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
Rated 5 out of 5 by Paolo2098 Spring Break Family Vacation March 2013
Facilities, staff and overall experience was among the best our family have experienced anywhere in the world and clearly tops among Starwoods properties.
March 23, 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 1 out of 5 by YongFeng Worst experience in all SPG hotels
Good at location and view.
But I was very disappoint for a terrible Front desk man. And a worse call center and complain handle way.
I've forgotten the name of that Guy.
He was very un-friendly when my arrival and checking-in(around 12:00 pm). He wouldn't answer any questions I asked.
And on the 2nd night, I found that I left my glasses in the restaurant of this hotel. When I went to front desk to seek help. He was still very unfriendly and NO HELP! Finally I went to the restaurant and another staff David help me to find my glass out.
The most bad thing is, I complained this to the call center of SPG, again and again, lot of international telephone fee, no result and sound feedback.!!!!
March 5, 2014
Rated 3 out of 5 by tmr38 okay
It was okay but expected more for the price. the property was really nice but the food was definitely sub par and over priced even for Maui.
July 23, 2013
Rated 5 out of 5 by m324 Perfect Location
My favorite hotel in Maui. I have stayed at many high end hotels in Maui but I always come back to the Sheraton. Best location.
July 19, 2012
Rated 5 out of 5 by J4Man Clean, Nice Location
Great beach-side location. Some rooms are in isolated locations on property and confusing to find.
May 8, 2013
Rated 2 out of 5 by Plan4You Sheraton Maui
Not what I expected. Sadly, it failed to meet the expectations outlined by other travellers.
February 8, 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 Kathy56 Great location and hotel grounds are beautiful
Great snorkeling/beach/hotel grounds. Registration staff and concierge very helpful.
March 13, 2013
Rated 5 out of 5 by MarqueVI Beautiful hotel and location
One of the nicest vacation spots and facilities that we have ever encountered.
October 22, 2013
Rated 5 out of 5 by Microsoft Best of the Best
October 22, 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 Derek97 Incredible Views, Great Staff
From the second we walked in we were in paradise. Gorgeous entry way giving views of grounds. Welcoming friendly staff. Room was clean and comfortable with incredible views of the Kaanapali beach. Right next to two great golf courses and 15 minutes from the Plantation course. What a great way to spend our 20th anniversary. We'll recommend to all our friends and be back every year!
July 11, 2014
Rated 4 out of 5 by Sha85 Nice Beach
The Hotel is beautiful- I had a great time except the first night was a drag
we went there to get married and was never once asked if it was ok to be put in a handicap room with a shower that flooded the floor something horrible-
I love the fact that Valet was available 24 hours however, some of the morning guys are not too friendly. I've never known valet to bring your vehicle up and park it then throw you the keys in passing -
Also, I will add that room service is amazing and the grill by the pool is fantastic!
The hotel offers snorkel and other fun activitied for all ages- overall I give it 4 stars from a 5
August 7, 2014
Rated 5 out of 5 by brodieb We found the sea turtles, great spot
I would go here again for sure, we stayed in a deluxe oceanfront room and it was great. good view, large room. Its not all fancy but its clean and has a good island feel, we travel in other areas of Hawaii and it was very comfortable. Friendly staff. The onsite food is quite spendy so get the lounge access for breakfast and dinner snack for free drinks, its worth it. the beach is great, good snorkeling. Black rock is where the turtles are and its friendly to jump off of... First 20 minutes in the water I was swimming with turtles.. taking my kids later this year there...
April 26, 2014
Rated 5 out of 5 by bugly91 Great location, comfortable rooms
The beach is great here - snorkeling is a short walk away from your room and we saw fish, sea turtles and reef with plenty of coral. Black rock was also very scenic and there were plenty of people jumping off.
The water is very calm and is suitable for swimming, the sun is hot and it's quite perfect for family, sunbathing, couples - whatever.
