The Ritz-Carlton, Kapalua

Lifetime Titanium Elite — and I've handed Marriott enough money over the years that they invited me up to Ambassador on top of that, which is the top tier you don't sign up for so much as bleed your way into. If you don't speak loyalty-program: that's roughly the relationship equivalent of being married with a joint account and matching bathrobes. You do not miss a 4pm check-in on the guy with the matching bathrobes. I have stayed at a truly stupid number of these properties and it has NEVER happened to me. Not once. Until Kapalua. We rolled up dead on time, in gym clothes, and stood in a line for almost thirty minutes like a couple of walk-ins who wandered in off the beach. No luggage help. No rewards line. No nothing. Honestly? If that were the whole story I'd have sighed, swallowed my three stars, and gotten on with my vacation. Then the power went out. And this is where I went from mildly deflated to genuinely angry, because they KNEW. There was a public warning more than 24 hours ahead — a full DAY to do literally anything — and the property prepared for it like the guy who reads "we need to talk," locks his phone, and decides that's a tomorrow problem. The towers dropped, so zero cell service. Climate control just gave up. And here's the part that I — as someone who consults for airlines on exactly this kind of operational duty-of-care — physically cannot let go: no phones means no 911. None. A resort packed with guests, no AC, no way to call for help if someone goes down by the elevators, and their genius move was to keep the FITNESS CENTER open while NOT proactively handing out the water they had sitting RIGHT THERE on property. People end up in the ER from less than this. That's not a bad night. That's a failure of the one job a hotel has when the lights go out: keep people safe. Meanwhile — and yes, welcome to the petty portion, I contain multitudes — the bar kept right on pouring. At full Ritz prices. In plastic cups. Once it got dark they handed out glow sticks so dim they were basically mood lighting for a power outage, which honestly felt like the entire evening compressed into one sad little wand. Upstairs the room was dated, had lizards in it (plural — they brought a friend), and at some point the fridge just quietly started leaking onto the floor like even the appliances had emotionally checked out. The square footage was, I swear to god, the single nicest thing the room had going for it. I need to be SO clear here: the staff on the floor were wonderful. Every single one of them. Working their hearts out, visibly handed nothing to work with, apologizing for calls made about fifteen pay grades above their heads. None of this is on them. Put them somewhere that deserves them. And here's the kicker — the thing that actually drags this from "rough trip" to one star with my whole chest: afterward, nothing. No apology that meant a thing. No gesture. No follow-up. I'm Lifetime Titanium who spent his way up into Ambassador, the literal top tier whose entire pitch is "we take care of you," and I got the hospitality equivalent of being left on read. If THAT guy gets crickets, what's a normal person walking out with? This is a top-down brand-standards faceplant wearing a Ritz-Carlton lapel pin. The people earned five stars. The building, maybe two. Management earned the zero Google won't let me give them. Take better care of the property, or take the crown down. 24 hours ahead — a full DAY to do literally anything — and the property prepared for it li

from check in...with cool towells and flavored water, to being offered an upgrade (which we accepted), to sitting in the beautiful, tastefully decorated lobby and to just being in such a beautifully designed space which offered calm, relaxation and a feeling of being pampered...we had stayed here some years ago and appreciated the new lobby furniture, the new shop in the lobby for breakfast, the refreshed rooms and the pool amenities...everyone was cheerful, eager to help or point us in the right direction..was an outstanding way to begin our stay on Maui...will return...thank you all at the Kapalua Ritz...you gave us a great memory.

CONS- --I would give it a 5 star review if I hadn't been raped by the valet for $68/ day. I asked if there was any public parking, and they said no. --The beds were some of the worst I have slept on in an upscale hotel. --I was thinking this was an adult hotel, but there were kids screaming at the pool. --The breakfast buffet was over $60 per person ($120 for both of us) not including tips. We ate off property for only $40-50 for both of us. --The Luau was very mediocre PROs- The staff was super great and very attentive. The restaurants served great food. The room was nice.

Such an amazing experience! The grounds are beautiful, the service is A++ and when we arrived, we were taken care of with so much love and care from Margie! We also did a wine tasting course with Brian which was incredible. Food at the lobby bar was delectable.

it’s fiiiiine. the rooms are very dated. service, pool service, in room dining, dining in general all much closer to a Westin than a Ritz. Not bad but not Ritz. That being said gorgeous property. Beach is a little far and although it feels overpriced the rest of Maui is too and it feels more a reflection of that. If you can afford better do it otherwise you’ll have a good not great stay.