Rated 5 out of 5 by jmsh the beach is right there,awsome
nice view from all rooms , clean rooms
October 6, 2013
Rated 5 out of 5 by Samgw10 Awesome stay
One of the prettiest hotels in world!
December 28, 2013
Rated 5 out of 5 by Judy Sheraton Maui-EXCELLENT
Excellent service....beautiful place.
February 19, 2013
Rated 5 out of 5 by Eric2013 Great location
Beach access, pool and bar
February 15, 2013
Rated 4 out of 5 by Beda233 Better than expected!
I booked one night here and moved down the way for the rest of the week to another hotel where I've stayed before. The Sheraton is great place to stay if you have a little one. Or if you are just two adults looking for a nice relaxing time. The rooms are larger than most other resorts in the area and have nicer views (if you get an ocean view room, you REALLY get an ocean view room). The pool has a great area for kids to play. There are two pool bars and quite a few waitresses going around. You never have to wait for a drink. This hotel is quite a bit cheaper than the other hotels in the area, but don't let that mislead you. I'm a loyal SPG person and generally stay at the higher end brands, but this is where I'd stay next time I come to Maui. The beach is nicer as well.
I did have an issue with check in. The front desk lady didn't seem to know the different tiers of SPG status. As a Gold member I know that I get extra Starpoints, free internet, or a drink for each stay. She didn't thank me for being Gold or for my loyalty or offer me my additional benefit. The guests checking in around me were recognized so maybe my lady was new. Or, maybe it was because I used points for my room. I was upgraded because the room I booked was not available. I asked if it was because of my status, she said no, it was because no other rooms were open.
September 6, 2013
Rated 4 out of 5 by JDP1961 What a difference a day makes
I had trouble rating this resort, since it started off awful but then was amazing. I booked 2 "Deluxe Ocean View" rooms using SPG points. As soon as we saw our rooms, I was disappointed since there was absolutely NO ocean view from either room (there was if we walked out the back door about 10 feet and looked to the left). What we could see was the other bank of rooms facing us. I called the front desk, and they were completely unresponsive, telling us the resort was completely sold out (which turned out to not be true), and the only possibility of moving us was at a later date (we were only staying 5 days).
In the room, I noticed a black, ash-like substance in the tub and on the toilet seat. We called housekeeping to clean it, but when we got back to the room after dinner, nothing was done. I cleaned it myself, which wasn't easy because the tub water would not drain properly. At 4AM, I realized what the black mess was, when I was awakened by the sound of a large rat behind the air duct over the toilet, chewing on the ductwork, which was falling onto the toilet seat. I banged on the vent, and it stopped, but started again around 5:30AM. Needless to say, I went to speak with the manager first thing that morning.
That is when everything changed for the better. The woman working the front desk (Evelyn), asked me what the problem was, and what she could do to make me happy. When I told her what had happened, she made up several keys for me to go look at other rooms and see if we liked them. One of the rooms was the large, ocean-view suite (living room, 2 bathrooms, and 2 balconies), and it was fantastic. The other, was a nearby ocean-front room that our teenage kids loved. From that point on, the rest of the stay was great, all because of Evelyn's "can-do" attitude.
We ate away from the resort for most meals, except breakfast. The food was good, but pretty expensive for breakfast (about $30 pp plus tip).
If I knew we could get similar rooms again, I would love to go back.
August 22, 2014
Rated 5 out of 5 by LMJ13 Deluxe Ocean Front
What a good decision to get a Deluxe Ocean Front Room, thank you Evelyn for helping with the upgrade. Every morning from our Lanai we were able to watch not only snorkelers at Black Rock, we were able to see the Giant Turtles. We loved everything about the hotel, the grounds are very lush and beautiful. We had an experience of a Lifetime, the snorkeling is the best in front of the Sheraton. We walked in and were able to see the turtles up close and personal but, also were swimming with spotted Eagle Rays. The real thrill came when we had a close encounter with 100 Dolphins within 10 ft. of us. We have snorkeled Fiji, Tahiti, many beautiful places in the world, but, never have we seen this. It was a fortunate moment in time that we were in the right place at the right time. We still cannot stop talking about this experience.
We stayed in building 6, it was our 15th Anniversary, we were so happy with our location. The only down side is there is not an entrance to the beach from there, we did have to take a few stairs or elevators, but, it was worth it for us.
