rated 5 out of 5 by OzJohnno The perfect relaxing holiday
I cannot fault the hotel. The grounds are immaculately kept and the staff, in every instance were courteous, kind, attentive and knowledgeable. My wife and myself will certainly be revisiting the Sheraton on Maui next year. This time for a longer stay.
July 1, 2013
Rated 1 out of 5 by 2013mg Sheraton Maui
I had a room which cost approximately $369 per night plus $30 resort fees. The resort fees included wi-fi, and parking.
The internet was terribly slow. Some days I could not do anything on the internet but yet when I would log on, Sheraton had the nerve to ask me if I wanted to pay $16 more for faster internet speeds. I already paid for wi-fi in the resort fees (and it was terrible). Why should I have to pay more for a reasonable speed.
I reserved a room with 2 double beds and it was supposed to have a sleeper bed. I only had 2 double beds and when I asked the front desk where was the sleeper bed, they said the brand of double beds was sleeper beds. This is a bit misinforming when booking the room. The front desk did however tell me that I could pay $200 more for an upgraded room that included an additional sleeper bed. They told me these rooms just became available. How convenient for them. The double beds were very hard too. The lack of having the sleeping sofa (as my reservation stated I would) and the fact that these beds were very hard made my 5 night stay very difficult.
I was also in tower 3. This tower needs to be renovated badly. The carpet is very old and torn in places and the room layout is very outdated.
Also breakfast at the Sheraton is ridiculously high. $16 for oatmeal. Seriously. It costs less than a $0.25 for a bowl of oatmeal. You rip me off on the wi-fi and now you want to rip me on the meals too. No thanks.
I could go on and on but I won't. Basically $400 for an inadequate, uncomfortable room.
On the positive side the concierge's are helpful and if you want to spend $150+ on massage services, my wife recommends the spa services but once again it at additional costs. Beach access is very easy and quick. Also the pool is very nice
The Sheraton Maui wants to squeeze any money you have left out of you. Based on this fact, I would not recommend this hotel to anyone.
June 30, 2013
Rated 2 out of 5 by SeattleRain The hotel room is old
As of June 2013, for the price you paid for, I wouldn't recommend staying in this hotel. The customer service is friendly, but they are not willing to invest in the room that you stay in. Nothing is free and be aware of the resort fee. I recommend using self parking and don't use Valet ($$$) even though it's free. You may not find parking near your room in the late evening and have take a long walk to parking structure with no sidewall to it.
June 28, 2013
Rated 2 out of 5 by Michael01234 Hotel Needs Improvement
*Front Desk had a single person multiple times throughout the day with a line of 5-6 people. I've had much better attention at 3 star hotels.
*Rooms were small and old.
*Bathrooms were extremely small and very old.
*Pool was a decent size, but not nearly enough chairs.
*The breakfast was absolutely horrible and expensive. I would suggest eating somewhere else.
*The best part of staying at the Sheraton was the beach, but unfortunately you can stay at any of the other hotels and walk to this portion of the beach.
June 26, 2013
Rated 5 out of 5 by STONEMAN924 The perfect Hawaiian Vacation
It's rare to say a hotel stay was perfect, but this one was. Everything about the room was outstanding, the staff was most helpful & friendly and the Black Rock restaurant served us the best meal of our 12 night stay. Would not change a thing!!!
June 25, 2013
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 4 out of 5 by Pebo Great view, lots to do, WiFi sucked.
Black Rock is one of the best places to snorkel so it makes sense to stay right there. In addition, the pool is really nice. What we really enjoyed was that we didn't have to leave the area many of the days of our stay. This makes vacationing very relaxing. The on site Luau was great, not a big as the one we went to down the road 5 years ago which is a plus to me. We ate at a few of the local restaurants and the food and service was very good. Larry at Black Rock even took the time to look us up and learn our first names which I thought was a great touch.
The only negatives were that our in room fridge wasn't cold enough for the milk we bought so we needed to get an ice chest and the WiFi really sucked. I'm sure they deliberately do this in an attempt to get you to pay $16/day for their "premium" WiFi service. This is 2013, the good businesses realize that offering decent (note I'm not expecting great, just decent connectivity that doesn't go up and down and throttle moderate usage regularly) WiFi is a part of doing businesses. I call it the Starbucks vs. Peets mode of operation. Starbucks gets it, they just offer you free and good WiFi. Peets, they make you get a number to sign in and you have to go to the desk. That number expires in a couple of hours. Having good WiFi makes attracts people who need decent connectivity to your business whether it's coffee or a vacation spot. Those people will notice and will make choices based on this simple benefit.
