The Ritz-Carlton, Kapalua

The experience in this hotel was wonderful, we really felt like their slogan says: "A Maui resort so magical it has the power to change you" We enjoyed everything, but I would like to point some of our highlights: Club Lounge with concierge Trevor and the team of ladies and gentlemen who took care of us during a few days, they were very kind but at the same time very professional, really top service! The food was excellent as well, thank you the chefs. Club Lounge has a wonderful terrace where you feel like in heaven while looking to the Pacific. Another fantastic experience and somebody who we want to thank was Ms Kaelin from Ambassadors of the Environment with whom our daughter did 3 activities, and who was absolutely adorable with her and taught her many interesting things about history and biology. Our daughter did these 3 activities and was sad she couldn't do more with Kaelin: Coastal Hike and Tidepool Exploration, Turtle Tracks and Edge of the Sea. The pool staff, reception, guest relations, in the Ambassadors of the Environment - everybody was top level. We were also very lucky to be in the hotel during the Festival of the Arts - top experience to live the wonderful Hawaiian culture that is so dear to this hotel as we could see

Amazing location, service, amenities and activities. We stayed here with a family of five with three children. We had such a great time playing pickleball, boogie boarding, cornhole, fine dining. Special shoutout to Special K our golf cart driver who’s amazing personality brought so much joy to our stay. Love Fleming beach but would recommend extending beach chair and umbrella hours to at least 5pm instead of 4pm. Offering drink service on the beach would be great too. Food and beverage was crazy expensive, but so were all of the nice restaurants we dined at. Nearby convenient store helped out to grab snacks and a meal. Or try Baya bowls in parking lot of Fleming beach for açaí bowls and smoothies. Beach doesn’t offer boogie boards or any nonmotorized sports equipment. So we rented from Boss Frogs which was reasonable but had to drive to and fro to get them. Would definitely stay here again.

This awful resort was the straw that finally broke the camel’s back — we will no longer be patronizing their resorts anymore. I didn’t need to see anything beyond the atrocious check-in to know that we were going to have a terrible week. I canceled as soon as we got to our room. Upon arriving at the hotel in our rental I tipped a valet $100, and he proceeded to disappear completely, leaving us to wander around looking for our room while he was off doing god knows what (not getting our luggage, I know that much). When I came back to the lobby to ask him to orientate us and to take us to our room, he took us as far as the elevator before he turned around and hurried back to the lobby, telling us that he was supposedly getting our bags up to the room. I was so shocked and livid, I didn’t even have time to compute what had just happened before he had already left. After I tried to call the front desk and couldn’t get through, I finally went back down and confirmed that our luggage had just been sitting out front with all of our valuables inside. After trying multiple times to contact the front desk and other staff, I decided I had seen enough over the half hour we were there to cancel our room and find another resort at the last minute for our family Hawaiian vacation. I have never seen a valet pretty much just steal a tip like that. Anywhere. Much less at a supposed five-star resort. This is not the first time we received horrendous customer service at a Ritz, so after several vacations ruined and/or extremely inconvenience, we are looking for other resorts exclusively, and I have made my wife promise that she will stop me if I ever make the stupid decision of giving the Ritz a third of fourth chance.

There are children everywhere—depending on your life stage this could be positive or negative. Music is broadcast almost everywhere—nice music, just a touch too loud. Staff were kind; if we asked directions they didn’t just point but walked us there. Room was clean and comfortable

Excellent 5 star facility. Best staff and service I have seen in Hawaii. Really nice operation all around. Beautiful location, food in restaurants and Club was very very good. Great golf courses. The only exceptions were one (of 3 restaurant visits) time seemed to take forever to get a single item that was ordered. And in the Club (which overall gets a wonderful rating), at times if you needed help from staff, it would a search mission to find someone.