TripAdvisor Traveler Rating

We were pleasantly surprised by our stay at the Sheraton. We’ve previously stayed at the Westin and Ritz Carlton and we actually liked this better. Their pool, grounds and location next to Black Rock were OUTSTANDING. I think the best pool in Maui. Loved how there were quiet secluded parts of the pool river where you could get shade, waterfalls, beautiful flowers/trees and privacy. It’s 4 min walk to Whalers village where there is shopping and a ton of food. The nightly show is great. The singer next to the pool in evening is amazing. Loved all the Hawaiian classics. My favorite. We sat in the pool with our Lime Da Coconut cocktails and listened to him every night at sunset. Then we’d watch the Cliff Dive experience. One of kind on the island. The architecture of the hotel is so iconic. I love how it’s kept the feel from the 60s original building. We had a great room that was closer to the pool and beach so didn’t have to walk far. And our view of beach was outstanding. The rooms were ok. Not modern but fine. Mini fridge, balcony large bathroom. I wish they had kitchens or microwave so I could reheat leftovers. Also wish they had screens on the door so we could sleep with door open at night and listen to ocean. But we couldn’t because the birds would come in. I’m a Titanium Bonvoy member. We got the continental breakfast included with our status which as fine. You can upgrade $18 for the hot buffet items. Lastly, my 10 year old wants me to mention that the game room has free retro video games like Marvel Pinball, Joust and Tempest. We went there in early mid day when UV Index was super high to prevent sunburns.

We booked a 5-night stay (July 03 - July 08) ) based on positive reviews but had to leave early for the Ritz, despite paying for the entire stay, due to our disappointing experience. 1. Poor Welcoming: The reception staff were unfriendly and unwelcoming. 2. Unsatisfactory Upgrade: As Platinum Elite members, we were "upgraded" to a Moana Tower ocean view room on the first floor. The view was poor, and the tower was far from the main entertainment area. After complaining, we were moved to a room with a better view but it was much smaller than expected. 3. Overpriced Breakfast: They charged $40 for our 13-year-old daughter's breakfast who just consumed rice, and the Platinum Elite benefit only covered a continental breakfast just for two, not the buffet and you pay another $15 to upgrade to buffet. It felt like a money grab. 4. Lack of Management Response: Attempts to provide feedback to management were ignored. No official email or survey was received, and our email went unanswered. Overall, the experience was not worth the high cost. We won’t return to this hotel and recommend choosing another Marriott property in Maui to avoid wasting money and time. This was the worst experience we've had with the Marriott brand.

We expected more from this hotel. It was highly recommended by friends who stayed a few years ago. Unfortunately, we found the pool and beach area to not meet our expectations. First of all, the pool area has rental for private cabanas and cushioned lounge chairs. They are not well maintained and need to be cleaned and some replaced. Cushions were torn and so were the canopies. The flower beds were littered with garbage and it was not cleaned for days. Due to the winds - things constantly blow around and go into the pool. Facilities needs to be on it all day, clearing things and ensuring that the pool is pristine. There were A lot of people around and the kids left their garbage everywhere. Another issue is that you have to rent your beach chairs and umbrellas. The resort doesn’t provide them for guests and daily rentals can be expensive if you do it for your entire stay. I included a picture of the rates. Also the beach is public and there are so many people in front of the resort area. Snorkeling is amazing at 7 am. Once 9 hits, it’s so crowded and snorkeling is annoying as you are among 100’s of people doing the same thing. In addition, my husband had a negative experience with the front desk staff in the middle of a power outage at night which lasted 4 hours without the guests being informed. Poor communication and staff (Holly) needed customer service training. The manager did listen to the situation, apologized and when we checkout out adjusted our resort fees. Overall, the pool and beach areas are pretty from the areal views. They do get very crowded on any given day! Be aware it is public so many people go especially to jump off black rock. Our room was fine- no issues. Good view of the beach! We live Maui and will return but will go to the Hyatt. We toured it and loved it!

The common areas of this hotel are beautiful but the standard rooms are a bit dated and are not as nice as the pictures. The air conditioning unit inside the room made the room feel humid and didn’t cool very well, the TV stand door didn’t shut and had a hole in the bottom of it and the shampoo, conditioner, body soap in the shower was empty. The hotel staff was very friendly and the beach which was in property was fun - you can snorkel outside the hotel and see tons of fish and sea turtles.

The worst place to stay for the price we paid omg where do I begin the rooms suck and seem outdated. The staff was ok but one the Managers Erin omg she is the worst I talked to her about one of the major issues there and she said she was gonna take care of us and nothing happen. I took my family there and paid 9,800 for a room with a Murphy bed sofa bed and two full size beds beds were so rough i couldn't sleep most of the time and if I did I woke up with my body hurting me then to top it off one of my sons gets locked in the bath room toilet room when I say locked in I mean trapped the door handle malfunctioned and he was trapped called front desk to ask for help took them about 20 min to get some one there with tools he couldn't get it had to help him take door off hinges then still didn't work so I took screw driver from him and forced the door not caring I just wanted him out of there got door open so you can only imagen I was not happy paying that much for room and the saying you pay for what you get isn't the case I should've have stayed in a lower end hotel and prob would've been better at check out is when I found out Erin didn't keep her word I would never recommend this resort keep looking around its not worth the money