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“Excellent experience” 5 of 5 stars
Review of Sheraton Maui Resort & Spa

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Sheraton Maui Resort & Spa
4.0 of 5 Resort   |   2605 Kaanapali Pkwy, Lahaina, Maui, HI 96761   |  
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5th Night Free/Breakfast
Ranked #23 of 30 Hotels in Lahaina
GreenLeadersBronze level
Incline Village, Nevada
Senior Contributor
24 reviews 24 reviews
11 hotel reviews
Reviews in 11 cities Reviews in 11 cities
17 helpful votes 17 helpful votes
“Excellent experience”
5 of 5 stars Reviewed November 16, 2012

Our experience at the Sheraton Maui was wonderful. The easy check-in and a room upgrade were fabulous. As a Starwood member, we are allowed to ask for a room upgrade and if available, we can have it. We received an incredible ocean front room in building 4 that was close to the pool and the beach.
Snorkeling at black rock is really amazing as well. Our bellman Trevor was full of great advice and recommendations for restaurants. My only tiny complaint is the lighting in the bathroom is really low and I only wish they would make it brighter. Overall, we couldn't have been happier with the service and the location.

  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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3,169 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Top Contributor
121 reviews 121 reviews
30 hotel reviews
Reviews in 48 cities Reviews in 48 cities
56 helpful votes 56 helpful votes
4 of 5 stars Reviewed November 14, 2012

I've been to Maui many times. This is my fifth stay at the Sheraton. I've previously stayed at the Westin, Fairmont, Grand Wailea, Kaanapalii Beach Hotel, Hotel Hana and the Napili Kai. The Sheraton is my favorite. The location at Black Rock is probably one of the best spots on the whole island. The staff is friendly and helpful. Their breakfast buffet is not the best on Maui, but it has plenty of variety for everyone. The grounds are very peaceful and well maintained. The rooms could use some refreshing and sprucing up. There was some mold in our shower/bath, and I called housekeeping to clean it up. They cleaned some of it, but still left some behind. We have an ocean front room with beautiful views of Lanai and Molokai. It is in easy walking distance of the stores and restaurants at Whaler's Village. It has a well equipped gym. All in all, it is a good hotel.

Room Tip: If you can afford it, ask for an ocean front room.
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  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AZ
Top Contributor
94 reviews 94 reviews
19 hotel reviews
Reviews in 13 cities Reviews in 13 cities
26 helpful votes 26 helpful votes
4 of 5 stars Reviewed November 14, 2012

Beautiful Property...best on Kaanapali. Pool is undersized and short on usual features seen at major resorts in this area. Amenities seem geared more for the older set. Not many kids seen.
Rooms have been renovated though beds seem somewhat warm and are in need of upgrading to expected Sheraton advertising standards.
Staff is overall very nice and friendly. They are quick to meet every need quickly. We were upgraded to a lovely room for our stay. Very relaxing with a beautiful view. EVELYN at the front desk is one of a kind when it comes to pleasing guests and meeting (exceeding) expectations. I have never met anyone in her position that does her job better. She is a gem!!!
Claudia, at the pool, is another gem for pleasing guests.
The fitness center is adequate. The restaurants are good.Free shuttle service to Lahaina is another plus.Lahaina parking is a hassle.
Much better property and service than it's sister property The Westin. Would recommend and will re-visit if possible. Had a wonderful time.

Room Tip: Request Evelyn. Bldg 4,5,6 are best for views.Some sections of building 2 are good as well. Request...
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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GuestExperienceTeam, Manager at Sheraton Maui Resort & Spa, responded to this review, November 27, 2012
Aloha and Mahalo for taking the time to share your experience and kind words. We are delighted to hear you enjoyed your stay and found our staff to be so friendly. We will be sure to share your feedback with our team!

Mahalo,
Guest Experience Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
tennessee
Contributor
14 reviews 14 reviews
8 hotel reviews
Reviews in 12 cities Reviews in 12 cities
9 helpful votes 9 helpful votes
2 of 5 stars Reviewed November 14, 2012

We spent 2 nights here on our anniversary visit to Maui last month. First, I will say that this hotel is on a great beach. That's about it. We checked in optimistic, even when we got the "no King Beds available", as we had requested. But...for an extra fee, they can find one. I had read about that happening on here and politely said no thank you. The nice guy that helped us with our bags who was very friendly, told us about the area, if we needed him let us know etc. was pretty much the only friendly employee we came in contact with at this resort. Front desk staff, valet, even the guy who took care of the towels, wasn't friendly and almost rude. After checking in we got a message saying there was a welcome gathering in the lobby and a gift was waiting on us. I sent my husband while I took a shower and when he came back he was a bit irritated. When he went the lady from spg immediately wanted to know where his wife was. He told her I was in the shower and I had sent him to see what our gift was and that irritated her. She was rude, unprofessional and wasted his time. She gave him a tote and he left. As I said at the beginning, the beach is very nice. Chair and umbrella rentals aren't included, I don't remember the fee. As far as the room goes, it was fine. It hadn't been updated but was ok to sleep in. There are alot better options in the area. We checked into a different hotel in Wailea after our stay at the Sheraton and it was wonderful in every way.

