Rooms are a little dated, but the bed is comfortable, and the bathroom was very large. The room had everything you could need including a balcony overlooking the beach. The resort pool is huge and one of the best I've ever seen! We swam a lot. There are lots of restaurant/dining/bar options onsite, all of which were good. The service was impeccable, and the beach is right outside. The daily activities made for a good extra offering too.More
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We spent a week at this lovely resort and loved it! The entire staff couldn't have been more pleasant and helped us to truly enjoy our stay. From check-in to check-out we were always greeted with a smile.
The property itself was much larger than we ever realized, probably because we stayed in one of the more distant and private parts of the resort. The Moana building was at the far north end of the resort, which meant a bit of a hike to get to the main section of the resort, including a few trips up and down various elevators... but well worth it.
Our room, #6204, had a beautiful ocean view with two islands in the near distance. That section of the hotel was so dark at night the sky lit up with all the stars. We slept with the door open so we could listen to the waves crashing on the rocks.
But the best part of our view was being able to watch the divers on Black Rock, as well as snorkelers and scuba divers just below our balcony. Parking was also easy and close by that section.
The food at the resort was very good, albeit a little pricy. But what isn't in Hawaii. The drinks were top notch and service at the bars and around the pool was excellent.
The resort is a short walk to Whaler's Village. ( I recommend walking as parking there is spendy.)
All in all, we loved our stay at the Sheraton Maui Resort and are looking forward to when we return!
Mahalo!
I stayed four days at this hotel which is perfectly located with direct access to one of the most beautiful beaches in Hawaii. Although the hotel is huge, I never felt overwhelmed by its sheer size or the number of guests. The rooms are nice and clean, the swimming pool is large, and the gym (fitness centre) quite alright. However, the service is extremely poor, especially in the main restaurant (Coral Reef). Moreover, despite the room rates being pretty elevated, even for Hawaii standards, I had the impression that they tried to squeeze extra money out of you at each and every occasion. Just two examples : in a hotel of this category, the resort fee should definitely include both parking and some shade by the pool or on the beach. Yet, each and every such perfectly "normal" service must be paid extra. Disappointing! And one last thing: I find it unacceptable that you cannot get a basic espresso anywhere on the premises of this resort past 10am.
Dear danylux0412,
Thank you for sharing your review of your time with us. Although you enjoyed your stay, for the most part, we do apologize that your experience did not meet every expectation. We are sincerely sorry for your less-than-favorable experience at our restaurant. We will certainly address your concerns appropriately, and we hope to have another opportunity to make a better impression. Thank you again for your feedback, and we hope to see you on your next visit.
Mahalo,
Michelle Yoon, Guest Experience Manager
The location is the only reason to stay here!! The location is 10 stars, where as the rooms are 2.5 stars.
Room:
-no mattress sheet/protector on the box spring
-indented mattress, so uncomfortable
-tiny tiny bath towels, barley even went around a small adult body
-small rooms, no room for multiple suitcases
-cloth shower curtain that sticks to you the entire shower because it’s such a small small shower. The cloth shower curtain felt super gross
-furniture falling apart- the wooden door to the fridge was literally only attached to one of the hinges
-there was holes in the sheets on the bed
-musty old smell when walking in room
-noise of leaking air conditioner all night
-only one chair on the balconies, not two
-carpet is peeling up, and looks & feels 20 years old
-rust all over the shower / bathroom / stained caulking & stained grout
We saved up all of our points to stay here for several nights and are so so disappointed by the rooms. This is not the kind of night someone should ever pay $1000 for. The rooms need upgrading asap to match the pristine location of the resort. We stayed at the Hyatt a couple hotels down last year, and it was way way way better!!! Every single guest we have talked to keep mentioning how run down the rooms are here too!
Aloha TheJessicaJourney,
Mahalo for taking the time to post your review. Our goal is to provide welcoming and fresh accommodations to our guests; therefore, we are truly sorry for not meeting your expectations and for the issues you encountered. We will take note of the concerns you raised regarding our future development plans as we are continually striving to ensure a flawless visit for every guest.
On a positive note, we are happy to know you loved our prime location.
We are grateful for your feedback, and we hope to see you soon.
