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“Great hotel”

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Sheraton Maui Resort & Spa
Ranked #20 of 32 Hotels in Lahaina
GreenLeadersBronze level
Reviewed 6 July 2014

Really nice hotel. being the end of the line of hotels, you don't tend to get people walking by or through the hotel. Grounds looked great and the views were better than the photos. Room was a good size, had an oceanfront deluxe following an upgrade. We were ill when we arrived and it was a very relaxing place to recover. Hotel was easy to get around although the number of lifts you needed was a pain in the .... nut you got use to it. Beach at this end of the stretch of hotels was better than at the Hyatt. Ate in the Japanese restaurant and at the pool and the food was. Once at the pool did we return the meal as it was cold. No real apology or acknowledgement and it was almost as if we should accept it as it is. Other than that the hotel was a really nice place to stay and relax. A monk seal swam up on the beach one day which was something different. Check in process was okay, room wasn't ready when we arrived and were told they would contact us. Two hours later we went back and were told yes your room is ready. Like most resorts, food and drink aren't cheap. Want something to drink walk to the ABC shop at Whalers Village and bring it back with you. Is surprising how quickly things wind up at night. Certainly would stay there again.

Room Tip: It is a beach hotel, look to get a room with a view. It is apparent some rooms have been renovated y...
  • Stayed: June 2014, travelled as a couple
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5  Thank Robin1064
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 8 July 2014

Aloha Robin1064,

We are happy to hear you had a relaxing and enjoyable stay. Thank you for taking the time to share your experience and feedback. We look forward to welcoming you back again soon.

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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1,526 - 1,532 of 4,418 reviews

Reviewed 4 July 2014

Loved the lobby, all open. The rounded, white buildings next to the beautiful black rock. My favorite was the pool and how it winded around. It never seemed crowded. Great time eating at the grill and watching people dive off the black rocks. I had a partial ocean views to the left and mountains views on the right (room 3515). Also enjoyed a facial at their spa. Loved how the hotel was at the end of the beach walk so you didn't have people walking in front of the pool. Seemed very private. 5 minute walk to Whaler's Village (restaurants and shopping). Would go back anytime!!

Room Tip: Building 3 is the main building with beautiful views.
  • Stayed: June 2014, travelled solo
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2  Thank melpd
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 7 July 2014

Aloha melpd,

Thank you for taking a moment to share your experience. We are delighted to hear how much you enjoyed your stay. We look forward to welcoming you back to our beautiful resort again soon.

Warmest Aloha,
Guest Experience Team

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Reviewed 3 July 2014

The pool and beach area were beautiful. We had an oceanview room. Our patio was very small. The room was on the smaller size as well. The bed was very comfy. Our air conditioner broke one night and they were quick to fix it. We also had a fire alarm go off one night and the whole hotel had to evacuate. The restaurants were good, but pricey. We did some snorkeling close to black rock and even got to see some sea turtles.

  • Stayed: June 2014, travelled as a couple
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2  Thank Jhumph
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 7 July 2014

Aloha Jhumph,

Thank you for taking the time to share your experience and feedback. We are happy to hear you enjoyed your stay and appreciate you sharing your feedback. We look forward to welcoming you back again in the future.

Warmest Aloha,
Guest Experience Team

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Reviewed 2 July 2014

The views at the Sheraton actually looked better than the pictures on line. Everywhere you looked was breathtaking. We were asked if we wanted to upgrade our room when we got there and we did. In the upgrade we got access to the club lounge where they served breakfast and dinner buffet style with drinks. The view at the club lounge was beautiful and the workers were very nice. The downfall was that there was one main dish to choose and it was not so good. In fact after eating the pork dumplings they had one night I became very ill. Other than that we loved it. The pool was excellent, the beach was beautiful, the staff was helpful. Beware that you have to rent the chairs the hotel has on the beach though, we did not know but were informed pretty quickly when we put our stuff down. Definately recommend and would visit again. The other downfall was I could not get my SPG points for the hotel purchase because I had booked through a travel agency and not them. And on two different nights once at 1:30 am and once at about 10:30 pm alarms in the hotel went off directing us to evacuate the hotel. This was scary and both occurances we were told were false alarms. We hope that got resolved...

  • Stayed: June 2014, travelled with family
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2  Thank Margaret P
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 8 July 2014

Aloha Margaret P,

Thank you for taking the time to share your experience and feedback. We are delighted to hear you had an enjoyable stay and that you were happy with your upgrade. We apologize for the inconveniences you experienced and will share your feedback with our management team. Guest feedback is very important to us as we use it as a tool to better serve our future guests. We look forward to the opportunity to welcome you back to our beautiful resort again soon.

Warmest Aloha,
Guest Experience Team

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Reviewed 30 June 2014

I guess we should start with the two positives. First, it's close proximity to Lahaina is a real win -- lots of excellent restaurants and shops within 15 minutes driving. Second is the beach, which is stunning and great to swim/snorkel in.

Fact is, these things could be accessed if you stayed at another hotel. And we'd recommend you do that. I'll admit that we came from staying at the Grand Hyatt in Kauai, which is an unbelievable experience. But that still doesn't change our feeling that this "resort" needs a radical facelift.

