The Ritz-Carlton, Kapalua

1 Ritz-Carlton Drive | Kapalua, HI 96761  [SEE MAP]Kapalua, HI  [SEE ADDRESS]

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Guest Reviews

Tripadvisor Traveler Rating 5

Stunning and great Update to a Classic Property

Aug 2nd, 2020

I have been remiss in writing my review and apologize. We were here before the world spun into chaos and got home just as thing began going haywire. This property is understated elegance while also being casual and relaxing, Hawaiian style. Great location in Kapalua, close to Napili and Lahaina, but far enough away to feel like country setting. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Beautiful hotel!!

Aug 2nd, 2020

First trip to Maui and this hotel did not disappoint. We flew into the nearby private airport and had a short ride to the hotel. Unfortunately, when we were there, the weather did not cooperate. It rained the whole time and was pretty cold and windy. I think it is normal for this part of the island during this time of the year. But what a gorg place and hotel! I was hoping as a platinum to receive a welcome gift especially since it was our first time to HI but this did not happen. But staff were all very kind and welcoming. Our room wasn’t upgraded as a platinum but that’s ok as we were there on points. The Buffett was simply amazing and we hiked around and had a fantastic meal at a nearby restaurant. All in all, it was a nice stay at the Ritz. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Just keeps getting better

Jun 23rd, 2020

We were married at the Ritz Carlton Maui 10 years ago. Everything was prearranged by their wedding coordinators. We always wanted to take our kids one day back to the place we exchanged our vows and so we did. The place is paradise you just can’t beat it. The service, food, views. Dreaming of going back. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Perfect from check in to check out

Jun 22nd, 2020

We stayed at this magnificent property back in January while my husband attended a Mayo Clinic Conference. It was so hard to leave. A huge thank you to Marco one of the bellman who escorted us to our room and remembered our names and greeted us for our entire stay. The ladies in the Kai Cafe were also amazing and remembered our coffee orders and were so friendly - I actually was sad to say goodbye to them. The pool staff and waiters were very attentive. The housekeepers were so friendly and always accommodated any requests we had. The rooms were very spacious and comfortable. Thank you for an incredible stay - we can't wait to come back once the world opens up again. It's the staff that made this stay perfect. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Be aware of booking with a rewards certificate.

Jun 9th, 2020

My wife and I redeemed Bonvoy points to purchase a 7-night category 7 certificate specifically to stay at The Ritz-Carlton Kapalua at the end of July 2020. Due to COVID-19, I called the resort to ask if it would be possible to change the date to September 30th. The associate made the change and assured me the stay and the certificate were set. We proceeded to book airfare and make reservations for this week. A few days later, I noticed on my Bonvoy app the payment was reserved using Bonvoy points. I made the call RC Kapalua and was told the resort had changed from category 7 to an 8. It appears the reservation associate booked the September stay using Bonvoy points and not the 7 night category 7 certificate like they had told us. I am shocked how I have been treated by this resort. They easily could have reviewed the phone call to hear the conversation, but refused to do so. We are Marriott Vacation Club owners and have always been loyal to the brand. It's comical how Marriott is suspending elite benefits due to less travelers, meanwhile those who are traveling are being treated unfairly. My case was reviewed by Ritz-Carlton Kapalua and a response was emailed to me that they would not honor my certificate due to the category change. When I responded to their email and explained I was not told of the category change when we changed our reservation date and that we wouldn't have changed the original travel date had we known the category would be changing they will now not respond to back to me. I called Elite Reservations was passed to a supervisor as the associates could clearly see what had occurred and when the "supervisor" spoke to me, treated me as though I were trying to pull one over on them. Then she proceeded to offer me a week at the Residence Inn in Maui as a substitute for the Ritz. Words cannot explain this circus. TRIPADVISOR.COM USER 

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