The Ritz-Carlton, Kapalua

This is a beautiful hotel with a very attentive, helpful staff. The rooms are spacious and could use updating soon, but overall super nice. I would stay here again. We especially enjoyed the beach area and beach umbrellas! The restaurants are good, the drinks are good.

Prior to our visit I had written to the Ritz's General Manager asking him about a number of reviews that were not very kind about the condition and the service at his resort. He assured me that "our guest satisfaction is at an all-time high and we remain committed to delivering the warm hospitality and elevated experience that The Ritz-Carlton Maui, Kapalua is known for." Unfortunately our experience was similar to those guests that I had inquired about. When we checked in as Marriott Titanium Elite we were given 2 chocolate bars. There really is no advantage to status here. The common areas are very nice and the grounds and pools are well kept. We stayed in a Lanai room facing the golf course. The rooms need work. The fire pit didn't work and we asked maintenance to repair with no luck. The furniture on the lanai has green mold on the cushions. The bathroom shows its age. The shower is almost comical for being the smallest shower we have ever encountered in a hotel any where. 36" square. A larger person couldn't use it. The water closet was so dark you had to leave the door open for light. I left a note for the maid to ask maintenance to change the light upon returning to our room, the maid had replied with a note saying they didn't have any light bulbs! A huge Ritz and no light bulbs. Here is bright point of the visit. The next day they forgot to make our room up. I called the desk, they apologized and said they would send someone which they never did. I repeated the call and the heard the same story with the same results. In frustration I walked to the front desk and a lovely young lady listened, apologized and said she would send someone right down. This is when Faye appeared. She was the turn down associate. She has worked there since the hotel opened and she was a WOW! She apologized and took care of the room. She noticed my note and the earlier maid's response. She was embarrassed, asked if she could borrow my note, finished and left. Maintenance showed up, another impressive gentleman. He looked at the fixture and said he would return. He did, said he looked all over for light bulbs and after moving stock around he found a couple. He changed them and it made a world of difference. After he left, we went to use the TV and it didn't work. We called the desk and soon the maintenance gentleman returned with an associate. He laughed, said a simple fix just need new batteries which he had on him and fixed. Faye and this gentleman from maintenance were All Stars. If by chance you have to stay here, ask for a room that Faye services. If nothing else please ask to meet her you will be impressed. With so many other choices in Maui for hotels I would tell you to stay elsewhere. The missed room servicing, the condition of the lanai, the general maintenance our not part of the Ritz tradition and as I stated at the onset, I even asked the GM if the other feedback was unfounded.

Excellent everything!! The club package is amazing, Some of the best food I had!! All of the people were so nice!! The suites the furthest from the lobby are well worth the walk!! Listening to the ocean and no traffic in the hallway was amazing!!

Looks the same as when I came in 2008. Wood is worn, carpets are musty and hotel is very tired. They also do not recognize Marriott ambassador status in any genuine way. Alfonso the hotel manager had our status in the computer incorrectly and we had to show our online account with Bonvoy to get him to listen! He was smug and annoyed we asked if there were any room upgrades during our trip. This is not the usual kindness we have experienced with this hotel brand.There is no turndown service or attention to detail. I have loved Ritz Carlton for years and had some amazing experiences at these hotels but this is far from that. Many guests have been commenting that other properties are more updated with better beach access (Westin and Four Seasons) . It doesn’t make sense to pay premium prices for this hotel as it has been more like an average Marriott hotel experience at best. Spa experience was definitely not customer focused to the point of being insulting. If you are visiting Maui I would recommend a boutique hotel that strives the share the beauty of the Hawaiin culture. Spend your money elsewhere.

The Ritz-Carlton Maui is pure paradise — from the moment you arrive, the views, service, and atmosphere are unmatched. The property is stunning with lush grounds, ocean views, and an amazing pool area. Staff go above and beyond, making you feel truly welcomed. The rooms are spotless and beautifully designed. Perfect for relaxing, golfing, or exploring Kapalua. Worth every penny — unforgettable stay!