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Sheraton Maui Resort & Spa
Ranked #20 of 32 Hotels in Lahaina
GreenLeadersBronze level
Reviewed 3 December 2013

Beautiful property, nice room, but the air conditioner/heat fan would stay on all the time unless one shut it off at night, then you would be too hot. Also the unit faced straight at the bed so it was blowing on you all the time. Glad we only had one night here.

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  • Stayed: November 2013, travelled as a couple
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Thank Sandytoebeaches
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 reviewResponded 6 December 2013

Aloha,

Thank you for taking a moment to share your feedback. We look forward to welcoming you back 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
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1,807 - 1,813 of 4,439 reviews

Reviewed 3 December 2013

This property has an amazing location next to Blackrock. That is the best and only positive thing I really have to say about this resort. We are Starwood Gold members (with that are supposed to come small perks). We checked in close to 11pm.
We got into our room, the shower pressure didnt work. The shower curtain was broken. There was one bath towel. No robes. There was hair on the toiletseat. It was so late that we just decided to crash. Boy, was our bed lumpy. There were people running up and down the halls (at 3am mind you). I think there was a college baskbetball conference there. So I couldnt sleep. I am also 7.5 months pregnant, so the last thing I want is to be unable to sleep.

The next morning, we called the front desk and they switched us to a different room. I got to admit, my room view was amazing and we really enjoyed our balcony.

Here are the issues we still encountered:
-Pool was freezing the entire time we were there, we were unable to use it. In fact, out of the huge resort, the pool would only have like 10-15 people in it daily (as opposed to Westin which was very happening and full).I asked the pool desk if they have any pool heating and they said "no, management is too cheap".
-I called Housekeeping 3x during my stay. The first time was to get robes, which they of course took the next day and did not replace.
-The second time was to get replacement robes, and after 2 hrs I called to cancel the request since we were so sleepy and tired of waiting.
-The third time was to get an extra bath towel, and no one ever showed up.

Room Charges: They don't put a expense breakdown under your door. We had to call front desk and there is a way on the tv to find them. Our internet was supposed to be free, of course they charged us for it and I had to spend 30 minutes at checkout to get them to take it off (we are Gold members, and thats one of the perks we are supposed to get).

Resort Fee: (mind you the lady that checked us in never mentioned any of these "amenities" or charge to us)
Charged $33 a day for:
Shuttle service:we never used
kid activities like hula dancing: we dont have kids
wireless internet: we get already throguh Gold Starwood
Parking: we didnt have a car
pool useage: we never used their pool once

It added up to like an extra night for services we never used. We called the manager and she made it very clear this was a mandatory tax. This makes sense, but only if there were actually services we benefited from. We didnt use any of them!

We both decided we would never come back to Sheraton and go back to Westin next time who has much better service, a resort charge that makes sense (we actually use their pools, they give you daily water, more activities, includes a family portrait).

  • Stayed: December 2013, travelled as a couple
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6  Thank Sandrita41286
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 reviewResponded 6 December 2013

Aloha and mahalo for taking the time to write a detailed review from your stay with us. We are happy to hear you enjoyed the location of the resort, but it is regrettable to hear how disappointing your stay was. We apologize for the inconveniences you experienced. We will review your feedback with our team and use it as a tool to better serve our guests in the future. We look forward to the opportunity to welcome you back again in the future and exceed your expectations.

Mahalo,
Guest Experience Team

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Reviewed 3 December 2013

If you have stayed at a few resorts then this will be about the same as others. The b/fast staff would have a lovely smile whilst serving you and then that would disappear (unlike Fijians with their Bula and welcoming smiles)I was quite looking forward to the Snorkell of Black Rock but was somewhat disappointed however in saying that we did see a turtle in the shore wash whilst waiting for the sunset ceremony. If you have a car and like snorkelling head around to Honolua Bay it would be about 20 min drive the beach is pebbly so where something on your feet .The cost that the resort adds daily to your bill for wi -fi is ludicrous in this day and age $31.25US PER DAY. The surf can go either way very flat or very steep on shore wave so be aware.

  • Stayed: November 2013, travelled with family
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3  Thank Graeme W
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 reviewResponded 6 December 2013

Aloha,

Thank you for taking the time to share your experience and feedback. We are sorry to hear that your stay was not up to your level of satisfaction. We appreciate your feedback and will share it with our team. We hope to have the opportunity to welcome you back again 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
Reviewed 2 December 2013