The room was great, but we had two bulbs out and they had to be changed. Also, we called down to have the valet bring the car out and it never happened, so we had to sit and wait 15 minutes for this to happen. This made us late for our surf lesson.
March 14, 2013
Rated 5 out of 5 by KeithTenn Great hotel with wonderful staff, features, and amenities
We stayed at the Sheraton Maui Resort & Spa the week of Aug 24-31 and had a wonderful time. Received a nice upgrade from a resort view room to beach/water view room, based on it being our 17th anniversary and that we have stayed here at least twice in the past. Again, the facilities and staff did not disappoint. Small, personal touches like a welcome gift bag left in our room welcoming us back and congratulating us on our anniversary, along with a box of Hawaiian Host Caramacs and Hawaiian water, and a card for 2 free drinks at the Cliff Dive Bar are the kinds of "personal touches" that - while not much - made us feel special and will want to return. Only areas for improvement are perhaps clean and refresh the grout everywhere in the shower and surrounding areas, and work with the staff at the 2 bars at the pool area. One lady (J. Rhyke ??) was extra friendly when we rented one of the pool cabanas for the day, came over brought us water and took our drink and lunch order. 2 days later in the same location, a girl from the Cliff Dive Bar came over and when we again attempted to order what we had 2 days before, she quickly responded that "she can't bring the stuff from the other bar and that we'd have to get it ourselves." Ok, well, that doesn't help your tip any. On my way to pick it up at the other bar area the sweet girl from days before recognized me, said "Oh hey!" and asked how we were doing. Told her about the incident and she just acted like it shouldn't have happened and said, "I'll take care of you. That's not right."
September 1, 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 Branni A brief stay in Paradise: Sheraton Blackrock
We returned once again to this beautiful location. We were greeted warmly by Noah at the front desk and he made sure we were satisfied with our accommodations. We loved the new breakfast and evening reception area on the 8th floor in building 5. Dyanne was a very friendly and helpful hostess. While the complimentary beer and wine was appreciated, you might want to consider a cash bar for premium drinks. Thank you for a wonderful stay.
June 30, 2014
Rated 5 out of 5 by Norcaltraveler707 Beautiful views and facilities
I recently stayed at the Maui Sheraton for my birthday. I told the front desk staff at check in that I was a SPG member and presented my card. I was upgraded to a premium ocean view room in building four, on the fourth floor, from an ocean view room on the ground floor in a different building. Absolutely gorgeous view of Kanaapali beach and the resort grounds and pool. Daily breakfast buffet was included as part of my package, and I enjoyed the wide selection of fresh fruits, including mango, pineapple, and watermelon, as well as the cooked to order omelette bar. The hotel room and grounds were very clean and well-maintained. Just one caveat: At checkout, I reviewed my bill and found I was charged $14.00 for a Bloody Mary cocktail, including gratuity, which I did not order. The front desk staff said they would take it off, but the woman did not really seem to believe me. However, after she went into the back room for several minutes, she came out and apologized for the bill error. She showed me the bill receipt and it was from a different guest. She didn't know how it was charged to my account, but the bill was corrected. So, it pays to review the accuracy of your bill before signing off on the final amount!
July 19, 2014
Rated 5 out of 5 by lisa5 WONDERFUL!!!!
We had an amazing time at the Sheraton Maui! From the moment we walked in the staff was kind, courteous and helpful. We stayed in building 6, and our room had an incredible view. We saw whales the moment we walked out on to our private lanai, and watched as sea turtles swam around Black Rock. The snorkeling here was fantastic (the best we found on the entire island) and the grounds were impeccable. We took this trip to celebrate our 10 year anniversary, and we will most certainly be coming back with our 3 children. No need to look at any other resorts on Maui, this one has it all!
