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“Resort style accommodation, very isolated”

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Sheraton Maui Resort & Spa
Ranked #20 of 32 Hotels in Lahaina
GreenLeadersBronze level
Melbourne, Australia
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Resort style accommodation, very isolated”
Reviewed 18 June 2012

This resort is massive!

Rooms are very nice and spacious, big king bed, huge bathroom and separate toilet. Each room has a private lanai, and rooms on the ground floor also have hammock's as well as bananna lounges (in addition to the standard table and chairs)

Downside:
Some rooms are SOOOO far from the pool. We stayed in block 6, ground floor and to get to the pool, we had to:
- go to level 3
- walk 100m to the elevator
- go to level 8
- walk 200m to the elevator
- go to ground level then the pool was about 300m away

That being said the pool was huge and had heaps of lounges around different areas of the pool. 2 bars which both had happy hours ($7 cocktails) and a small waterside for kids!

Another down would be it felt like you were always paying someone, or for something. There is a compulsory resort fee (approx $38usd per day) which didn't include much. And you also had to pay for non motorized water sports.

Also, get a car. The sheraton is at the end of big line of resorts, (the westin, whalers village, kaanapali beach plus a shopping centre) so if you don't get a car, you a bit limited for choice, and all resorts (and the shopping centre) are all "resort" prices, so it can be quite expensive!

If I came back, I would def request one of the rooms near the pool, preferably ground floor!:

  • Stayed June 2012
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Juzzyc21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
LA, CA
Level Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 18 June 2012

This is my second time staying at this property and the location and beauty of the view is everything I remembered, but with one big difference: The pool was cold. This might not seem like a big deal, but a sprawling fun pool is what really separates a $150 room in a hotel on West Maui and a $300 room at a resort. Kids went in, most adults avoided it, complaining it was too cold. The ocean was actually warmer -- which you wouldn't think would be possible. I don't know if the resort is cutting back on spending or what....

Room Tip: Ask for building 4
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  • Stayed June 2012, travelled as a couple
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Helpful?
6 Thank cinzano
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Manager at Sheraton Maui Resort & Spa, responded to this review, 21 June 2012
Aloha,

Thank you for taking the time to share your feedback. We apologize that the pool was colder than you would prefer. Our pool is heated by the sun, and due to some unexpected late winter weather our pool was a little bit colder than normal. We hope that you will return again in the future and enjoy our beautiful property.

Mahalo,
Guest Experience Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Davie, Florida, United States
Level Contributor
73 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed 17 June 2012

The hotel needs some sprucing up. It is very dated. We stayed here 3 nights and then stayed in Wailea for 2 nights. The Sheraton sits on the best piece of real estate in all of Maui. I would turn it into a St. Regis. based on the location alone. If you have teenagers, you want to be in Kannapali. Wailea was too quiet for them. Lahaina has the best waves to learn how to surf and its a very short ride from the resort. The Sheraton has a better reef for snorkling than even the Molokini crater. My teenagers also spent every day jumping off the volcanic rock formations at the far end of the resort known as black rock.... not for the faint of heart.

The pros - location, friendly staff.

The cons.... update your rooms. Make the beds queens instead of doubles. I love my wife but not that much. Also, have more dining options. The pool area could also use some updating.

Final note - upgrade to a ground floor oceanfront unit on the football field sized lawn. During dusk, we spent hours throwing the frisbee and football with other families.... lots of fun. Too bad they could not extend our stay a couple more nights.

Room Tip: ground floor oceanfront room is a must
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  • Stayed June 2012, travelled with family
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    • Cleanliness
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Helpful?
6 Thank David L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Manager at Sheraton Maui Resort & Spa, responded to this review, 21 June 2012
Aloha,

Thank you for sharing your experience with us. We are happy to hear you and your family enjoyed your stay at our beautiful resort. Great tip to on the room location. Our lawn provides a great place for families to enjoy time together. We apologize we were not able to extend your stay. We will be sure to share your suggestions and feedback with our team. We hope to welcome you back again soon.

Mahalo,
Guest Experience Team
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1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 17 June 2012

Great location and great beach with snorkeling! We saw a turtle and lots of bright colored fish everyday. The staff was nice and gave us a great ocean view room for a small upcharge. I would definitely stay here again!

  • Stayed June 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Cdyer12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
York
Level Contributor
22 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 16 June 2012