I am not one to make complaints. I have stayed in many hotels and resorts all over and this is the first time I have ever felt the need to write down my frustration. Me and my boyfriend are currently staying at the Sheraton Maui. We spent our first week at the Honua Kai. Since it's our first time in Maui (we love it) we wanted to try two different hotels. The Honua Kai was wonderful and we regret not staying there for the entire trip. Since arriving at the Sheraton, we had a long wait to check in (no big deal). We heard serval other customers complaints and thought it was a tad funny.
When we were checking into our room we were told that they did not have the original room that we booked with a king sized bed available. We were told that the next available room with a king sized bed would be ready for us the next day around noon. Slightly upset (I do not like to sleep in two separate beds) it was not the end of the world. Our room was located right by the elevator, which is actually pretty noisy, especially at 7 AM when your trying to sleep in..! But it was a descent room with a nice view.
The grounds and the pools are very beautiful, same with the beach. We have yet to eat at any of the restaurants, although we did get a "complimentary" two for one breakfast with our booking (which is a complete hoax, a cup of oatmeal costs $16 and an omelette is $25).
The next day we got our bags ready to be moved into our new room. We let the front desk know and they said our room would be ready with our belongings between 1-3 (not noon like they said the previous night). No worries, we took off for the day and arrived back at our hotel at about 345. We had to stand in line for awhile once again to get our new room keys. The first Lady we dealt with was unpleasant and unfriendly. She asked if we had moved our belongings out of our room. While I tried explaining that they told us that it was already arranged she cut me off right away. She got us our new rooms keys and that was that.
Our new room in building 4 was where we were very disappointed. It looked like they had turned an old janitors closet into a hotel room. It had a horrible stand up shower (no bath) which leaked. There was no vanity to put your toiletries, just a basic sink. There wasn't even a desk or chair, just a king sized bed and a small dresser with the mini fridge and TV. This is when we had quite enough.
We immediately went back to the front desk, talked to a new front desk person (who was much friendlier) and asked if there was any other rooms we could be moved to. She said the next available room with a king sized bed wouldn't be ready until around 3 PM the next day. Frustrated and sick of dealing with the bs, we asked for our old room back (at least there was a bathtub) and now we are hoping that tomorrow our room will finally be ready for us. For compensation we got two free drinks from the bar, and 35% off dinner at the black rock which have to be used by... Today (thank god I need a drink). Hoping everything works out. Had higher hopes for this place. It takes a lot for me to spend my holidays in Maui venting online about my hotel room. I highly recommend the Honua Kai ANY day!!

  • Stayed: December 2013
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3  Thank ShaynaCollins
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 reviewResponded 5 December 2013

Aloha and mahalo for taking the time out of your vacation to share your feedback. It is regrettable to hear how disappointing your stay is. We apologize and are reaching out to our team to review your feedback. We look forward to making your stay better.

Mahalo,
Guest Experience Team

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Reviewed 2 December 2013

We stayed at Sheraton Maui for 6 days in connection with our wedding at the Ironwoods beach (15 minutes drive from the hotel) and honeymoon in Hawaii. It is a very nice hotel with spacious rooms and big balconies. We did not manage to swim in the ocean as the waves were quite big but did enjoy the large swimming pool area. There are a few clothes/souvenirs shops, an ABC drug store and a Food Court at the Whaler's village, which is 7-10 minutes walk from the hotel. For more choices of restaurants and shops every hour there is a free shuttle bus, going to the closest town, Lahaina, stopping at two more stops on the way. You will be told about the return collection times on the bus. We did not spend much time at the resort as we had different excursions booked to explore the island. Our breakfast was not included, so we had our meals at different places every day. We cannot comment on the hotel restaurants as we did not have any meals there. But we would definitely recommend Sheraton Maui to people considering hotels in the Kaanapali area.

  • Stayed: November 2013, travelled as a couple
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Thank Natalia L
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 reviewResponded 6 December 2013

Aloha,

Congratulations on your recent nuptials! We appreciate you taking the time to share your feedback from you recent stay with us. We are happy to hear you enjoyed the location of our resort and had a nice stay as part of your honeymoon. We look forward to welcoming the two of you back again soon.

Mahalo,
Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 December 2013

We spent 6 days at Sheraton Maui. As SPG platinum, we received an upgrade to an oceanview room, but not in a great location in the hotel. The hotel is very big but felt very crowded in the pool, common areas, breakfast.
Given the platinum benefits, the $30/day resort charge was a waste of money.
Maui is very big, so it's difficult to be centrally located, but Kaanapali was a good choice, and the Black Rock is a great location for snorkeling and sunset viewing.
We were disappointed by the concierge/activities desk. First, there were only 2 people, definitely not enough for such a large hotel. Then, the recommendations were very limited to basic info and executing bookings. We expected more support to help planning activities in an island that has so much to offer.

Overall, we had a good time but expected more from a Sheraton.

Stayed: November 2013, travelled as a couple
3  Thank FZveibil
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 reviewResponded 4 December 2013

Aloha,

Thank you for taking the time to share your feedback and for your SPG loyalty. We are happy to hear you enjoyed the location of our resort, and do apologize for the shortcomings. We will be sure to review your feedback with our team. We look forward to the opportunity to welcome you back to our resort 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
Reviewed 1 December 2013

I absolutely love this place. I have stayed here several times. The customer service is there to help you enjoy your stay at this beautiful location. From the front desk the pool attendant and everyone between was great and friendly. The location is great being next to Black Rock.

  • Stayed: April 2013, travelled as a couple
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Thank Tony J
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 reviewResponded 4 December 2013

Aloha,

We are happy to hear how much you enjoy your stays at our resort. We appreciate you taking the time to share your experiences and feedback. 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
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Additional Information about 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: £212 - £581 (Based on Average Rates for a Standard Room)
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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