Turtle Bay Resort

We booked a 3-night, 4-day stay at The Ritz-Carlton O‘ahu, Turtle Bay expecting the exceptional service, attention to detail, and memorable experience that comes with the Ritz-Carlton name. Unfortunately, our experience fell far short of those expectations. When we booked our stay, the photos shown with our reservation clearly featured a room with a bathtub. When we arrived, our room did not have one. I brought this to the attention of management, only to be told that not all rooms have bathtubs. I understand that not every room may have a bathtub, but when the booking photos prominently show one, this is misleading and should be clearly disclosed during the reservation process. Then, on the day of our arrival, we discovered that our room had no hot water and had to take a cold shower. We contacted management and were told that maintenance would come to investigate. We then spent approximately an hour and a half waiting for maintenance to arrive. When maintenance finally came, they agreed there was a problem and explained that they needed to open the valve and replace a part. We waited another 30 minutes, only to still have no warm water. We ultimately had to pack up all of our belongings and move to another room. I completely understand that unexpected maintenance issues can happen. What I find most disappointing is how the situation was handled afterward. We paid a premium price for a 3-night stay expecting a special and relaxing experience. Instead, a significant portion of our arrival was spent dealing with room issues, waiting for maintenance, and ultimately packing and moving to another room. After all of this, the only response we received was an apology. There was no discount, compensation, or meaningful gesture to acknowledge the considerable inconvenience and disruption to our stay. For a hotel charging Ritz-Carlton prices, I expected much more. Mistakes and maintenance problems can happen at any property, but what truly defines a luxury hotel is how it takes care of its guests when things go wrong. Unfortunately, we did not feel valued or taken care of. This was supposed to be a magical Hawaiian experience and a special stay, but instead, we left feeling frustrated and disappointed. The lack of meaningful guest recovery was, in my opinion, particularly unprofessional and completely inconsistent with the level of service I expected from the Ritz-Carlton brand. I sincerely hope management reviews how this situation was handled and considers how to better support and compensate guests when their stay is significantly disrupted. We paid for a luxury experience, and unfortunately, that is not what we received.

It was nice but definitely not worth the money. At $2000/night I expect a large room with all the amenities. This was a 4 star at best and not even close to the Weston I spent 4 wonderful nights on the Big Island. The room was small, clean, and just ok. The property was great but again not worth the price.

Had a great family visit to this Ritz. Service at every level was outstanding and it’s a beautiful property. I’ll specifically mention Patrick at the adult pool. Wow, you won’t find a happier person and that comes through in his service. We ate at Roys and Alaia and both were good. We also visited the spa which was nice, but there are no water features, but still a positive experience and service. My only con is: I purchased a cabana at the adult pool. The cabana was nice but for the price it comes with nothing except a minimum spend. Even a platter of food would have made me feel better about this experience. Overall we had a great time.

This hotel is beautiful. The interior is breathtaking with its open views. Great pool selections for kids vs adults, nice room, lovelier bathroom and good restaurants. The people who work here are super nice and it is a high level of customer service with anything you need. Our only surprise was that charge to use beach chairs and snorkels. We thought that would be included for the premium price of the resort, but certainly didn’t ruin our time. Highly recommend if you want to level up your experience!

This is our second visit to the Ritz Carlton in O’ahu and it certainly did not disappoint. Travelling from Australia, we came here to relax , unwind and spend special time together as a family. The staff are incredibly welcoming and the resort is beautiful. We love all the hotel trails and walking tracks, the beach is excellent and the pool is perfect. We spent seven days here and drove to local eateries and food vans at night time. Dinner at Lei Leis, the Beach house was fun. A beautiful place to unwind during the cold Australian winter .