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TripAdvisor traveler rating5296 reviews
Sheraton - not so much a 5 star!
While the resort is nice and well kept, the rooms were a bit different. Our refrigerator ( full of cokes and water) broke on day 2 of 8, and we notified the front desk daily and it never got fixed. The housekeeping forgot things like, cups for coffee, mats for the bathtub and general cleaning. The bathtub/shower combo kept backing up and for two of us taking showers, one of us had to swim in a bathtub lake. Once again, front desk was notified- no response. I would not recommend dinner at Teppanaki Dan, there is no Dan, and it is very boring and very expensive-not worth it at all- there are lots of other restaurants nearby that are much, much better. Breakfast at the Coral Reef was the most expensive in town, and not very good- once again- look elsewhere- like the Gazebo or Castaways.
Best Choice on Kaanapali Beach
I used the TripAdvisor reviews in addition to some personal suggestions and choose the Sheraton. Of the several resorts on this stretch of beach, the Sheraton has the hands-down best location. Because it's at the end of the beach, you have a lot less people walking by the beach side of the hotel. We chose the Moana oceanfront room which is a great choice if you want to be away from the hustle and bustle of the pool area and enjoy lots of peace and quiet from your balcony. Moana also offers separate and very convenient self parking (vs valet). Initially it can be very confusing to get to/from pool area but once you do it a few times, you get the lay of the land. Beaches are public and the hotel charges for lounge and umbrella rentals at beach ... and the rentals are only available until 4pm. The BEST thing to do is before you check in, go to Boss Frogs on Lahainaluna Rd (off Front St) in Lahaina and rent beach chairs and umbrella for the week ($25 per item for the week). You can also rent snorkeling gear. And because everything in Hawaii is so expensive, on your way from airport stop at Target, Walmart, or Costco (all close to airport) and buy some food, snacks, water, etc. for your room. Rooms have mini fridges and microwaves. We bought muffins and took them down to the lobby each morning where we bought coffee at the Sandbar. Enjoy Maui!!!
Ok, but disappointed
Ok, I’m not one of those people that complain really I’m not, read all my other reviews. I always try and find the bright side to everything, ALWAYS. The location, the snorkeling, beach, valet service were TOP NOTCH. The rest of it left much to be desired, please keep in mind that as you read this (for those interested anyway) we are Ambassador level. When we arrived we didn’t really get an upgrade. The one we were offered was a junior suite with a limited view on the opposite side of the hotel, so we turned it down. Was hoping for an upgrade to a suite on the B side (close to front desk and car) or to new tower overlooking black rock but instead it was an up charge of $350 a day on top of what we had already paid. So we kept our booked ocean view room. The room was not the greatest, typical hotel size with the carpet needing an update badly and the shower/bathtub combo quite tight with a soap/shampoo holder that we kept hitting our knees and elbows on. Sink and vanity area were nice. I’m not sure why but it was always VERY warm in our room so it caused us to leave the thermostat at 65. Something I don’t like to do (70/72 is usually adequate) because it (obviously) makes the AC turn on constantly. I’m going to chalk it up to the strong sun and reflective heat coming off the ocean. Our outdoor balcony was barely deep enough for both of us to stand outside, with only one chair provided because another would not have fit. Linens and towels were always nice and clean, but sheets were very stiff. Housekeeping staff was A+! At one point I asked for some champagne glasses at front desk for my bridal readying session and I couldn’t get any because the restaurants were closed (it was morning). I also had a pineapple my kids bought me that I wanted to cut up too so I asked for a steak knife and they told me all room service had was plastic ware. Like what??? I even offered to go down to the kitchen prep area myself ask the kitchen staff (even though I thought they should have offered). They told me THEY could cut the pineapple for a fee and they couldn’t help me with the glasses. When I told them we would just use the coffee cups in the room they made a call downstairs and asked me come back to the front desk in 10 mins. Got the glasses and ended up using a kitchen knife from a friend at a condo rental. The included continental breakfast was a joke. Yogurt, granola, banana bread and maybe cereal. For $15 more you could get buffet which included fruit, meats, breads and omelettes ($36 without status) but the food was just ok, nothing to brag about. Lunch was not great either, your typical poolside fare, frozen fried food. Dinner was actually the only place they did well, there was a fish 3 ways dish that was very good. After all of this though, we ended up eating breakfast at next door Hui Hui which was AMAZING. Highly, HIGHLY recommend!! Professional service