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“Housekeeping needs an overhaul !!”

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Sheraton Maui Resort & Spa
Ranked #20 of 31 Hotels in Lahaina
GreenLeadersBronze level
Reviewed 7 June 2014

Decided to stay at this hotel from all of the rave reviews on here.
Spent the next 2 months trying to convince the wife and her father that this was the place to stay.

I spent just under $600 a night for our room and while the view was nice the room and common areas of this hotel were a disappointment.

Staff were very friendly and everything else was great.

Tip to hotel.Have your housekeepers do hourly checks of common areas such as bathrooms etc.

Room Tip: Do a walk through of the room. I Paid the price for being Mr nice guy and not wanting to complain.
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  • Stayed: January 2014, travelled with family
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5  Thank curtis240z
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 10 June 2014

Aloha curtis240z,

Thank you for taking the time to share your experience. We are happy to hear you found our staff to be friendly and enjoyed the view from your room. It is regrettable to hear about your disappointment in our common areas. We would appreciate more specific details and feedback, so we can be sure to address the issues. Please reach out to us at sheraton.maui@sheraton.com at your convenience.

Warmest Aloha,
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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1,683 - 1,689 of 4,553 reviews

Reviewed 5 June 2014

I absolutely loved my time at the Sheraton Maui Resort. The service was amazing everywhere we went (whether it was reception, a restaurant, the bar, etc) and the room was spacious. We had a view of the ocean so it was beautiful!
The resort has a nice large swimming pool and if you walk out a little further, there's the beach. The beach is amazing, the sand is really soft and smooth and it's the same in the water... no sharp rocks or anything to worry about (at least, in my case) There's a medium size cliff that you can jump off of into the water. There's also a little hut that provides snorkeling gear which was nice. We snorkeled around the cliff and saw a giant sea turtle!
As for the location itself, I am not really familiar with Maui so I'm not sure if it's isolated because that's how the whole area is but there's a path that you can walk along the beach and past different hotels that eventually leads to a small shopping plaza. But other than that, it's a far walk to any where else which is why we ended up eating at the hotel a lot. We did find this great breakfast place in a strip that was like a 10 minute walk. It's where we signed up to do some Ziplining. This is obviously not the case if you end up renting a car but we didn't so we were kind of stuck on the resort and left only when we were provided transportation for the different activities we did.
I can't really comment on the price as I am part of the Starhot family and got a significant discount. I also cannot comment on the price of the food as Starhot members receive a 50% discount. We had the buffet breakfast every morning and there's lots of choices, but like any hotel, it can be expensive considering there's only so much you'll eat at breakfast.

  • Stayed: July 2013, travelled as a couple
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2  Thank Juicebox98
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 June 2014 via mobile

Rooms are spaceus with lots, lots of towels and shampoo products.
Kids loved the huge pool as so did we. Snorkeling is easy and nice approx. .7 miles north of the Black Rock area at Airport Beach!!
Try breakfast at the Grand Wealei, South Maui.

Stayed: June 2014
2  Thank Camilla N
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 June 2014

Aloha Camilla N,

Thank you for taking a moment to share your experience. We are happy to hear you and your family enjoyed your stay. We look forward to welcoming you back again soon.

Warmest Aloha,
Guest Experience Team

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Reviewed 4 June 2014

I am Platinum SPG member and just stayed for 6 nights. I had applied my suite night upgrades but had no luck there. I have never been able to get those to work in Hawaii. After speaking with some other guest there with no status on a Costco package that had been upgraded to a suite I realize it has more to do with return guest. This couple has stayed there couple times already. Pretty sure that holds more water there then Platinum status.

So things didn’t start out right. However, I must say that it got better every day. I think what put us off a bit is that we were expecting a first class stay. If you are looking for big box 5 star resort feel then this isn’t place for you. This is the oldest resort on the island (50 years). It has gone thru several changes and better each time. This resort is more about having a real Hawaiian feel. The grounds are much nicer than most. I have stayed at the Hyatt, Westin, Ritz and Grand Wailea. I think this is my most favorite now. You really can’t beat the location. Right at black rock and you can walk to great shopping and restaurants. You can snorkel right off the beach if you want. The staff here all what this property is all about. After about two days they all remembered who we were and greeted us each day. Always go out of their way to help. Really felt at home here. We hated to leave.