The staff was excellent and I talk to a housekeeper who has been there for 27 years, and told me the Sheraton is so good to their employees with health care, food, etc. I was so happy to hear this.
We can not wait to go back again. We have been to Maui about 6 times, but, this time was one of the best. The food was excellent at the Grills and main restaurant. Thank you Sheraton!!!! See You Soon!!!
September 20, 2013
Rated 3 out of 5 Good room, great location, high price
Beautiful sprawling property covering what must be 100's of acres that obviously has evolved over the ages (i.e. 1970's to present). I asked for ocean view and got a room in a central building (I think there are 6) overlooking pool and ocean. Grounds and landscaping were high class if not world class. Staff was excellent (with exception of reservatoins) and room was, well, adequate. Price is room + resort fee + and taxes. A very nice place. At total price of $450/nite, not a great value. It is just overpriced. Why a "resort fee"? It is mandatory...
I was staying 4 nights joining other guest in other rooms, but they had rooms only for first 3 at time of reservaton. I checked several times before checking in and when at the front desk checking in... no room 4th nite. Finally when i was about to leave they have many rooms available, but not the same room i had been in for 3 nites. Further to get it, I had to go to central reservations (i.e. the 800 number or their website!!!) You would think after spending $1,350 they could make an adjustment, but no... I left and went next door for less than half the price.
So, a nice property at a VERY high price and service like any other big company... i.e. when the rubber hits the road, no service....
The nite I checked in, I had a hamburger and beer in the only food service open after 10, i.e. the bar. $40. Scared me to have any other food here, so i did not.
I like the property, but for me to stay here again, they would have to be having a BIG sale. Do I recommend it? Yes, but be prepared for the cost. Grounds and location: beautiful. Rooms: adequate (not beautiful.)
September 24, 2013
Rated 4 out of 5 by MelissaDietCoke Good Hotel - Some Suggestions
- good location, great views, nice pool and beach, and a nice relaxing place
Upon checking in for our honeymoon, I would echo some of the below service concerns with the front desk staff. They were not friendly at all upon check in. While they were not particularly rude, it was not a welcome experience into Maui on our honeymoon. We had booked an ocean front room (jr. suite) we were told was on teh 2nd floor. It was actually on the ground floor and not what we expected. We called and spoke to a friendly customer service person who moved us to a nicer room (great view) in the morning. Upon leaving when we went to checkout and return towel cards, the front desk staff just looked at my husband, pointed at a box, and said "BOX.".....very rude exist. The restaurant/bar staff were nicer and housekeeping was cordial. But the front desk needs improvement.
Big, nice, lots of chairs/umbrellas and can rent cabanas. several bars by pool. They did have bar service walking to chairs but it was sporatic.
Nice, you do have to rent cabanas to really enjoy it for the day but they were very nice. Can snorkle in the water as well
The food we tried there was good, bartenders were friendly, not GREAT, but Whalers Village is in walking distance and we ate dinner at several beach side restaurants that were very good. We also brought in some food/drinks to keep on hand in our fridge in the room for snacks etc. We didn't try the hibachi restaurant, but tried the breakfast buffett at the Sheraton which was very good.
Overall it was a good start to our honeymoon, the service just needs some improvement!
November 8, 2012
Rated 2 out of 5 by ohboy3x Front desk communication terrible - Be prepared
Arrived late on a Wednesday night to check in and were told we were upgraded to deluxe ocean front room from ocean front room we reserved. Little did we know that meant driving to a different area away from main hotel, pool etc. area. The deluxe room was beautiful but we were on the lower level so our room overlooked a grass area and a hedge. If we stood up on our toes we could see the beautiful view. Not what we wanted. Our friends who we were traveling with were two doors down and they had two standup fans blowing in their room with the furniture moved and the drapes pulled up - obviously some sort of damage was being cleaned up... think they would have know that at the front desk before sending guests to that room. We went to lobby to let them know those rooms would not work only to be told that was all that was available. After not budging on keeping the rooms we were given, we were able to get them to get us rooms we ORIGINALLY RESERVED but not until the next day. Next day we had a message saying to be packed and ready to move by 11 am. Headed to the front desk, gave them our cell phone #'s and were told they would call when the rooms were ready. After checking throughout the day we finally went to the front desk around 4pm to find out what was going on. We had dinner reservations at 6:00 and wanted to be settled to get ready. Asked to speak to the manager hoping it would make things easier since everyone else had a blank stare and seemed confused with no info for us. The manger was helpful and informed us our room would be 4 floors away from our friends we were traveling with and it had a stand on balcony. I told her that would not work because I reserved a room with a lanai (table and chairs ) so she happily moved us to the 5th floor instead. We finally headed to our second room only to find out the 5th floor had a stand only balcony also .. not table with two chairs. Frustrated because of the conversation I JUST HAD WITH THE MANAGER she still put us in a room with a stand on balcony. Seriously!?!?
