Montage Kapalua Bay

1 Bay Dr | Lahaina, HI 96761  [SEE MAP]Lahaina, HI  [SEE ADDRESS]
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Courtesy of Montage Kapalua Bay

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at the Montage Kapalua Bay

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Guest Reviews

TripAdvisor Traveler Rating 4

An Almost-Perfect Experience

Dec 5th, 2019

My wife and I stayed three nights at the Montage as part of our honeymoon last month. This is a beautiful, sprawling property a bit off the beaten trail from Lahaina. There are seemingly endless pools and seating cascading down towards the ocean. Although there were a few families staying at the resort, we found this hotel to be far quieter and more romantic than the Four Seasons Wailea. Cane and Canoe was great for dinner, and we enjoyed the attentive poolside service for lunch and drinks. The rooms are simply unparalleled for the price—we reserved the base room, which was as 1200-sqft apartment featuring a full kitchen, washer/dryer, power room, large closet, high ceilings, and a spacious terrace. For all of these reasons, we were pretty much in love with the resort from the moment we arrived. Unfortunately, one bad experience left us with a bad taste in our mouths, and may prevent us from ever returning in the future. On the second day of our stay, we returned back from a waterfall rappelling excursion and wrapped our wet clothes in hotel towels, which we then left on the washing machine to wash and dry later. After returning from dinner, we realized the towels—with our clothes inside—were missing, and this was a few hundred dollars worth of clothing. We immediately realized that housekeeping must have made an honest mistake and swept up the towels and clothes while cleaning the room. However, after we asked housekeeping about this, they vehemently denied taking the clothes, insisting that there's no possible way they would have done this. We then spoke with a front desk associate, who informed us that if the clothes were indeed taken by accident, they were already sent out to the linen cleaning company, but that there was a good chance they'd be returned the next day. So we went back to the front desk the following morning, and they told us our clothes had been found, and they would be arrive back at the hotel at 2pm, which happened to be the same time we were checking out of the resort. At 2pm, there was still no sign of our clothes or any indication when they may arrive. The same front desk associate assured us, as he had before, that he would follow up with us to provide updates. Two more days passed without so much as a courtesy email or call from the resort. At this point our patience was waning and we hadn't received so much as a simple apology, so we called and asked to speak with a manager, who told us "some" of our clothes had been found, and assured us that he would provide updates on the rest within a day or two. Well, another couples days passed and still nothing. Finally, he called to tell us that a few of our items were still missing, but he would ship us what they did find. He also refunded our Cane and Canoe dinner, which we thought was fair compensation for the outstanding missing items. As of this writing, the few missing items are still missing, but the clothes they did find were successfully shipped back to us. While we ultimately reached an acceptable conclusion to the saga, it was a very disappointing experience. We understand mistakes happen even at the nicest of hotels, but the Montage's nonchalant, unapologetic reaction was not up to par for an otherwise-fantastic resort. I'm still giving the Montage Four Stars in the hopes that this was a very rare, one-off lapse in guest services, but felt it was only fair to share our experience. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Luxury and Comfort

Nov 21st, 2019

Beautiful setting, right on the beach. Pools are stunning, rooms are well equipped. Staff is attentative. Restaurants and Bars on site.... you really don't need to leave the resort.....everything you need is right here and there is free shuttle transportation all around Kapalua for outings, golf, etc. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Excellent, relaxing hotel in a quieter area of Maui

Nov 20th, 2019

From the moment we drove up after a very long trip from the East Coast, the service was welcoming and impeccable. Check in was a breeze, you wait in an open area while a personal attendant checks you in. The rooms are well situated with great, large lanais. The pools and gardens are excellent. It is a nice private feeling, relaxed pace getaway compared to the bustle of Kaanapali Beach. We drove to nearby restaurants most often instead of dining at the hotel. The nearby Dragon's Teeth hike is unworldly and is right next door. We also walked to Merriman's which was convenient and one of the top rates restaurants on the island. The nearby beach was lovely, fish right at your feet. The fitness center was lovely, very clean, excellent attendants and trainers, all equipment was in top shape. They offer complimentary fruit and feminine products. (I don't think any resort can be considered five star if they don't offer both of these things.) A few notes: Sound carries on the lanais, this is true of every Hawaiian resort, so you hear conversations and one screaming child can ruin your peaceful day. We even went in November and there were still lots of babies, toddlers and school age children at the resort, though far less than would be in the summer. The service is excellent but can be a bit over-bearing. If you don't want to make constant small talk with your valets this may not be the place for you. The restaurants were limited, Cane and Canoe feels a bit stuffy though we did enjoy the Blood Mary bar and breakfast. The other venue is a bar and has loud live music, not relaxing. There are many options very close by high and low end so this did not affect us much. The Champagne Hale venue was closed while we were there but was open weeks before and the week after, we would have liked to try it. This resort is mostly much further set back from the ocean than other resorts with spread out landscaping and buildings. I love walking around and exploring but if you want everything very close, this may not be the place for you. The AC was a bit on the sustainable side, not as cool as we like it. Overall, I loved this venue and look forward to returning. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Amazing

Nov 15th, 2019

When I stay at the montage I expect the best of the best. This hotel didn’t let me down. The attention to detail was amazing and one truly feels like the entire resort is a private getaway. Yes it is very expensive but if you can afford it, you won’t be disappointed. The rooms are huge and offer all the amenities one needs. I highly recommend TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

A Shining Star

Nov 5th, 2019

This property, staff, location condos, pools, food, spa....is unsurpassed. I have travelled around the world and this property by far was the most beautiful place I have been. I used to think it was Cape Grace in Cape Town. From the moment we arrived until our departure the attention to detail was amazing and consistent, rarely can you find consistency from one day to the next, staff changes, chefs, housekeeping. They obviously have high expectations from their employees and it shows. If you have the ability to stay at this 5 star resort I encourage you to go. The Wagyu burger is a must. TRIPADVISOR.COM USER 

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