We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“HUGE disapointment” 1 of 5 bubbles
Review of Sheraton Maui Resort & Spa

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 4 more sites!
Sheraton Maui Resort & Spa
Ranked #21 of 31 Hotels in Lahaina
GreenLeadersBronze level
Australia
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“HUGE disapointment”
1 of 5 bubbles Reviewed October 3, 2012

We were let down. This was our honeymoon. Lucky we had each other! crapy service at check in, they gave us a room with two double "taco" beds, did i say this was our HONEYMOON???? and told us it would only be for one night, they put us into the room we had paid for the next night but again, disapointment, the room was grubby, the towels in the bathroom were grey instead of white and you could smell the bleach on them, glass doors and mirrors had not been cleaned which made you think what else has been done?
the resturant was average and a hefty price tag atttatched the server was overbooked and was running around trying to serve everyone but you could tell they were short staffed. i dont understand how a hotel of this size can be shorted staffed?
our room was stationed across from the cleaners room, we were so lucky each morning to be woken up by cleaners gossip, and laughter, not what i wanted to be waking up to every morning on our honeymoon!
we spent our last day there down on the beach, we hired a cabana for the day and snorkels. picked our spot on the beach, after around 1/2 an hour of lying under cover we noticed that we were getting burnt even with sunscreen on looked around at the other cabanas on the beach to find we were the only ones with a mesh cover!!!! my husband and i are blonde hair blue eyed FAIR skined and the beach attendant had given us a meshed cabana! everyone else had thick cotton drill. where is the common sence? or customer service? but sadly it got worse when we were lying there with towels and clothes draped around us the beach concierge walked passed a dozen times spoke to the couples either side of us, asking them if they needed asstisance in booking tours or resturants, but did not acknoledge us at all. This was the worst part of our entire holiday,our next stop was to the sheraton waikiki, we hoped that this would be better.
so at the end of our trip we decided never in a million years woud be waste of time and hard earned cash in a dump like the sheraton. im so angry! i had only decided to book with them as it was a big chain and had a good name, and also as an expensive treat for my husband and i, but never again! next time im on maui i will be back at the makena beach and golf resort, we were married there the week before and i wished we had just stayed there, its out of the way from all the hot spots but 100 x better.

Room Tip: Stay elsewhere, the service is not there!
See more room tips
  • Stayed September 2012, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
7 Thank NickyAustralia
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, October 12, 2012
Aloha,

Mahalo for sharing your feedback and experience. We apologize for the frustration and disappointment you experienced. Guest feedback is something that we value and take very seriously as this is the only way we can continue to improve and better serve the needs of our guests. We hope that you will give us 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.
Write a Review

4,186 reviews from our community

Traveler rating
    1,791
    1,429
    573
    232
    161
See reviews for
992
2,231
65
125
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (1,031)
Date | Rating
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
Lakewood, Colorado
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
3 of 5 bubbles Reviewed October 3, 2012

We decided to stay here for our honeymoon liking the deal we were getting and the general location. The good: The location is what we thought, close to some shops, restaurant and snorkeling at Black Rock.

The Bad: The service. We had confirmed a king size room oceanfront deluxe. When we arrived we were told that they had run out of them and instead put us in a room w/ 2 full beds. Needless to say, not what we envisioned on our honeymoon. They told us they couldn't move us into the new rooms for 2 days. We went back the next morning asking if we could get something done faster, but the answer was no. No apologies either. No comps, upgrades anything. On the 3rd day, we were told to be packed up at 11:00 and they would move us to this new room. 3 hours later and being displaced from our room, still no new room. No apologies.

I am not a complainer, and perhaps that's why I didn't get some results quicker, but I have worked for businesses and this service was terrible. I'm sorry but you only have one honeymoon, and this ruined a good part of it.

Bottomline, if you have an event you don't want screwed up that has good customer service, don't stay here. The Ritz is great, little more expensive but worth it. Won't stay at a Sheraton again if i can avoid it after this experience.

Reid

Room Tip: Check out the ritz instead.
See more room tips
  • Stayed October 2012, traveled as a couple
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
4 Thank Reid B
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, October 10, 2012
Aloha,

Thank you for taking the time to share your feedback. We apologize for the inconveniences you and your bride experienced during your honeymoon. We are saddened to hear about the lack of customer service you received, as we do take great pride in the level of customer service we provide to our guests. We hope you give us 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.
Austin, Texas
Level Contributor
27 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
3 of 5 bubbles Reviewed October 3, 2012 via mobile

Upon arrival found out that they had no reservations for us (travel agency problem ). Given a room on the first floor that smelled bad and had a lot of foot traffic outside the balcony . Upon requesting another room , we were offered a suite at an extra 100 per night or a upgraded room at 75 extra per night. After I turned those down and requested a room that we had paid for , we received a nice room on the third floor that had a ocean view. The pool and grounds were very nice and having the beach so close is a plus.
If you smoke don't stay here. If you are on a budget , don't stay here .
The bus and trolley is a plus to get to the other resorts and downtown to front street or the cannery. Please tip the drivers as they do a great job. Oh by the way, you pay a extra 25 per day ,per room for this and other services .
It's said that this beautiful paradise has gotten so expensive for everything you want to do. Oh yeah and skip the lau at the resort. Find out when it is and go get you some cheap, good food and watch it from the beach.