The rest of our stay was great. Daily housekeeping was great and staff very helpful. Grounds are well kept and clean. Pool area is nice as well - very convenient beach access and loved snorkeling black rock.
Problems continued checking out. I was charged for room service I never had and I was charged 100.00 a night more for my room. I had an email with the room rate confirmation when checking out but she ignored it when I showed her and proceeded to disappear into a back room to check with the manager. Finally she came back and was one dollar more a night than my CONFIRMED RESERVATION email but at this point I was exhausted dealing with the front desk and it showed. I checked out paying the extra 4 bucks just to be done with it.
I would stay here again but I will be prepared for it. I will call several days in advance and the day I am expected to arrive to verify may reservation, room etc. and not let them "upgrade" (sarcasm) my room.
August 19, 2013
Rated 3 out of 5 by Kevin122013 Close but no cigar
The hotel did not honor my request for a King bed until I got there and complained. Having to change rooms on the next day is a bummer. They blamed booking through Orvis was the problem, but I emailed their office after the booking was made to verify the King bed. Very poor management!
New room was noisy near the hotel truck delivery area. Lots of back up beeping very early.
Maid service failed to leave cups and coffee cups on several days.
Most important, I was charged automatically for valet service I did not use! Corrected it once and it re-appeared at final check out. My advice to everyone is to check their bill for this and other unauthorized charges!!!
December 18, 2013
Rated 1 out of 5 by cazcoetzee Unprofessional and incompetent
Dear Mr. Yamazaki, General Manager
My husband and I recently stayed at the Sheraton Maui. I made my reservations (9/10/2013) by following the instructions on a Voucher I bid on at a Silent Auction. You, or an authorized person from the Sheraton Maui was so kind to donate the 2 nights of Ocean Front accommodations to benefit a youth organization on Maui. We were the winning recipients of this voucher by paying the highest bid.
I called in advance, requested a front desk or resort manager, and completed my reservation. I received a confirmation # as well as an email showing the King OceanFront room booked! I chose the weekend of our 25th wedding anniversary, September 20,21 of 2013 to celebrate.
Upon our arrival, I presented our voucher, and we were asked to wait while the gentlemen at the front desk went in the back. After 15 min., we discovered that the front desk manager that booked our room entered the information incorrectly, and we were not booked for the "Ocean Front" room as indicated on our voucher. Needless to say, we were very disappointed, but nonetheless asked how this was to be corrected. Unfortunately, by now, we were told the "Ocean Front" rooms are sold out and we are stuck with a room that was not what we paid for.
At this point we are now into this for about a half hour, Gabe, your front desk employee was very kind to "offer" us to move into an "Ocean Front" room for the second night, as well as complimentary breakfast. He proceeded to inform us that we will be notified by phone of our change the next day (we gave him our cell number) and that if we were away from the hotel, our belongings will be moved to the "Ocean Front" room for us.
The following day, we assumed that your staff was capable of handling the room change, so proceeded to have our belongings completely packed and ready to be transferred, and headed out for our golf game.
We returned from our golf game to pick up the key to our new room only to find the front desk employees, confused, and uncertain as to what was to take place. We asked why we had not received a phone call and one of the ladies said they had called us. We showed them our phone indicated NO received calls from the Sheraton, she made no apology.
So on our second day of our two day stay, we are now at your front desk again, while your staff is trying to figure out what to do. Fortunately, they were able to confirm that the Ocean Front room was ready, its now 5:00 pm, but unfortunately, again, the ball was dropped. There were no bell men available and they were certain the luggage had not been transferred. We had to hike all the way to the previous room retrieve our luggage, and then finally proceed to our new room. Im sure you are aware of how large your property is?
