Upon first look, this hotel seems great, and there is no denying that it is pretty and located on one of the best beaches in Maui, it's also conveniently located in walking distance of Whalers Village and a short drive from Old Lahaina… but the compliments don't go much further than that. My husband and I stayed here from 7/29/14 - 8/2/14 and had just come from the Grand Hyatt in Kauai. Maybe it's not fair to compare but I think it's only natural and the Sheraton Maui did not even come close to measuring up to what our experience was in Kauai.
Arrival: We were not greeted in any kind of warm or welcoming way which you would expect. We were told that we couldn't check in yet because we were early but that they would call us when the room was ready. No one ever called, we eventually went back after check-in time and were able to check-in. They have bead/shell necklaces that it seems they are supposed to give you upon arrival (the warm and welcoming greeting I was looking for). We saw them hanging there and it wasn't until I made a comment to my husband that the bellman finally greeted us and gave us each a necklace.
Rooms: The rooms were fairly small compared to other hotels we've stayed in. The bathrooms were very outdated (bathtubs and curtains… really?) Our view was pretty good but I have to say that's because we booked through a travel agent who noted that it was our anniversary I think. The biggest problem with the room was the VERY LONG and ILLOGICAL walk that it took to get there. We were in building 4… which was good in a sense because it was located near the self-parking… but you had to walk quite a distance to get there. And more annoying than that, we were on the 4th floor but the elevators don't all to go every floor, so where our room was positioned you had to walk passed the room to a further away elevator, just to get to the 4th floor. Whoever designed this hotel should probably never do so again because the whole thing made no sense.
Parking: It was convenient to have self parking right near our room; however… at night once everyone is back at the hotel for the evening it was always full so you had to park in the larger parking garage (what high end hotel in Hawaii has a parking garage anyway?) The parking garage literally felt like it was on the other side of the planet and again, whoever designed the hotel did a terrible job. The stairs in the parking garage did not provide access to every floor so you had to walk around the circles of the garage that the cars drive on to get down.
Fee: There is a resort fee of over $30… for what?! You don't get valet parking… the internet from what I read is spotty (we had no problems with this)… you don't get complimentary water as you do in most hotels (we are also SPG members so should have gotten free water regardless of what the hotel does otherwise)… beach chairs and umbrellas are not free… they say they provide "adult pool floats" but there are about 10 of them and its first come first serve.. so good luck with that. I'm not sure what exactly I was paying $30 a day for.
Pool: Good luck with the pool. There are signs that state reserving seats is not allowed if you are absent for a prolonged period of time and that staff reserve the right to move your things. This would be awesome if they actually upheld the rule. People reserved chairs very early in the morning and would be no where in sight for hours. We didn't even bother trying after the first day. Also… you have to sign towels out and then sign them back in to the same location or they charge you $10 per towel.. again I ask, what is that $30 fee for? On top of all that, there was one day that we were unable to get a towel from the bell desk because they ran out (for over 24 hours) and when we went to get them from the pool they said they couldn't give out towels after 5:00pm… SERIOUSLY?! I am in Hawaii and I can't' get a towel after 5:00?! Also, no waiter/waitress service by the pool which is annoying.
Overall there is not a chance that I would ever stay at this hotel again. We are a well travelled couple and have stayed on a variety of islands and a number of different hotel brands and this was probably our most disappointing experience. It's not a cheap hotel and they just keep finding more ways to take your money. We didn't even bother trying the restaurants as we just tried to stay out of the hotel as much as possible.
- 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