Mahalo,
Michelle Yoon, Guest Experience Manager
When checking in we had a male desk clerk who wasn't very helpful. Made us feeling like he was inconvenienced. My husband is Titanium Elite status. Usually we are offered upgrades etc. This clerk told us that there were no upgrades but he could give a discount on a 2 room suite that is 1000 sq ft and in tower 6 Moana. But it would cost us another $350 a night above what we already were paying. We declined and then were told our room wasn't ready and may not be ready till after 3pm. We explained we had a sunset cruise we needed to get to by 3:30 and needed to freshen up etc. He told us the area our room would be in so we could go look at that tower, but he couldn't promise our room would be ready in time for us to freshen up before leaving for our cruise. The bell hops offered us water and held onto our bags while we walked over to the area our room would be in. We realized the room we paid for was ocean view and there was no view from this area, so we decided to see if we could talk to someone else at the check in desk. This time the male was not there and a female clerk was happy to help us. She was very friendly and listened to our concerns ( room view and not being ready for us when we needed to leave) She offered to upgrade us to ocean front ( tower6, Moana) at no additional coast. When we inquired she said we were entitled to it due to the Titanium status. AND it was available now for us. Funny how things changed in the 30 mins we walked around the resort. BUT we were so happy with the service she offered and the staff from there till the end of the stay were great!!
The bellman drove us up on the golf cart, brought us to our room and took the time to tell us how we would need to take several elevators to get back to the lobby. He offered for us to call them anytime for a ride. We never did, we enjoyed the walk to the lobby.
Titanium status also was given free continental breakfast or a discount on the buffet. WE enjoyed both options during out stay. The staff was wonderful and we loved the strong coffee.
We were able to get chairs by the pool facing the ocean each morning and enjoyed the 10am happy hour drinks and pool side service. We also rented snorkel gear from the beach area. We didn't know they offered a weekly rate till the last day, but that was ok too. The snorkeling by Black rock was breathtaking Swam with Turtles and saw Dolphins swimming n the ocean right outside our balcony. Truly felt like paradise.
We did not eat lunch or dinner at the resort but liked how close the Whalers village was for lots of dining options.
Overall we loved our stay at the Resort and look forward to visiting again.
Only draw back was the first male desk clerk and his lack of customer service, but luckily the rest of the staff was amazing!! The only reason we are not giving 5 stars is the initial desk clerk and how he made us feel like he was upselling us, if we had not gone back and asked a 3rd time we would not of been happy.
My review will be similar to Whistlergirl89's below. I also agree that it was really a 3.5 instead of 4 for me if that were an option, and that most of that comes from the beauty of the property itself, the beach, and the views. We walked up and down the path winding through the various nearby resorts, and none of them looked as nice as the Sheraton.
We had no particular issues with our room (3511), other than a few nitpicky type of things such as the large gap between the mattress and the headboard which resulted in my pillow being half off the bed when I woke up each morning. Not the best thought out bed design in my opinion. Otherwise, the room was clean and we slept well overall.
What I did not enjoy was the lack of any recognition for my Silver Elite status with Marriott. Something as small as a free breakfast voucher or waiving the parking fee would have been appreciated. I was not checking my email on vacation, because you know….vacation, but apparently I could have talked to someone about a free gift or 500 points. Oh well, I would have rather something be offered at check-in. As most other reviewers have mentioned, there a ton of extra fees here, so don’t assume that what you pay for the room will be anywhere close to the final total of your stay. It wasn’t unexpected but still annoying, especially as this isn’t an urban area that lacks for parking, so having a parking fee seems like plain old greed. We also thought that the food was overpriced for the quality, and my mai tai was way too watered down.
Interactions with the staff were mostly ok, with one exception where someone was a bit rude. Having just experienced the most exquisite service and hospitality that we’ve ever experienced from a hotel at the Halepuna on Oahu just prior to our stay at the Sheraton Maui, the service and hospitality here was a bit of a let down though, especially considering this was easily the most I’ve ever paid for a hotel in my life.
Despite the issues, I would still recommend this property however, especially for someone who plans to really get their money’s worth out of the resort fees by taking advantage of the pool, the tennis courts, etc. If you plan on spending most of your days out exploring Maui however, this might not be the best value for you, although it’s still definitely a nice place to return to at the end of a long day.
Aloha Spence1980,
Mahalo for choosing Sheraton Maui Resort & Spa and sharing your review. While you liked our guestrooms, we regret not meeting your expectations in some areas. We also apologize for not acknowledging your Silver member status. We sincerely value your business and always want each of our guests to have an exceptional stay.
Furthermore, we are disappointed to learn about the level of service you received from one of our associates. We take our guest comments seriously, as they will help us enhance the experience for future guests. Mahalo again for your recommendation; we look forward to seeing you again soon.
Mahalo,
Michelle Yoon, Guest Experience Manager
