Sheraton Maui Resort & Spa

We have stayed at the Sheraton many times and this time we felt the service had improved. Most of the workers were very friendly and were helpful. We had a high floor in building 4 with a panoramic view of the pool and beach. The breakfast buffet was moved to an area near the elevators on the 3rd floor because the Coral restaurant was closed for a remodel. The breakfast buffet was good and the omelette chef, Christopher, was always smiling and made our breakfast experience extra special. The pool chairs were full by 9:00 am so it was necessary to get pool chairs early. The Sheraton still allows outside people to use the pool and take up pool chairs which is very unfair to paying guests. Tepan-Yaki Dan restaurant was great. I really enjoyed the Marlin and the Lobster. The snorkeling by Black Rock is normally fantastic but because of a recent storm the water was murky most days. The Sheraton is a solid 4 star resort and I would return again.

The Sheraton Maui is designated as a four star hotel. I disagree with this rating. The hotel is at best a 2.5 star. While the rooms are adequate and many views spectacular the hotel is old and needs repairs. The first morning there was no hot water. We had to request room service, especially to get towels. I really don’t care if some hotels only provide room service every other day. The money I am paying for this room they should have a maid outside my door. They say there is a shuttle to take people to the shopping mall close the hotel. However it is never available when asked for. Consequently you need to take a taxi. After a 5 minute cab ride you are charged $20. Finally the architects who designed this resort must have been drunk. In order to get from the lobby where the restaurants are located to my room I had to walk at least a quarter of a mile and use 4 different elevators. I recently noticed staying at this “resort.” Marriott you should be ashamed.

3 stars is a generous rating. We booked a deluxe ocean view room and found it to be large with an excellent view. The staff members we encountered were friendly and helpful. However, our expectations for a wonderful experience quickly soured. First, we woke up to no hot water in our room and a puddle of water on the bathroom floor. Management fixed it by mid morning. The next morning we had no hot water again, and there was another puddle of water. We asked for a different room and were given a smaller room but it still had a good view. We lost time for our activities because we had to pack up and wait for our bags to be moved. We also leaned that two of the restaurants on site were closed for renovation. This information was not on the web site nor was it given to us at check- in. Parking is expensive….$40 for self parking. This is above and beyond the resort fee. The pool was freezing- obviously not heated. Overall the Sheraton has a great location but the hotel is in dire need of renovation. It feels old and tired. Other hotels along the beach are updated, not this one. I do not recommend until the owner renovates.

We were in room 3631. Noah provided us with a map at check-in and explained how to get to our room, although the signage was terrible. I recommend that a sign for each building be placed at the location where the guest swipes for parking access (no fault of Noah). Also, when checking out, Noah was rude when I asked him to explain the charges on my folio that I had received in my email. He didn't answer my question just proceeded to say "I'll just print it so you can see for yourself." I ended up having the same question that he had to answer at that point. I also asked him how I get the gift for being a Gold Rewards member that I received via email. He said, "I don't know anything about that. Who sent you the email?" I said I would have to check my email on my phone. He then said, " Well, you need to move over to the side of the desk while I take care of the people in line, while you look for it." It only took me less than a minute to find the email.

My husband and I spent 11 days at this resort and throughly enjoyed it. The people are wonderful. Everyone from check-in to housekeeping and the servers went out of their way to be helpful. We stayed in the Moana Tower which we loved, but it is quite a walk to the pool and beach. We sat on our balcony and watched whales, turtles and even a seal. The rooms are a little dated, but worked well for us. We would happily return and stay there.