Upsell for what should have been complimentary upgrade. Manager kept repeating we got a deal at our rate from what there’s are paying. What does that matter. checkin area unfriendly and staring employees, hand us cheap beads and spray bottle, late checkout did not involve old key working when knew on checkout was giving late checkout. Involved walking long distance from relaxing at pool to get a key to change in gym opposite side of complex which we did not do. Had to change in our car because old key did not get us in gym to shower and change. Even pool towel girl heading to booth said rudely, “we don’t open until…”. Not 5 star service for sure. Unhappy employees.
While there are some cool elements of the resort (namely the view and the location), the stay was unfortunately filled with some strong negatives. While we really enjoyed the pool and location on the beach, the accommodations themselves were lacking. Room was not as clean as you’d expect for the price point. We found several dark hairs on the bed linens and towels on the first night. The pillows were worn and flat. The room was hot most of the day, even with a/c on lowest setting. Informed the front desk several times, was never truly addressed. We were told by maintenance that “these are old single pane sliding glass doors, it’s going to be hot.” Not sure why this was not addressed in the most recent renovation.The view from the room was great but the walk to the rest of the resort was unfortunately long, particularly when one of the two separate elevators on the way was out of service.Overall, the hotel had frustrating negatives with a few redeeming qualities. There are better options on Maui for the price point.
We were so looking forward to our vacation in Maui. After many options we choose Sheraton because of the location and also because of the offer they were giving. 1. Get the 5th night Free 2. Good Deal on Points. They same was booked and a difference of 450 $ was balance after deducting the points. We spoke to the resort and they said the balance could be paid at the resort. The day we were boarding, got an email saying the booking was cancelled because of shortage of Points. I was shocked and spoke to Bonvoy as well as the resort. Both kept bouncing on each other that they other had cancelled it and they shold be able to restore the booking. Having travelled all the way from India and wil lot of stress we reached the hotel. The guy who checked us in "Noah" was very nice. He said he will restore the booking and have this sorted out. he said I may have to come down to authorise the use of my points and the balance amount can be paid. After following up on daily basis, I was informed that the hotel was talking to Bonvoy and they will have this sorted. This was constantly on my mind and could not focus on anything during the vacation. Last evening when we wer supposed to go out, I get a call from front office and they tell me that the points could not be adjusted and i need to pay the hotel bill in full. I was shocked, I asked my family to carry on and the next couple of hours spent on phone talking to Bonvoy and the hotel. As usual, both were bouncing the problem of one another. The next day morning, woke up stressed, and went to meet guest relations at the hotel. They last was very nice, listened to my problem and told me she couldnt do anything and i should speak to MIchelle from front office. She also thanked me for "Sharing my Situation with her". I really didnt understand what that meant. Coming to Michelle, when I spoke to her she knew the problem I was going through. I was really upset at how the five days had gone. Instead of finding a solution, she literally shouted me down in the main lobby of the hotel. She said "You have to Pay" , "We will Charge you in Full" .. there is noting she could do. She was extremely rude and arrogant. Well I am running short of words... 1. I was charged in Full, for all 5 nights , inspite of the 5th night being free !! 2. Bonvoy also deudcted 185000 points for 1 night without any explanation. 3. No Nights have been added to my account 4. I have been trying to follow up with the hotel and Bonvoy and they both have turned a deaf ear !! Whats the point of being a Marriot Elite Membert if this is the kindof Service you get. Amruth p.s. Inspite of having free breakfast, I was charged couple of times. Noah was kind enough to reverse it. Will update on my ongoing problem with points !!
Nicely laid out with great views of the beach and pools (at an additional cost). The food is good and a terrific buffet breakfast. The rooms are comfortable and those with a view have a small balcony. The fitness center isn’t big but it has a good variety of equipment. Maid service is questionable, I never had a visit from one.
For such an expensive hotel you would think you would receive such wonderful service. The bartender Grant was explicitly rude and ignorant. We overheard him mention to another employee that black people don’t tip well and he refused to serve us. Racism at its finest. It was a very unpleasant experience and we will not come back here again. We will be consulting with an attorney
Our daughter was married at the resort. Upon check in they immediately offered an upgrade at a reduced rate. We were so happy we did it because we needed the extra space with two of our adult children being with us. Loved every minute of this trip and the resort.
We booked two rooms through Costco for my family and my parents. We had requested adjoining rooms at booking. When we arrived they had us on completely different floors which was not going to work with how much we wanted to spend time together. They found us new rooms on the ground floor a few rooms apart. We did lose out on our ocean view that we paid extra for but it was EXTREMELY convenient to be on the ground floor fairly close to the pool. We were not far from our room which made the many trips back to our room better.We enjoyed the pool everyday and ate from every restaurant. The staff was always great and attentive. We rented a cabana for one of our pool days and we really enjoyed having the service and shade. Highly recommend a cabana. We booked this prior to arriving.The hotel also has sunscreen stations which was a lifesaver for the harsh sun on kids!We saw turtles swimming by black rock and even jumped off. So much fun! We would stay here again.