  • Stayed October 2012, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GuestExperienceTeam, Manager at Sheraton Maui Resort & Spa, responded to this review, November 27, 2012
Aloha,

Thank you for taking the time to share your feedback. Our customer's happiness is our top priority, so we are disappointed to hear about the lack of customer service you experienced during your stay. We will be sure to share your feedback with our team and use it as a learning tool. We hope that you will give our resort another chance in the future.

Mahalo,
Guest Experience Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed November 13, 2012

This was our 2nd time in Maui and we loved the hotel. We had previously stayed at the Hyatt at the other end of the beach and found the Sheraton quieter and far more relaxing. We were staying with 2 other couples who all had a great time despite a long walk between our rooms. The staff overall were friendly and helpful, the pool very nice and also kept clean and never overcrowded. It is great to be able to walk out onto a beautiful and uncrowded beach.
Shops and restaurants/bars at Whalers Village are within an easy walk also.
Our rooms had very nice ocean views and we would recommend that you ask for higher floor rooms (tsunami alert while we were there)
A great holiday!

Room Tip: High ocean view or ocean front are best
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  • Stayed October 2012, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Senior Reviewer
10 reviews 10 reviews
10 hotel reviews
Reviews in 8 cities Reviews in 8 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed November 12, 2012

Really nice resort with beautiful grounds. Our room was a garden view on the ground level with a balcony - the room was very roomy and comfortable. The decor could use a little refresh and update (particularly bathrooms) but this didn't bother us so much.
It was very spacious so it was peaceful.
We would recommend a beach view room for holiday stayers.
Definitely a family friendly hotel with easy access to pool & beach.
Felt a little limited for food options within resort, after a few days this felt tired however the cocktails were great!
The gym and pilates class was a great way to keep fit while on holiday.
The beach was a little rough and choppy so were changing between the pool and beach each day.
A great, open space hotel and a highlight was the beautiful sunset by the Cliff Dive Bar each day.

  • Stayed August 2012, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Seattle, Washington
Contributor
12 reviews 12 reviews
11 hotel reviews
Reviews in 11 cities Reviews in 11 cities
9 helpful votes 9 helpful votes
2 of 5 stars Reviewed November 12, 2012

As a young couple on a special anniversary vacation, we specifically reserved and PAID EXTRA for an "Ocean View with King bed" - BUT upon arrival we were informed that we had been "upgraded" - and instead were given a totally undesirable double bed suite with only a patio view. The rude front desk staff said the hotel was fully booked - they could not transfer us to the proper room until the last day of our stay. We are Starwood Preferred members, yet there was no consideration for that loyalty. We wanted to enjoy this hotel, but Sheraton clearly does not care about its guests and does not honor its commitments.

Room Tip: Don't believe the reservation - you will not receive the room you requested!
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  • Stayed November 2012, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GuestExperienceTeam, Manager at Sheraton Maui Resort & Spa, responded to this review, November 14, 2012
Aloha,

Thank you for taking the time to share your feedback. We truly apologize for the inconveniences you experienced during your stay. The happiness of our guests is our top priority. Please feel free to reach out us at sheraton.maui@sheraton.com. We would love to speak to you about your stay.

Mahalo,
Guest Experience Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Maui Resort & Spa

Address: 2605 Kaanapali Pkwy, Lahaina, Maui, HI 96761
Phone Number:
Location: United States > Hawaii > Maui > Lahaina
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Lahaina
#7 Luxury Hotel in Lahaina
#9 Spa Hotel in Lahaina
#12 Top resorts Hotel in Lahaina
#16 On the Beach Hotel in Lahaina
#19 Romantic Hotel in Lahaina
#20 Family Hotel in Lahaina
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Sheraton Maui Resort & Spa 4*
Number of rooms: 508
Official Description (provided by the hotel):
Sheraton Maui Resort & Spa, Ka'anapali Beach's Black Rock, is near Whalers Village and Kapalua-West Maui Airport. Our Hawaii hotel has a lagoon, a ballroom, and an Ocean Lawn for weddings and meetings ... more   less 
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Also Known As:
Sheraton Maui Resort And Spa
Sheraton Maui Hotel Lahaina
Maui Sheraton
Sheraton Lahaina
Lahaina Sheraton
Sheraton Maui Resort & Spa Lahaina

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