Thankfully, we were upgraded while here. The room and view were great and the location was perfect! The beach right outside our room was our favorite on Maui and had a spot for cliff jumping/climbing. The hotel is rather difficult to navigate and parking definitely adds up. Note, if you return your car during the trip, you have to let them know so you won't continue to be charged for the parking. We thought that the machine at the garage would note when you went in/out and charge on that but the system is not that sophisticated. Overall, it is expensive but the location can't be beat.
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Location of this place is great. Right outside of the place is great snorkeling with tons of fish and sea turtles. Food was good and service was good. Rooms were good. The location is 5 stars.
We arrived at the hotel to find out that the Sheraton was overbooked and did not have a room for us. We had booked several months in advance and were horrified to hear how common this practice is at this hotel. We were then moved to a neighboring hotel that was undergoing massive construction and given a room with less amenities than we had paid for. To acknowledge the disappointment and inconvenience of being overbooked, we were refunded the two nights while we were displaced in the other hotel. Once back at the Sheraton, our room was upgraded and we were given vouchers for the breakfast buffet which was substandard and clearly only used as a means to compensate guests for any number of disappointing experiences pushed on them by the hotel. We were also promised something special in our room as we were traveling for our 10th anniversary. However, nothing was in our room for us as promised. In addition, the pool was in very clear need of cleaning, maintenance, and repair. The hot tub did not work, the chairs were dilapidated, the pool had broken tiles and chipping paint everywhere. In addition, maintenance was being done in a garden near the pool which released a pungent and offensive odor that filled the surrounding area. Upon checkout, we experienced more issues as we were told our deposit had been refunded to us, but it had not. After a long wait and several phone calls later, we finally had this issue resolved. We were also told that being displaced to another hotel is usually a choice for clients. This information was upsetting to learn as we were not extended this courtesy and were told moving hotels for 2 nights was our only choice. Overall, I am very disappointed with our experience at the Sheraton. From my experience this was not the quality I expect with a 4 star hotel. This experience was substandard and lacking in many ways. I feel like my husband and I were treated very poorly and I regret our decision to stay at this establishment. None of what we experienced at the Sheraton was worth the price we paid.
Since visiting, I have contacted the management at the Sheraton to share the issues experienced during our stay. The email response I received was less than desirable. They claimed no wrong doing, did not apologize for our experience, and basically dismissed our experience. I do not recommend the Sheraton Maui.
The staff are friendly and the hotel amenities are good. We came during hurricane lane so were limited the first few days but the hotel did well to keep us updated and keep things open where possible.
I feel bad writing such a negative review but this property is very deserving of it. My husband and I are on a "babymoon" as we are expecting our first child in February 2019 and this was supposed to be a special, relaxing and tranquil trip however it has been anything but that. If you are staying here anytime in November or December 2018-- BEWARE that THIS HOTEL IS ON STRIKE!!! The strike has been going on for 42 days and there are disgruntled workers outside the front door picketing all day. The worst part is that they also go out onto the public beach in front of the hotel every day at 7:30-7:45am and bang pots and pans while chanting slogans like "what do we want"...."higher pay"....."when do we want it"....."NOW." The upsetting part is that they are doing it so darn early.
Also, many of the restaurants are closed, there is no room service and the place feels like a ghost town. The breakfast buffet has no servers (only a hostess) and the food is cold (likely because they don't have enough people to work). I'm not going to dwell on the restaurant but as a side note, when we were called to sit down, we asked for an outside table and the hostess turned around, stormed back to the podium and physically slammed our table ticket back on the counter and then went to the next guest. I'm sure it's frustrating working at a hotel that's on strike but it was frustrating for us too and I don't think we were asking a lot.
They upgraded our room when we got here but they never said anything about the strike until we asked, in which case they waived the resort fees. That's all fine and good but when there are minimal employees, minimal restaurants, nowhere to get a drink of any kind by the pool until almost noon (and people banging pots and pans while screaming on the beach at 7:30am), it kind of defeats the purpose of coming to Hawaii to relax.
In the end ended up complaining to the desk and having our reservation cancelled. It was a big hassle because we had to rent a car and move hotels in the middle of our vacation. The manager was pretty unapologetic when it came to the noise stating that the hotel is also frustrated and that there is "nothing they can do" (except they suggested we call the police if the noise bothers us). The fact is that the disruption is THEIR employees--not some random people causing a problem on the beach. He could have at least comped our cold breakfast that morning but they really don't seem that concerned with the welfare of their guests. When I told him how upset I was, his response was: "Well, we don't want anyone staying here who doesn't want to be here." I get it that I'm pregnant and emotional but this is NOT a cheap hotel.
