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“No one word can describe the disappointment” 2 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
Kansas City, Missouri
Senior Reviewer
7 reviews 7 reviews
Reviews in 4 cities Reviews in 4 cities
7 helpful votes 7 helpful votes
“No one word can describe the disappointment”
2 of 5 stars Reviewed June 29, 2013

What a disappointment. I usually dont expect the best room in a hotel when redeeming points, but certainly not the worst. We turned in Starwood points for 2 ocean view rooms. We have stayed at every hotel on south Kaanapali, the Sheraton being the only one we'd not experienced, so we thought to try the Sheraton. Our ocean view rooms were mostly views of the tennis courts and out buildings of the hotel complex. Our decks were so small there wasn't room to sit in the 1 chair provided to enjoy the non ocean view. Our bathrooms were in serious need of remodeling. Stained and moldy grout in the showers. Caulk everywhere, around the sink, toilets and faucets. Towels were thin rags and rationed, asked for extras never got any. Carpets were stained in the bedrooms.

As for the pool/beach facilities we were given 2 towel cards per person. They ran out of towels everyday at the pool kiosk. When we were lucky enough to get towels, they were pitiful. Rags suitable for a car wash....maybe. The day we got decent towels, we kept them overnight so we could use them the next day. If one should lose their towel card, it is a $15.00 charge. They couldn't give those towels away. We didn't lose any, but 15.00 could buy 2 decent towels at the ABC store.
There were not enough chairs at the pool for ths size of the hotel. The hotel was not full either. I checked availability on line....but if you didn't get to the pool by 8-830 you were out of luck. You could however, rent a double chair with cover at the pool for 45.00. Most of those sat empty during the day and were arranged all around the pool, prime seats. You also could only rent chairs for the beach. Yet there were stacks of chairs sitting idle most of the day. The pool and towel attendants were rude...not surprising considering what they had to work with. They were however very attentive at making sure, at 4pm that any vacant chair was rearranged while they failed to pick up any trash. I think people left trash because the trash cans were invisible.
We also spent just over 800 at the spa. The facilities were fine, the treatments were marginal. The massages, facials, pedicures were not worth the cost, which was just disappointing. Travel to paradise, find better treatments in the Midwest.
The highlight of the stay was the 4:30 am emergency evacuation alarm. We evacuated the hotel per the instructions on the PA system, but no hotel staff or official came around or announced when it was safe to go back in. We heard thru other guests, who heard from other guests it was a false alarm. We asked the valets, the bartenders, staff....and NO ONE knew, or could say. The hotel should've bought everyone a Mai Tai the next day, not for the inconvenience, but for their lack of explanation.
Hotel seems tired. Staff is apathetic, or rude. Bathrooms are gross.
Location at black rock is great, but it is a public beach, so the Sheraton offers little advantage.

  • Stayed June 2013, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 5
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, July 1, 2013
Aloha and thank you for taking the time to share your feedback and express your concerns. We apologize for the inconveniences you experienced during your stay. Your feedback with be reviewed with our team and shared with our staff. We hope you will give our resort another opportunity in the future to exceed your expectations.

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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3,166 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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Fresno
Senior Contributor
29 reviews 29 reviews
11 hotel reviews
Reviews in 15 cities Reviews in 15 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed June 29, 2013

I really can't say much bad about the Sheraton Maui. I think it's an excellent ,relaxing hotel. I was reading the complaints, and I personally love the birds, lol, when you come to Maui, food is expensive, you just have to expect fees and expense. You plan for it. I think they are always willing to help out, they upgrade all of the time when possible. Everyone is very nice. You don't have to do a timeshare presentation, and we did it just to see the property. We never felt pressured. Black rock is right outside the hotel for snorkeling, you don't have to walk anywhere if you don't want to. It's all right there.

I'm coming back soon for a 4th trip. My only "complaint" is that the housekeeping could do a little better job, but other than that, you really can't go wrong. You wanna relax? Go sit at the Mai Tai bar at the Sheraton Maui. I will be back. It's my favorite.

Room Tip: Get an ocean view whenever possible. If you choose the ocean front, you'll probably see turtles...
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  • Stayed June 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 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, July 3, 2013
Aloha,

Thank you for taking the time to share your experiences. We are delighted to hear how enjoyable all three of your stays were at our beautiful resort. We look forward to welcoming you back again soon!

Mahalo,
Guest Experience Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Houston, Texas
1 review
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed June 28, 2013

We celebrated our 30th anniversary at the Sheraton Maui. The location of the property is perfect for snorkeling. We were very pleased with the staff. If I had to give the hotel any advice, I would say they should provide a better route to walk from building 6 to the pool and restaurants.

  • Stayed June 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
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, July 1, 2013
Aloha,

Thank you for taking the time to share your experience. We are delighted to hear you had a wonderful stay at our resort. We look forward to welcoming you back again soon.

Mahalo,
Guest Experience Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
las vegas
Contributor
15 reviews 15 reviews
7 hotel reviews
Reviews in 10 cities Reviews in 10 cities
21 helpful votes 21 helpful votes
5 of 5 stars Reviewed June 26, 2013 via mobile

This was our 3rd time staying at the Sheraton Maui! It by far has the largest beach area in Kaanapali. The grounds are beautifully maintained, always room at the pool, concierge is very helpful, maid service is consistent, and just a short walk to Whalers Village, about 10 minutes. Our favorite part is that everything is in walking distance, yet Sheraton sits at the end of the strip of hotels, so the property remains quiet at night. The shuttle service is very handy when visiting Lahaina, especially if you are attending a luau that offers unlimited cocktails! We visit all of the hotels in this general vicinity each year to try new restaurants, and we agree each year that Sheraton Maui is still #1. You cannot go wrong with this property, I promise you. We look forward to our 4th stay!

