Rated 3 out of 5 by PaulVA Review your room choice
I strongly recommend to carefully review your room choice during check-in. Ocean view does not necessarily means a good view or proximity to the ocean. I bought a travel package which included the hotel.But I paid good amount of extra money to get an unrestricted ocean view room. During check-in, I was told that I was given a complimentary upgrade to a so-called 'deluxe' room. In fact the so-called upgrade put me to the furthest corner of the building with a partial/ restricted view of the ocean. This was very disappointing. When I approached the front desk, they ask a $75 extra per day to get a room at the same level with a better view of the ocean. Otherwise the experience was as you expected when you paid that much.The positive included closeness to the black-rock and beach, a festive atmosphere and an excellent pool. Rooms are small, amenities are average except the bedding which is consistent with Sheraton standard.
April 18, 2014
Rated 2 out of 5 by BrendaH Sad Lack of Service
I have stayed at this hotel now three times and have to say that the level of service now is absolutely terrible. The first thing you get to experience is waiting over a half an hour just to check in. Then the sad state of the rooms with broken light switches and telephones. Please do not try and call down to the front desk or even the operator as there are times of the day and evening when nobody answers. That brings me to dining...although we had a couple of terrific waiter/waitresses, I couldn't not believe it when I asked someone that was just standing around doing nothing for some kechup. He got it for me and then proceeded to complain to a coworker about it. Management needs to take a good hard look at this place and make some changes soon.
November 7, 2011
Rated 4 out of 5 by Aussiescot7 This hotel is well positioned
Generally the hotel was good. The catering at dinner left something to be improved particularly the Black Rock Restaurant where the food was below expectation.
Breakfast was good and also the lunch facilities The Japanese restaurant was god
April 26, 2014
Rated 5 out of 5 by DonMaria Great vacation
This was our third stay at the Sheraton Maui and it was our best stay- the upgraded room was nice (thanks SPG) and everything was perfect for our week in paradise. The pool and beach were a great place for our 5 year old. The hotel was close enough to all the action of Whalers Village but on a quiet corner with good snorkeling.
April 18, 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 4 out of 5 by Sigmund49 Friendly, but hard to overcome an aging facility
Gets a recommend, but not with enthusiasm. We were surprised that while the claim was made that this facility was updated, our room was really quite ordinary. Nice view but old shower fixtures, no fan in the bathroom, mildew forming on the bath/shower tiles. Some outlets did not work but power strip on desk was appreciated for device charging. The ocean view was great and the staff tried hard, but I was not pleased with the value of the room. WIFI access did not work, required help-line intervention to get the access.
January 23, 2013
Rated 4 out of 5 by BlackRockFan Wonderful Stay!
We've been coming here for more than 15 years. At first we were put in a very tiny and dark room on the first floor building 4, but Ivy and Grace were very helpful and they moved us to a brighter and larger room in bldg 3. Overall, the hotel was much like we always remembered it! Black Rock is a wonderful and serene place. The only recommendation we have is that we noticed the carpet in the hallways in bldg 3 and 4 is showing some wear. We hope to return in the next year!
February 21, 2014
Rated 5 out of 5 by spgMichelle Can't wait to come back
This property felt like home, even though my home isn't a multimillion dollar spread.
The design of the new added to the old is brilliant and inspired. We had been here 10 years ago and we are pleasantly amazed at the additions. Thank you thank you, this company continues to outdo! I am very happy to be associated with this property through our ownership with Westin spg. Wow, good choice we made 12 years ago to become an owner!
March 18, 2014
Rated 3 out of 5 by Pete Disneyland
Pretty decent snorkeling around black rock but that's about all the positives going for this hotel. The hotel itself is a huge resort for the masses. Pools are busy as well as the beach with many people coming for the black rock. The buffet breakfast is really not worth the money. Also, a lot is explained during the check in but how about maybe giving some kind of summary of things on paper and not relying on the guests to actually memorize everything. I mentioned that breakfast and few other things were below the standards of other Sheraton hotels I've stayed and the only answer was that different resorts have different standards/policies/selection. I understand that but hint hint; you're not quite meeting the standards of the others.
We had good time in Maui but next time we'll be looking for smaller and more personal place to stay.