Now for the facts. Everything I had read online said that there is now a executive lounge and even platinum members have to pay to enter. It was supposed to be reduced rate for SPG members. I was given access to the lounge at no cost and told that is the policy there now. This will get you a basic breakfast each day and some free drinks and appetizers in the evening. We honestly never used it but one night. Walked right by each morning on way to restaurant. I was also given full buffet breakfast each morning at no cost, another conflict from what I had been reading about only getting continental and having to pay up charge. This was really nice as we would have a big breakfast each day and skip lunch. Food can get expensive in Hawaii so every little bit helps! I was on an award stay and did still get upgraded to an ocean view room. Building 6! Hate to tell everyone but this really is best building on the property. Looked straight out at the ocean with a view of black rock. Now everyone is going to ask to stay there! Only down side is that it is a long walk over to restaurant and pool. Have to take 3 different elevators. Crazy but worth it believe me. Most of the other rooms you will be looking at the pool and other buildings. The room wasn’t all that big but worked well. Nice balcony with chairs. Central AC that worked well. Small flat screen TV with the standard HD channels(your not in Hawaii for the TV). Beds are typical Sheraton beds and comfortable as usual. All in all the rooms are standard but nothing beats that view! For us that was worth it all. Pool is nice with a lazy river and couple bars/restaurants. I suggest getting a cabana. They only charge $75 a day. Nice to be able to get out of the sun for a bit. The Hilton charges $300. One complaint about the pool is that people go down early and put towels on the good chairs under the umbrellas and then don’t come back until mid day! They need to patrol that better.

We did have a couples massage in the spa. I am not much for that sort of stuff but got to keep the wife happy. Got to say I think I am hooked! Wish we would have done that sooner. If you are Costco member you can get discount there for the spa. We never eat at any of the restaurants on property other than for breakfast. The choices in lahaina are to vast! There is a great little diner just up street from hotel called CJs I think. Great prices and good selection. If you want good cheap drinks walk next door to the kaanapali beach hotel and get them from the tiki bar. They pour a strong drink and you can’t beat the prices. Would recommend lunch at whalers village. There are two restaurants on the beach. We ate at both and loved it. Fish tacos are amazing.

We are already trying to figure out when we can get back. If you are the type of person that expects someone to wait on you hand and foot please go stay at the Ritz! Don’t need those with attitude ruining things at the Sheraton. This really is an authentic feeling resort with friendly staff. It has been working for 50 years so let’s hope it stays that way.

Room Tip: Building 6 for sure! Higher floor the better
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  • Stayed: May 2014, travelled as a couple
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6  Thank Traveler_ko
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 June 2014

Aloha Traveler_ko,

Thank you for taking the time to share your experience and feedback, and thank you for being a loyal SPG member. We are happy to hear how much you enjoyed your stay at our resort. We look forward to the opportunity to welcome you back again soon.

