Sheraton Maui Resort & Spa — Hotel in Maui

My family of 6 booked 2 rooms for 8 nights from April 19-27. About a week before we arrived we received an email from the Sheraton Maui's pre-arrival manager, Anjelica Cocson, asking us if we had any requests or were celebrating any special occassions - the best advice I can give is do not ignore this email. Anjelica went out of her way to make our arrival and entire trip absolutely fantastic. We were given two adjoining Deluxe Ocean View rooms in the Lahaina Hale builiding close to self-parking and when we got to the room there were chocolate-covered pinapples and banana bread and notes welcoming us and wishing us a happy birthday! Anjelica provided gifts for the girls as well. Right off the bat we knew we were at a special place that really cared about us having a wonderful vacation.||We booked the Ohana Package for one of our rooms which includes daily breakfast buffets, daily shave ice at Black Rock Shave Ice on the property, self-parking, a s'mores kit, 2 stuffed animal turtles for my daughters, 4 cans of local juices, beach towels, a Sheraton Maui cooler, and reef-safe sunscreen. For a famly of four this deal was very economical as the package bumped up our daily rate about $100 but gave us well over $200 in benefits that we were able to enjoy every day. The self-parking rate is $39 plus tax/fees alone per night and the breakfast buffet is $42 per adult and $16 per kid. We loved having the breakfast buffets every day and we never had to wait more than a minute or two to be seated, even on Easter. And each shave ice is between $9 to $13 and we took advantage of those by getting them 6 out of the 8 days we were there - and they were great. The only caveat is that Black Rock Shave Ice has limited hours and is only open from noon to 3 pm - one day my girls were even running back from Whaler's Village to make sure we got there in time. The s'mores kit also gave us a great chance to spend time with our extended family at one of the fire pits on the property on our 3rd night there - there were enough s'mores for all 11 of us.||We ate at all the restaurants on the property including the Coral Reef for dinner and the Cliff Dive Bar multiple snacks/drinks/dinner. My wife was very impressed with the poke she got at the Cliff Dive Bar and we enjoyed all our meals and the view is unbeatable. We also had a few meals at Hula Grill and Leilani's in Whaler's Village which were easy 10 minute walks from the property. We are really missing all the wonderful fresh fish we ate every day of our trip.||My daughters were in the pools and the ocean every day we were there. The pool is enormous and has the feel of a lazy river but without any current. The south side of the meandering pool was shallow for children and the north side went as deep as 8 feet and that area was mostly adults. There was a small waterslide connecting the pools that young kids were enjoying. ||The beach area and Black Rock (Pu'u Keka'a) were fantastic. The Sheraton was the first hotel built in this area and they made sure to pick the best location. We bought snorkeling equipment at the Wal-Mart by the airport when we arrived and my daughters were able to experience snorkeling with hundreds of fish and about a dozen turtles while we were there. It's such a great spot but can get crowded. We also rented a boogie board from Auntie Snorkel in Lahaina (the weekly rate there was around the same price as the daily rate at places in Kaanapali) and my daughters had fun but did experience a few wipeouts as the waves can get pretty powerful in the area depending on the time of day.||We stayed in rooms 2220 and 2221 which had great views of the luau area and ocean. The room and bathroom were spacious and we spent a lot of time on our lanai which gave us plenty of space to dry our bathing suits. We attended the Maui Nui Luau on the property and the food and desserts were some of the best we've ever had at a luau. It did feel like a bit of an assembly line to get the food but it was a buffet so were were able to get as much as we could carry. The music and performances were all very enjoyable.||All in all this was such a wonderful vacation and we'll definitely come back to the Sheraton Maui the next time we come...

Find anywhere else. This place seems like a great value but you get nickel and dimed for everything. The property is old and tired. The furniture in the lobby and pool area is worn, ripped, and damaged and needs to be replaced. Staff is not friendly.

We arrived and nobody was at the entrance to tell us where to go or park while we checked in with a baby. I got out to check in and my husband parked and took the baby. The lobby chandelier had spider webs on it, there was bird poop all over the patio, and the rugs were dirty. I was trying to be positive but I already had red flags waving upon check in. An employee started yelling at us about our car blocking other people, where was she when we were looking for assistance initially?

We finally checked in and drove to the lot near our building, because our rooms are FAR from the main resort… we get to the room and it’s SO dingy and dated. We were paying almost $1,000 a night per room (maybe more with fees) the room had old tiles in the entry, dirty counters in the kitchenette with little ants everywhere, and the dirty carpet was coming up in the corners of the room. We brought my MIL too and she had the exact same room down the hall and her room was in bad shape and had a strong chemical smell. I was trying to be positive because the views were nice, but for the price, I should have stayed elsewhere. It’s sad that a property in such a beautiful location has been allowed to fall into disrepair.