You also have to pay for lawn chairs and umbrellas if you want to sit on the beach (even a lot of the lawn chairs and cabanas by the pool are only available by rental for $45 a day!!). We did not realize this and grabbed two chairs that were sitting on a stack near the sand on the actual beach that had NO signs or anyone standing by them. We sat down on them and about 10 minutes later someone came by and informed us that we had to pay to use a lawn chair even though we were guests of the hotel and then proceeded to take them away from us (mind you I'm 29 weeks pregnant). Not that pregnancy should land me a free chair but honestly for all of the inconveniences you are going to put up with if you stay here, they should be bending over backwards to accommodate their guests at a time like this!!! That was just the last straw after the disruption at 7:30am, the cold breakfast, rude hostess, the unsympathetic manager and then taking away the lawn chairs (which should be FREE considering the headaches of staying at this place). If you are going to stay here in the next month, just call and change resorts!! Expedia will refund your money as well since they are aware of what is going on at this hotel. Hawaii is NOT a cheap destination and I don't want anyone else's stay to be ruined by this strike.
I'm a guest currently staying at this resort. We love the accommodation, grounds, pools and beach. However our holiday has been spoilt by multiple awful customer experiences. Examples: we are a family traveling together and they split our rooms up at either end of the complex till we complained, breakfast was included in our package and listed on our itinerary but the Sheraton doesn't honour children, the bell boys were too busy to assist unless directed to do so by the front desk manager.... How can such an awesome place provide for such a neglectful customer experience...... SPG membership means nothing!
Fingers crossed the remainder of our stay in Maui is better and that the next Sheraton Hotel in Waikiki is better.
Pretty nice resort but expect your stay to be $$$$, but if what your looking for is a place you don't have to leave on your vacation (weddings/honeymoon/anniversaries or just wanting to be pampered) this you cant go wrong with!
We had a wonderful time staying here. The staff was very helpful and eager to help you enjoy Hawaii. I recommend the Hula lessons that the Hotel provides, it came with an amazing telling of Hawaiian history as well as how the art of Hula came to be (I didn't actually hula my wife and daughter did.) I will return someday soon. Aloha.
Beach, black rock pool was okay, but it was assigned to the first floor, and various insects came out from room for three days, and from the second day, insect bite was swollen and it was hard to bear. I do not care about cleanliness and the counter staff are unfamiliar with Asians and stay a blind spot on their Hawaii trip several times. I do not think Maui will use Sheraton again.
Great ocean view and facilities including private beach and assortment of pools. Rooms could use a little updating but not a big deal since you will be outside most of the time
Had a great overall experience. I have been to Maui a few times. It was my girlfriends first time. I wanted to make sure it was an amazing first time. The team here was so nice. Made sure we had a great ocean view room. We could see the pool, the ocean and black rock. It was a damn good time. Just getting around to finally posting. Well over a year later. The trip was great nonetheless. Can't wait to go back to Maui and do some island hopping.
This resort is clearly not about customer service. My friend and I wanted to have a nice resort day on the beach that was different than the hotel we were staying at in Kanapaali. When I called they said they do not let non-hotel guests use the pool but do rent out private beach chairs and umbrellas for the day. We were excited to have a nice day on the beach and being avid travelers from Europe, beach chairs/umbrella rentals usually come with service. NOT at the Sheraton. They only want MONEY. They charged us $62.50 for two chairs and umbrella (only to 4 pm!) and REFUSED to give us the two beach towels to go on the chairs. They asked us to buy towels! How ridiculous and crude.
This is by no means a good day experience or even a nice resort, stick to the Ritz Carlton 15 min away which treated us like real clients they cared about! Stay away from the Sheraton.
We had an absolutely wonderful time here. The grounds were immaculate, the rooms were first rate, the service was outstanding, and the luau, food and views were unrivaled. Really enjoyed the lazy river that flowed through.the property as well! An awesome 25th anniversary! Love, love, love this place!
The location is great, right on the beach and next to Black Rock - but that ends the fantastic. The hotel is dated, old furniture and carpet. The service at the front desk is marginal and the food options are limited and the food is only okay- but still expensive. Overall overrated and disappointing for our expectations.
ROOM- We booked a ocean view and we're disappointed that our rooms were on the first floor- mainly looking out to the lawn and cabanas. If I sit on the corner of my bed, I can see the ocean- but much more of a garden view and partial ocean view at best. The furniture is worn and the carpet old. The room is big enough, but not laid out efficiently for stowing all your stuff.
