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SHERATON & MARRIOTT BONVOY JUST DO NOT CARE. SAFETY CONCERNS NEVER ADDRESSED DESPITE IMPACTS.
SHERATON MAUI RESORT & SPA - UNSAFE UNHELPFUL AND GO BACK ON THEIR WORD. Where do I start.....seriously, I will need to just put in bullet form all the things they messed up for us and all the safety issues...as despite some attempt to help with issues initially....the issues kept on coming getting every more serious and Sheraton just ignored them/ went back on their word. Marriott Bonvoy who own the chain, were contacted also and provided with photos...just ignored us also and would not address anything. Told me to phone the hotel and washed their hands of it. I have a spinal condition, had contacted the hotel before we booked to make sure they could make some small modifications to support me which they confirmed was no trouble ( spoke in person to Guest Service Manager..... I was a Platinum guest also...but that means absolutely nothing as you will see below) 1. Booked for a taxi to collect us at airport as travelling means my spinal conditions hurts to a greater extent and I just need a bit of a rest once I arrive then good to go- cancelled taxi whilst we were in the air....left us to find our own transport walking round with cases...my back was agony...2. On arrival room not ready with mattress topper and extra pillows I specifically discussed with Guest Service Manager would be needed to support my spine - as need to be propped up and lying in a certain was advised by consultant, to alleviate my spine. Furious about that.3. They went to get a mattress topper ...it was put on the bed and as it flopped open from its ties..huge green / black mould spores and stains visible! Maids turned it over and it was the same...I wonder if that is what we would have been sleeping on non the wiser if we had not witnessed the state of it ourselves!? In this day and age with cleanliness being even more paramount...unbelievable.4. It was hours later before room was ready...to apologise manager comped the Luau we booked...but I could only last 15mins and had to return to room as fiasco on arrival meant my spinal condition was worse. It was our special 30th Wedding Anniversary and the Manager instead gave $200 on the room to say have room service and a nice bottle on him to apologise as I could not stay at the Luau....that was nice and accepted .5. Spinal condition was not better by next night so did not really eat..reception said any unused room credit would be refunded on departure.....it was not and in fact they charged us an extra $65. After leaving we saw the debit on our card and no credit...Manager was emailed he said not getting remainder of $200credit but mistaken $65 would be refunded.....going back on his word...but there was more in between this.....6. On the night after we arrived when we were supposed to use the credit on room service but I could not as in so much pain could not eat......I slipped on water leaking in the night from aircon, on way to bathroom...agony! 7. My husband called for help to fix..they said it was fixed but it never was whilst we were there..deathtrap. On reporting it to manager, nothing put in an accident book or anything. 8. On the balcony we saw a huge lump of cement coming away....worried the big lump would fall on people below...so we reported it....nothing done. We did not go on balcony again for fear of the issue, so curtailed our holiday further.9. The sink was blocked when found once we turned tap on..so could it use sink to wash hands ( during Covid!!!??) I had to bend over whilst my husband held me up under my arms to take strain off spine, as best he could to wash hands over a low bath!!!! Disgraceful!Left extremely unhappy, but actually happy to get away from there and the significant issues.Contacted them after and emailed the photos of the dangers again......no response.Contacted Marriott Bonvoy....who own the chain, they could not care less and said nothing, but I can contact hotel if I needed to. Furious that no one cares, no one takes ownership and any gesture is just retracted. I was in a terrible condition because they could not do a few simple things I had pre-arranged with them before arriving. 😡😡😡 Our 30th Wedding Anniversary, planned for, for 5 years.... in tatters straight away, courtesy of Sheraton & Marriott Bonvoy.
Exceeded our expectations
This resort is beautiful! So glad our travel agent suggested this one for our honeymoon. It definitely exceeded our expectations. It’s right in the mix of things in Lahaina. Service was great and so were the food&drinks/restaurants & bars. We enjoyed our ocean view every morning over breakfast & coffee. Although we booked all our excursions in advance they a agent to help you during your stay with all that as well. Again the resort is beautiful and right on a gorgeous beach with Black Rock Cliff to your right. Be sure to watch to lighting of the torches ceremony one night at sunset. Such a cool thing to see. You can also cliff dive off of Black Rock too! Added plus for being 5 minutes down the road to Whaler’s Village outside shopping mall!
