General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating5308 reviews
The facility was nice although a little dated. The staff was friendly. My issue was that I was quoted a certain price for an ocean front room and when I checked in they pulled the bait and switch. The put me in a poor partial ocean view room where you had to go on the balcony and turn your head to the left to see any ocean. To get the room that we were promised, I was forced to pay an additional $120 per night plus taxes which ended being over $500 on top of the 3,000 that I had already paid for 4 nights. One additional complaint is that there are poor food choices at the facility. Luckily, there are good restaurants at Whalers Village which is about a 10 minute walk.
We paid top $ to stay at the hotel for its location and service. Unfortunately non guests of hotel were utilizing the amenities, the restrooms and grounds of the hotel. Also hotel misrepresented its amenities by saying they provide beach chairs. Turned out we had to pay top $ to get a chaise lounges on the sand beach in front of the hotel. If I knew, I would have stayed in a cheaper property , come to the area, rent the chaise/umbrella on the beach and use the pool and grounds for free like other tourists. Food was below average in all outlets. Fast food style daily. During the fire emergency, I waited for the long line to get shorter before proceeding to breakfast, by the time I came back (am), they closed breakfast and where not willing to provide any solution. I spoke with the GM and he was extremely rude and didn’t care that my family and I had not had dinner from the night before, breakfast or snacks. I begged him to sell me snacks from the hotel grocery store to hold me during the crises but he refused. I would have expected better treatment for paying guest. But in a state of emergency when food is behind glass doors , one should expect to be offered for anyone hungry/thirsty . The refrigerator in the sand bar by the lobby had a lock on it while clearing seeing beverages and food through the glass. It is sad that the GM couldn’t manage the crises properly. He allowed feeding some of the guests while ignoring those who were unaware of his strict schedules. Won’t recommend the stay to anyone
Disappointing resort for Marriott brand
Sheraton Maui is a ripoff , do not stay here. Place will charge you $40 nightly resort fee that includes nothing- no chairs in the beach , no towels available after 6 pm if decide to go in the pool, $100+ for marshmallow toasting if you want one. Rooms are ok but does not look refreshed at all. There are no major activities on the reports other than yoga in the morning. I do not recommend this place at all , you can find better place with same or lower nightly price.
Excellent location! Perfect beach for swimming and if you're into cliff diving! It's a short drive to shopping and the Historic Front Street area and there's also a walking path if you want to take a stroll and visit the other hotels along the shore. We found the concierge to be very attentive and all of the hotel staff were very friendly and helpful as well. We had a king suite with balcony facing the ocean, which was very clean, comfortable and had great bedding. The staff was very attentive when we had an issue with turning on the A/C. As far as meals, we had lunch and cocktails at the Cliffside cafe which I'd give 4 stars-- other than that we didn't dine on the premises although the breakfast buffet looked pretty good. The resort is very large and spread out and can be a little confusing until you get to know your way around. Appearance wise, the property is clean and well-maintained, but it appears to need a bit of a facelift.
Fun family vacation spot
It was clean and the beach was good. Pool was also clean and plenty of space. It wasn’t too hard to find a chair. Plenty of food options but not a huge selection and very pricey. Kind of what you’d expect on property. It was $9 for shaved ice and while it was a huge portion, a smaller, cheaper option would’ve been nice. Rooms were good not great. Shower was very low flow which is tough when you have sand to deal with. Had two rooms, one shower good, the other not. Gavin was a great server in the breakfast area. Everyone was nice. Great view of sunset. Only issue is I had a hard time getting a late checkout. Was told that all rooms were booked but that wasn’t the case. I could’ve booked the same room type on the Bonvoy app. As a Platinum Elite member, I expect to be dealt with honestly at the least. Was able to get it rectified by another associate. Still, a great location and somewhere I would return in the future. Close to great golf, food and shopping. Make sure to cliff dive if you can!