Stayed September 2012, traveled as a couple
Helpful?
4 Thank Clay R
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, October 12, 2012
Aloha,

Thank you for taking the time to share your feedback. We are sorry for the unpleasant welcome you experienced. We are happy our front desk was able to provide you with the room you were looking for and do apologize that it wasn't available upon arrival. It's great to see you were able to take advantage of our shuttle into Lahaina Town. We hope that you enjoyed your stay on Maui and would love to welcome 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.
Coatesville, Indiana
Level Contributor
11 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed October 1, 2012

We just returned from a week at the Sheraton Maui, and wish we were still there. We arrived late on a Saturday night and were welcomed warmly by the staff. A upgrade to a deluxe suite was offered for $100 per night, but I declined. Our first night we were given free valet parking and had our luggage carted to our room and had the bellman tell us about the amenities on the short trip.The only problem was the the noisy elevator next door. A banging noise woke us up frequently that night. Maybe it needed servicing. A trip to the lobby yielded a free upgrade to an ocean front room down the hall a bit, room 3218. No banging elevator and an excellent view of the pool area, the outdoor seating area of the Black Rock restaurant, and Ka'anapali beach.

The room location was perfect for us. It was right by the lobby, and a few feet from one flight of stairs which lead out to the grounds, the pool, and the beach. The pool got a thumbs up from my wife and 12 year old son. Plenty of lounge chairs and shade. The pool meanders around the landscaping and pool bar, with larger open areas here and there. A small slide was a hit with my son and it was fun to float around and find all the nooks of the pool.

The best part of the Sheraton is its location on Black Rock on Ka'anapali beach. The craggy rock formation was in striking contrast to the brilliant blue water and golden sand beach, backed by green Naupaka hedges. An argument could be made that this is the best beach on Maui. Great for sunning, strolling, swimming and snorkeling. Especially snorkeling. The water is usually quite clear, and loaded with a nice variety of fish. Black rock is teeming with sea life, and is just a few kicks from the shore. The stars of the show are the green sea turtles though. Volkswagen and his pals (up to four) mix with the snorkelers and swimmers as the turtles eat the green algae from the rocks. They are so close that they bump people as the waves move in and out. An underwater camera will give you so much turtle footage and endless photos, to the point of going back to shooting the fish because you're turtled out! A highlight of the trip for sure.

We never ate at the hotel restaurants, so I have no review of them. The music from the pool bar was nice though, as were the drinks. The beach path was a nice walk, in the day or at night. Whaler's Village was a moderate walk away, and we ate and shopped there a lot. Lahaina was a short drive away, and Honokawai up to Kapalua was not far either, so dozens of eateries were within striking distance.

In total, the Sheraton was a wonderful place to spend a week on Maui, and one which we'd love to visit again.

Room Tip: Building 3 has good views and is close to the action.
See more room tips
  • Stayed September 2012, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Yellow-Stitch
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, October 5, 2012
Aloha,

Mahalo for taking the time to write such a detailed review. We are delighted to hear that you and your family had a great stay with us. It's great to hear that you were able to enjoy snorkeling with the turtles! We hope to welcome you and your family 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.
Vancouver, BC
Level Contributor
11 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
5 of 5 bubbles Reviewed September 30, 2012

We stayed for 12 nights in a ground-floor, ocean-view room and really enjoyed our stay. One major advantage at this resort is its proximity to Black Rock and the beach. You can always count on seeing large sea turtles just steps into the water, along with lots of tropical fish and coral for very little swimming effort. Our first day, while snorkeling directly in front of the hotel (30-40 yards out), towards where Black Rock disappears below the surface, we got to see 5 eagle rays swimming in formation!

There is a small cabana open during the day that is central to the pools called the Mai Tai Bar - they have great sliders. The drinks are good also - we suggest trying: Ka’anapali Lemonade, Lava Lava, Lahaina Lanai Tea, & Cliff Diver

The rooms were nice and clean. The grounds are covered in well maintained gardens, palms, and pools. The staff are friendly and helpful. The next time we visit West Maui, we will definitely stay here again!

