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“Very Disappointed”

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

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 The bathrooms were very outdated (bathtubs and curtains… really?)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.

  • Stayed: July 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
8  Thank Shannon D
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 21 August 2014

Aloha Shannon D,

Thank you for taking the time to share your experience and feedback. We are happy to hear you enjoyed the location of our resort; however, it is regrettable to hear about your disappointment in your stay. We apologize for the inconveniences you experienced and appreciate you taking the time to share the details. Your review will be shared with our management team and used as a tool to better serve our future guests.

Warmest Aloha,
Guest Experience Team

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1,518 - 1,524 of 4,485 reviews

Reviewed 20 August 2014

We stayed in a suite for 7 days for a second year in a row. The decline in service and overall condition of the resort was noticeable and disappointing from the prior year. (1). The activities cabana was understaffed and only one woman appeared to really care about her job. (2). The breakfast service staff were horrible. Three of the seven days I had to serve our table coffee, juice and water even though there were waitstaff around who ignored us. I saw other tables this happened to, as well. (I finally complained to a manger on the last day after watching/hearing the unresponsive staff in a corridor laughing loudly and standing around. The manager did not seem to care and "explained" to me that the one waitperson standing around ignored our table because he was not "assigned" to our table. Just wow.). Gratuity was built into our prepaid breakfast vouchers so this was particularly annoying. (3). We had a couple of delayed and/or unresponsive experience housekeeping. (4). One night we returned from dinner at the Ritz and we had to wait nearly 5 minutes for the valet (only 1 around at 10:00 pm) to look up from his phone to park the car. We actually had to interrupt him and he never actually approached us. (5). The Front Desk or Reception staff were not particularly friendly. (6) The chairs and table in our Lanai were covered in bird poop (which carries disease). It looked like it had not been hosed or wiped down for at least 2 months. Conclusion: We payed over $700/night ($5,000) for the suite plus around $2,000 for food, activities, etc. to be treated by staff as if it was a 2 star hotel. Basic wifi was free. High speed was around $17/day. Likely our last stay here.

Room Tip: Try a different resort.
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  • Stayed: July 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
3  Thank Chloe B
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 21 August 2014

Aloha Chloe B,

Thank you for taking the time to share your experience and feedback. It's regrettable to hear how how disappointing your stay was this year compared to prior years. We appreciate your honest feedback and will review it with our management team and use it as a tool to better serve our future guests. We hope you will give our resort another opportunity in the future to exceed your expectations.

Warmest Aloha,
Guest Experience Team

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Reviewed 18 August 2014

Staff was friendly and recognized us everyday by the pool. Kevin from the concierge desk came to us at the pool and booked all of our exertions for us. We were on our honeymoon and virtually didn't have to lift a finger, everything was set for us without even having to make a phone call. Such a desirable spot of the beach with snorkel & paddleboard rentals available. I would go back in a heart beat.... Thanks again Kevin!

  • Stayed: August 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
2  Thank Patsfan02050
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 19 August 2014

Aloha Patsfan02050,

Thank you for taking the time to share your experience and feedback and congratulations on your recent nuptials. We are delighted to hear how much you enjoyed your honeymoon and will be sure to share your kind words of Kevin. We look forward to welcoming you back again soon.

Warmest Aloha,
Guest Experience Team

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Reviewed 18 August 2014

This hotel is located close to everything! Whalers village is a short walk away! The have a great breakfast buffet. The pool is beautiful, we enjoyed lazy afternoons sipping Maui mists. The view from our balcony was beautiful.

  • Stayed: April 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
2  Thank Bluemoonshine
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 19 August 2014

Aloha Bluemoonshine,

Congratulations on your recent nuptials. We are delighted to hear you enjoyed your honeymoon at our resort and look forward to welcoming you back again soon.

Warmest Aloha,
Guest Experience Team

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Reviewed 18 August 2014 via mobile

The people at the front desk treat you like number and a paycheck. At sign in we were on our honeymoon and it says in the reservation free upgrade if available. We were told it was unavailable which was fine the women they went on to offer us a one step upgrade for $125. Contradiction? We went to our room which had no hot water. Then at checkout I stood in line for 45 minutes. When I got to the desk they charged the resort fee which was more than had been quoted and they stated that it says subject to change without notice. The rooms are extremely loud it sounds like when anyone is in the bathrooms the water flows through all the rooms.

If you have kids beware there are waters sitting in the rooms. Most hotels they give you a water each night. Here each bottle is $5.

It is a gorgeous location. Black rock is gorgeous and you can't beat the area. I would recommend this beach but suggest a different resort.

Stayed: August 2014, travelled as a couple
5  Thank Tmrpitch
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 19 August 2014

Aloha Tmrpitch,

Thank you for taking the time to share your experience and feedback. We are happy to hear you enjoyed the location of our resort and surrounding area. We apologize for the inconveniences you experienced with our front desk and will be sure to share your feedback with our management team. We look forward to the opportunity to welcome you back and exceed your expectations.

Warmest Aloha,
Guest Experience Team

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Reviewed 17 August 2014

This was our first time in HI and in Maui.. ..we were here for not only my birthday but my dad's and to celebrate my dad's one yr heart transplant anniversary!.. . . .we were excited to be in Maui and HI and the check in was great but felt that had to really ask for a upgrade despite my SPG platinum status.

The location cant be beat as it is in an amazing part of Maui (Kaanapali area)!


We really stayed here as they have Na Hoku Club Lounge and we would go there every night until mid-week they announced to us that the comp drinks we were getting we cant get (alcohol drinks) which shocked us. . .. we talked to management and they stated that it was a HI law etc etc but it didnt make sense as we had gotten drinks for 3 straight nights. This left a sour taste in our mouth and hence the 3 stars (would have been 5 stars) but this really disappointed us.

Will we stay here . .. probably not until they truly value their SPG members and a club lounge truly is a club lounge. . ..

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Service
4  Thank RonanJordi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 August 2014

We visited for the first time. The beach make it really desirable. The service was good. The restaurants on site were good. It was lovely stay over all. The pool was great for kids, big but you would find them right away. We would come back!

Stayed: August 2014, travelled with family
4  Thank gilgbuch
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 19 August 2014

Aloha gilgbuch,

Thank you for taking a moment to share your experience. We are delighted you enjoyed your stay and 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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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 Top resorts Hotel in Lahaina
#9 Luxury 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: £271 - £694 (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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