In short, I highly recommend the Sheraton Maui. The location is perfect, the Luau was great and the local restaurants were great. The snorkeling and swimming were very enjoyable. Not having to drive to swim/snorkel were very welcome. Please, just make the normal WiFi not suck and it would be perfect.
June 21, 2013
Rated 5 out of 5 by lisalovestotravel Beautiful setting and facility
This was our first trip to Maui. We thought it would be nice, but it completely exceeded our expectations. The staff at the Sheraton was fantastic. Valet, Bellmen and F&B staff were really friendly and helpful. I would recommend this hotel to anyone. Great job Sheraton.
June 18, 2013
Rated 5 out of 5 by jweeks915 Awesome Venue
Even though we were not there for whale season, the views are spectacular. The staff was incredible and the facility was amazing to be an older property. Would highly recommend.
June 16, 2013
Rated 2 out of 5 by LC33 This hotel needs some work
We arrived expecting the most amazing hotel and experience, but we were disappointed after realizing that hotel seemed to be in need of some work, and the service from the staff was shockingly poor. Especially the service from the front desk, it was well below our expectations checking in and out. Upon checkout we were not even asked how our stay was, and when we volunteered that it was disappointing, it was not even acknowledged.Overall, the stay was not up to par, and we would not recommend it.
June 15, 2013
Rated 1 out of 5 by Mike376 Second Time Around Disappointing
Last year, my Wife and I had our Honeymoon at this hotel. Everything was excellent and couldn't be better. The following year, 2013, we brought the kids and used some Star Points to book this room. Our room was a huge disappointment, the ocean view was on the first floor and there were kids playing lawn games all day long right in front of our patio. The sliding mirror closet with the safe had both doors off the track, I fixed them both so that they were back on the track. The Bathroom was a mess, the shower had no water pressure and the top shower fixture was loose as can be so you couldn't put the hand held shower on the upper fixture to take a shower, you had to constantly have it in your hand. The ceiling had a ton of black marks on it, mostly looked like bugs were smashed on it. the fridge in the room didn't get cold and our bottles of water and juice spoiled, $75 down the drain. Bottom line is that the inside of the Sheraton seems like a cheap motel instead of a resort.
June 12, 2013
Rated 4 out of 5 by Dar69 Grant
The rooms are very nice, the location is good. A bit disappointing for the pool bar area. Staff was not very friendly. Stairways to parking garage and at the end of the hallway are not very clean or taken care of.
June 10, 2013
Rated 4 out of 5 by CJspg Maui Paradise
The Sheration Maui is a wonderful location to stay and relax. The grounds are well manicured and the beach is outstanding. However, some staff member could use additional customer service training.
June 7, 2013
Rated 5 out of 5 by Mouse Beautiful Sheraton
The Sheraton at Blackrock on Maui is truly a jewel. You would never know she is 50 years old. Being SPG Gold we were able to be upgraded to a Deluxe Oceanview, and it was wonderful. The view was awesome. The breakfast buffet is to die for and all the waiters and bar tenders were very friendly and informative. The shuttle that is provided between the resorts and Lahaina is also an added plus. We would definitely recommend the Sheraton at Blackrock.
June 7, 2013
Rated 4 out of 5 by runner8 Good hotel and location but a couple noteworthy downsides
Overall this was a good hotel to stay at and had a very good location in terms of proximity of fun things to do. There were 2 downsides worth noting:
1) Room cleanliness. It was pretty obvious they didn't clean the bathroom all the time... I was peeling fruit over the sink and some fruit juices dripped onto the counter. They were still there, dried and crusted at the end of the day even though the room had been 'cleaned'. Leaves me wondering what else was not cleaned that I couldn't see with my own eyes! yikes.
2) Spa charges. I was told if I got more than one spa service in one day, it would be 10% off. So, I scheduled 2 spa treatments in a day but I was still charged full price. Not cool.
June 5, 2013
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 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 3 out of 5 by Nancy66 Not what I expected
Great pool, and the beach is awesome. The outside areas are super clean and kept up. They have 3 restaurant all three were pretty darn good but they close so early and the wait time to get served and waited on was long. The front desk staff when we checked in was super rude, along with the vale. We had to ask 2 house keeping staff to help us find our room and what was at the hotel to do. which the front desk should have done. the Customer service staff took 2 1/2 hour to bring us two extra towels, we called back twice and they told us we didn't have to be in our room
June 3, 2013
Rated 5 out of 5 by rjsi Awesome views!!!