I decided to stay because I was tired from a long flight with a toddler. After all, how bad could it be?! Bad… we took a nap, got up and headed to the pool for lunch. We had to walk 15 minutes and take multiple elevators to get to the pool and beach area. There is no direct walking path so you are literally taking at least 4 elevators up and down different levels to get to the main hotel area. There were no covered chairs on the beach for hotel guests without paying. I grabbed some towels and thought we could make a space under a tree on the corner of the beach but it was full of litter, including cigarette butts and a used condom. I was shocked! I was not about to have my baby in the heat OR in a dirty corner of the beach, so we asked the people at Aqualani (a third party beach rental company that provides waterfront service to the hotel) what our options were. We chose to rent a cabana because we needed a shady space for the baby. This is ON TOP of the resort fees and tons of other fees the hotel charges… The hotel should at least be providing covered chairs on the beach for guests. This is the reason people come to Hawaii! There were also damaged areas of the pool and lazy river that need repair and patching up. There are holes in the rock walls, etc. it’s just all in disrepair. The chairs have rips in them that they cover with towels, cabanas are rusting and the curtains are torn.

The next morning we went to the hotel breakfast. We had breakfast for two included in one of the reservations, we checked in for four guests and ordered breakfast. When it came time to pay, we asked to charge two of the breakfasts to one room and they told us that only the breakfast BUFFET was included. That would have been helpful to know ahead of time when we checked in and ASKED ABOUT THE INCLUDED BREAKFAST AND THEY CHECKED OUR NAME AND ROOM NUMBER OFF OF THE FREE BREAKFAST LIST AND SEATED US! The communication and service are terrible. Our waiter ignored us when we said, “excuse me” multiple times, and told us we had to go upstairs for coffee drinks that were anything other than drip coffee… the employees seemed overworked and like they were “over it” in general. We didn’t go back for breakfast or for the buffet the rest of our stay.

We had the room serviced one of the days and found nail clippings on the floor that weren’t there prior… we did not clip our nails during our stay, so that is a mystery. Our baby is all over the floor and putting everything in his mouth, so that was very disturbing to find. Thankfully my husband spotted it before the...

Our hotel experience was extremely disappointing, and it's hard to know where to begin. We invested a significant amount of money into this trip, as it was our honeymoon, which we clearly mentioned in our notes. Unfortunately, our special occasion was never acknowledged by the hotel. We specifically booked the Oceanfront "Monona Experience" instead of an ocean view room, hoping for closer proximity to the beach and more enjoyable activities. While the room did offer a stunning view, we were misled as it required taking three separate elevator trips and a 10-minute walk to reach the beach and pool. This was quite misleading. If we had known about the extensive walking and inconvenience, we would have made a different choice. Furthermore, in the middle of our trip, the hotel closed one of the elevators used to get to the beach for maintenance. This unexpected closure meant we had to climb several flights of stairs to access the beach and pool. Adding to our frustration was the presence of cockroaches. On our first day, we arrived at the pool early, only to witness a staff member screaming due to a cockroach. Initially, we didn't think much of it. However, the very next day, while sitting on the couch in our room, a gigantic cockroach ran between my legs! We immediately called the front desk, and they assured us that someone would come to remove it and spray the room. They mentioned that cockroaches were common in Hawaii, but during my previous visits, I never encountered one in my room. The following morning, we were greeted by yet another cockroach walking near the foot of our bed. We managed to trap it with a towel, and someone eventually came to the room to remove it. Additionally, on the same day, we noticed a dead cockroach near the elevators, which remained there for two days! At this point, it felt like more than just a few occasional pests; it seemed like an infestation. On our final day, we opted to relax at the hotel and went to inquire about booking a cabana. We arrived at the booth at 7:45 am, only to be informed that we had to wait until 8 am for reservations to begin. We politely asked if they could check if any cabanas were available, to avoid waiting unnecessarily. Although it seemed inconvenient for the attendant, she reluctantly checked and confirmed that two cabanas were still unreserved. We sat in the chairs next to the booth, patiently waiting until 8 am. However, between 7:55 am and 7:58 am, two couples arrived and were assisted while we were already waiting to reserve the cabana. When we got to our cabana we noticed the fridge was dirty still from the pervious day and it smelled horrible. Later, around noon, we turned on the cabana television to relax and watch TV. To our surprise, a server entered our cabana and informed us that other guests had complained about the volume of our TV. This occurred between 12:30 and 1 pm, right in the middle of the day when there was noise from a crying baby nearby and people chatting and laughing in front of us. We were unaware of any "quiet hours" at the pool during that time, which left us puzzled as to why they included a television if we were not allowed to listen to it. We promptly turned down the volume, and within two minutes, someone from the Aqua booth, where we had rented the cabana, barged in and reprimanded us for the TV being too loud. I explained that we had already lowered it almost to zero, to which he simply responded with an "okay" and left without any gratitude or proper customer service. This lack of appreciation and zero customer service was especially disappointing, considering that we don't often splurge on such luxuries. One would expect that spending $300 for some shade and a couch would warrant better treatment. Although there were a few friendly and helpful staff members, the overall demeanor of the staff seemed uninterested and lackluster, which further added to our...