Turtle Bay Resort (DNU)

After visiting over many years, long before their major refurb, and since, this was sadly the last time. What was previously a beautiful, relaxing, serene, and restful hotel appears to have turned into a chaotic, over crowded, and horrendously noisy resort. We found nothing restful or relaxing. In fact, it was thoroughly unpleasant throughout the stay. Walking through the gardens and pool areas, once tranquil and peaceful paradise, now feels like passing through a gauntlet of people shouting whilst running around the place. Unfortunately, there were continual disturbances late into the night with guests shouting in the corridors as they returned to their rooms each night. On the last night of stay, we had hoped to eat in the main dining room of the hotel. Unfortunately, that was not possible as it had been closed off to normal hotel guests, and instead dedicated to a group booking. Eating at the poolside bar was not feasible as it was raining. And Roy’s beach house restaurant had no availability. Not pleased with this. Hence, would have to leave the property to go find food outside, which is not easy on a dark evening on the North Shore. On that last evening, upon returning to room, we could not even sit out on the balcony because of the dreadful noise booming throughout the whole resort from the private party in the open air dining room. Even with doors closed and curtains drawn, the noise was still booming throughout making it impossible to think. Beyond the irritation and disruption caused, it seemed wholly inappropriate and disrespectful on Easter Sunday. Upon complaining about this at the main desk, it was confirmed there were no other rooms available to move to that would not be similarly impacted and disturbed by the noise. Hence, no way of avoiding the noise, other than going off the property. A small point but noticeable was how the public areas do not seem to be regularly cleaned. For example, there are glass panels and windows all over the resort, and many of these appeared filthy. A combination of mucky hands pressed on them, dirt, and sea water in the air. In speaking with several staff, I did ask, how can things have changed so much for the worse in only a matter of months since we last visited. The story seems to be that the hotel management had booked a party of 700 guests to stay, who had taken over the hotel for several days. Yes, 700 people in one group staying in one hotel, apparently accounting for over 90% occupancy alone, according to reception desk . Am told the hotel has 450 rooms. We were told that meant there were almost no resort guests, other than us, staying at that time. If management had been thoughtful or considerate towards the remaining few guests, they could have contacted us in advance to explain there would be 700 people in one group and it might be unpleasant for any other guests, or at very least, not what you would typically expect, and would we want to rebook to other dates or to take a refund. Alas, this did not happen. We arrived to find chaos and we were extremely relieved to leave the hotel after 4 nights. Upon checking any correspondence from the hotel, during the stay, I found one mail received less than 1 week before check in. It stated, “It is our great pleasure to welcome you to The Ritz-Carlton Oʻahu, Turtle Bay, where the breathtaking beauty of the North Shore and the timeless spirit of aloha unite to create an unforgettable escape. Please note that we anticipate high occupancy during your stay. “ I queried the duty manager as to how such a mail would convey to a guest what the reality actually was. He said this was upper management’s way of communicating the issue to guests, and if anyone had telephoned the hotel with concerns regarding their words of, “we anticipate high occupancy”, they would have received a refund, but said upper management did not want to put it in the email sent out that guests could actually receive a refund. Overall, a depressing and disappointing experience. A far cry from what one experiences at other Ritz Carlton hotels or what had been the standard at Turtle Bay previously.

What a peaceful place to relax and recharge. We loved the hotel, the on-site restaurants, and our long walks on the beach. Everything is clean and beautifully maintained. They also have stables, golf carts to get around, and bikes available for guests to use, which made everything even more enjoyable. It’s a big property, so it never feels crowded, which is especially great for families. I highly recommend this hotel—just perfect!

This hotel is a true five star hotel. Karen at the front desk was amazing and her hospitality is above and beyond. Moses in security is very nice and helpful. I called at least three times and spoke to Lee in the back and she is wonderful to talk to you and very knowledgeable of the local community.

If I had read this review before going to the Ritz, I probably would not have stayed here. It's not that it was bad - it just wasn't spectacular - and that's what we wanted. The Ritz Carlton lives up to the expectation of amazing service. The staff is truly some of the best in the industry. That being said, these are things that I think that most would want to know (or at least I would have wanted to know): This is an old resort. I'm not exactly sure when it was built, but it's very dated. I spent $1400 a night, and although housekeeping did come every day, they didn't vacuum the floors once. I know this because there was sand on the floor every day, and we only went to the beach on the first day. Although the Disney resort is less than 7 miles away. People bring their children here. Which is fine, and there is an adult pool - but it's not even separate (it's right next to where the kids get on the slide) and has all of about 15 chairs, so unless you get there at 6 AM you are forced to be at the regular pool. Again, which is fine except there are screeching and screaming children having a wonderful time. So definitely not relaxing. You could go down to the beach, which we did (there are still children there but you can separate yourself and it's not as loud), the day beds, that cost $300/day are old. The mattresses are torn. The canopies are faded, the straw umbrellas are all rusted, the 'free' lounges are also rusted and, like the day beds, are just old and have rips in them. I don't understand how other reviews call them "lovely." If none of this bothers you… It's a great resort. If you are looking for something very luxurious and peaceful… This is definitely not the resort. I guess - especially as the highest tiered Marriott member, I expected a lot more. Definitely not as great as the Ritz on Maui.

Went during the recent power outage during the storm. The staff was AMAZING and resourceful, doing EVERYTHING possible to help guests. They provided meals (much appreciated given during the storm most things were shut down and the whole side of the island was without power. Stayed in a standard room, and even though the hotel underwent a renovation and the common areas are immaculate, the rooms themselves are a little dated. Probably the bungalows are the way to go, when we come back will try those instead!