Stayed May 2013, traveled as a couple
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
San Diego, CA
Contributor
20 reviews 20 reviews
18 hotel reviews
Reviews in 12 cities Reviews in 12 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed June 24, 2013

My husband and I stayed here for our second honeymoon and loved every minute. The location is prime. The beach right outside our room was great for snorkeling (which we love) and many times I didn't even have to go very far to be greeted by sea turtles.

Nearby they have a lot of great dining and a shopping center that the hotel's shuttle will take you to for free.

The staff was friendly and welcoming. At check-in, we were offered complimentary champagne to celebrate our honeymoon. Nice treat.

Bottom line: The hotel is perfect if you want a great, relaxing location to hang out at the beach and the pool. It's not pretentious and is great for both families and couples.

  • Stayed June 2013, 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
    • 4 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.
Grass Valley, California
Senior Contributor
41 reviews 41 reviews
13 hotel reviews
Reviews in 24 cities Reviews in 24 cities
21 helpful votes 21 helpful votes
5 of 5 stars Reviewed June 22, 2013

We've been to Maui before but never at this resort, and we will definitely return here again. Our stay was wonderful! Yes, it was expensive, but worth it for a resort/spa on Maui, which is already more expensive than most places we've been simply because it is Maui. The resort fee is noted upfront on booking, so I don't know what the gripe is about for others complaining about the daily fee (do your research, folks!). Everything costs more here, which we found out when shopping anywhere on the island. But if you are going to Maui's northwestern shores, this is the place to stay.
Our reception was warm, friendly, and helpful about the amenities here. The concierge desk was helpful and stayed on question when asked. About the timeshare--just say no firmly, and they leave you alone (at least they did for us). The Black Rock Restaurant at the resort was superb--their dinners rated as well as others in the same category, if not better, and the service was outstanding at all our meals (which were many). We were there for ten days, and each day was a pleasure. The grounds were lovely and well kept. We only saw maintenance crews late at night. The pool was magnificent, and I am a swimmer who usually prefers the ocean (which was terrific and right on the property's edge). We rented a cabana twice and had a great time on the shore, too. Black Rock is right on the north side of the property, and nightly you can watch the diving ceremony from the bar grills on the ocean edge. We also went to the luau on the property and it was our favorite of the three luaus we attended with this trip.

The only issue, which is minor, was that the maid forgot to refill our room coffee supply twice when her substitute was there. Our regular maid found out and gave us triple the amount of coffee supplies to make up for it. How can one complain about that?

Overall we were thrilled with the experience here at the Sheraton and would not hesitate to recommend this resort to anyone. We definitely enjoyed our stay and will return again.

But if you are looking to save money on Maui, this may not be the place for you. It is expensive, but not anymore than other resorts we checked out here. As a resort/spa in Maui, near Lahaina (you can easily walk to Whaler's Village for excellent shopping), it is top-notch and by far a nicer property than anything nearby. We loved it!

  • Stayed June 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 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, July 1, 2013
Aloha and mahalo for taking the time to share your experience. We are happy to hear you had a great stay and look forward to welcoming you back again soon!


Mahalo,
Guest Experience Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
2 of 5 stars Reviewed June 21, 2013

I am extremely disappointed in this hotel as I have previously had excellent experiences at Starwood properties in Hawaii including the Royal Hawaiian and the Sheraton Waikiki. Where do I start.. this hotel is clearly trading on its location.

Apart from a lovely girl at check and the house keeping the customer service is non existent. As a customer you are treated more like an ATM with the hotel charging for everything including water, you are called every day from the Starwood Vacation time share sellers telling you to come down and get a "free gift" which is a ploy for wasting your vacation time trying to get you to part with even more money. Activities such as "stand up paddle board lessons" are literally 5 minute dry land demonstrations and then you can "hire a board for $35 an hour", yoga lessons are $10 per participant. The pool is freezing and there are not enough beds and shade for all of the customers staying there. Worst of all the hotel for some unknown reason (even though I had paid upfront to stay there) took almost double the amount of money that we owed for the remainder of the stay (resort fees etc) meaning for the last 4 days of our trip we were out by close to $1,000 and couldn't afford to do anything which we had planned.The hotel does not advise in writing or verbally that they do this. We tried to work out a refund first with Grace and then with Michael and both could not do this, advising that they could not provide a cash refund..why not? they took our cash on a visa debit card which we then couldn't use for the rest of the trip!! We spent close to three hours of our vacation with three separate staff members trying to sort out the hotels' mistake to no avail. When I suggested they might provide a free meal or drinks for the night as we could now no longer buy them ourselves I was told they couldn't do this...We are now back from our trip and have still not received our "refund".

I recommend paying some additional money to stay at the Four Seasons (with all the add ups at the Sheraton you might as well) or going to the Kanaapali Beach Hotel down the road for half the price with some beautiful grounds and amazing service. We experienced both when we dined and drank at these other hotels.

The Sheraton Maui really needs to address this double/triple authorisation issue as it can ruin vacationers stay, they also really need to empower staff to treat customers well and be able to solve their problems in an efficient way.

  • Stayed June 2013, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 8
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, June 27, 2013
Aloha and mahalo for taking the time to share your feedback. We apologize for the inconveniences you experienced during your stay and for the misunderstanding you experienced with your debit card. We will be sure to share your feedback with our team.

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 Family Hotel in Lahaina
#19 Romantic 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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