We must have had the best room in the hotel, at cliff (ground) level next to the "black rock" so we had a corner room with two windows and could see the black rock, watch the cliff dive at sunset all from our room and walk out onto the "black rock lawn" which was fabulous. We also saw seals bathing on the rocks below. As one other person said about the room in their review...opening the windows really did bring the outside inside/vice versa.
Buffet breakfast was a feast though once, due to the cost, was enough.
We obviously missed a few weddings on that lawn whilst we were out on day trips (due to confetti on the lawn and drinks/ tables/chairs). I'm not sure I would have wanted to be in my room when these were taking place...might have been really wierd sunbathing amongst wedding-goers!
The hotel itself was beautiful, clean rooms, great pool area, right on the beach. All meals and drinks in the hotel were great but extremely expensive. We ate out/brought in food. The room fridge and microwave were useful for that. Also the coffee machine was a great bonus.
Concierge staff were helpful in booking trips.
The hotel's luau was fun. Plenty to eat. Just get in lots of drinks early on!! The open bar had closed by the time we went for our second drink!
I would recommend having a rental car (which is available via the hotel) to explore the island.
Our day of arrival was challenging as we were directed to the valet (by the reception) who did not take us but gave us directions to our room in building 6. We did not have a car so from the reception to our room was about a 10 minute walk which was quite challenging and we arrived tired and hungry after a long flight. With a vague idea of where to go from the valet it was long walk with suitcases requiring about 4 elevator trips to get there. Directions to the room were poor, the building signposting was poor, the hotel map wasn't a help. We got that walk down to 1 elevator (to go 8 floors) without suitcases (using stairs and going via the garden) but the walk did put us off going poolside and we did sunbathe a few times using our room sunloungers. IF money is no object then this hotel would be great, and providing you like walking building 6 would be the one.
Having said all that...once we had made the long trip to the east side of the island we would have loved to have stayed there instead as it is so beautiful and unspoilt. We would have gladly given up all the commercialism.

Room Tip: We were in room 6101
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  • Stayed June 2012, travelled as a couple
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Helpful?
3 Thank DJCYork
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
12 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 14 June 2012

Upon arrival I was greeted with no one at the valet. I walked to front desk and found two people talking and stood there a couple of minutes before one of them said I'll be right with you. Checking out was the worst experience I have had in a hotel. 19 minutes in line then the girl went on break and told me someone would be right with me!! The location is awesome as long as you have extremely low service expectations this place is ok. Word of caution everything closes at 8 pm! Bar, pool, an nearby shopping.

  • Stayed June 2012
    • Value
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    • Cleanliness
    • Service
Helpful?
2 Thank Bigghawk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PRBianca, Manager at Sheraton Maui Resort & Spa, responded to this review, 15 June 2012
Aloha,

Thank you for taking the time to share your experience from your recent stay with us. We are disappointed that the service levels received did not exceed your expectations and we would appreciate the opportunity to hear more about your stay. It is of utmost importance to us to resolve the issues encountered and turn your experience around. You can contact a Guest Service Manager by calling the resort directly. Mahalo for sharing your feedback and we look forward to speaking with you further.

Guest Experience Team
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Ilinois
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 13 June 2012

We paid a lot of money to stay a week at the Sheraton. The location is great however the customer service at the hotel is lacking. When we arrived our customer service rep Irene Sagon was less than friendly. She said they booked us a room with two double beds. We reserved a room with a king bed. We were celebrating our 30th anniversary. She said "well you booked through Expedia." We had no idea what that meant. Then she said "we'll your not the only ones who booked a king but are getting doubles." I guess we were supposed to feel better knowing they didn't give other guest the rooms they booked and paid for. She said they'd "try" to get us a new room the next day. Due to her uncaring attitude I talked to the manger Kalani who also made the comment about booking through Expedia. Still not sure why booking through Expedia entitled them to treat us as 2nd class guests. Kalani said they'd move us to a room with a king the next day and they'd call us between noon and 3pm. No one ever called. We had to call them. For a day and a half we were unable to unpack and settle in.
The rooms were clean and the cleaning crew was very nice. The rooms are your standard hotel rooms, nothing special but we didn't plan on spending a lot of time in our room.

The beach and pool were nice. Services are lacking and we didn't care for the $25+ resort fee for which we got nothing for it but internet. Seemed steep.
We never ate at the hotel due to the poor treatment. I wasn't going to give them anymore of our money. There are nicer resturants a short walk down the beach.

The snorkelng at Black Rock was cool. You can rent snorkel gear from Snorkle Bob's for about $37 a week or $9 a day. Much cheaper than renting at the beach. The beach was great.

If you don't mind staying at a large hotel where you are treated as a number and not a guest then you might like this place. The day we checked out unfortunately Irene Sagon was working the desk. She never asked how our stay was, again the same uncaring attitude. I'm shocked a hotel would put someone lacking people skills at their front desk. We won't stay here again.

  • Stayed May 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank mac2259
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, Manager at Sheraton Maui Resort & Spa, responded to this review, 21 June 2012
Aloha,

Thank you for taking the time to share your feedback with us. We apologize for the unpleasant customer service interactions you experienced while staying with us. This is not typical behavior and not the level of customer service we take pride in providing to our guests. Your feedback will be shared with all of our departments. We want to clarify that there is nothing wrong with booking through Expedia. When reservations are made through third party companies bedding is not guaranteed, and we apologize for the miscommunication of this. We do try our best to accommodate bedding requests, and are happy we were able to move you into a more suitable room. 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
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Additional Information about Sheraton Maui Resort & Spa

Property: Sheraton Maui Resort & Spa
Address: 2605 Kaanapali Pkwy, Lahaina, Maui, HI 96761-1970
Phone Number:
Region: United States > Hawaii > Maui > Lahaina
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre 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
#8 Luxury Hotel in Lahaina
#9 Top resorts Hotel in Lahaina
#13 Spa Hotel in Lahaina
#18 Family Hotel in Lahaina
#18 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 
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Also Known As:
Sheraton Maui Hotel Lahaina
Sheraton Maui Resort And Spa
Maui Sheraton
Sheraton Lahaina
Lahaina Sheraton
Sheraton Maui Resort & Spa Lahaina

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