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 4 out of 5 by Island57 This hotel has wonderful grounds
Rooms & workout need work.
March 4, 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 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 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 1 out of 5 by MarkAngels7 Blackrock MT +
There were six on our group for a week to celebrate a monumental corporate
a chievement. The entire experience was fabulous! Thank you, we'll be back! :)
March 1, 2014
Rated 3 out of 5 by Dima2m Nice location - terrible service.
If you ask for some service, be ready to get it next year.
Asked last night to bring water to the room, which was overlooked by the room service for 3 consecutive days. Today, next day, still waiting. Could be faster to get it from local supermarket.
March 1, 2014
Rated 5 out of 5 by Doug2062 Best beach location in Ka'anapali
Situated at Black Rock, this hotel has the widest beach, best snorkeling, and biggest resort area that I saw in the Ka'anapali Beach resort area. Being a gold member of the Starwood club, I was upgraded from an ocean view room to a deluxe oceanfront room with a spectacular view of the island of Molokai during a recent stay in November/December 2013. The room was large, clean, and very comfortable; and the ocean view was unobstructed.
February 26, 2014
Rated 3 out of 5 by Red63 Great location and view!
Great hotel to sit poolside with a great beach view or just walk a few steps and be on the beach!
February 26, 2014
Rated 5 out of 5 by EJC111 Great Hotel, Location, View and Staff
We looked on-line quite a bit before booking this hotel. The reviews were good and the pictures were impressive. This was our honeymoon trip so we wanted it to be perfect. When we arrived we were overwhelmed. The pictures did not do it justice. The Sheraton Maui is beautiful. What an amazing place. Right when you walk into the lobby you have a panoramic view of the ocean and Black Rock. We checked into our room and it was clean and updated. We went to the pool every day and sat in the sun. The pool wraps around the two poolside restaurant/bars, very fun and cool. There were always enough lounge chairs for every guest. This hotel is more of a couples and family hangout. There were no loud teenagers ruining the atmosphere. I highly recommend this hotel. You can have dinner watching the sunset. You can snorkel right from the hotel beach. You can walk to Whalers Village in 5 minutes to shop. Best hotel in Kaanapali.
February 26, 2014
Rated 4 out of 5 by Lacy Maui Paradise
Warmth, whale swimming past our ocean front room were unbelievable and the food was outstanding. Dining staff were so caring and attentive.
February 25, 2014
Rated 4 out of 5 by Naren53 Rooms
We checked in on 02/20/2014. Nice courteous Sheraton personal upgraded my room to ocean view. Room had mold in the bathroom around tub. We went back to lobby another courteous staff member transfer us to 3422. which had big puddle, we thought it is not big deal it may be cleaning lady. so , we placed few towels. Next day morning we saw the puddle again. We knew it has to have plumbing problem underneath the floor. we notify the front desk. I hope they check their property prior to assigning the room to guest. Over all staff was extremely courteous.
February 23, 2014
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 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 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
Rated 5 out of 5 by Larry238 Upgrade to ocean view
I don't usually think view upgrades are worth the expense, but this hotel is different. There were whales no more than 100 yards out from our balcony every morning. We saw dozens, including lots of mother and calf pairs. We could sit on our balcony in the early morning and see all sorts of whale behaviors. It was better than a whale watching cruise.
February 14, 2014
Rated 3 out of 5 by STAR31 location location location
this hotel is perfectly located on Maui
February 13, 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 5 out of 5 by Lynda2014 Great for group events
My company held it's annual eductational conference at the Sheraton Maui. The hotel and staff worked closely with me to make sure that the conference and all the related events went off without a hitch. I had not one complaint about the hotel or rooms from our attendees!
February 10, 2014
Rated 5 out of 5 by Dick47 Fantastic property and staff
Everything about this hotel is top notch. Staff is incredibly helpful and friendly.
February 7, 2014
Rated 5 out of 5 by Easal61 Wanna return
Loved the Sheraton Maui. Well run, clean, cozy. My only concern was the refrigerator was noisy. Crashing waves outside the door helped wash out the noise.
A bit far to arrive at from a long airline flight, but well worth the trip. We arrived late (after 10PM) and the staff granted us a late check out. Supreme!
February 4, 2014
Rated 4 out of 5 by Ken3 Iconic resort on Ka'anapali beach
We enjoyed our stay in building 6 on Black Rock. Although it was quite a walk from the main resort area to our room on the rock, we did have stunning views of breaching whales right from our balcony.
February 4, 2014
Rated 4 out of 5 by OCT2014 Great location and staff!
The location is spectacular and my room had a wonderful view. The property needs a minor facelift, however, and a larger pool.
Other than that I loved my stay!
February 3, 2014
Rated 5 out of 5 by Shewho5516 Absolutely amazing hotel that far surpassed our expectations!!!
We had the most lovely room overlooking the whales that come to Maui in the winter to give birth. The balcony was fantastic to be able to sit in comfort and watch these amazing creatures. The hotel was one of the nicest that I've ever stayed in and I simply can't wait to return again. This is my second stay at the
hotel and I never dreamed that this one could ever be even better than the first! Absolutely everyone associated with the hotel is kind, generous and wonderful to deal with.
February 3, 2014
Rated 3 out of 5 by john531 Could be great, but...
This hotel is in need of updating and its staff in need of customer service training. Kept up the first night by mechanical noises and had to change rooms. Unpacked in the 2nd room, came back from the pool to a giant wet spot in the carpet. No explanation but received a carpet dryer, which came in handy throughout the week due to lack of adequate bathroom ventilation. With a few exceptions, the staff was generally unfriendly, with women speaking in barely audible high-pitched tone. At least smile. Carpets in hallway tattered and trip-hazard. No restaurant or deli in the hotel when the pool grill/bars are rained out - had to leave the hotel for lunch! Luckily we had a car.
February 2, 2014
Rated 5 out of 5 by biggearl great hotel
I would come back again. Only had one problem. TV didn't work properly. Reported but no one repaired it.
February 2, 2014
Rated 1 out of 5 by Doug71 Bugs, Bugs, and Dirty Rooms
Very unsatisfactory, facility poorly maintained, and rooms extremely dirty resulting is insects/ants in the rooms. Very unsympathetic staff and management.
January 30, 2014
Rated 5 out of 5 by Giampi Great Location
Fantastic place, best location on Kaanapali
January 26, 2014
Rated 3 out of 5 by Duke27 Not too impressed for the price!
Too expensive for what you don't get.... Front desk staff was unprofessional and rude. Our first room was a honeymoon upgrade, right next to the elevator which was very loud - constant thuds on the wall and dinging. After two nights of little to no sleep we expected to be moved. Long story short and 4 short vacation hours waiting...waiting and waiting to finally go back to the front desk and ask, to then be treated as if we were the problem, we were moved to a room that wasn't very cleanly and needed a lot of 'maintenance'. But we dealt with the ants all over the bathroom, two burnt out light bulbs, a shower that wouldn't drain and no 'upgrade'. Very disappointing... We expected more and a higher standard for the money we paid to stay.
January 24, 2014
Rated 5 out of 5 by pom56 Excellence in paradise!
We just returned from a week at the Sheraton in Kaanapali after a truly wonderful experience. The hotel was first rate with all of the luxury and amenity you would expect plus the added benefit of being on the shore at BlackRock. The ambience and atmosphere create a magical vibe while in the island paradise of Maui. Staff are friendly and excellent. The room we had could not have been located in any better position - right on the ocean on top of BlackRock. Incredible!
January 23, 2014