The Ritz-Carlton Kapalua, Lahaina

I would definitely stay here again -- the location is beautiful, and though the drive to the resort is longer, the road follows the ocean and is beautiful. The staff were very courteous, the food delicious, and our oceanview residential suite was spacious. We liked the fact that the location was peaceful and did not feel crowded at all -- even though the hotel was full. Fabulous vacation!

On our recent trip to Maui we couldn't decide whether to stay at the Four Seasons or the Ritz so we ended up splitting our time between the two hotels, spending four days at FS Maui and three at the Ritz-Carlton. First the good news: The setting at Kapalua couldn't be much more stunning. D.T. Fleming beach and the other easily accessible beaches at the Ritz are rugged and beautiful. The hotel's grounds, lobby and rooms are also attractive. The Beach House restaurant has a wonderful setting and slightly better than average food and service. The bad news: Service was mediocre at best. Granted, we were coming from the Four Seasons, where service was warm, outgoing, and generally flawless, but we expected service to at least be at a four-star level at Kapalua. No such luck. The front desk attendant, whose English was difficult to understand, immediately pulled out a rate sheet when I voiced my displeasure about our room, which was in an unfortunate location and had no view. Despite the availability of better rooms (FS Maui automatically upgraded us to an executive suite), the front desk decided to play Let's Make a Deal and brought out the rate sheet to try to extract more $ for a slightly better room. We did eventually agree to pay more for what they called an Ocean View Suite, but there was hardly any view of the ocean. Whereas every staff member you pass at FS Maui greets you warmly, we were greeted with indifference at every turn at the Ritz. Maid service was laughably inept, with dirty dishes left in the room and no shampoo or soap in one of the bathrooms. Servers and hosts at the restaurants were generally glum, with one hostess greeting us with an extended yawn. The level of warmth and sophistication in the food and service at FS Maui is miles ahead of the Ritz's. Other assorted miscues: The dressing room at the gift shop is an office with no mirror; We ordered the same movie twice and had technical difficulties both times (the charges were removed); Concierges were poorly informed (the timeshare salesperson knew the property better); no water was available from the bell desk upon leaving the property. When we made our reservation, the reservation agent asked the name and age of our son and whether we would need a crib (we did). But on arrival, a crib was nowhere to be found. At the Four Seasons, not only was the crib in place, but so was a free stuffed animal, free bath toys, infant bath supplies, and sponges that spelled out our baby's name. What a difference! While the Four Seasons is not without flaws (the location isn't particularly beautiful), we looked back at our four days there fondly and look forward to returning. We won't be back at the Ritz again and the brand's image has been sullied for me.

I am not easily pleased and have never been so inclined to write a review. My wife and I throughly enjoyed our ocean view residential suite for five nights. Clealiness and services were beyond expectations. Management was seamless. Employees were courteous, attentive, and trustworthy. Concierge was indispensable. Service and food at the Terrace restaurant and Kai Sushi bar was outstanding . Live entertainment in the lobby was mesmirizing. Environment inside and out was tranquil. The best vacation we have ever had. Will search desparately for a travel package to facillitate a return visit next year.

The stay at Ritz Carlton Kapalua has been a very irritating experience. I expected an incredible, luxurious experience but instead this stay has had a myriad of annoying problems. Rather than going on and on with descriptive adjectives, let me just list here some of these annoyances and examples of incompetent hotel management. The photos here also speak for themselves! 1. Dirty landscaping -- hotel doesn't maintain the landscaping around the property. Tons of dead bushes, rotting leaves, weeds. 2. Dirtiness in the rooms - mold in the balcony, dust in the crevices of the mirrors, dust on the shelves, dust bunnies behind the desk chairs 3. Fake hardwood floors coming off the floor - panels are becoming unglued due to humidity, thus the floors have a rippling effect. Stepping over air bubbles, almost slipped and slided down one of those humps. 4. Design -- the vanity mirror is bolted 7 or 8 feet off the ground. I'm 5'4" and I could not use this mirror because it was way above my head. The bathroom door opens right into the toilet. You can't open or close the door without bumping into the toilet. 5. Room numbers & floors make no sense -- the Lobby "first floor" is 6th floor, but no one tells you how to go up or down, floors are not labeled with "Spa" floor or "Gym" floor...the elevators are decorated with extremely dark wooden panels with a small lamp. Very spooky, if you come in from the sunlight you won't be able to see inside the elevator at all. 6. Housekeeping - they took away my toilet paper and left the cylinder on the bathroom counter without putting in new toilet paper. Housekeeping also delivered chocolates for turn down service in some rooms, but not mine. When I requested my check-in "bento box chocolate" package, they had no idea what I was talking about. Overall, this hotel is disgusting. I don't know how any of these items pass the inspection test or quality assurance test. I didn't pay this kind of money to get motel-level service. If you are a traveler that has standards and expect luxurious service from Ritz Carlton, don't waste your time and definitely skip this place. This property is lame, and no one eats at the restaurants either. This isn't a 5-star resort - this is an average senior living retirement community.

