Sheraton Maui Resort & Spa

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Fodorite Reviews

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  Good resort with great snorkeling

  We enjoyed our stay at the Sheraton and would stay here again if we wanted to be in Kaanapali.
  
  We had a deluxe oceanfront room in Building 6 on Black Rock that was large and well-maintained. The beds were comfortable and the sheets were soft (something my wife always notices). The balcony was large and had a good view.
  
  A minor quibble is that we wished there would have been a separate stall shower because when we wanted to shower we had to take down everything we had hung up to dry.
  
  Also, to get from Building 6 to the pool, beach, lobby or breakfast we had to take 3 elevators. It was annoying at first but then we decided it was worth it for the view and peace and quiet.
  
  There was a lot with self-parking beside the building.
  
  The staff members were very competent although they sometimes seemed a little rushed because the place was busy.
  
  We did resent the daily resort fee here after having just stayed at the Makena Beach and Golf Resort that does not have one. Even after paying a resort fee, there were additional charges for beach chairs.
  
  The snorkeling at Black Rock was excellent and was a major reason we chose the Sheraton in the first place. When not snorkeling we lounged by the pool rather than the beach because there were umbrellas there (although not enough which would be a problem when the resort is full).
  We didn't try snorkeling anywhere else while staying here because it was so good (we saw turtles every day) and we liked having beach chairs, an umbrella, restrooms and a bar handy when we were finished.
  
  The pool complex was large and very nice. There were two restaurants by the swimming pools that served different things. That was a little strange and inconvenient.
  
  We got a package that included the breakfast buffet and enjoyed it. Some of the items were changed each day so there was sufficient variety.
  
  We enjoyed the walkway that runs behind the hotels in the area.

  by mscarls, 5/19/13
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  Great location, bad management, needs remodeling

  We love BLack Rock, the location of the Sheraton Maui. Great beach, with decent snorkeling. What we didn't love on our recent trip was the management collapse that resulted in hundreds of angry guests, including Starwood Preferred Guests who are supposed to receive amenities above and beyond.
  
  Some genius booked a group of over 600 guests that were Orthodox Jewish. I don't have a problem with anyone of any religion, but evidently they have a problem with me. As a Christian, I was not allowed to swim in the main section of the pool while they were staying there. Part of their contract was that the pool was fenced off with a solid bamboo screen. There was a revolt, pure and simple. People were demanding refunds, were being offered the sun and the moon by the management (when they were there - one of the high level managers ended up calling in sick for the next 3 days). We heard a man on the beach, in response to the manager saying "what do you want", say "I want $600." THe manager said "ok". Most people got their resort fees refunded, some were given rounds of golf, etc.
  
  None of the lower level employees, who regularly interact with the guests, were told about this in advance (maybe one day). They were inundated with complaints. We also had to ride in elevators with security guards 24/7 because the group was not allowed to push elevator buttons, since it counted as technology (although they were using laptops in the lobby). It was unnerving.
  
  Upon checkout, since I was waiting for my husband to pull the car up, I had a few minutes to go over my very cryptic bill. I managed to detect that I was double charged for a $350 beach activity. I asked, was told that yes, I had been double charged, and accounting would reverse it that night. Suffice to say, it took a week and I had to pay the credit card bill before the refund hit. Now that's bad enough, but my friends, the ONLY other people I knew at this huge hotel, ALSO got double charged that week for a DIFFERENT activity on a DIFFERENT day. They haven't received a refund yet. Conspiracy? I don't know. Possibly trying to recoup all the money they lost in refunds that week.
  
  Beyond this complete management disaster, the hotel is showing its age. Rooms seem outdated. The price is very high, and after the experience we had spring break 2013 we are looking down the beach for another option next time.

  by ceejayhanna, 4/25/13
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  Sheraton Maui Resort & Spa Review

  Average room w/out view. No patio. Overpriced. Parking is too far away from the room. Elevators, floors and room numbers are confusing. The beach and snorkeling at Black Rock are the incentive to stay here. We were on our honeymoon and could have been treated better.

  by Bride2012, 6/6/12
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  Sheraton Maui Resort & Spa Review

  Great package deal from expedia after a lot of research. I saved a couple of hundred dollars which in retrospect should have spent on the flight. More about United Express/Skyway later.
  The Sheraton at Black Rock was awesome. The grounds were beautiful and spacious. Plenty of room for everyone. I looked at all the hotels while we were there, especially the Westin. I almost booked that hotel but glad I didn’t. Very nice hotel but the grounds were very compact making me feel claustrophobic. Also the 2 hotels next to the Sheraton had major remodeling going on and for me any price deal wouldn’t have been worth the hassle. They’re grounds were no comparison to Sheratons.
  Our room accommodations fit our needs. On arrival we were given a room with double beds in building 2. They told us we would be moved the following day to a room with a kingsize which we were. Building 2 runs perpendicular with the beach so your view is over the main courtyard and beachfront with a view of blackrock. We weren’t in the room that much but when we were we stayed on the patio. I’d like to comment on staff but they were pretty transparent. We really didn’t need anything from them. Front desk was extremely helpful the couple of times I spoke with them but we really didn’t need them. My wife went to the spa and told me they’re staff was really top notch. She has been in that business so for her to say that they must have really impressed her. Also the staff at the enterprise car rental which was right on the property, was great. We just rented a car one day for the trip to Hana. We used the shuttle one day to go downtown. A little walk to downtown from Hilo Hatties but not bad. Great burger at Cool Cats. We also tried Cheeseburger in Paradise on another trip. It was packed but they had 2 seats at the bar and we walked right in. Bartender was great and we ate dinner right there.
  Snorkel early at Black Rock prior to 10am and you’ll pretty much have it to your self. After that got a little crowded but still ok. After lunch I would walk around building 4 to the golf cart path which takes you to the other side of blackrock. Maybe 1 or 2 people there but basically you have a long stretch of beach all to yourself. Great snorkeling but water a little rougher on that side. Its also the side I saw the large sea turtles that live around the rock. I am ready to return!
  As for the flight, first plane out of Love Field was 2 hours late causing us to miss our connection in Denver. We were suppose to fly from Denver into Maui but now had to connect to LA then Maui. Of course the Denver flight was late which made us late into LAX. We arrived and went 2 gates over to board our flight. We didn’t realize United had booked us on a Delta flight 2 terminals over! We had to run the whole way and luckly a young lady on a golf cart took us part of the way. Otherwise we never would have made it. Instead of getting in Maui at 3:20 that afternoon we made it around 9PM. That day was shot. And you’ll never guess but on the way back in Houston we boarded our flight only to be told due to maintenance we would have to change planes which cost us another hour. I requested a partial refund and United offered me $150 off my next flight. We’re going to Vegas next month and with the coupon the flight came out to $307 with a connection in Denver. Got on priceline and found AA flight nonstop for $269. United taught me you get Less then what you pay for! I’ll never fly United Again.

  by howiemaui, 8/8/11
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  Great location for snorkeling

  We stayed here 2x, once as a couple and once with our 1 yr. old. It was nice, not fab like some of the other properties on Maui. But the snorkeling at Black Rock is the main reason to stay here, especially when we couldn't go in together. The beach is nice, but the main pool not so kid friendly. I thought the decor was a little cheesy, but the ocean view is beautiful.

  by kh09, 5/19/09

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