Turtle Bay Resort

Having stayed here 2 years prior before the Ritz Carlton branding, I think I have a great perspective on the changes (or lack there of). I will start with going into this trip I expected the caliber of service and amenities to be reflected with the new much higher price. To my disappointment the service was not great. Starting at check in the lady was cold, short, and quick to move us along. All though we have stayed at this property before we were given no information on the property, restaurants, actives, etc. My Marriott Platinum elite status is completely useless here as you do not receive free breakfast or lounge access. I had to ask about a room upgrade, she begrudgingly looked and said there was nothing but a room with a worse view and bigger balcony(we should be eligible for suite upgrades). When we arrived to the room, I was disappointed to not see any bathrobes, slippers, or upgraded toiletries. They give you reusable water bottles that have been downgraded from the high quality ones we received at our previous stay 2 years ago. In addition we received a flimsy beach tote. Now the biggest thing I was hoping for was new lounge chairs at the beach as I noticed last time they were quite old and not very comfortable. Sadly they are the same ones from 2 years ago. With the Ritz Carlton change has come higher prices and downgraded service and amenities. We loved this property for the beautiful grounds but definitely not worth the $800+ a night price tag when you are getting worse amenities than when it was only a $500 a night resort.

Just returned from an outstanding stay - hadn’t been in some years , and happy to say it’s still an absolutely stunning property ! Service also outstanding - all the employees seem to go out of their way to help in every way ! For instance we could not get a reservation at the Beach house ( a delicious restaurant on property ) so I contacted the concierge who made it happen ! Also complained about no papaya at the buffet and the next day it was there ! They listen and care . One small complaint - they add 20% service to the breakfast buffet even though it’s a serve yourself except for coffee - I don’t mind tipping well - but it wasn’t make clear til the last day and we tipped 30% . And I missed the lighting of the tiki torches which they didn’t do for some reason - but minor complaints for an outstanding stay ! Can’t wait to return !

I have stayed at Turtle Bay for over 7 years now and tonight was absolutely the worst service and meal I have had there. My family of 8 ate at Alaia. I waters weren’t refreshed, and we waited for over 45 minutes for our food only to be served cold fish and cold dishes around the table. No managers came to the table to accept responsibility only the server apologizing and trying to get a new meal to us, only to be served something that was microwave and worse than the original meal. When I spoke to the manager as we exited., The response I received was “Please give us another chance. We can do better!” As far as I’m concerned, the service from the server and the manager was worthy of termination and lack of respect for Bonvoy members that spend the better part of almost 200 nights a year in Marriott properties, this was an abomination to the Ritz Carlton name. I received better service at the Courtyard 10 minutes down the road , than I did here. Thank you to management and the staff for showing how little they respect loyal customers.

Pretty Views, But Overpriced and Inhospitable This resort has gorgeous ocean views and a great gym, but that’s where the “luxury” ends. We paid about $1,000/night for a standard king room in the main hotel and got a mid-tier experience that felt more like a basic Marriott with a view. Rooms & Decor: Our room view was stunning, but interiors felt cheap — vinyl floors, basic bedding, and IKEA-like fixtures. Furnishings seemed unplanned and unwelcoming. For the price tag I expect a high end designer the Ritz Carlton at Turtle Bay feels like a recently flipped Air BnB at the shore. Seating & Amenities: Pool and beach seating is rundown looking and scarce unless you pay $350/day for upgraded loungers (which don’t appear to include extras). Complimentary chairs are claimed early, leaving you with a towel on the grass and no shade. Activities like snorkel gear, paddleboards, or canoes are $50-150 a day each despite a resort fee. Dining & Service: Breakfast buffet ($50) was the same every day and just okay. À la carte food was just average. Staff were generally nice but untrained, and the concierge didn’t always know basic details. Bottom Line: At $500/night, this would be fine. At $1,000/night, it’s a bait-and-switch — a beautiful location with subpar value. I constantly felt like the management was just trying to squeeze every penny out of the guests and I left here annoyed.

The Ritz-Carlton Oahu, Turtle Bay, was beautiful in every way!! The location was breathtaking, amenities were great, housekeeping employees were so friendly and professional, front desk personnel and concierge were welcoming and helpful. We happened to be at Turtle Bay when the tsunami occurred. Needless to say, it was very unsettling. However, the resort was prepared, handling the situation calmly and with transparency, keeping us regularly informed every step of the way. We felt safe and reassured and were thankful that there were no injuries or damages. All in all, our family agreed that our stay on Oahu was a trip of a lifetime!!