the hotel was great. the food was great. the room was great. the pool was great. the service was great. i would stay here again. you are right near the beach and the ocean.

This is THE PLACE to stay! It was amazing! The service, the food, the rooms, the views, the pool!!! Everything! This is the best money you will ever spend.

Our first visit to the Ritz Kapalua ( April 2006) was a very special gift and one we will never forget. The following Easter (2007) we returned because we had such a wonderful experience. The staff is very friendly and helpful, the food is great, the breakfast buffet wonderful, great food,great service, beautiful surroundings and never felt that we had to hurry up and leave. The beach is close and beautiful. Kapalua is calm and peaceful and even with lots of children around it is never noisy. We have stayed in a suite, fabulous, and with a pool side room and never a problem with noise. We can't wait to return after the renovation, it will be like going home to isit with old friends. Aloha

My wife and I stayed here for a honeymoon and right off the bat it was bad. We felt upon checking in that the front desk staff had no idea what they were doing. The entire hotel had a tired look about it. The housekeeping staff was truly horrible. Our towels weren't fully replaced everyday until finally two days left in our trip we had to call for towels since none were left after housekeeping cleaned the room. I hope you enjoy complete seclusion, because to get to the closest town to walk around was a half hour cab ride or use of a rental car. We also found the conceirge serious lacking. On a number of occasions when we visited the desk, they were on the phone with friends and made us wait till they got off the phone. There was some exceptional service by some of the hotel staff, but the entire experience was not one expected from a Ritz-Carlton.

I am here in my room at the Ritz Carlton as I write this review. Unfortunately, I ignored warnings and kept my reservation. My list of disappointments is way to large for a hotel that should be so much more. First of all, there is not any "in-room" coffee. So, we had to go to the Lobby area to get a cup of their "Complimentary Coffee" that is part of the 18.00 per day service charge. Needless to say, walking into the lobby at 6am for coffee is not joyful. All the guests were scrambling over a coffee set up. The hotel is run down as they are closing in July for a complete renovation. So, expect everything including the Pool Lounges to be aged and "ratty." We have about 40 large spider webs in the trees in front of our balcony with large spiders in them, which is a little creepy and distracting. The views are terrible, we have a peek a boo ocean view. No sounds of crashing waves or sunsets or any of the wonderful things that make Hawaii so special. The Service Staff have not been properly trained in the true meaning of "service and hospitality". They are proficient but don't expect any special treatment. They have a pool with 3 levels, one of the levels should be for Adults only, but instead their is alot of children. Which is fine, except if I was "honeymooning", I would hope for a different atmosphere. I would suggest for the RC Managment Team to visit a Four Seasons in a crash course on Service, Style and Operations. One visit to a Four Seasons will make anyone realize how disappointing this hotel is.....I hope in December when they re-open that everything is turned around. But given the off water, way north location I still would not suggest it to anyone unless they bring "very special service" into the equation. They should be bringing complimentary otter pops by the pool, evian spritz's, cucumbers, fresh fruit and service levels to that level with a name like Ritz Carlton.

This island is the most beautiful and serene place I've ever been to. The hotel services were superb and the guest accomodations were 'above and beyond'. The entire staff(from valets thru management) made me and my kids feel like we were #1. Great restaurants, shopping and grocery stores(for late nite snacking!)