Big mistake, Stay elsewhere!
Sadly this property was a let down so we will never be back. Unfortunately our initial resort booked on Kanapali Beach was under construction, we confirmed so a week prior to hitting Maui. Fortunately I had looked up an available back up resort in the Sheraton - or so I thought.. The Sheraton Staff was very nice and friendly to take our booking. Unfortunately, this property is NOT up to Sheraton standards, not up to par for a Maui experience, it is old, just not worth much money at all! We checked in on a Friday at sunset, was too windy for the cliff divers show or to even walk on the beach. But we were willing to give it another day. Nope, by Saturday morning we couldn't wait to leave, started calling Wailea resorts to see if we could go back there for the week. We were to spend a week at Sheraton but 2 nights was even too much disappointment! We checked out by 8am Sunday morning leaving skid marks out of there! The pools were FREEZING cold, not heated one bit (and I can handle a cold lake up north)! Dining available was sub par, lobby coffee shop had long lines each morn. Tiki bar by pool didn't have good food. The parking deck was close and convenient. The suite we had was in a tower that sat aways back from the beach and was ocean front/view. The old sliding doors whistled and shook in the wind all night making awful noises! The suite was old and worn and dusty and hadn't been cleaned properly. The bathroom was spacious. The lanai had 1 lounge chair on it that looked 20 years old and was all torn up! Who would want to sit there?! No pride shown by Sheraton for this property. Completely disappointed! Couldn't wait to leave! Will never even consider going back! Look elsewhere unless you are desperate! I really wish I had read reviews like mine before spending money to stay here!
We just stay at the Sheraton for the first time (we've been to Maui many times). After traveling and being up for 30 hours, when we checked in, we were given a (leftover)garden view room with 2 double beds when we had booked a king ocean view room. STRIKE ONE! They apologized and offered to move us in 2 days when they had what we booked available. This room also had small gnat like bugs in the bathroom that crawled on everything that I brought to their attention and did nothing about. They don't seem to understand the inconvenience in your vacation time. We stuck around the hotel that day and asked the they call us when the new room was ready. They did call, we went directly to the room and waited 1.5 hours until I went to the lobby and asked for a cart to move ourselves. I was told they couldn't do that, they'd send a bellman. FINALLY, we were moved to what we had requested and there were the same bugs in that bathroom! Now aside from it being tired looking and needing updated, the rooms were nice sized, the bathroom nice and big with full view mirrors on the bathroom doo s and good lighting. They had free water pouches you could fill at free water stations throughout and also free reef safe sun screen stations like soap dispensers. The beach is beautiful and it's in a good location for walking to various shops and restaurants. It's too bad it's tired and outdated and now managed well because it does have some good features. We won't recommend it nor stay here again.
Best place to stay in Kaanapali
We love this place...we have traveled all over the Carribean and this has been our go to vacation place for the past four years. Additionally, it's a wonderful location, being located within walking distance to Whaler's Village, which has a wide array of shops and restaurants. We travel with two teenagers, so it's a very comfortable and safe location for them to walk around the resort and head down to Whaler's Village...you can't do that in most places in the Carribean. The staff is great, and everyone is so friendly. We ordered food and drinks from the pool everyday...The Lava Flow, and nachos are great...as well as their Guacamole! They also have a Daily Happy Hour at the bar/poolside. Many of the staff have been there for multiple years and we enjoyed the new bar off the lobby. There's not a bad room location..everyroom has a patio or balcony, and the grounds are meticulously maintained. They have recently redone the entire facility and it is beyond beautiful. Our room was cleaned everyday and our room attendant was friendly. We typically do a whale watching tour, but this year, we just sat at the pool and the outside areas and watched the whales ...they were non-stop. One more thing...this place has the best fitness room..it's ocean front on the seventh floor..need i say more. My daughter just reminded me that she loves the bedding, mattress, and pillows..super comfy!