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

Just another day on Maui

Jan 25th, 2020

We were welcomed joyfully by the bell staff and never felt anything but welcomed the entire stay. Arrangements for diving, skiing, parasailing, you name it, they got it together. The food was great and the pool(s) were clean and service wonderful. Great place to vacation. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Never again

Jan 24th, 2020

I had read mixed reviews but as Marriott patrons, we gave it a try. Let me say that the bar was great with friendly service and great drinks. On the second night of our stay, someone tried to force themselves in our room only to be stopped by the safety latch. They tried to enter with such force that they pulled the 3 screws partially out of the door. With the time change, we were exhausted and just really couldn’t process the event. The next morning We called the front desk and they transferred us to security and my husband explained what happened. Maintenance then arrives to fix it and my husband told them not to as he’d asked security to come see the damage. She came and was very apologetic and kept asking if management had come by. They hadn’t and didn’t. Not even a phone call. It had to be and employee with a master key as no one else would have access. Thank goodness we left and enjoyed ourselves on the other side of the island. It is sad that this is a Ritz and no one ever reached out to apologize or ask if there was anything they could do. It will definitely be our last stay there. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Great Hotel Stay

Jan 22nd, 2020

My fiancé and I arrived on 01-05-2020, for a 3 night stay. From moment one, we were impressed with the welcome to the property and check-in process. We arrived during the busiest time for check-ins, and during the weekend that the PGA tour was on Maui, but the hotel did not lack service or efficiency for other guest. We were checked in within 5 minutes, and assisted to our room. Our room was on the first floor, which provided a walk-out to the hammock, game pitch (bocci ball, corn-hole, shuffle board), pool, and on-site restaurant. The hotel is right off the golf-course and is elevated, as it is on a windward cliffside. There is a short walk down to the beach. Housekeeping was fantastic, keeping our room spotless, and providing turn down each night. They even left my fiance and I a bottle of wine for our engagement! Valet, as well, was just fabulous, making sure the car was there waiting for us when we wished to take it out, and we were welcomed 'home' each time we returned. No details were missed by the hotel valet and housekeeping! Due to the time of year, we understood the unpredictability of the weather. Anyone who researches Hawaii before they go , will know, that Kapalua is on the windward end of the Island, making it more prone to wind and rain, than, let's say Lahaina, or even Kihei. It was super windy for our trip, but that did not spoil any fun. We had a blast, and the Ritz, Kapalua was fantastic. We even participated in the complimentary photo shoot with photographer, Debbie. She was super sweet and the pictures she took were amazing. We have three photos framed at home! Fabulous hotel, fabulous service. 10/10. Thank you! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

HUGE disappointment!!

Jan 21st, 2020

The good: The staff are friendly and attentive. The bar has an impressive selection of cocktails. (Genie in a bottle is great). The pool layout is great. World class golf course. The bad: The beds are awful...(schedule a chiropractor appointment after your visit) Food is expensive yet sub-standard. Rooms are outdated. I really felt like I was was Don Draper walking into a 1950s Hilton. Weather (THIS IS IMPORTANT) - it rains A LOt !!! Especially on this property. If you are a bride and are planning your wedding day. Prepare to CRY on your wedding day cause chances are this is the one part of the island that will consistently receive rain...no matter what season!! Beach is always windy and you will definitely drown if you try to snorkel. . I’ve been to hotels 100 times better in the Middle East and Africa. This is a three star hotel at best. Save your money! There are Motel 8s with better and updated furniture. What a shame for such a storied brand! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Doesn't live up to Ritz standards - Stay elsewhere

Jan 19th, 2020

We have stayed in several Ritz Carlton properties both in the US and abroad and found the maintenance and level of service at Kapalua to be sub-par. The Ritz brand is synonymous with the best customer service anywhere, and this hotel certainly did not live up to expectations. While some of the wait staff (specifically in the Club Lounge) were outstanding and very helpful, the concierge employees seemed clueless and gave us incorrect information about some of the trips we planned. The valets were in no rush to get us our car and were more interested in talking with each other than greeting guests in the typical Ritz customer service way. The poolside attendants didn't offer to set up chairs, and the poolside food service was very slow. Each waiter stuck to his/her section and didn't help anyone else out, so we waited for our waiter 20 minutes while another waiter was hanging out just a few feet away. The hotel needs a major upgrade to its physical appearance. Maids were vacuuming hallways during busy times of the day interfering with guests. Gardeners/landscapers were planting and digging getting dirt everywhere around the pool during peak pool times. These are things that should be done when the fewest guests are around. At other Ritz Carltons, the staff is trained so that no matter what their job, they all greet guests with a smile, hello and helpful demeanor even if it isn't their job. The staff here needs a major attitude correction. Frankly, we had a better guest experience at the Westin Maui a few years ago and would go back there instead next time. All in all, the grounds are beautiful, but when you spend top dollar, you expect a 5 star experience. We didn't even get a 4 star experience. TRIPADVISOR.COM USER 

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