HOSPITALITY The staff in the restaurant is great! But the front desk is consistently underwhelming.
Based on previous reviews and recommendations- we expected a higher level of service and accommodations. And at the very least expected a ocean view when we booked and paid for one.
POOL The pool looks fantastic at first glance, but becomes inconvenient to walk around. There are also limited chairs and the Sheraton seems to fill up space with gazebos that have to be rented. There is also no swim up bar like the more newly renovated Hyatt down the beach.
This spot needs some help. Maybe make some adjustments to the staff? Overpriced and the room smelled of some sort of "stanky". Very displeased with the service as well.
The service is wonderful! Jeffrey, the concierge, MADE our stay! The staff has been wonderful. The location (black rock) is perfect for views of the sunset!
I definitely made the right choice at staying here. The hotel is beautiful and the staff is more than amazing. It right on the black rock which is amazing to swim at and even more amazing to jump from if you are brave enough. Can recommend to anyone
We stayed here last February for three nights and had a wonderful time. Our room was very clean and the staff was very courteous and professional. We had a great view of the ocean - watched whales from our porch. Will definitely stay here on our next trip to Maui.
Very nice hotel but too big . We stopped staying there because we needed to take 3 sepperate elevators to get to our room . (Up Black Rock, down Black Rock then up to our room)
Beautiful resort. From our room one side I can c beach n palm trees n oylther side half mountains covered with clouds n u can c most of the day time beautiful rainbow. Loved it.
I received a package deal including rental car from Better Homes and Garden for my vacation to Maui over two decades ago. Hotel had great secured parking. The views of the ocean and golf course were tops. The open-air lobby was my favorite place to relax in the morning and I loved eating at the outdoor patio restaurant where the birds were friendly visitors. The staff was the best and welcomed me back again when I departed. They have a swim-up bar in the pool area. Make sure to take a partner when you go to the beach because the undertow caught me and I nearly hit the rock divers cliff.
I was given conflicting information that I would be upgraded to preferred seating since we are also staying at the Sheraton but the concierge is saying their policy changed in Jan so they can't do that. What a lame excuse for giving me wrong info in the first place. Bad service. Bad marketing tactic. My reservation is in April 2017 but if I could go somewhere else, I totally would.
We had a fantastic time. The facility was the oldest and the most charming. All the activity staff including Jeffre were great.
The pool staff led by Phillip and Tamara were more than expected. They helped with our every need and Phillip helped with our daughters sunburn. So of course we got the lotion.
The food was great at every place. Chef Mitch and old friend from Baltimore was fantastic.
My first time in Maui and your hotel helped exceed all our expectations.
We stayed here for 4 days and experience was below average. Resort is really old and isn't well maintained. We found a baby Gecko when we checked in our room and the front desk representative promptly changed our room and waived the resort fee, which we appreciated. However, 1d in our new room, we had water leaking from the ceiling and slowly draining toilet, and all the reception staff just said was sorry, really? we paid $350/night (Excluding parking and resort fee (that was waived)). The resort has moderate facilities when compared with other similar priced options in the area (Westin, Hyatt Regency). I wish we'd know better, this place definitely not worth the price.
My experience was cancelled due to COVID. The problem is the hotel is keeping my money for up to 90 days. This was a once in a lifetime trip and was going to cost a lot so you can image my down payment. We reserved a suite and 3 rooms. For them to keep my money is very unfair and they should be paying me interest. I feel 5-10 business days would be okay. Just be aware of the cancellation policy before booking!
Beautiful location; vast property; worst customer service ever!
I know hotels are in the business of earning money; but the heart of it, should be 'customer service'. That's what I experience in most of the hotels I stay - but not this one!
After a smooth check in, I felt like, every staff in the property was out to sell something or make money off of something. * Concierge desk - constantly tried to sell us new Westin Villas for 30k points. At least 3 different desks/times during our stay, even after I declined the first time. * No courtesy items provided like floats for kids, binoculars, vests. * Either the staff were rude, did not know about them or charged money for them. This after we pay a daily resort fee of $30. * No 'green choice' points. * Breakfast choice was not great. We were seated at the far side, worst seats for breakfast (surrounded by walls). Ceiling was leaking besides us.
Left a bad taste in our mouths. Cannot believe, this was one of the most expensive hotels during our vacation. Like some other reviewers said, there are better hotels in the area for competitive prices. Hopefully they will have better customer service too!