March 3, 2014
Rated 3 out of 5 by RonW Disappointed
This is a high end hotel that needs some major remodeling. For a hotel that charges high rates, one expects a better furnished room. There were signs regarding a future remodel of the hallways, which were in terrible shape....our room had a good location-ocean view, top floor, but even with all that, the price should be discounted if you offer below par hotel.
the grounds were nice, and the location by the black rock is nice. The staff was very friendly, and the buffet breakfast was delicious, although a bit on the high side, and the a la carte menu did not offer any cheaper alternative. We have traveled all over the world, and in most countries breakfast is included. Here the hotel should have packaged a special deal for breakfast, as they do already charge the resort fee on top of the high price of the room. I expected a better facility from a Sheraton at this premium beach area.
March 20, 2014
Rated 5 out of 5 by Flyers16 Excellent Hotel
Excellent Vacation Experience. The grounds are spectacular and so are the views. Quality service on balance. Best Pool in any of the Sheratons that I have stayed at.
April 19, 2014
Rated 3 out of 5 by JC402 Great location - could use an update
Great location. Love the beach, love the pool area. Concierge and pool staff were exceptional. But the old girl could use some updates. Hallways, carpets, and some provisions are worn and showing age. Better quality towels and shower head would be a nice start. Being an SPG member got me nothing, not even recognition. I was also disappointed in the room type that was provided. I almost had to stand on my head to get a room with a King bed.
March 3, 2014
Rated 3 out of 5 by SusanVT Had a very bad experience at this hotel.
We rented a car while we were in Maui, and parked in the hotel parking lot. The first full day we were there, someone broke our sideview mirror. We immediately reported it to the hotel, talked to an assistant manager, who called security. The security guard was very rude, basically said we park there at our own risk, and treated us like criminals. The next day we called the head manager, left a message for him to call us. Two assistant managers returned our call, and the head of security, but NEVER did we hear from the head manager. Sorry was all that we basically got. No signs or disclaimers are posted anywhere saying that you park at our own risk. Hotel was in a beautiful location, pool was beautiful, beach was beautiful, hotel was just okay, and rooms were just okay, needs to be upgraded.
November 10, 2013
Rated 4 out of 5 by SPG1 Relaxing atmosphere and great l;oation
The hotel is located on a great snorkelling beach so there is no need to take a boat or raft to go snorkelling - you can go whenever and for however long you want. The sprawling grounds and meandering pools facilitate a relaxed atmosphere; there is no hustle and bustle as assoicated with high-rise resorts. The working level staff is great and immediately responds to any issues. Platinum guests receive 2 free drinks (no limitation on choices) as well as free bottled water among other benefits.
February 12, 2012
Rated 3 out of 5 by Kathy05 unpleasant staff
I really enjoyed my break in sheraton Maui. The beach was so great that I met sea turtle and various kinds of fishes. However, a staff whose name is "Irene" made me upset when I checked in. She answered to my questions insincerely, and was not willing to help me. I cannot understand how this staff is working in this hotel.
Except her, I really liked the hotel because of its location and beach.
March 13, 2014
Rated 5 out of 5 by Kimo1 A Perfect Getaway
Being an Oahu resident, it is always nice to vacation on a neighbor island without having to travel for hours. The Sheraton Maui is always a welcoming, relaxing, and beautiful property to return to. The perfect time to stay is during whale season. We had a great view from our lanai and would watch whale activity for hours. The Sheraton Maui has become our favorite getaway.
March 13, 2014
Rated 3 out of 5 by jamjam Not as expected
Decent hotel facility; although very little customer service and inattentive and unfriendly staff. Starwood Preferred Guest status got us nowhere; except a room very removed from everything. Long wait to check in and turned away to wait in long line by SPG customer service rep who stated they were too busy to service just SPG members. Pool Bar staff great; although Japanese restaurant needs much improvement to make the clients dining experience exceptional. Food ok.
October 20, 2013
Rated 5 out of 5 by PBianchin Beautiful position and hotel
What a beautiful position. Turtles and reef fish at your finger tips and a exceptional hotel to match. We travelled 3 islands and this was by far a favourite,.
April 9, 2014
Rated 5 out of 5 by recking1 You get what you pay for...
Great spot in Lahaina. Family, swim and snorkel friendly. Oh yeah, and walk to golf/shopping or take a shuttle around town. If you go, ask about the club lounge, good value for starwood members.
