Sheraton Maui Resort & Spa

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 4929 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-3.5

    5 most recent TripAdvisor reviews:

    Great location and amazing service

    Reviewed by TONYIndianharbourbch(Melbourne, Florida) on Jul 15, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This hotels service was amazing and the beach was amazing!! The rooms and food where great we would be back for sure. Great service and amenities for Titanium members. All the staff was very helpful and made our vacation very memorable

    Wonderful resort!

    Reviewed by sarahsvermont18(Shelburne, Vermont) on Jul 15, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Loved our stay, so much to do here! An on site naturalist, great talks each day. Beautiful pool, beach is spectacular and a nightly cliff diver! Rooms are spacious with ocean views, easy access to the pool. Friendly staff!

    Sadly has gone downhill dramatically

    Reviewed by James J(Woodbridge, Virginia) on Jul 11, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    This was our third year in a row at the Sheraton Maui. More than likely will be our last staying there even though we plan on visiting the island next year! There has definitely been a change in culture and care at the resort for the worse. The items I'm going to mention arent "one day oops" issues. First the good, obviously the location and natural beauty of Hawaii. The housekeeping staff on all three visits have been friendly, and truly seem to care (on a side note, they truly appreciate a thank you and a tip). Some of the issues are minor and may not be noticed by a first time visitor. As a repeat visitor (in my opinion) the changes are striking. 1- Check-in. Offered upgradefor $125.00 a night to move 4 doors down and a free breakbast (view was similar). We did not take it. Later spoke to another guest offered a $150 upgrade to Ocean front (on the hill), they turned it down but were given it anyway at no cost. They were sold out, as a Gold Elite member Sheraton should be trying to rip you off by upcharging something they know they have to give it away. 2-Check-in could have been at a Days Inn roadside, same level of service.No details on the resort, just hande a piece of paper. NOT welcoming at all. They were pleasant but didnt seem top really care (there was no one behind me so they werent trying to rush to help the next guest. ***POOL & POOL AREA GROSS*** 3- Prior years always saw employees (besides the towel attendants who are 3rd Party). Not once besides cocktail server did we see anyone check on pool area. -Small tables next to longe chairs never cleaned and were sticky and dirty from night (or weeks) before. Found out when I put my shirt on it. Thanks Sheraton. -Broken table sat next to garbage can for 4 days at pool -Pool is pretty BUT has not be cleaned or santized in a very very long time. An abundant amount of scum and black mold on tiles. It is obvious never gets cleaned. Nor does the pool deck get cleaned or hosed down. Pineapple and cherries from prior day under chairs. Drink cups scattered on side of pool in the shrubs. -No employee monitoring pool to make sure towels are there just saving chairs for hours with no one ever sitting there. ZERO cleaning of pool area throughout the day. -Only saw pool being cleaned in the dark! Not vacuumed only broom squeege moving sand around. You cant effectively clean a pool at night. KOI POND -Prior years saw ponds being cleaned (vacuumed) water looked great. This year excessive algee and scum collecting near water fall. GROUNDS & GARDENING - Lush and Beautiful Tropical Plants. Again prior years always saw employees trimming weeding raking etc. This year many dead leafs that should be removed still on plants. -Planters on Balcony. Plantings are random or more likely weeds or survived the lack of care. When I went to Front Desk on morning of Day 2 of stay to express concern about pool cleanliness, at least the attendant was honest with her reaction which was total indifference and lack of concern. - No sense she thought it was an issue. - No sense that it might be corrected anytime soon. When it was clear it didnt matter to her, I asked if there was a formor something I could complete to let the manager know. Her answer was for me to fill out a survey that I would receive after my stay. Bottom line they have obviously cut their staffing. Maybe it was to cut costs due to strike last year or just poor management. Either way it is pathetic. I can book a number of other hotels for $150+ less a night and still have a better experience. My wife use to insist we stay at your hotel, not anymore.

    Individual ratings:

    Location

    Location-5

    Rooms

    Rooms-4

    Service

    Service-2

    Excellent pool-side service

    Reviewed by CWaldron99(Long Beach, California) on Jul 10, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    My friends and I stayed here for four nights in two separate rooms. We had a very easy trip from the airport to the hotel (definitely recommend an Uber XL instead of the hotel shuttle if you have a group of 5 or 6; much cheaper). When we arrived only one of our rooms was ready and we were told that we would receive a text letting us know when the second room became available. So we dropped off our stuff in the available room, changed into bathing suits, and headed downstairs for lunch. When we arrived at the Cliff Dive Bar, we sat down on a semi-shaded table and waited (and waited and waited) for our waitress to approach. When we had her attention we quickly ordered drinks and our food. We then proceeded to wait even longer for our food to finally arrive. Luckily the food was delicious and worth the wait. I absolutely do NOT recommend sitting down to order food; simply post-up at a lounge chair and order from there so you can be cool in the pool until your food arrives. We then proceeded to spend several hours by the pool relaxing and tanning, but still no text-message. Finally, around 5pm we went back up to the front desk, waited in line, and inquired about our room. Although it was ready, and we were happy to be able to unpack, we did not receive an apology for the delay or any kind of explanation as to why we had waited four hours for our room to be ready. Some tips regarding this hotel: 1. Very centrally located; easy free shuttle to take to other hotels, Safeway, Front St, etc. 2. They allow personal water bottles down by the pool (I recommend taking the shuttle to Safeway, purchasing a handle of rum and a gallon of pineapple juice - yes there are refrigerators in the room - filling up your own thermos/water bottle, and not spending $15-$18 per drink during your trip) 3. The only part of the hotel that is air conditioned is your room. The lobby, walkways, and restaurants are all open-air; which is great because the weather is always so nice! Just be aware that any reprieve from the humidity/heat is in your own room 4. Also, weirdly, when our room was cleaned our shampoo/conditioner bottles were not replaced and we had to find a cleaning person and ask for extra

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-4

    Overbooked and very long walks

    Reviewed by Andygirl59(New York) on Jul 09, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    After a very long trip, my family of 4 arrived at the front desk to be told that “we should have been there two days ago, and that we only had one room booked”. That room was not even the upgraded room that we PAID FOR. Thank goodness I had a copy of the original booking available, which was included in the final document sent to me the day before our trip. We had in fact reserved two deluxe oceanfront rooms on the correct days of our arrival. The front desk receptionist couldn’t have cared less....actually said they overbooked and went to speak with the manager ( behind closed doors)! I guess after reviewing our document, we were given two rooms, but we would have to move to another the next morning. They did finally make it right, but it was a very unpleasant experience. The hotel itself is HUGE and we had to take 3 elevators (first to 3, then up to 8, then back to 3) and a 20 min walk to get to anything. This is really not easy for the elderly, or someone with health problems. The place seemed worn and crowed. The restaurants were a fortune and the food was subpar. I will be staying elsewhere next time.

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