A perfectly fine hotel in a great location. The rooms are overpriced and our "upgrade" to an ocean view left us in a room looking at a tree between us and the ocean. Amenities are fine, staff is friendly, pool is nice, but overall I was expecting much more for the price.
Amazing experience staying at this Sheraton resort! We were here for our 10th wedding anniversary, and the staff found our and sent up champagne and chocolate covered strawberries for us! Every staff member, from concierge to cleaning service, were extremely nice and welcoming throughout our entire stay. The grounds are beautiful, well kept. The location on the beach is amazing, and every night the Black Rock lighting/dive ritual is really neat to watch. Perfect location to watch the sunset from your balcony! Highly recommend this resort!!
Amazing resort. Perfect location and walking distance to outlet stores and touristy items. The breakfast is top notch and the pool area is spectacular. We snorkled with schools of fish and sea turtles near black rock. Downside and only reason I give it the stars I did is because there is a strike going on so no restuarants on site are open after 6pm and the riots are loud in the morning depending what room your in. The resort was very accommodating to changes this caused making it a great experience.
They have an awesome free parking lot underneath their main parking structure. Gave us super convenient access to the beach so we could snorkel Black Rock. Go early
The location of the hotel is great, landscape is well maintained and grounds are always clean. This hotel is about 50 years old, the exterior for the most part looks pretty good, but the rooms are starting to show their age.
Our room was spacious and had a beautiful partial view to the ocean. The bathroom had loose tiles, stained caulk and the shower curtain was stained. The refrigerator and safe work well.
The pool area is nice but the outdoor showers were partially working. The restaurant and entertainment staff was friendly and courteous, but the roomservice and grounds staff barely acknowledge you. I tried to call the front desk multiple times to inquire about the check-out and my calls were not answered. My husband had to personally go to the front desk to talk to them.
This is a nice hotel, but it certainly could use some improvement.
For the price, it is NOT worth it. Everything about this place is a giant waste of money, but I guess everyone that comes here has money to waste. That being said, this hotel/resort is decent. However, the coffee maker in the room spits out plastic-flavored water so we were forced to go buy coffee from the cart, which is even more expensive than a normal, not good but decent, starbucks in hawaii. The beach is always crowded. The pools are so crowded that the only way to get a place to sit is to pay to rent a cabana. The service is alright but not great. I would not stay here again, I would opt for a much cheaper condo or non-resort hotel.
The hotel was nice and clean. The rooms were amazing. The food at the bar was not good and expensive. Paid over 100.00 from hot dogs and fries. The breakfast was decent. I would suggest eating at restaurants around the resort . You get better food for better prices. We were lucky that the beach was back when we went July 2019. The weather was perfect we enjoyed the beach, paddle boarding and snorkeling. We had the perfect room...we could watch the luau from are room. This was a family vacation with kids, but i felt like this island is not for adults that just want to relax. If I did return it would be an adult trip. For the cost of the whole trip and how long it took to travel I don't think I would return. An Uber will cost about 80.00 to get to the hotel.
They had construction above and below our room. Unfortunately was not able to relax at any point in our room during the days which is slightly difficult with two children who are still young and need naps. The location is beautiful but with all the other resorts I have never had this issue and would rather just stay somewhere that is not constantly being updated. Would highly recommend the other resorts near this location though, I have been to several.
Front desk Staff Junko and Ivy were great. Our housekeeper was amazing beautiful property. Kind of confusing to navigate around at first. Night front desk girl that checked us in basically refused to waste her time giving us directions and demanded we go to the belldesk. Once we found d it on our own we found closer self parking and really enjoyed the beautiful resort
Stay at the Grand Wailea! The service there is MUCH nicer!! The service here is awful! When we arrived in a 12 person passenger van no one greeted us. We started taking our luggage out of the van and half way through, a valet person came running up to us saying "you might not want to unload that until you know where your room is, we have 23 acres of rooms." We then paused our unloading and one of us went to check on the rooms. In the meantime, another valet guy came running up to us insisting that we couldn't park there. We weren't trying to park there - we were trying to have the valet move the van and help with our luggage, none of which happened. We then tried to obtain a luggage cart and were told we couldn't use it without a bellhop. But no bellhops had offered to help us. Adding insult to injury, the rooms were supposed to be ready at 3:00 and we are now being told that one room "might" be ready sometime around 4ish. No definite time. When speaking to the manager about the service and trying to figure the status of the rooms we were offered no apologies. Stay at the Grand Wailea! Everything there is MUCH nicer!!