It's not that the grounds are a little sparse, or that the hotel itself isn't too flashy or luxurious. What it really comes down to is the egregiously unfriendly, unhelpful staff.

When we first checked in, the woman at the desk did not wish us congratulations on our honeymoon, or even acknowledge it. I understand that many honeymooners come through here (which they shouldn't!), but come on -- basic courtesy.

We were told when we booked our reservation that we'd be eligible for an upgrade should there be room available, because of our honeymoon. The front desk attendant first tried to get us to pay $1700 extra for a suite before finding us a partial room available. She made it seem like a hassle, though, which is never a good feeling. I wouldn't have bothered asking had they not told us this would be possible. Sorry for taking you up on your word.

That first room they gave us did have a partial view of the ocean… but also a dominating view of the dumpster and other backlot delights. We asked to move the next day, which they did oblige, but again were not the least bit friendly at all.

We had brunch at the Black Rock Terrace our first morning. It felt like the lobby of the DMV. Kids running around, lots of people crowded into a small space, the hostess looking rushed and not even saying good morning. When they sat us 10-15 minutes later, there were at least 10 tables open in the back, so unclear why it took so long to seat people. They tried to put us in a table in the middle, until we requested a seat on the outer edge within eyeshot of the beach. Why would they not seat us there first?

The other amenities we received at other hotels for our honeymoon (free bottle of sparkling wine, discount at the local spa, etc.) were either non-existent or done in a more paltry manner. We had to call in for two glasses of sparkling wine, instead of having it ready for us upon our arrival.

They also told us during check-in that we'd have access to the nearby Westin hotel's pools, which are supposedly amazing. Turns out that's NOT the case.

What it comes down to is this: unless you were a high-ranking SPG member, the staff was not welcoming and didn't come close to going out of their way to be hospitable. These things may seem trivial, but the fact is, for a special experience, you want to feel special. They made us feel like a burden -- which is unacceptable when you call yourself a "spa," charge a $35 resort fee (which, by the way, went almost nowhere -- no complimentary valet, spotty internet, etc.), and cost close to $300 per night. It could be a Maui thing, where hotels are more expensive than the other islands. But in hindsight, I would've paid extra to stay somewhere that treated us with the tiniest modicum of respect.

  • Stayed: June 2014, travelled as a couple
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10  Thank Sam K
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 30 June 2014

Aloha Sam K,

Congratulations on your recent nuptials and thank you for taking the time to share your experience. It is regrettable to hear how disappointing your stay was. We apologize for the inconveniences and lack of customer service you experienced. Your review will be shared with our management team and used as a tool to better serve our future guests. We hope you will give us another opportunity in the future to exceed your expectations.

Warmest Aloha,
Guest Experience Team

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Reviewed 28 June 2014

The whole family loved this hotel. Since we were traveling with 2 teenagers, we upgrade to a suite. We had a bedroom and a living room. The room was wonderful, great bathroom, great furniture, clean and awesome view of the ocean and Black rock. We had a room in the building overlooking the beach, Black Rock and near the lobby. The snorkeling was good at Black Rock. This beach was one of our favorites. No noise, great housekeeping. The only problem that we had was the fire alarm went off twice for a false alarm during a 5 night stay, once at 1:30am and once at 9:30pm.

  • Stayed: June 2014, travelled with family
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2  Thank BeachTime88
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 1 July 2014

Aloha BeachTime88,

Thank you for taking the time to share your experience and feedback. We are happy to hear that you and your family enjoyed your stay and were happy with your decision to upgrade to a suite. We look forward to welcoming you back again soon.

Warmest Aloha,
Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 June 2014

My husband and I spent the first three nights of our honeymoon here before traveling to a different part of the island. We upgraded from a partial ocean view to an ocean view and it was definitely worth it, the view was gorgeous! However, we paid for the upgrade and I see below that another hotel guest did not have to pay. We had a breakfast package which was great because there are not many breakfast places nearby, if any. The breakfast was very fresh and changed daily. Wide selection of food items and an omelette station. The snorkeling at Black Rock was amazing; get there early, best between 0730-0930. After that, it becomes too crowded. Pool was very nice and the poolside bar has a great happy hour starting at 2:30 I think. I would definitely recommend this hotel. It was very clean and the grounds were very well kept. Also, they offer a complimentary shuttle service which is very convenient and has multiple stops available.

Room Tip: Ocean front is definitely worth the view
  • Stayed: June 2014, travelled as a couple
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5  Thank JLRFLA
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 30 June 2014

Aloha JLRFLA,

Thank you for taking the time to share your experience. We are delighted to hear you enjoyed your honeymoon at our resort. We look forward to welcoming you back again in the future.

Warmest Aloha,
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
#9 Luxury Hotel in Lahaina
#9 Top resorts Hotel in Lahaina
#13 Spa Hotel in Lahaina
#18 On the Beach Hotel in Lahaina
#18 Family Hotel in Lahaina
#22 Romantic Hotel in Lahaina
Price Range: £230 - £523 (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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