When we finally arrived at our new room, I noticed that the phone message light was blinking. Strange? I proceeded to check the message, it was informing the "guest" that their new room was ready? I don't know if that was the message your front desk lady was talking about, but its very confusing? We left a cell phone number to be notified by since we wouldn't even be in either room for the day.
All this to say, our experience with your resort and staff was unprofessional, inefficient and incompetent to carry out a very simple 2 night reservation. I can only hope that the inattentiveness given to us was NOT because we used a voucher or because we are residents of Maui. We "paid" for our stay at your resort, but were not treated as such. I can also only hope that this is not a regular occurrence, but I seriously have my doubts, given the ridiculous amount of inconveniences we experienced in two short days.
From our experience in traveling for many years all over the world, we have NEVER experienced such dissatisfaction.
September 28, 2013
Rated 4 out of 5 by JoAnnV Mrs.
Felt the hotel was a bit on the tired side in décor of the rooms...in need of updating furnishings... can visualize a different look in keeping with Starwood/Hawaiian feeling. Staff is fabulous especially in Na Hoko Lounge Dyanne in particular. Front desk is very attentive as well as all staff members. Beach was great!
December 11, 2014
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 CRAYG First Time in Maui
I had booked this reservation months in advance. This was my first time to the Islands, I had never had the desire to travel to them until I had met a wonderful lady who did. This was a trip to make my proposal, and it had to be perfect!! we arrived... and the room I booked was not available we were placed in another room where we could not unpack and had to wait until the next day. for our booked room above the black rock, this was the ice breaker for our visit here. All other amenities were great, but I will not endorse to my friends because I would not want them to experience the disappointment I had that first night!
February 4, 2013
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 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 4 out of 5 by Josey1 Beautiful views
The hotel is in a very picturesque setting along the ocean. It has a great expanse of property that gives you lots of space to roam around. We went for a wedding and the setting was beautiful and the reception was very nice. There was only one disappointment and that was that the pool was closed off for our use. When you go to a resort you expect to use the pool. Apparently the Sheraton honored a commitment to a religious group that only they could have use of the pool, so it was practically empty for the time I visited. However the beach was right there and we did get an opportunity to do some great snorkeling.
April 5, 2013
Rated 5 out of 5 by joeca123 Sheraton Maui
nice property by far the best on Kaanapali beach. The rooms are a bit outdated by the property makes up for it. 10 minute walk to Whalers Village, black rock and snorkeling right there, awesome beach, warm water. The food at the pool could be upgraded, no fish taco's? Overall great hotel.
December 6, 2014
Rated 5 out of 5 by Nshanker Excellent Hotel, Great Location
The is a top notch hotel with an excellent location and facilities. The pool, the beach and the resturants were all conveniently located and the service was excellent The staff was friendly and helpful. It is coveniently located within walking distance of the Whalers Village where you will find good shopping and restuarants.
My only complaint is the upgrade policy as I could not secure a upgrade with my suite night awards but was able to get it when I was willing to pay extra..kinda defeat the spirit of the SPG upgrade program!!
Other than this, we had an excellent vacation and would definitely comeback
July 21, 2013
Rated 4 out of 5 by RLGtraveler nice hotel
Location is a plus, employees were nice and hones at all times. the only think I could like to see improve is the breakfast menu.... egss as the main entree is over rated... other than that its an excellent hotel.
December 3, 2014
Rated 5 out of 5 by Sparky92 This hotel has everything you could ask for.
We truly enjoyed our stay here. The grounds are beautiful, the room accommodations were superb and the restaurant food was wonderful. Great sunsets on the beach! Staff were friendly and helpful.
September 27, 2014
Rated 5 out of 5 by SGGG Exceeded Our Expectations
Just wonderful, relaxing, and amazing. All staff so helpful. Evelyn check us in and she was just great. Check in was a breeze. We always found chairs by the pool and towels were always available. Pool was clean and fun. No screaming kids and room was quiet. We stayed in building 6 and had our own private parking! Ate at the Cliff Dive Bar several times. Big portions and we split meals. Husband and me one meal, kids one meal. Book activities at the pool, so convenient. We loved it, and will be going back. You are close to everything, Whalers Village, Lahania, and Black Rock. We were impressed.
