Rated 1 out of 5 by CraigAhlh Disappointing Stay - Never again
Before I start my review, I want to note that our stay at the Sheraton Kanapaali in 2009 was very good overall, loved our suite, the food, grounds and service which is the reason why we decided to return this year. In addition, I've stayed in many Starwood properties all over the world and am a loyal lifetime Gold customer encountering positive experiences. This time, we booked an oceanfront suite for 6 nights. Upon driving up to the resort, we were not properly greeted and encountered valet staff that was unfriendly. After we were assigned a suite (The suite was ok, outdated, tired looking but large in size and with a partial ocean view only#, there was a distinct humming noise coming from the bathroom. We called the desk and were told that the noise came from the ice machine behind the room and were offered to get the machine unplugged. The machine was unplugged but did not resolve the issue. A maintenance person came up and told us that the noise is due to the electrical room right behind the suite. We were then offered another suite which was smaller and had a direct view of the back of one of the hotel buildings. Although the elevator noise was noticable, we ended up moving to that suite that same day. I want to note that the staff actively tried to resolve the noise issues especially Angelica. Although we were not totally happy with the suite and view, we settled. We had a late lunch on our first day at the poolside bar which we remembered as very good. This time, the bar was dirty, staff was not attentive and we were served a cold burger and edamame. We came down for Breakfast (Black Rock Grill) the next morning at 6:30 AM and had to wait for a table, then were seated at a table next to the bussing station and then another one by the coi pond that was wet from the rain. The staff did not offer to wipe down the table and after requesting to be re-seated again we ended up inside which was fine. During our Breakfast experiences we noticed staff being disengaged and not attentive. Did not see a manager throughout any of the Breakfast meals we attended. We rented a cabana on our second day which we remembered from last time as being very well appointed and service being great. The service this time was horrible, we had to walk up to ask for water multiple times and did not see a cabana attendant for most of the day. After asking for more towels towards the late afternoon, we were told that they were out of towels. Again, another disappointing day due to lack of service and attentiveness from the staff. On our second day, we decided to have dinner at the Black Rock Grill. The service was better than during breakfast but the food was horrible. The Maui Onion soup was probably the worst soup I ever had.
After the dinner experience at Black Rock Grill, we decided to shorten our stay to only 3 nights to move to a non Starwood resort which we absolutely loved.
The hotel seems mismanaged, the food has gone downhill, the rooms are in desperate need of a renovation, and lastly the staff is distracted, not attentive and unprofessional. I often share positive reviews, online and personally with managmeent but felt the need to write as this location does not live up to Starwood standards. We will not be returning to this location again and are hesitant at this point to book at Sheraton products again. Thanks for your time reading this.
April 25, 2015
Rated 1 out of 5 by Mauimom03 Desk Service rude
I stayed from approx. only a few hours.
When checking out, I was charged $35.00 Wifi fee. I don't even own a phone and a little over $19.00 for "facilities". What the heck. Wasn't there less than 24 hrs.
Desk wouldn't give me a mgr to speak with about WIfi fee. What is Wifi??? Very curt with me.
April 25, 2015
Rated 3 out of 5 by bravenuke it was ok
Food was good, great location. Black rock is undoubtably the best snorkel spot in northwest Maui. Other aspects were just so so. Staff wan't very responsive and the room was pretty old. The balcony is very small.
April 21, 2015
Rated 5 out of 5 by Kabini2015 Hotel and staff exceeded expectations
Excellent accommodations and welcoming staff with warm smiles
April 8, 2015
Rated 3 out of 5 by PingPingPing Our Stay
Recently spent 5 days at this hotel, had multiple problems with toilet not working, On top of this our room was located right next to the elevator that had a noisy ping every time someone used it. Imagine trying to sleep at night with a " Ping, "Ping" every few minutes.
When I spoke to the front desk at checkout she did not care, nor was she apologetic about it. I had to ask her to make a note in my file ( not sure if she did or just pretended) otherwise she would have ignored that too. Would have expected a better experience for the money.
April 5, 2015
Rated 5 out of 5 by gmjensen Great stay during winter break
We had a wonderful stay out at the Sheraton Maui in Feb. The staff is excellent at this property. Kudos to server Mireya D. at Black Rock restaraunt - she was so kind and efficient for all our breakfast buffets during our stay. Plus the guys at the snuba/diving rental area by the pools were excellent too.
March 24, 2015
Rated 4 out of 5 by WeloveMaui15 We will try another resort next time
The Sheraton Maui is a nice resort, we stayed in the deluxe ocean view room and we were impressed with the privacy and views of the islands Molokai and Lanai. We were there during whale season and woke up to the sound of the whales and ocean every morning, it was beautiful. What was disappointing was that we exchanged convenience for privacy because in order to get to the lobby, restaurants, pool and beach area we had to take 3 elevators and a 10 minute journey to get to any of those place. For the price of the room I was expecting more of an upgraded bathroom also but was disappointed to find a standard tub, shower and a toilet that we had to have maintenance come fix twice during our 5 night stay. We enjoyed our stay at The Sheraton, but we want to try another hotel on the same beach next time.
March 13, 2015
Rated 3 out of 5 by gobears99 Good, not great. Acceptable, not exceptional.
Nothing bad happened to me during my stay. Everyone was friendly and helpful when needed. Questions were answered cheerfully and all staff were responsible. Although the hard product in the room was just a bit below my expectations. Room could use a refresh, definitely in the bathroom (water pressure too low, shower head old, drab tile). Furnishings were just okay.
The grounds are beautiful and views are tremendous. Snorkeling off Black Rock was fantastic. Easy access to beach and pool.
Spa does NOT have a sauna/steam room/jacuzzi. That was a disappointment.
If you don't need a fancy room and are more concerned with the view and access to fun activities, then I'd definitely recommend Sheraton Black Rock. Staff were all very nice and would really bump my overall rating to 3.5 stars.
March 4, 2015