Overpriced rooms. I can't remember the last time I had to pay for parking at a hotel... The bed is very uncomfortable, pillows way to soft to offer any support. Overpriced beach gear rental, walk down the street and it's 1/10 the price... WiFi doesn't work in 80% of the room, and makes my phone constantly notify me throughout the night that the wifi is disconnected/available to connect, I know it was my fault and I turned off my wifi. I could go on, but you get the gist.
The staff are great. Be prepared for the $25 per day compulsory fee for internet (that we had to call and fix everyday), also shuttle bus etc. We stayed 4 nights and got harassed by management everyday over credit card issues, cutting us off from charging anything to our room untill it was resolved. (A total embarrassment) That made it impossible to escape from the stresses of home and be able to relax. There was no issue with my credit card and i consistently showed them all the charges they had been charging me appearing on my Statement. Although it's a Great location with great staff, just for me a Terrible experience. They even tried to get us to concider looking over investment property. (Ive experienced the hookem and gouge them sales tactics too many times to fall for that one). We would have liked to just blend into the resort and relax with the facilities but that was made impossible by the constant reminder of a giant Money hungry corporation that sits behind the people working there. Such a shame.
Fantastic hotel. The biggest attraction of this hotel is its proximity to Black Rock. Wonderful snorkeling and jumping off the cliff. You will see turtles and if you re lucky dolphins. The food selection is typical new American hotel food. It gets the job done but walk on the connected sidewalk and you ll be at the mall in 7 minutes with all the food options you can think of. Rooms are good sizes. The grounds are kept clean. The staff are very friendly. They are also very lenient on check out times. Just ask.
Before we flew to Maui I was very worried about the hotel due to current reviews that are out there about it. We arrived and had no issues checking in. We did do the room upgrade and we do not regret it! The view is incredible. There are local food restaurants and stores nearby, so we did not eat at the hotel except for night 1 and the food was delicious. They gave us a crib for our room. We brought our own beach towels because other reviews say it's hard to get their beach towels by the pool, but we also didn't have any issues getting towels from the hotel as extras. They came and cleaned our room daily. They even replaced our sheets and towels. The pool is fantastic and my kids love it! We are just a few elevator trips away from the beach and have been walking to it daily on our stay. We were aware of parking and resort fees ahead of time. The hotel is beautiful with lots of amenities. We are seeing a luau this evening as our last hoorah before we depart tomorrow. We are really going to miss being in paradise! I also read reviews about having bugs in their rooms, but we did not have this issue. We did have a few ants but just made sure to not leave any open food out. We are having a great time at the Sheraton Maui! However, the pillows are a little rough but when you are so exhausted from having all of the fun it really isn't a big deal.
My family and I attended the Maui Nui Luau and it was fantastic. The food was plentiful and delicious and there were lots of options. I've done other Luau's before and this was my favorite so far.
We spent 10 days here. Resort is fine, but I expected more for the price. Our experience was hit or miss. Two days no housekeeping service. The last few days of our trip we had great housekeeping. One of the valets (Jeremy) was incredibly helpful and nice. Two others were so rude and forward regarding tipping that we started self-parking. We had breakfast and dinner in the main restaurant (Salt-something). It was okay, but I expected much better. Beach is nice, but super crowded. For the price, I d recommend spending a touch more and going to the Ritz.
Rooms are in need of upgrade. Old and tired. Noticed a worker getting ready for big party using a towel to wipe the sweat off his head and to clean the dinner plates.
First I will start with a good thing the view is amazing and the pool great as well . All the rest is bad. We stayed at the hotel for 9 days. When we arrived we were informed that we need to pay $ 25 per day resort fee and also $22 on parking. After we already pay few thousand to stay in their grandmother style room. After we talk with the manger Christofer he gave us 4 days of free parking . When we get to the room it was dirty and the toilet didn't work ,we waited over 2 hour until someone came to fix it. And it is not the end. When you go to the beach they charge you $45 for a chair and umbrella. So for what is resort fee. They make you feel like a cow that they keep squezz your wallet more and more . Those pig's aren't resting for a second . If you like this feeling go ahead and give them 5 star . Other wish help to make a Change And give those pig's 1 star . My last vacation with Sheraton.
Location is beautiful and their pool situation is amazing. Very cool artificial coves and waterways to swim in mixed between bars and grills. It was a torrential downpour when we were there but we just posted up in a hot tub with a waterfall and color changing lights at night made for a magical experience. Highly recommend.
Wonderful location, great food, great drinks. The only thing I have to complain about is we had one waiter at breakfast a few times who was extremely inattentive, but I refuse to knock off a star for one employee when the rest of our stay was so fabulous!
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