Loved staying at this hotel. We were treated well when we thought the travel agency booked a queen bed. They made the change and let us pay for the upgrade and it was well worth it! There is no other place that I would stay if I ever have the chance to return to Maui.
June 1, 2013
Rated 3 out of 5 by VacationerFromSeattle All good, except Ants in room and cockroach in hallway.
We had an enjoyable stay aside from a few minor issues. On the pluses - they have a nice courtyard/garden and beach.
Fantastic location next to blackrock - snorkeling was excellent.
There are a few things that turned us off from this place also however. Namely, the ants we found in our room, and a cockroach about the size of a half a banana in the hallway.
Other nitpicks, the Mai Tai bar's happy hour doesn't include Mai Tai's (WTH?)?. Rather deceiving wouldn't you say?
$17 for a moderately sized plate of nachos? I realize everything in Hawaii is expensive, but that seems a bit much for nachos.
Drinks are also overpriced for what you get, at about $11 per drink.
The gal at the Starwood club desk where they offer you 'free gifts' to come pick up was quite pushy and very eager to get us to sign up for their time share spiel. She was very concerned that we might come back and she wouldn't be there to get her "gold star" so we could only come back (according to her) when she was available and provided a list of the days she works. Serious LACK OF PROFESSIONALISM. The rest of the staff elsewhere (waiters/bartenders/maids, etc) were great.
May 29, 2013
Rated 5 out of 5 by Darren44 Back to Maui for our 25th
We just came home from a wonderful week at the Maui Sharaton at blackrock. It is at the end of a long Kaaanapali beach with great snorkeling. The pool , staff, and grounds are excellent. They upgraded us to an ocean view when we got there. Quiet,clean, perfect location ar all positives. The only down was the price of food.... 38 each for a buffet breakfast that would have cost 8 at home...so go to Safeway 3 miles torwards Lahina and bring your own breakfast for low$.
May 28, 2013
Rated 1 out of 5 by maxwhirl Small, crappy rooms and terrible service
Facility is alright but clearly needs a refresh; feels like the top of the line circa 1985. Of course Maui is beautiful and this location is pretty good, but this resort is a poor choice. We felt "nickel and domed" at every turn with absurd extra expenses, stupid coupons we were supposed to carry around with us to get services that we were told were included with our bill, a hard-sell "upgrade" at checkin that I totally resented paying for (NOT WORTH IT!) and overall mediocre facilities. Worst of all is the buffet breakfast; straight out of costco, it's all too obvious that the $30/per person fee is paying for about $2.50 of value. Worst of all, (some of) the staff was rude and disrespectful(especially at the breakfast buffet check in). Teppen "Dan" restaurant was a sad imitation of Benihana (at only twice the price!). The beach is lovely, but in Hawaii all beaches are public property, so you can take advantage of that without paying for this ridiculously overpriced, mediocre and very dated hotel.
May 28, 2013
Rated 5 out of 5 by Perky Wonderful Time
Had a great time on the property, and the pool & beach were very enjoyable, and relaxing. The room was the nicest of the trip between the islands. Staff was very attentive.
May 27, 2013
Rated 5 out of 5 by Cat13 Felt really part of the family of Sheraton
As a returnee twice a year I am given so much love and attention from the desk to the beach to my wonderful "angel room cleaners. " It is just awesome.
May 26, 2013
Rated 3 out of 5 by bb0505 Great location
This hotel has a great location, but the facility itself is nothing special. The staff needs to be trained properly. With the exception of 3/4 staff members, every one else needs to remember that the guest is paying their salary! What does it take to greet customers with a smile? I feel this is a lack of training on the part of Sheraton management. Also, the food is not very good.
May 25, 2013
Rated 3 out of 5 by texasgirl not as good as 2 years ago
2 years ago was our first stay, i have also stayed at other starwood hotels on the mainland. but this may be my last stay at this location. staff was attentive when you could reach them, but 2 out of 3 calls to guest services were unanswered. they now have wifi in the rooms which is a nice improvement, but the coverage is spotty unless you upgrade the service. for the quality that this resort portrays, i shouldn't have to chase housekeeping for towels or face cloths. overall an average facility this time.
May 23, 2013
Rated 5 out of 5 by seanNem Great view!
We loved our wrap around ocean view balcony!! Very relaxing with the sliding doors open at night listening to the waves!
Only thing I would of liked was better water pressure for my shower. But otherwise wonderful property with beautiful grounds and of course great beach.
May 20, 2013