The Ritz-Carlton, Kapalua

Mixed reviews on this hotel. Biggest issue is the service level is WAY lower than I have come to expect from a Ritz. I don’t normally write long reviews, but I was so disappointed I want to take the time to let people know what’s going on before they book. SERVICE: Brandon at the pool and Alex at breakfast are both exceptional servers who care about customers and their job. Housekeeping was also responsive. Otherwise, often could not get a server to help us without hunting them down. Breakfast buffet food was often empty or low and not refilled. Sat in bar for sushi and drinks and no one came to our table. After 30 min we went to bar to order ourselves. Other than the I’m writing my review right now the buffet not filling the food and not having servers around what are the other service complaint and then having to go to the bar to get a drink cause no one came to us what are the other any other service issues. GROUNDS: beautiful. Great areas to walk and hike nearby. HOTEL ROOM: dated. Crumbs on floor that were not ours. Dust on tables. POOL: not heated, thin and flimsy towels way below any other Ritz I’ve been to. The refillable water bottles and filling stations are great. FOOD: Ordered salads two different days at pool and the lettuce was inedible and brown/black. Rest of the food is give a 7/10.

I have booked a family trip for March and reached out to the concierge at the Ritz Carlton Maui yesterday to inquire about ideas, excursions, and activities for my family while we are there on vacation. When inquiring with the concierge she responded with rudeness, irritation and was very nasty towards over the phone. I hope my experience over the phone yesterday with the concierge is not a representation of how my upcoming stay will be.

We travelled to Maui, HI, the day after Christmas and stayed until New Year's Day. It was a fantastic family vacation -- one of the best our family had taken. We stayed at the Ritz Carlton, Kapalua. It was a very good stay. We opted for the Club Lounge, which was outstanding; breakfast, lunch, afternoon snacks with cocktails and evening dessert. Breakfast in particular was truly great. The facilities: rooms; pools; fitness center; spa; beach were all at the high standard expected of a Ritz Carlton. The concierge staff (with a particular call out to Cynthia Ah Sam) was terrific. In fact, in many ways, Ms. Sam made out trip what it was by properly scheduling great activities, which included golf (which was outstanding playing both the Plantation and Bay Side courses at Kapalua Resort which, notably is separate from the Ritz), taking in the sunrise on top of Mt. Haleakala, a sunset whale watching cruise where we saw many whales including some full breeches which were exhilarating. Ms. Sam also arranged a chef's table for us at Banyon Tree Restaurant - the Ritz's premier dining location. Chef Donovan prepared led us through an outstanding 5-course dinner. He is an amazing young talent!! She also sent us "off campus" to two terrific restaurants not far from the hotel. Only two things did not meet the service we've come to expect from a Ritz Carlton hotel. The first, the Alaloha Lounge -- the Ritz' only casual dining location open, caused a significant amount of stress in that it was not sufficiently or appropriately staffed for the crowd of people looking to have a casual meal. This was true on both occasions we ate there. The Ritz has a "grab a table when it opens" policy that is no way to run a captive restaurant - particularly with holiday crowds. For both occasions that we dined at Alaloha Lounge, getting a table turned into a version of the Hunger Games to get a table. Then, given the nature of the seating, you had guests staying at their place long after they had eaten. It created a highly stressful and distasteful situation for a casual meal. Think twice before you eat there . . . particularly if it's crowded. The second thing you should know is that the golf experience while staying at the Ritz is not seamless. The Ritz and Kapalua Golf Resort are separate entities and they act like it. Each blaming the other for the clunky processes including shuttle service to and from the courses; getting tee-times; and, payment (can't charge fees to your room at the Ritz. I found the clunkiness between the two to be surprising; fine for a Marriott, not so much for a Ritz Carlton. Other than that our stay was fantastic. I suspect that the circumstances associated with the holidays had much to do with the two issues above, so to some extent they can be forgiven. But guests are paying a holiday premium for the stay at a hotel chain that has generally been associated with very high standards of service and hospitality. The two issues noted above are two places where the Ritz is clearly not meeting those standards.

I revisited the Ritz Carlton after three years; I love the location and the views. I had booked a partial ocean view but because of electrical work on one side of the hotel, they moved me to another side that was full ocean view. The view was gorgeous and the balcony was a beautiful place to sit and be still. The service, for the most part, was great as usual. It is normally part of my daily ritual to spend time at the lounge in the lobby by one of the firepits and get appetizers. The room was well-appointed, the bathroom did have a bidet that did not function fully (it was fun finding that out). The grounds are well-kept. The hotel has been remodeled, and many of the policies have changed. If there are people that are going to stay at the hotel, there are some costs that have changed that you need to be prepared for. There is a daily resort fee, the parking fee is $65, and there is no longer self-parking you have to use valet, this was annoying, especially on the day when there was no one at the desk after we came back after a long day. At my last stay, if you were a hotel guest, you could visit the spa without treatment for a fee, this is no longer an option. For a four-day stay, the incident hold was $800. The first time I stayed at the Ritz I did not rent a car, so I ate at all of the restaurants, and my favorite was the pool restaurant at lunchtime. This trip I was unable to make it during the day. I went there during the evening, and the food was not at all worth the cost. Since my first trip, I always rent a car so that I can visit more of the local eateries. The location is what always brings me back, I love being able to walk down to the beach and watch the waves and rainbows. This is no longer my go-to Maui hotel/resort; I will go when I desire to be in a more secluded area.

Nestled gracefully along the stunning shores of Maui, The Ritz-Carlton, Kapalua stands as a paragon of luxury and tranquility, offering an unparalleled escape that tantalizes the senses. From the moment of arrival, where we were warmly greeted by the attentive staff, to the awe-inspiring views that envelop this magnificent resort, every detail conspired to create an unforgettable experience. Our stay was further elevated by a gracious upgrade from the General Manager, whose thoughtfulness and commitment to excellence are evident throughout the property. This gesture not only enhanced our comfort but also set a tone of exceptional service that permeated our entire visit. The accommodations afforded us sweeping vistas of the azure ocean, where we were treated to the breathtaking spectacle of rainbows arching gracefully across the sky—a vivid reminder of nature's beauty. Watching the sun dip below the horizon from our balcony was a mesmerizing experience, casting a kaleidoscope of colors that danced upon the tranquil waters below. The resort’s renowned spa is a sanctuary of serenity, offering a harmonious blend of rejuvenating treatments and holistic therapies. The skilled therapists provide an exquisite range of services, each designed to soothe the body and invigorate the soul. I indulged in the signature treatment, which incorporated locally sourced ingredients, allowing me to fully embrace the essence of Maui. The ambiance of the spa, coupled with the tranquil sounds of nature, creates a cocoon of peace that lingers long after the treatment concludes. Culinary delights await at every turn within the resort, with dining options that reflect the rich flavors of Hawaii while incorporating exquisite global influences. Each meal we enjoyed was a celebration of creativity and freshness, perfectly complementing the idyllic surroundings. In closing, my heartfelt gratitude extends to the General Manager for the generous upgrade and for fostering an environment where guests feel cherished and valued. The Ritz-Carlton, Kapalua is not merely a destination; it is a transcendent experience that captivates the heart and soul—one that beckons a return to bask in its extraordinary beauty once more.