TripAdvisor Traveler Rating

I’ve stayed here many times but this last trip was my last The place is huge and they put us in a very nice room on the far side of the property. The views were amazing but it took so long to get to the lobby or the pool. Literally 100 yards to take stairs to a ramp to take an elevator to walk 100 yards to an elevator to walk 200 yards to the lobby. It takes 15 mins to get a coffee and 15 mins back. Second, they advertise an ala carte menu but when we arrived it’s all Buffett for $50 each. When I complained to the management they just said that they were renovating. I told them to update their website then. Lastly we were gone on a whale watch and pool time from 9:30-4pm and the room was never made up. They came by at 5pm as we were relaxing after the sun and we sent them away. Paying nearly $3000 for 3 nights I would have expected a better experience.

Outstanding stay. Best location and beach, great service, and clean rooms. Breakfast and dinner at the resturant was very good quality. Could not be happier.

The location is wonderful but rooms are run down. Our room had a musty smell. The chair at the desk in our room smelled terrible. Everything we hung in the closet smelled terrible. The bathroom was not very clean. There were stains near the toilet and stayed there after each room cleaning. There was a constant dripping sound coming from the air vent. At night even though we were silent on our patio, a hotel golf cart came up to our faces and high beamed us. Then it left without saying anything. If we were out too late a simple chat would have sent us in as we always want to be respectful. The common areas are pretty nice but for the cost, I would definitely stay in a nicer room and drive to black rock.

We stayed at Sheraton Maui Resort & Spa expecting a premium resort experience, but what we got felt closer to a Motel 6 with a great location — at luxury pricing. Freezing pools None of the pools are heated and they were colder than the ocean, which is shocking for a resort of this price. Nearby hotels have heated pools and jacuzzis, but here the pools are basically unusable unless you enjoy freezing water. Bathroom plumbing issues The bathroom was in poor condition. The wash basin sink was cracked, causing water to leak and form a puddle on the floor every morning. On top of that, both the bathtub and the wash basin were clogged — even a single cup of water took about 15 minutes to drain. This is basic maintenance that should never be an issue at a resort charging these rates. Laundry room problem The laundry room detergent dispenser takes money but doesn’t dispense detergent. When we called the front desk, we were told it’s handled by a “third-party vendor” and someone would come the next day. That’s not acceptable when guests need laundry done immediately, especially families. Serious elevator safety incident One of the main elevators had a wooden ceiling panel fall to the floor, missing my kid by inches. This is a major safety concern and honestly unacceptable. Poor maintenance like this puts guests at risk. Smoking area is disgusting The designated smoking area is never cleaned. It was full of flies, half-drunk alcoholic beverages, and smelled like a drain. Whether someone smokes or not, a resort should keep all guest areas clean and sanitary. Excessive parking fee Charging $40 per day for parking feels like pure loot. Between the high room rates and constant add-on fees, this place nickel-and-dimes guests while delivering subpar quality. Overall impression The property feels dated, poorly maintained, and poorly managed. Staff responses were often excuses rather than solutions. Aside from the location, nothing about this stay felt like a true resort experience. I would not stay here again and would strongly caution families, especially given the safety and maintenance issues.

This resort is disappointing. We travel all over the world and I rarely write reviews, but this stay warranted a review for other travelers considering a stay at this resort. Parking: parking upon arrival is confusing. We used self parking and paid the municipal rate of $54 by accident. The hotel staff helped us get a refund, which was much appreciated. The parking rates listed on the hotel’s website are outdated. The Rooms: the rooms are tired and in need of renovation. Our room was musty and old. The furniture was in need of repair and the AC struggled. The room smelled terribly musty. The TV was broken and needed to be repaired. There was one small trash can for a two room suite, so trash had to be stacked by the door, which of course was not collected. Room cleaning is not done daily as a matter of course. We received no room cleaning on either of our first two days despite inquiries. I’ve never been to a resort that didn’t offer this amenity or at least explain it isn’t provided. I asked how to get this done, and I still have no idea absent complaining. Activities: the pool fills up fast and you can easily be left without an option for a seat. The beach is public. No chairs or umbrellas unless you pay, and even then these quickly sell out. The tennis courts are not well supplied. There is an abandoned tennis building which must have provided service decades ago. Now the racquet and equipment can be found far away at the water rental building. Even then, we learned that they have only 5 racquets total. These are first come, first serve. When we inquired, they had no tennis balls. None. So much for tennis. There is a very tired game room. Most of the games are broken. One of the few that worked- a golf game- had a sharp piece of metal that sliced my husband’s finger badly. We told the hotel help desk and they gave us band aids. They otherwise asked no questions or provided any service. You will otherwise find few staff around the resort. In no way is this a luxury or 4 star resort. I’d avoid it and look elsewhere.