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“Didn't care for this hotel - very average”

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Sheraton Maui Resort & Spa
Ranked #20 of 32 Hotels in Lahaina
GreenLeadersBronze level
Reviewed 6 April 2012

My family and I stayed here for just one night recently on our way back from Kauai (we had to catch our mainland flight from Maui). We usually stay at a condo in Kihei while on Maui, but for just one night the cleaning fee on the condo wasn't worth it. We had SPG points, so decided we'd try the Sheraton. It probably didn't help that we were coming fresh off a stay at the Grand Hyatt Kauai which is pretty much a perfect resort, but we really did not like the Sheraton and would never stay here again - not even on points which makes the hotel "free" apart from the resort fee of course (which, incidentally, is not charged by the Hyatt for points stays). We started out ok with a friendly front desk clerk who kindly moved our rooms (we were traveling with my parents) so we were close together. I think we were supposed to have resort view rooms, but she put us in deluxe ocean view rooms (5th floor of building 2 - it wasn't the greatest view but it was ok) so that was nice. However, upon entering our room we immediately were overwhelmed by the stench of stale cigarettes. We checked out my parents room to make sure they didn't all smell that way, and their room smelled nice and fresh so we called the front desk and the agreed to move us to a room just down the hall (that actually had a better view too). The new room was fine, it smelled ok and was clean but not luxurious. There were several very tiny bugs in the bathroom (sink/tub) that I hadn't noticed in our Kihei condo or at the Hyatt on Kauai. We were told we could have a 12pm checkout so in the morning we headed down to the pool for a few hours. We really disliked the pool area. The chairs were so crammed together that you could hear everyone's conversations and it wasn't the least bit peaceful. To be fair, we were by the kiddie pool as we have a 3-yr old so I'm not certain how the other areas were, but we also spent all of our time at the Hyatt at the lagoon (full of little ones) and it was very peaceful since the chairs were well spaced. I also didn't care much for the pool itself and the setup of the pool must have made it difficult for parents to watch their children because we noticed kids swimming all throughout the pool and especially the slide area, which was not visible from the kiddie pool, with no parental supervision (they were too busy sipping on their pina coladas and sunning themselves to care what their kids were doing apparently). Upon checkout we weren't greeted with the friendliest of staff. They did agree to waive the resort fee for my parents' room as they were unable to access the wi-fi (very spotty around the resort) during their stay. I was pretty annoyed to arrive home and find a revised invoice from the hotel with a $5 room service charge. I called to find out what that was for and was told we drank a bottle of water that was in the room (we did not) so they are refunding that charge. The Hyatt resort fee includes two bottles of water daily, so a $5 charge for water on top of the resort fee at the Sheraton seems ridiculous. Overall, we just felt that this hotel was a little more low-class and not a relaxing resort experience. If you don't have the money (or points) to stay at one of the top resorts on Maui then I would recommend staying in a condo for sure because it can't be that difficult to find one that would top the Sheraton - we love the one that we stay at in Kihei as it's small, peaceful, has incredible views and is easily 1/2 the price of a room at the Sheraton (even though we have many SPG points, we all said we'd rather pay for something else than stay here again).

  • Stayed: April 2012, travelled with family
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1  Thank Sarahlynnha
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PRBianca, Manager at Sheraton Maui Resort & Spa, responded to this reviewResponded 9 April 2012

Aloha,

Thank you for sharing your feedback from your recent stay with us. It is truly unfortunate that your time at our resort did not meet your expectations. We appreciate you taking the time to share your comments and have forwarded them to upper management for review.

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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Reviewed 6 April 2012

Had a great time with our two.five year old. Snorkeling right off the beach for mom & dad, giant sea turtles (friendly!) tons of tropical fish. walked the boardwalk to the Hyatt (6 mi round trip filled with great scenery and stop offs including hammocks and the Marriott's pirate ship in the kiddie pool) for breakfast. grocery store nearby at Whaler's Village (and frozen yogurt!) Pool has a safe water slide, baby play area, floats and poolside dining - all a stone's through from beach, restroom changing table, chairs/umbrellas/free cold water & sometimes popsicles. Rented a car and ate in Lahaina mostly - Gerard's for grownups, many kid choices. Plenty o parking. Stay here but also check out lunch beachside at the Ritz - or sushi/same Kapalua location. The snorkel sail leaving just in front of the Westin is absolutely our favorite. Also stayed at the Hyatt - like this one for kids better!

Room Tip: Who cares about the room - its MAUI!
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  • Stayed: October 2011, travelled with family
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Thank cherrimae
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 April 2012

We went looking for the Black Rock restaurant. The Sheraton Kaanapali is the poorest marked resort I have ever been in. There were few directional signs, and nothing to prepare you for having to go from the 1st floor to the 8th floor, walk thru hundreds of feet of empty, unmarked corridors, back to the first floor to get to the main lawn area. Luckily we followed a housekeeper. At times it appeared the resort was empty. We asked people where the restaurant was, none of them knew, and laughed how they had no idea where they were either. Without simple signage and arrows it was like being turned loose on a ghost ship. During our 30 minute trek, we only ran into 2 employees, a housekeeper and a gardener. Glad we did not stay here.

Stayed: April 2012, travelled with family
Thank thejakester
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 April 2012

The weather is a little unpredictable here near Black Rock, but it's so great to be able to walk out in front of your hotel and snorkel. Sea turtles visit regular, and a smattering of tropical fish. As for the hotel - clean rooms, rather smallish but who wants to be inside? We had a "deluxe ocean view" which is about 100 sf bigger than a regular room and that made all the difference. Family of 4 (mom, dad, 2 teenagers) fit just fine. BIG criticism of the Sheraton brand - FULL BEDS??? It's their "signature" but not a good one. Queen is the rule these days, and you will need a roll away bed if your kids are incompatible or large.

I have to rave about the concierge service here. They all did a fabulous job recommending appropriate activities. And if you requested an activity they weren't "partnered" with, they would still find a way to book it for you. Just great - friendly, not in a rush to get rid of you, and seemingly obsessed with your enjoyment.

Room Tip: If you have more than 2 people, and can afford it, upgrade to a deluxe size. And of course the ocea...
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  • Stayed: March 2012, travelled with family
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1  Thank hanna626
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 April 2012

Stayed seven days at the Sheraton Maui Resort and Spa. Room 226 overlooks the ocean, beach, black rock where the diver dives off the rock, we had a balconey to sit on to relax and watch what was going on below. Beach was good, we had a cabana to sit in out of the sun. Order one early. Food a little pricey at the hotel but good. Room was awesome and staff friendly and helpful. Beautiful grounds.

  • Stayed: March 2012, travelled with family
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Thank kansascem
This review is the subjective opinion of a TripAdvisor member 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
#17 Family Hotel in Lahaina
#18 On the Beach Hotel in Lahaina
#22 Romantic Hotel in Lahaina
Price Range: €316 - €781 (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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