and food, we went back for breakfast 3 times and ate dinner there once. SO GOOD. We also bought snacks for lunch at Safeway instead as those were better options for us. We did attempt to eat them at a table by the pool and while I wasn’t super sure if we could, we did order drinks while we were seated there. There were signs that said no outside food but those signs were in the cabanas. Our waiter did end up telling us that we couldn’t eat our snacks there, which was fine but what he failed to tell us was that there were tables right on the other side of the bar on the grass where we could eat them. And just to be clear, this was is no way an attempt to be cheap, if the food options had been better we totally would have ordered from the menus. We had 3 rooms at this hotel so cheap flew out the window months ago. Ocean is pretty rough at times so please be careful with your children and older relatives, snorkeling was good but not the best we’ve done. 2 turtles seem to frequent this area and we did get to see some octopus. The cliff jump is not super high either and my 57 year old husband did just fine jumping off. The beach is GORGEOUS, clear and cool. Plenty of room to spread out. Pool was also top notch at this resort as was the staff. Seats do go early so make sure you reserve your chairs. They had some nice plush shaded chairs for $60 and personally I think they’re worth it. All in all ok, just not what you expect for Ambassador level and when the Westin is 2 hotels over. What we should have done and will do next time is book at the Westin, I think it would have been a nicer experience for us as status members.
Assigned a room far inferior to what we paid for
We had a bad start to our vacation when we arrived at this hotel. We had reserved and paid for an Ocean Front Room, as in NOT an ocean view or garden view room. We arrived late at night the front desk confirmed we reserved an Ocean Front room and assigned us a room in building 3, second floor. Although it was dark we looked out the window to make sure we got the right room. What we saw was the vast garden in front of our suite with a row of pool cabanas and i knew the pool was behind that and far off in the distance would be the ocean. I knew in daylight best case is to see a sliver of ocean from that room. We phoned the front desk and she kept insisting that it was an ocean front room. After insisted she agreed we would be moved to building 4 the next day. Finally we got room 4509 which definitely was what we paid for. In the morning before we moved, daylight confirmed we could only see a sliver of ocean off in the far distance from that room. I am upset with this hotel's dishonesty and will not stay here again because i don't want to risk paying a premium for a premium room and not getting it. I am kicking myself for not asking for a reduced rate for our first night's stay. The rest of the stay was pleasant. Staff were great, pool and beach were so nice and location is great. But I just can't see taking the risk of returning.
This Resort is a Big Part of Why We Love Maui
The Sheraton grounds are far and away the most beautiful of any resort in the Kaanapali Coast area; so much so that locals and other hotel guests are sneaking into the pool–and the Sheraton has to solve that. There seemed to be just one big, athletic guy with a white beard doing his best to address it all alone. The pool and hottub were still beautiful and fun, the grounds were immaculate, the views from various points on the property are strategic and stunning. The location is great. You can stroll the Kaanapali beach to great ocean-front restaurants and the upscale shops in Whaler's Village. If you snorkel, the Sheraton Maui is perfect. The resort in built into the Black Rock point which is itself a great snorkel spot. My wife and I snorkeled there daily and never left without seeing green sea turtles. Honoloa Bay is a very easy drive and magnificent snorkeling. If you don't want to drive, Catamaran tours based in the Kaanapali bay will pick you up on the beach–literally–and take you to various spots, including Molokini Crater. We used "Teralani Sailing" and had a great time with them. The staff at the Sheraton were all friendly, responsive and professional. (Beware the “free gift” offer. It’s just a Marriott sales pitch and a couple of tote bags.) You're also just minutes from Lahaina, which is a great evening spot. As the grounds are quite expansive, depending on where your room is, you may find yourself doing a lot of walking. We enjoyed this too, but if you have a problem with walking you should choose a central room and stay away from building 6. For morning coffee, there's a Starbucks near the lobby that opens early. There's also a DIY coffee station in the room and a mini-fridge. My own coffee solution was to buy a bag of pure kona coffee from the ABC store in Whaler's Village and a filter/funnel and make it myself. The hotel restaurant, “Coral Sea” seemed to be closed most evenings we were there, but we were exploring other restaurants along the beach anyway. This was our first time in Maui, and we'll definitely go back for the island itself and specifically for the Sheraton there. Absolutely loved both.