Warmest Aloha,
Guest Experience Team

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Reviewed 3 June 2014

We thought we were getting a good rate by pre-paying our room online. Our credit card was charged and we thought that was the price. However, we noticed that we had "Resort Fee" of $36 per day added on to our bill each day, so the hotel was much more expensive than we were led to believe. When we complained to mgmt that our online booking did not disclose this extra charge, they basically said "too bad". Additionally, the food service available at hotel is all very expensive, with no affordable alternatives, other than taking long walks to other locations. Would have been nice to have had a reasonable eating option onsite. Our room had no fan in the bathroom, so was always steamed up. Our hotel safe stopped working and maid service was slow and one day was entirely forgotten. I just caught the last of the maids leaving for the day about 4 p.m., and they luckily had one last person to clean our room. But, expect to have a dirty room most days. Was frustrating to leave for 3 or 4 hours around noon, to later come back to a still unserviced room! While on our second day at hotel, a woman came screaming up to us from beach that her husband was drowning. There was no emergency staff from hotel around, so we hotel guests had to run down and start CPR on the man. It was very traumatic to wait and wait for any trained staff to arrive with any equipment. After about 10 minutes, hotel staff finally showed up with a shocking device, but it was too late as the man died. It cast a pall around the pool and besides others also complaining about food prices, all agreed that the hotel should provide a lifeguard on the beach with some of the proceeds from the price gouging the did on the guests. There are very strong currents at the Black Rock beach area, so beware you are "on your own". After this incident, people started sharing about how on prior visits they also had seen events of people being injured or drowned with slow response. They told us to do a Web Search on "Black Rock drownings" at Sheraton, and there were indeed so many that it is incredulous they try to hide the deaths and not simply have a Life Guard dedicated to watch people during the daytime. On the other side of the Black Rock, there was always people who volunteered to watch that some local seals were not disturbed. It seems since the hotel calls itself "Sheraton Black Rock", that they could hire a local person to provide some safety for guests in the area, even though it is a public beach. We read about how many drownings there were there online, several just recently before our incident. In the comments on news stories, even local residents were complaining that nothing is ever done to address all the deaths and incidents on the beach. We left traumatized and felt ripped off by the hotel. But, Kaanapali Beach is a nice area, just best to snorkel where safer.

Stayed: May 2014, travelled as a couple
7  Thank stonewallheir
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonBlackRock, Manager at Sheraton Maui Resort & Spa, responded to this reviewResponded 5 June 2014

Aloha stonewallheir,

Mahalo for sharing your feedback from your recent visit to our resort. We apologize you were surprised by our daily resort charge. This charge is listed on all booking channels as well as our website www.sheraton-maui.com.

We also appreciate you sharing your thoughts about the very tragic incident which occurred during your recent visit with us. Unfortunate situations like what you experienced do not happen often but when they do we take them very seriously. Our security staff is trained for ocean rescue and do respond in emergencies. Kaanapali Beach, as is the case with all beaches in Hawaii, is a public beach and thereby is managed by the County of Maui. We are always striving to avert unfortunate situations like this and initiate new ways to keep our guests safe.

Thank you again for sharing your comments with us. We hope you return to visit us again soon.

Mahalo,

Guest Experience Team

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Reviewed 3 June 2014

Our check in was easy though we had to trot to keep up with the bellman with our luggage. Got a free upgrade from a partial ocean view to an ocean view and it was fantastic. The staff were nice and friendly. The beach was amazing and the pool was good but we wished it was open later. I would definitely recommend this hotel.

  • Stayed: June 2014
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Thank Patrick M
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 June 2014

Aloha Patrick M,

Thank you for taking the time to share your experience. It's great to hear how much you enjoyed your stay and that you found our staff to be friendly and helpful. We look forward to welcoming you back again during your next Maui vacation.

Warmest Aloha,
Guest Experience Team

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Reviewed 2 June 2014

Our room was fantastic and the service was excellent. Claudia at the Mai Tai Bar was exceptional. She made us feel exceptional with her service and kindness. Thank You Sheraton for having such an exceptional employee.

The only negative are the Restaurants at the Sheraton, breakfast buffet is horrible, I tried to eat one evening for dinner the service was so bad we left after 15min of no service.

Room Tip: Rooms in the 6 bldg are fantastic.
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  • Stayed: May 2014, travelled as a couple
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2  Thank Norman S
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 June 2014

Aloha Norman S,

Thank you for taking the time to share your experience and feedback. We are happy to hear you enjoyed your stay and will be sure to share your kind words about Claudia. We look forward to welcoming back again soon.

Warmest Aloha,
Guest Experience Team

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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
#7 Luxury Hotel in Lahaina
#9 Top resorts Hotel in Lahaina
#13 Spa Hotel in Lahaina
#17 Family Hotel in Lahaina
#18 On the Beach Hotel in Lahaina
#22 Romantic Hotel in Lahaina
Price Range: £287 - £590 (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 Hotel Lahaina
Sheraton Maui Resort And Spa
Maui Sheraton
Sheraton Lahaina
Lahaina Sheraton
Sheraton Maui Resort & Spa Lahaina

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