January 24, 2013
Rated 5 out of 5 by PlatinumMNTraveler Service and Staff Excellence
My wife and I spent 10 days at the resort for our 30th wedding anniversary this September, WOW did we love it! I travel around the world and expect a high level of excellence when paying for great properties. We were not disappointed and in fact we were more than delighted at the Sheraton! Before going, I called and spoke to the GM's Executive Assistant, Nicha. I explained why we were coming to the hotel and that I really wanted my wife to have an experience of a lifetime. Nicha assured me that this would be the case. We talked about what we wanted in terms of a room and privacy mixed with the beauty of view of the ocean. She confirmed us in room 4611 (in my mind the best room in the property) which overlooked the ocean and Black Rock. AMAZING! After a flawless Saturday night check in and help to the room by John from the bell staff, we were set. The next day we met Chase at the beach services location. Chase served us extremely well and I greatly appreciated his tips on the best places to stop and hike on the Road to Hana. The other person we met from that staff was Jason (from Las Vegas) that made our trip enjoyable when at the pool. Another great staff member was Sean, Front Office Director that made sure all of the details and services for our room were handled for our suite and our late checkout. Another favorite employee was Virgil, the manager at the Valet desk that smiled and could joke around with me when my car was brought around. Virgil's staff was courteous and kind and I trusted them with my rental car. Last but certainly not least was the concierge staff. We found that everyone was helpful, we had Lorri work with us several times for finding things to do and great restaurants on the island. Masterful! The housekeeping staff is often overlooked, I will not overlook them. Our room was always neatly made and cleaned and we thank all concerned. I highly highly recommend this property and want to thank everyone that made this anniversary special.
September 25, 2013
Rated 5 out of 5 by Eleonor This hotel has great features
nice &clean hotel, friendly staff,
September 1, 2014
Rated 3 out of 5 by sjkoen location is nice, but that also brings in non-guests
I enjoyed the grounds and my room very much. Some things could be in better condition like the balcony doors, shower and electrical buttons and outlets, but all worked and things were okay - could just be better.
staff was nice
grounds were nice and I loved walking from my room to where I needed to go on the lawn, made for pleasant walks around property
What I didn't like was the staffing (or lack of) in the pool area - there were many non-guests using the pools and some of them were quite rowdy and disrespectful kids and adults in the mid day, so not late at night (walking in the fenced in areas, jumping from bridges, jumping into adult pool using the life saving pole as high jump) - there was no one monitoring the pool area to make sure only guests used the pool. garbage by the beach wasn't emptied enough, so items were just left on ground to blow back onto the beach
the lobby could be so much better if it wasn't being used as sales space - the vacation and picture sales should be off to the side somewhere, it made what could have been a nice entry and meeting point, not so nice
July 14, 2014
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 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 3 out of 5 by LHAug2014 Sheraton Maui
The resort grounds were lovely and with some tweaking this could be a great place to stay, however the customer service was lacking - at check-in nothing was explained to us and we were just vaguely waved off in the direction of our room. The excessive 'pending' changes on my credit card left a bad taste and the fact we needed to log on ot the internet every day was an annoyance. The shuttle bus was a great service however.
August 25, 2014
Rated 4 out of 5 by AJWill Beautiful Location
I would stay here again but we used SPG points for a free room and it was one of the worst rooms on the property. There was a constant noise that kept running off and on, not sure what it was. Also the phone in the room never worked which made it difficult to reach the front desk or room service etc.
The place is very beautiful and all of the staff were friendly and the location is great.
June 30, 2014
Rated 5 out of 5 by Susan1996 Staff very accommodating
We had reserved an ocean front room with a lanai/balcony. When we checked in we found that our room's lanai was not even big enough for one small chair and the ocean view from 6th floor was obstructed by trees. Nelia, the guest services manager on duty immediately went to work to find us the perfect room. She was very accommodating and professional. The housekeeping staff exceptional. Only suggestion we would make is for rooms to have ceiling fans to make them more comfortable, tropical, and to save energy. Beautiful resort with prime beach front property and facilities.
February 9, 2013