Turtle Bay Resort

We were genuinely excited when we heard that Turtle Bay had been taken over by Ritz-Carlton. We had stayed here before—loved the beautiful surroundings and hotel but the service was average, which we understood since it wasn’t previously managed by a top luxury brand. Because we always enjoy Ritz-Carlton during our vacations—especially my husband, who insists on returning to Ritz Waikiki almost every year because of its consistent excellence—we expected the same high standard here. We spent our first three nights at Ritz-Carlton Waikiki, and as always, the experience was outstanding: warm greetings, smiles, attention to detail, and genuine hospitality. Sadly, none of that existed at Turtle Bay. From parking to check-in, there was no sense of welcome. The front desk associate didn’t smile, didn’t offer a map, and didn’t explain where the elevators or club lounge were. She even yawned multiple times during check-in, which set the tone for what felt more like a three-star hotel experience. My kids even asked why we “downgraded” hotels—and were shocked when I told them this was supposed to be Ritz-Carlton. Throughout the property, employees rarely greeted us, and many seemed irritated or uninterested. It felt nothing like the warm, polished service we expect from Ritz. Although the hotel offers many activities, most were fully booked. The front told us to call at 7:00 AM and wait in line for possible openings. We came here for vacation, not to stress about waitlists. When we arrived at the room, the floor was sandy, and despite having four guests, only two sets of amenities were provided. At the beach, staff questioned my kids in a rude manner, asking if they were actually hotel guests. Even after verifying their stay, they didn’t offer towels or help set up chairs—so my kids just left. The club lounge was the only place that felt like true Ritz-quality service. But overall, there was no “wow” factor—especially since we have stayed here before. Another disappointment—when my 11-year-old wanted to use the treadmill, we were told she could not use the gym because she was under 15, even though the posted rules didn’t mention this. She felt completely left out while her older sister and dad were allowed in. We truly love Ritz-Carlton properties, but this location did not meet the brand’s standards. Sadly, we would not return. We are still currently staying here and honestly wish we could cancel the remaining nights and go back to Waikiki.

We are currently at the hotel and booked an ocean front suite for five nights over Thanksgiving. We were given a room on the third floor (out of six floors) with what would normally be categorized as only partial ocean view at most hotels. The type of room you might be given as a free upgrade but certainly not when you have paid for an ocean front suite ($1,800+ per night). Room is spacious but should really be called a junior suite. Flooring in the room is vinyl and sticky to the touch because it had not been cleaned properly. Quite disgusting. No evening turndown and they don’t refresh the water bottles in the room during daily housekeeping. We booked a daybed by the pool and it took over an hour for someone to come and take our food order. It was past 12:30pn. They were understaffed. We ordered room service for dinner the first night. A salad with dressing on the side and a dessert. The salad came drenched in dressing and no spoon for the dessert. When I called them back, they got irritated with me instead of being apologetic. Maybe they were busy but not the reaction you would expect at a Ritz Carlton when they have made a mistake. We are celebrating our son’s 10th birthday and at dinner at their main restaurant the hostess wished him when we checked in but at the table after dinner they didn’t even give him a cupcake with a candle to acknowledge his birthday. So they knew it was his birthday but they just didn’t care. Many other small things like this which make the difference between a regular and a luxury resort. Just need to set your expectations accordingly at this hotel.

Really enjoyed the stay here - more than expected! It’s a big hotel but thanks to the design and layout, you don’t really feel it. Never too crowded, plenty of cute areas to enjoy a quiet moment. We booked an Amex FHR rate and enjoyed an upgrade to a suite. Breakfast in the Alaia restaurant was pretty disappointing but the view was beautiful. There are a bunch of excellent food trucks (including Da Bald Guy and Ry’s poke) a few miles down the road which are fun - they nicely complement food options at the hotel.

The hotel's common areas are all really beautiful, the pools, lobby, beach, etc. We booked the entry level room and thought it was fine, but not especially beautiful or spacious or appointed. It felt like the room could have been found in any other lesser property, and so there's a bit of a miss there. The gym has great views, but feels a bit small for the number of guests using it.

Beautiful resort! We strayed here for 4 nights during our visit to Hawaii and it did not disappoint. Breathtaking property and spectacular service. The family pool was a bit small and got to be a bit of a mess as the day went on but that was mostly because parents weren't paying attention to their kids. Highly recommend!