April 3, 2014
Rated 5 out of 5 by Skinny Wow, what an experience
The position of the Sheraton was best on the beach. Snorkelling with green turtles at Black Rock is an experience we will not forget. Sheraton only minutes walk along pristine beach to Whalers which had fantastic restaurants and live music every night and prices comparable to Australia pub meals. Our oceanfront room on top floor was beyond our expectations overlooked beautiful gardens, the pool and absolute beach views. Pool was incredible and water temperature was perfect for cold frogs like me, as was beach water temp. If renovations were happening we did not know of it so can only assume were finished. Pool side restaurant were fun with good food at reasonable prices. What more can I say, our holiday at Sheraton Maui and Sheraton Kaui was perfect and if we go back to either island we would never stay anywhere else but Sheraton.
December 13, 2012
Rated 2 out of 5 by ebrod Sheraton Maui Review
Our recent stay at Sheraton Maui was not the best vacation experience we've had. On arriving from the airport via shuttle, there was no bell man and we waited a long time in the Porte Cochere? sp? When we finally were taken up to registration we also waited a long time. The hospitality factor was lacking and the hotel looked a bit dated. We also were disappointed in housekeeping. They constantly forgot items that should have been stocked in our room.
March 17, 2013
Rated 5 out of 5 by Pecanannie fabulous
This our 4th year in a row to stay at the Sheraton Maui. We try to get the same room each time or at least same floor (4401-4412). The grounds are what set it apart from the other hotels on Kaanapoli beach. Rooms are dated but just fine and spacious if you choose one of the ocean-front rooms. We love it ! Staff is wonderful,
always eager to make our stay great. We will be back if able (age 77 & 78). Plenty of young couples and families are around.
August 29, 2013
Rated 5 out of 5 by Lauriek1010 Beautiful Location and ammenities
This is the 4th time I have stayed at Sheraton in Maui. I love the location and views. The pool staff were not as professional as the staff elsewhere. Our housekeeper was remarketable, she did an awesome job each day.
March 29, 2014
Rated 2 out of 5 by B748i Expected better
I really do not feel that you get the value for the money here. there were at least 3 things in the bathroom that needed maintenance-exposed nail, bathroom door handle and the bath tub grout. outside while sitting on the lanai you hear a large air conditioner or motor of some kind and not the waves crashing in on the beach. My wife and I feel that we would not return here.
February 16, 2014
Rated 4 out of 5 by tallyman Some issues
There was no monitoring of whether persons enjoying the facilities were hotel guests--this was especially obvious at poolside. In addition all shaded chairs at poolside where staked out with towels the night before, making it impossible to get a shaded seat even by going out at 630AM. Also room makeup was exceedingly late most days even though room was unoccupied--even had to call desk one day about 6pm to ask that room be made up.
September 23, 2013
Rated 4 out of 5 by MauiResident Hotel staff
1. Excellent valet staff
2. Check in was very slow. Had to wait for over 10 minutes to check in. Took a while before more staff was added to process front desk requests.
3. Housekeeping staff were very friendly.
4. Restaurant wait staff were attentive but slow. Food was very delicious.
5. Starbucks coffee cart line had about a dozen people waiting in line. Popular feature that perhaps could be enlarged and provided more staff.
January 6, 2013
Rated 3 out of 5 by sue55 Short stay after Thanksgiving
I stayed a short time and was very dissapointed in the staff and food, everyone seemed exhausted, the Starbuks hostess was rude, the coffee machine at the resturant was broken for Latte. I love blackrock beach that is why I go. I rented a cabana each morning they were ripped, for the amount of money you pay the should be nice. I have stayed here on other occasions and have had good service so I was dissapointed this time.
December 5, 2011
Rated 5 out of 5 by Sandy2014 The hotel has great features
The hotel and it staff was friendly and helpful. The food was great.
April 2, 2014
Rated 5 out of 5 by Bryan808 Fantastic Stay
Everything was perfect, the kids loved the hotel and beach.
March 24, 2014
Rated 2 out of 5 by Jlriva Rooms need updating
Stayed in the Ocean Front room (most expensive other then a suite)
Balcony barely fit two chairs. Overall facilities need a makeover. Carpeting in hallways "de-bonding/bubbling up". AC labored continuously trying to cool room,
Bathroom needs update. Tub chipped and stained. Outside grounds were the only Brightside. Pool was good and public beach well maintained.
September 10, 2013