General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating5317 reviews
Black mold, poor customer service !!
The Black Mold issue noticed during my visit, is a serious health hazard to the guests and employees of this property. Reported a non-operating AC minutes after check-in and was told it will be taken care of immediately. Upon return late evening, noticed AC still not working, the only work around was to set the AC to 60, so either freezing cold or hot and humid. this went on for another 5 days of maintenance request and BS promise, I finally opened the AC filter cover and noticed, what you can see on attached images. this was during the last night of my visit so I did not want to scare my wife and kids and had the front desk to clean the unit with bleach. Due to Hotel managements complete ignorance and incompetency, to even simply apologize, I will make sure this message is heard and give people an opportunity to avoid this property.
There are two place I never wanted to leave----Italy and now, Maui. Our experience at the hotel was 10/10. When we arrived late evening, I was greeted with an upgrade to an ocean front room. The view was spectacular, especially the sunsets. Our room was cleaned everyday, freshened and no issue with towels. Our bed and pillows were fantastic with daily fresh linen. The water power in the shower was outstanding. The frig is small, but it worked. There is no microwave and no dresser. We did live out of our suitcases for the most part, but we did not care. Our day started early---before 6am with a trip to the onsite Starbucks. The two ladies working were cheerful and always friendly. We then took a long walk on the oceanfront walkway, which extends about two miles. There are multiple shops and restaurants on this walk. Everyone is in a good mood and says hello. The pool was next. Never had an issue finding a chair or getting towels. Again, the staff at the towel shop were friendly and helpful. The pool was cold, but again, not a big issue. The beach and ocean were 10/10. The beach is all sand, no rocks or shells. The ocean clear and warm. There was no seaweed or garbage in the water. My wife and I both did the Black Rock cliff jump--not bad for two almost 60 year olds. The snorkeling was fine and no need to spend extra on a trip. We could see the whales from the beach and our room. We did take 2 whale watch boat trips and I highly recommend them. Our servers and bartenders were great. They were attentive, kind and gracious. I don't remember all there names, but Jeff and Andy were at the pool and the 3 bartenders at the hut were fantastic. Our cleaning person was also fantastic. It was interesting to hear the stories of the fire from them and the impact other lives. This became a top 3 vacation for us because of the Marriot and their staff. Although the location and weather didn't hurt. I would say the only negative was the 10 hour plane travel. That said, it was worth it for what we experienced. I give my highest recommendation for anyone thinking about Maui and this hotel.
Cliff Diver at the Sheraton
This is not a review of the hotel. It is a review of the cliff dive at sunset and beach bar. Sheraton – Cliff diver Make sure to arrive early for the torch lighting and cliff diving. It starts well before sunset, and it is over quickly. It was fun to see but again it does not last long at all. The view is great from the beachside restaurant.
Watch the torch lighting from hotel beach at sunset!
Kind service. Comfortably accommodated rooms. The only downside is the food at the pool bar. It's ok, overpriced but convient if you don't feel like legging it to Whalers. Attractive surrounds. Rooms comfortable, balconies, fridge, clean, friendly.
Best experience ever, in the middle of the worst tragedy ever!
This place...these people, were nothing short of amazing, under the worst conditions imaginable! It began with "Noah" at the front desk. (He lost everything in the fire, by the way!) He was the most gracious, most professional, kindness person I have ever met! His personal loss never affected his ability to serve his guests! Rooms were spacious, view was great, and customer service impeccable. And this was with many amenities out of service, because of the tragedy! (Also be aware! Heard a rumor there may be some negative reviews by a few disgruntled federal employees staying there, that could not be pampered during the tragedy. But I will not mention FEMA's name, hehe!) Great job Sheraton...Lahaina Strong!