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Sheraton Maui Resort & Spa
Phone: (808) 661-0031 Fax: (808) 661-0458 2605 Kaanapali Pkwy, Lahaina, HI 96761
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Sheraton Maui Resort & Spa include:
- Length of time business has been operating
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is 10003225.
Business ManagementMr. Tets Yamazaki, General Manager Mr. Mike Masterson, Sales Manager
Alternate Business NamesKyo-Ya Hotels & Resorts, LP
THIS LOCATION IS NOT BBB ACCREDITED
2605 Kaanapali Pkwy
Lahaina, HI 96761 Directions
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Complaint Trends - Last 3 Years
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I am notifying the BBB of an infestation problem the Sheraton hotel has with bugs found in two different rooms we had stayed in. We notified the front desk and their remedy was to spray the room we were in ( which was not an option for us in our situation) or move to a higher floor. We choose to move to a different room and still found bugs by the fridge area and on the furniture. The hotel stated that they spray as often as they can to keep the bugs out. This stay here at the Sheraton was unacceptable and the bugs are hidden health hazards to guests.
Desired Settlement: Notify guests of the infestation problem if it can not be resolved, and a refund for the hotel failing to provide a room without bugs.
Read Complaint Details
Complaint: We stayed in the resort from Aug 2-9. The hotel and our room was very shabby. Staff uncooperative. Both of us became ill eating in the restaurant. Upon arrival, we could see the resort was in disrepair and not as advertised online. The grounds had a strong sewer gas smell that made us nauseous if we dared to walk around. Our room had dinged up old furniture, dirty handprints, loose shower fixtures, mold in bath and a nonfunctioning closet door and safe. The hallway to the elevator had carpet unraveling which I could my heel on and feel. The wall paper was peeling off the walls in the public areas. On our room's balcony, there was drug paraphernalia that looked like what might have been a crack pipe. We tried to get another room but were told the hotel was full. We felt mislead by the online ads for this hotel and had we known it was so awful, we would have selected another hotel in the area. We both became ill eating in the restaurant. We have asked for at least a partial refund given this experience. This hotel is more like a one star and should not be advertised as a resort. It is awful! Staff are rude and surly. We are both busy doctors with limited time to take vacations and have never had such a poor quality hotel--in particular at a Sheraton-in all our years. We want a refund. They wasted our precious vacation time and made us both sick in their terrible restaurant.
Desired Settlement: While we spent thousands of dollars not to mention the time from our mutual careers to take a romantic holiday away at the Sheraton Maui, we are only seeking a refund of the room and resort charges. No where in their advertisements which must be quite dated does it mention how run down the facilities are, understaffed and how there is an environmental hazard of sulphuric gas likely from a faulty septic wafting around the grounds of the so called resort. The swimming pool smells so strong of chlorine, it is unhealthy to swim or be near as the gas is evidence that the chemicals are off balance and the pool unclean. We have tried other avenues to resolve this but have only been offered some stupid points on our Starwood accounts which would not even be enough to stay one night in a comparable resort. If they don't want to refund what we paid, they can offer us 120,000 starwood points which is what we would need to stay in a comparable resort (that's what it takes to stay at Sheraton Maui for instance). Thank you for your help. This is very upsetting that a big corporation such as Sheraton could allow something like this to happen and then treat their guests so poorly after we spent thousands to be there on holiday.
From: **** *** (mailto:*********************)
Read Complaint Details
Complaint: The Sheraton charged the wrong card, which I did not authorize, costing me $174 CAD in exchange fees. I stayed at the Sherton in Lahaina from January 12th to the 20th, 2014. I paid the deposit prior to arrival on my Canadian VISA. When I checked into the hotel on the 12th, I handed the girl my US Mastercard and told her all other charges were to be put on that card. I was admit about it as I purchased US cash with my bank in Canada at a better rate to pay off my US card when I returned to Canada. On the 21st when I got home, I realized they charged my Canadian VISA. I called them right away and asked them to remove the charge and put it on my US Mastercard. I asked why this was not done and why my Canadian VISA was on my room. After two to three days back and forth and my persistence and calling, they put the charge for the stay on my US Mastercard. The charges on the VISA were still in the pending stage so the Sheraton Manager I was dealing with said hopefully they will not go though. I had also called VISA and put a preliminary complaint on their charge, saying it was unauthorized. VISA agreed with me. When I got my statement from January, the charge DID go through and then refunded, but as I explained to the Sheraton, when buying and selling money, you lose on the exchange!! I called the Manager back at the Sheraton and she checked with their accounting department...sent me an outline AGAIN of my bill and never got back to me. I let them know I was a valued customer and stayed at many Sheratons, it would be great to just settle this amicably....no reply. This is horrible service and not my fault. I provided them the card to charge and they choose to charge the card I had used on the phone to secure the hotel. Their only other reply was to speak with my bank?? How can I speak with my bank about them charging my VISA that I did not authorize them to do??
Desired Settlement: I want my $174 back + something for all my time and energy to sort this out. Something that makes me want to enjoy the Sheraton again. I spent money calling the US, VISA, LOTS of my work time and added stress to the end of a vacation. It is not that complex. You charged the wrong card and I want all the money back for it.
Business Response: Initial Business Response /* (1000, 8, 2014/03/28) */ From: *********, **** (mailto:****.*********@sheraton.com) Sent: Thursday, March 27, 2014 4:33 PM To: ***** *. ***** Subject: Case #******** Aloha ****, I am reaching out to you regarding case number ********. I spoke with the guest and she explained that upon departure from our hotel the wrong credit card was charged. Since then, she has made contact with our resort and we have refunded the original card and charged another that she has provided. However, as a result, the guest has incurred a fee of $174 due to exchange rates. In an effort to make things right for the guest, I have advised that we will refund her credit card in the amount of $174 and she was very pleased with my assistance. Please close this case and feel free to contact me directly should you have any questions. Mahalo, **** ********* Director of Front Office t -- 808.662.8136 m --808.357.0730 f -- 808.661.0458 Initial Consumer Rebuttal /* (2000, 12, 2014/04/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)