The Ritz-Carlton, Kapalua

The property itself is beautiful — lush, well-maintained, and definitely feels like a premium resort. However, I wouldn’t quite call it “Ritz standard.” The staff were friendly but not as well-trained or polished as what we experienced at the Four Seasons. Service overall was good, but not exceptional. Now, the food… this is where things really fall short. With the exception of the lobby restaurant — which serves a fantastic burger and a delicious Caesar salad — the rest was disappointing. The poolside menu was underwhelming, the beach restaurant was just okay, and the buffet was mediocre at best. Unfortunately, the pricing is very much Ritz-level, but the quality isn’t even close. If you’re staying here, skip most of the on-property dining and head to the small convenience store right by the entrance — surprisingly, their breakfast and sandwiches are much better. Overall, I’m still giving it 4 stars because the property and amenities are gorgeous. But the culinary team needs a serious overhaul, and the service could use some sharpening to live up to the Ritz name.

The Ritz Carlton Kapalua is my wife's all time favorite hotel. We got married on property a few years ago and have come back for multiple anniversaries, birthday celebrations, and Thanksgiving. The hotel consistently delivers impeccable service with a genuine authenticity that is unmatched. The entire staff is incredible. One of our all time favorite Marriott associates Ms. Fisher in the lounge is top notch. The rest of the lounge team are fantastic. Elma is our all time favorite housekeeper and always attends to our room with perfection. The management team at the hotel could be the best collective management team of any hotel in the world. Between Mr. Kimball, Mr. Gersonde, Ms. Lee, Ms. Stancil, and Mr. Jarvis, it doesn't get better than this team that consistently delivers unmatched service. My wife and I love speaking with Mr. Jarvis and hear his travel stories that we ask to hear all about. The guest relations team always goes above and beyond to make the stay extra special as well with notes, amenities, and decorations that are amazing. Trevor on the team is exceptional. We love the beach as part of the hotel too as it's one of the best in the world. The restaurants are all excellent as well. As someone who has stayed close to 2,000 nights in hotels in my lifetime, we appreciate how it is not easy to consistently deliver unparalleled service the way the entire Ritz Carlton Kapalua team always does. If you stay at any other hotel in Hawaii you will surely regret it!!!!

From the moment we arrived, every detail reflected true five-star excellence. The check-in was seamless, and the staff greeted us with lei and warm Aloha. Our room was incredibly beautiful. The amenities were exceptional—world-class dining with impeccable service, a serene spa, pool area (not just one pool and hot tub - open for 24 hours!) that felt like a private oasis and a fire pit at the patio - a cozy spot to sit close and share quiet moments. We walked to a nearby tourist attraction called Labyrinth and Dragon's teeth (make sure you wear sneakers because the rocks are sharp) We left feeling completely refreshed and pampered.

We spent 3 nights at the resort. Unfortunately for the hotel, the Kapalua golf courses were closed due to a water dispute and looking out over dry/brown golf greens detracted from the overall experience of staying at this resort. The common areas are lovely and up to typical Ritz Carlton standards (especially the fitness center, which is top-notch). The guest rooms are where the age of this resort is apparent..:while tastefully decorated, the bathrooms feel very much out of the late 1980s, technology to operate room controls is a bit dated and the room’s air conditioner sounded like an airplane when it turned off or on. On the plus side, the hotel offered a variety of activities (many without extra charges) and all the hotel staff were friendly and helpful.

I recently stayed at the Ritz-Carlton Maui for two nights. While the property has potential, it didn’t deliver a five-star experience compared to other resorts I’ve stayed at (Four Seasons, Wailea Beach, Westin). Pros: Our suite upgrade was spacious and nicely appointed. The grounds and location are beautiful. Cons: Check-in: Only one person at the desk, with a long line of frustrated guests waiting. It took us 20 minutes just to check in. The associate was kind, but didn’t explain amenities—so we missed the breakfast buffet and didn’t even know there was a spa. Room details: Dirty dishes were put away in the cabinet, and several outlets in the kitchen didn’t work (we couldn’t even plug in the coffee maker). Service levels: Service was consistently slow across the property. At the pool and bar, there was only one person trying to keep up. At the Banyan Tree bar, it looked run down compared to the photos, so we canceled our dinner reservation there. At the lobby restaurant, we sat for nearly 30 minutes before anyone brought menus, despite staff walking by repeatedly. When we finally were helped, the server was lovely—but the delay was unacceptable. Overall: This resort doesn’t match the standard of a true five-star hotel. That level of service and polish is what justifies five-star prices, and when it’s not there, the value isn’t either. If you’re going to charge Ritz-Carlton rates and call yourself five-star, the experience has to live up to the name—and here, it simply didn’t.