We completed a ten-night stay on Bonvoy-points (560, 000 points) at the “Six Star” Sheraton Maui Resort and Spa in Kaanapali Maui Hawaii, a 5-minute drive north of Lahaina Town, which is less an hour’s drive from the Kahului Maui airport (OGG). This was our third stay at this property. The Sheraton Maui is one of the original iconic resorts along the Kaanapali coastline. Built in 1963, this 59-year-old property was closed for two years in the mid-90’s for a complete rebuilding, but retaining some of the original architectural design, specifically Tower 4. Which is built into the cliffs of Black Rock. Unlike so many resorts (including the nearby Westin & Hyatt Regency) where every bit of property was turned into developed space, the Sheraton Maui has acres of open grass in front of each tower to the pool and beach areas, making this property feel much more relaxing than others. The property centered on top of Black Rock, which is at the north end of the famous stretch of hotels, condos and timeshares, including the Whaler’s Village Shopping Center. The hotel is divided into six towers. Towers 1 and 2 are set back from the beach south of the lobby but can offer great views of the hotel’s luau and ocean. Tower 3 is just north of the lobby, also set back with great pool and ocean views. Beware both Towers 2 and 3 are double-sided with Resort (non-ocean) views. Tower 4 retains its iconic 60’s heritage but has significantly smaller rooms – but the views looking south along the Maui coast are like literally like living in a postcard – whether during daylight, sunset or at night. Tower 5 encompasses the suites and is the location of the former open-air Sheraton Club, which was now only used for morning yoga classes during our stay. We stayed in Tower 6, located on the other side of Black Rock. Getting from Tower 6 to the Lobby requires three elevators and some walking to navigate around Black Rock. However, these larger rooms offer a complete 180-degree oceanfront view of the neighboring Lanai & Molokai islands with only kayaks, outrigger canoes, occasional catamarans & pods of dolphins interrupting the expansive sea of blue ocean water as if at a private retreat, which is so unique to the tropical experience. All hotel rooms just before the pandemic were renovated with new artwork and fixtures. The rooms were clean, and the housekeepers service made your bed and changed out towels daily without asking. The rooms used small individual shampoo and body wash, but the housekeeper’s provided extras if needed. Also added since our last stay are filtered water bottle refill stations, located in each tower on multiple levels, usually near the ice machine. I’d bring or buy your own bottle, as the collapsible bottles provided guests are cheap and I rarely saw anyone using them. The hotel has great casual dining at the Cliff Bar Grill and Mai Tai Bar, offering great food and beverage options. In the late afternoon and evening, they offer great “island style” live music. Recently added is the Sandbar lounge next to the lobby, offering Starbucks coffee and a large selection of bakery items for breakfast and a great casual place to grab a drink in the evening. Elites are also offered free “mocktail” fruit drinks each evening of your stay. This area is adjacent to the open-air lobby, where guests can rest on overstuffed furnishings or tables to also have a great view of the resort and beach. The pool area, which meanders through the Cliff Bar Grill to the Mai Tai Bar is relaxing alternative to the beach and ocean. This was the only area during my entire stay where I felt maintenance was not 100% as a couple of shredded pool noodles and discarded plastic cups littered one spot along the pool scuppers and nearby plans for days. For Platinum Elites & above, the Coral Reef Restaurant offers the award-level continental breakfast, but charges $15 per person to upgrade to the full tropical buffet. On my last stay in 2017, the full tropical buffet was included for top-tier elites. Dinner is also served at this location. A new location
Very, very disappointing for the money. Paying over $920 per night. Paying to be on the water and the grounds but the room is maybe a $350 room at best ! To add insult to injury after we checked in and saw our disappointing room I looked on line and found larger rooms w better views for less money. I called Bonvay/Sheraton yet they would not help upgrade me to a better room despite better rooms being vacant and available. They said “ you saw what it looked like on the website “ Well, they have a great looking website w great pics hence misleading. I said it’s simply not the same as when I saw the room live. The front desk wasn't helpful at all. Just told us to call customer service. In short the value is not worth it and customer service and experience clearly isn’t important to them. I certainly will never stay at a Sheraton again. Too many better hotels and companies I rather give my business to.
Make sure to use ʜoᴛᴇʟʙᴏʟʟʏ.ᴄᴏm when booking a stay. This website will compare countless booking websites and normally will have rooms a lot cheaper than others! Thank me later on! This hotel is one of the most well known in this area. I've been staying here for years. If you choose this place you for sure won't be disappointed.Great hotel, upscale, but not pretentious, family friendly while not overrun with kids. Beach is great, snorkeling right from their beach provides fish, sea turtles and even heard whales off in the distance. In winter whales can be seen routinely from the grounds. Pool is fun, with a 'lazy river's style setup and the pool bars offers drink specials twice a day, around noon and 3-5pm. Great place!