The Ritz-Carlton, Kapalua

We spent three nights at the Ritz-Carlton on our way to Japan. While we enjoyed our time at the property, I am not sure that we will return. We booked an American Express FHR rate that included breakfast for two as well as a $500 resort credit. With those inclusions the price ended up being about the same as the Westin or Sheraton Kaanapali. The Ritz-Carlton is certainly a step up from either of those properties. As a Bonvoy platinum booking on an FHR rate, we did not receive any noticeable upgrade. We were on a third floor room overlooking the massive resort pool. We did have a partial ocean view in the distance. The room is nicely sized and well maintained. The bed was very comfortable and we were given a bottle of prosecco as a welcome amenity. The bathroom is also nicely sized with a separate tub and well sized shower. Slight ding for not having double sinks or a bidet toilet as many luxury hotels in Hawaii do. The food and beverage were pricy and disappointing. We had dinner the first night at the Banyan Tree restaurant. The food was just okay and the fish could have been fresher. For two of us, the meal was $275 and not nearly as good as what we had at Merriman's two nights later. The breakfast buffet was the highlight of the food with a large variety on offer. Not sure of the price, as it was included in our rate. The pools at the resort are expansive. We never had a problem finding a lounger and umbrella. The beach is quite a ways down hill (long hike back up), but they do have buggies that will take you back and forth. When we were there, the beach was a bit too rough for swimming. Also found the $65 valet parking and $55 resort fee a bit steep. I know this is Hawaii, but come on... The Kapalua location is a plus and a minus. The area is a lot less crowded than Kaanapali. We made the mistake of going into Kaanapali for dinner one night and it was much more hectic. The downside of the location is that it is a long drive if you want to go anywhere outside of Kapalua. Next time we might consider Wailea.

Bad weather was unlucky. The hotel’s lack of preparation in a power outage was a choice to place profits over people. This place elects not to use readily available backup power generators to power guest rooms. No hot water, spoiled food in the fridge, no support for finding alternative accommodations. The leadership at this hotel has left the staff in a tragically impotent position. Photos are of guests trying to charge their phones on a small Costco-purchased generator.

We didn't have a problem with the staff like some reviewers did, I thought the staff was very attentive. Except for the fact that they left all the lounge chair cushions in the rain so that no one could use them the next day. Our problem is with the layout of the hotel, which you can see from any photo of the property. Namely, there are minimal actual ocean views. As others say, the "ocean view room" is only ocean view when you are on your balcony/patio and look left. All of the lounges, bars, etc. are situated to look into the property, not at the beach, no matter where you go. I'm sorry but what is the point of going to Maui if you literally have to walk to the edge of the property to even see the ocean. Also echo what another reviewer noted, there is zero value or perks given for being Titanium Elite - not even club access.

This is the absolute heaven regarding hotels/resorts. The location and the setup sure is hard to beat. The friendliness of the whole staff shall be the rolemodel for all such businesses. The best of the best!!

Absolutely stunning location. However the unwelcoming ,Ho- hum, mundane service was a real disappointment. My husband and I have traveled and I’ve stayed at many of Ritz Carlton‘s locations and this by far has been the most disappointing. When you come to a five star luxury hotel you do expect an elevated experience in feeling that your business is appreciated. This was a very underwhelming experience to say the least. The vibe here is different.