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TripAdvisor traveler rating5121 reviews
Worst place we could have stayed for our wedding night
This was our wedding night. The service was horrible, the room was outdated (stains on the carpet too!), the food was subpar at best and no one made us feel special. From the moment we arrived (still in our wedding attire) no one helped us. We started unloading our belongings from our car with no assistance until we tracked someone down and asked for help. We were also told a bottle of champagne would be sent to the room and it never came. I called after several hours of waiting to ask for it, and after 25+ min of waiting, I locked our door for the night and placed the privacy sign. After I’d placed the privacy sign, I still got a call to the room. In the morning we couldn’t wait to check out. I wanted to tell the front desk that I was disappointed in our stay, but the woman who checked us out didn’t even ask how our stay was, even though I was visibly upset. As a Maui resident, I felt we were treated poorly and that the staff couldn’t care less that we had just gotten married that day. I will never stay here again, would not recommend it to others, and wish I hadn’t wasted this money on the most special night of our lives in this hotel.
This hotel needs a serious make over. The room was so dated, mismatched furniture, tv not working, and not even any art work on the walls. Not that art work is super important, but it definitely adds to the ambiance. There was absolutely no ambience. A very boring room. Poor housekeeping..dust, streaks on glass and mirrors and staff that are in a major hurry to get you out of the room so they can “clean” it. The lobby is nice but again, noticed it needed some glass cleaning. Staff was nice. Had breakfast buffet... it was terrible. Cold, bland, greasy and certainly not worth $33. Pool area was understaffed and remained unkempt. Trash was piled up and dirt towels not removed. Having stayed at the Hyatt Maui Resort, just days prior, for about the same price, this is a huge disappointment and seriously made me wish I just stayed at the Hyatt. The Hyatt was far, far superior, on all levels!!!
The most beautiful location
This was our first stay at the Sheraton. It was about half the price or less than some of the other properties we’ve stayed at before in Kaanapali and Kapalua, so I was a little worried it might be a disappointment, but we really enjoyed it. The beach is absolutely beautiful and has the best sunsets I’ve seen on the island. Some of the past reviewers mentioned the pool was freezing — I know they did some repairs and had to drain / refill the pool a couple of months ago, but it was plenty warm for us now. I also really liked that the pool has a “lazy river” (I use quotes because it doesn’t really move you along), but it was nice to find private little coves to hang out away from the crowds. My 4 year old son had a blast. The service was also exceptional. Everyone was warm and hospitable — Kelly and Kathy at the lobby bar were great. They remembered us and out drink orders. Valet guys were super prompt and friendly, too. Housekeeping was always quick and consistent. There were only a few things that I felt could be improved: - the food at the Cliff Dive Bar wasn’t great. The continental breakfast was fine, but everything else we had was a letdown. The food at the lobby bar was much better. Drinks were good all around though. - the pillows are really flat; I needed 3 to sleep comfortably - yes, people do save pool chairs early so it was hard to find a spot in the shade unless we got up at 6 or 7 to snag a spot. Overall, I thought this was a beautiful resort and I’d happily return. While it’s an older property, our room felt modern and recently upgraded while still maintaining the charm of one of the first properties on this part of the island.
Just OK, Expect more for $$$
My husband and I spent 6 nights in a Moana Oceanfront room in May 2021. Overall, we were not impressed and are unlikely to return. Considering the price paid for the room, we expected a higher level of service. While our room was serviced each day, the room attendant only made bed and provided fresh towels. They did minimal clean up of the rest of the room (for example, putting away ironing board or wiping down counters). We were also disgusted with the way the pool area looked by each evening. Guests leaving towels and trash every where. Towel bins and garbage bins constantly overflowing. You would expect this to be cleaned up by morning, but each morning when we would walk to get coffee at 630-7am, the towel bins and trash bins were still over flowing. It just gave us an icky feeling and so we avoided the pool area. Also, one afternoon around 1pm we asked for towels to bring to the beach. We were allowed only one towel each as they were running low and needed to ration towels. Given the price paid to stay in a Moana room and the resort fees, I expected a bit higher level of service and cleanliness. I'm not sure if covid staffing has anything to do with it. As for the Moana room itself, it was very nice and comfortable. Views are incredible. Like others mention, it is a bit of a hike to get anywhere but not really that bad. The building we were in had direct west facing views so it was very hot on the balcony in the afternoon while the sun was setting. Mornings on the balcony were perfect and my favorite part of the trip. However, the chairs on the balcony are extremely uncomfortable. There is a rod that goes across the back and it is awkward to sit. We used a towel from the room to pad the chair. Got used to it after a few days. One bright spot--the bellman are very helpful and hospitable. We had about 9 hours between check out and our flight and so we left our bags with them while we got some lunch and did shopping to kill time. They were super nice and even gave us some water bottles for the road once we picked up our luggage.
First, a shout out to Evelyn at the front desk. She is fabulous, accommodating, kind, and super professional. Hotel is a great shape. Food great, service great, don't know what else you can ask for! Only area for improvement would be the room carpets. Probably time for an upgrade. It is however, a wonderful resort .