July 31, 2013
Rated 5 out of 5 by MikkiLV Beautiful Location and Excellent Faclitiy
I recently stayed at the Sheraton Maui for a business meeting and had an excellent experience. The staff were wonderful, pleasant and extremely helpful. The hotel is situated on a spectacular part of the island only minutes from Lahaina where there is great entertainment, shopping and food.
I would highly recommend the Sheraton Maui and will most definitely be returning in the future.
November 20, 2014
Rated 4 out of 5 by deedee123 would've been an excellent rating but...
My stay would've been excellent but there was an incident 1 night when the fire alarm went off at 1:30am which was very inconvenient as everybody had to leave their room and stand outside not knowing what was going on. No employees came by to let us know what was going on. The speaker was so faint we couldn't hear what was being said. Also another night, we waited for sunset to see the cliff dive at Black Rock but that did not happen and no reason was given. Other than those incidents, the hotel was very nice, staff was friendly, self parking was awesome for people with car rental and is walking distance to Whaler's Village. Also there was free shuttle to other Starwood locations and to Front Street.
June 21, 2014
Rated 5 out of 5 by Jozey Above and beyond restaurant service
My twin grandchildren were staying at Sheraton Maui Resort & Spa with their parents during the celebration of their 3rd birthday. I am located in FL during the winter months and wanted to send them a little sweet treat for their special day. I called the hotel and was directed to Justin Zeches, Manager of the Bar and Restaurant.
I explained to Justin that I just wanted to send them a little sweet in celebration of their birthday, and he so accommodatingly offered to send them a sweet to each of them to their room with a candle. He was so understanding and helped me easily make my grandchildren's day even more special. Thank you Justin - you're a very special and caring member of the Starwood team!!
April 15, 2014
Rated 5 out of 5 by Ba2014 Paradise in Maui!
We were here on our honeymoon and had a fantastic time! We were upgraded upon check in to a suite which was very much appreciated. Our bellman, Mark, was very helpful and had great sushi recommendations on the island. We loved the beach area and the cabanas. Brandon was so helpful to us as we were picking out new sunglasses and was very attentive for our stay. The whole staff was so friendly. Love the mason jar discount and the chi chis! The tennis courts are also in excellent condition. I would recommend doing more with the piyo classes. They were so nice, but hard to find in the am and may be nice to have more options for guests. We would have also loved a good sushi option onsite ( think Japengo) but otherwise this will be a spot that we will be returning to!
October 16, 2014
Rated 4 out of 5 by Billster83 Thoughts from experienced traveler
First of all, we stayed in building six and the room was amazing. We spent so much time just sitting on our lanai watching whales. Loved the pool, loved the self park up on that side, and loved the friendly people working there. I think our one big complaint was the lack of places to eat. There was limited food at the pool bar and the one Black Rock restaurant where we had our worst meal. They had run out of he three-course meal they were advertising by 8 p.m. and our waiter was rude. The other items on the menu were unbelievably expensive. Finding places to eat on site is definitely an issue. Otherwise, it was a wonderful time and easily the best place to stay on Kaanapali if you are into whale watching.
January 21, 2014
Rated 2 out of 5 by george1113 lack of customer service
My stay at this resort did not meet expectations. The first issue i had with my stay was that there was no early check in, and when i arrived to check in, the line was extremely long and did not have enough staff to handle the line. i feel if people could check in a little early then the 3 pm check in time the wait wouldnt be as long and people would then be able to enjoy the resort sooner and not waste time waiting in line. also the front desk would not answer the phone in a timely fashion. i had to call many times to try to get a hold of someone to ask a simple question. because it was hard to get a hold of the front desk, i would have to leave my desk and walk over to try to get a simple question asked.
November 9, 2013
Rated 3 out of 5 by fatherofthegroom2013 Hotel Experience and Service
I reserved a suite for my son and daughter in laws' honeymoon. The kids checked in late on Friday night and were given a standard room with no view. Fortunately they complained in the morning and were given a similar room with a better room for the remainder of the stay. I was concerned however that the desk staff seemed to give them a hard time about the room/upgrade because they said the SPG Lifetime Gold member (me) needed to be using the room. My personal concierge also tried to get an upgraded room prior to the stay and was not successful. It just seems like the staff could have done something more or been a bit more accomodating for the newlyweds and it left me disappointed with the service and level of treatment.
August 19, 2013