  • Stayed October 2011, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Extreme-BC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Salt Lake City, Utah
Level Contributor
14 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed September 29, 2012

I generally stay clear of resorts, but since this was the first time in Hawaii for wife and me, we thought it best to do a recon of Maui this time, with the concept being we would rent a house next time. I can't say anything bad about the Sheraton. We were upgraded to a room with an incredible ocean view. It was quite a trek from Building 6 to the beach/lobby, but nothing to complain about. The staff was friendly and efficient. The food and drinks were very good, if not pricey (but this IS a resort, so we expected it.) The beach is very nice and the umbrella crew made sure we had a good spot on the beach for the days we were sunning. The concierge was quite helpful, and the time share people had the decency to not bug you if not interested. Interesting aside. A wait person at the restaurant told us that the owner of the resort also owns the land, which I understand is quite unusual. The guests we ran into at the resort were very nice and personable, and trust me, I've been to resorts where they haven't been nice and personable. Overall a very enjoyable stay. No surprises and no complaints. And that's the way it should be.

  • Stayed September 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank Grisle
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, October 5, 2012
Aloha,

Thank you for taking the time to share your feedback with us. We happy to hear you enjoyed your stay with us and your first visit to the island of Maui! We hope to welcome you and your wife back to our resort again sometime soon!

Mahalo,
Guest Experience Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
michigan
Level Contributor
11 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed September 28, 2012

My husband and I stayed at the Sheraton for our 10 day long honeymoon on Maui. I admit that we are normally budget travelers who spend more time out exlporing than lounging in our rooms. However, we do occasionally splurge for special occasions and longer stays and this of course was just such an occasion.

I am very very happy that we stayed at the Sheraton.

The Beach
It's absolutely amazing and is the best along the Ka'anapali coast. I'm confident in this because we went to every beach on the western side of the island looking for good swimming and snorkeling locations. Black Rock has great snorkeling, especially because you can walk to it in five minutes in the morning before too many people get out there. We saw lots of different fish and a sea turtle, but only from afar.

The Location
Great because you're within walking distance to The Whaler's Village which has shops and great dining if you want to get out but not drive.

The Room
We were in building 2, floor 4 which is offset from the beach a bit, but I really enjoyed our location. We were close to both the beach and the pool without being on top of them and also close to the parking garage and we still had a bit of an oceanfront view. Spacious, comfortable bed & pillows, awesome lanai with table and two chairs (where we spent a lot of time having breakfast, relaxing, etc), huge bathroom, very clean and all updated

The Pool
Very large with several different areas, gorgeous, love the waterfalls, often busy, grab your shady chairs in the AM for sure

The Service
Check in to Check out they were friendly, professional and more. The front desk was extremely helpful in a small incident requiring overnighting our keys to the mainland in a hurry, aka the fedex truck had already left and she called her fedex in napili to see if thiers had picked up...etcetc...we were sucessful and our cats didn't starve. yay! anyway she went above and beyond to help me and was amazing.

The Food
The food is great, but expensive even for Maui. The breakfast buffet is huge, delicious and extremely convenient but you need to be prepared to pay for it. We only did so twice during our stay - opting for banana bread and coffee on the lanai or breakfast out for the rest of the time.

The Cliff Dive Bar
Great location for watching the sunset, outstanding service, good food at moderate prices, delicious drinks - Cliff Diver is my new fave - definitely take advantage of Happy Hour!!

Overall, it was a great experience and we would definitely love to come back to the Sheraton.

  • Stayed September 2012, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank lizalulu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotels you might also like...
Travelers also viewed these Lahaina hotels
0.2 mi away
Aston at The Whaler on Kaanapali Beach
0.5 mi away
Aston Maui Kaanapali Villas
1.4 mi away
Aston Mahana at Kaanapali
Show Prices
Show Prices
Show Prices
0.2 mi away
Kaanapali Beach Hotel
Kaanapali Beach Hotel
#12 of 31 in Lahaina
4.0 of 5 bubbles 3,818 reviews
1.6 mi away
Aston Kaanapali Shores
Aston Kaanapali Shores
#14 of 31 in Lahaina
4.0 of 5 bubbles 2,441 reviews
0.5 mi away
Westin Maui Resort And Spa
Show Prices
Show Prices
Show Prices

Been to Sheraton Maui Resort & Spa? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Sheraton Maui Resort & Spa

Property: Sheraton Maui Resort & Spa
Address: 2605 Kaanapali Pkwy, Lahaina, Maui, HI 96761-1970
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
#10 Top resorts Hotel in Lahaina
#10 Luxury Hotel in Lahaina
#13 Spa Hotel in Lahaina
#18 Family Hotel in Lahaina
#19 On the Beach Hotel in Lahaina
#22 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 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Expedia, Priceline, Hotels.com, Travelocity and Jetsetter so you can book your Sheraton Maui Resort & Spa reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Sheraton Maui Resort And Spa
Sheraton Maui Hotel Lahaina
Maui Sheraton
Sheraton Lahaina
Lahaina Sheraton
Sheraton Maui Resort & Spa Lahaina

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing