Sheraton Maui Resort & Spa

We had a very disappointing experience at the Sheraton Maui, and I would not recommend this resort. The rooms felt outdated and poorly maintained. There was no proper dresser, just two small cubbies in the TV console, which made it difficult to unpack and forced us to shove all our clothes into small cubbies or hang t-shirts. There was also no microwave. The beds were particularly uncomfortable due to the lack of fitted sheets; the flat sheets would slide off during the night, leaving you directly on the mattress. The TV remote worked poorly, which is just a small minor irritant that you can ignore on its own but not when mixed with all the other issues already mentioned. The closet was in the bathroom, which is something you don't consider is a nuisance when multiple people are showering/getting ready. The sink in the bathroom also did not drain properly, it obviously needs to be snaked. The room attendant was great. Overall, the property itself felt worn and neglected. During our stay, we noticed cleanliness issues throughout, including roaches in the hallways and visible dirt that remained unaddressed for days. The gym was also in poor condition, with rusted machines and some unusable equipment. At one point, there was a piece of black cloth taped awkwardly to the elevator on our floor, and only our floor. It served no obvious purpose, it looked unsanitary, interfered with the elevator doors and was there the whole time. On the third day, items were stolen from us at the pool. When we reported this to guest services, the response was extremely concerning. There was no initial apology, and we had to repeat ourselves for about 15 minutes before receiving any acknowledgment. The guest services manager was dismissive, even stating, “this can happen, we know it can happen,” which was not reassuring at all. She also gave conflicting information about security cameras, stating that there were cameras around the pool but we saw none. After that incident, we no longer felt safe using the pool. The most unacceptable part of our stay occurred during a brush fire that shut down the road, leaving us stranded away from the resort. The hotel provided no guidance or assistance, we received no updates and were essentially left to figure things out on our own, including finding alternative accommodations for the night. When we returned the next day, the resort had no power. Again, there was no communication from the hotel. We learned about the outage from locals, not staff. There was no hot water, no air conditioning, the pool was closed, and we were not even offered basic support like a flashlight or a place to charge our phones. With no information or accommodations provided, we decided to check out immediately. For comparison, the 3-star hotel we stayed at during the fire was significantly better in every way, cleaner rooms, more helpful staff, and an overall far more comfortable experience. We did have a good time at the Luau but you do not have to stay here to go, and it was super expensive with no discount for Sheraton guests. This trip was meant to be a special experience, and this resort fell far below expectations. I would not recommend staying here, even if your goal is to visit Blackrock, you're better off driving to this public beach for an hour and keeping your valuables in your car.

You simply cannot beat the beach access and proximity to Black Rock! Sure, the rooms are a bit dated (as many other reviews will point out), but once you quickly get over that, the location and property was perfect for us. It's a bit quieter than the resorts by Whalers Village (which we loved) and because it's one of the original resorts on Kaanapali, the property is much more spread out vs. having to be built up like a high-rise. We were in a beachfront room in Tower 4, which gave us immediate access to both the pool and beach areas. We never struggled to find seating by the pool, and especially loved watching the sunset from the lobby. As Bonvoy platinum members, we got the daily free continental breakfast, and, honestly, it was awesome. The banana bread and granola were amazing; do not worry about upgrading to the buffet. Whalers Village was less than a 10-minute walk -- and we even took the free Kaanapali trolley a couple times. Our favorite restaurant in the area was Ulu Cafe (at the Westin), which, again, was such an easy walk. (Pro tip: Ulu will validate your valet parking at the Westin!) We bopped over to The Snorkel Store (2 minute drive) to rent snorkeling gear for just $10/day. They had everything we needed! The snorkeling at Black Rock (right outside the Sheraton) was the best we had on both Maui and O'ahu our entire trip. If you're staying at the Sheraton, definitely get snorkeling gear! We were first-timers, and The Snorkel Store made it all feel like a breeze. We loved our time at the Sheraton. When we return to Maui, we will not be very tempted to try another resort - this was felt 'just right' for us, and at a price that couldn't be beat for Kaanapali!

Since I hadn’t dove in a few years, I decided to do a refresher course with Black Rock SCUBA. Anika was my instructor and SHE WAS AMAZING!! She explained everything clearly, answered all my questions and helped me into my equipment. She also helped me into and out of the water. I felt safe and comfortable in the water following Anika!! If you are in Maui and want a great shore dive, I highly recommend Black Rock SCUBA!!!

The hotel is dated and overpriced. They sell day passes to people that are not staying there. Those folks let their kids run a muck unsupervised. The front desk staff is horrible .. Rude, unprofessional and very little experience. Wouldn’t recommend!!

Overall, we had a good stay at Sheraton Maui Resort & Spa. The front desk team was very nice and helpful, and I also want to give a special compliment to the housekeeping team. They did a great job and were always friendly. However, the valet team was a very different experience. They were not very friendly or helpful. For example, they usually did not help open or close the car doors, which I would normally expect from valet service at a resort like this. The most disappointing part was when we were leaving. One of the valet staff asked me where my luggage was, so I thought he was going to help load it into the car. I even had the tip ready for him. But he just brought the luggage over and left everything outside next to the car. I’m not sure if it was because we had too much luggage and he didn’t want to load it, but it definitely left a bad impression at the end of our stay. The hotel itself was nice, and we really appreciated the front desk and housekeeping teams. I just hope the valet service can be improved to match the level of service from the rest of the resort.