The Ritz Carlton Maui Kapalua

Not the Luxury Experience You’d Expect... If you're seeking comfort, attentive service, and true luxury, the Ritz Maui may not meet your expectations. While the location is beautiful, the beach in front of the resort is far from the best on the island. Oddly, at exactly 3:50 PM, guests are asked to return their chairs and either leave the beach or sit directly on the sand—something we’ve never experienced at a supposed five-star resort. The pools have potential, but the atmosphere is disrupted by staff unpacking outdoor furniture in the middle of the day. Rooms are smaller compared to other hotels we’ve stayed at, and ours had an unpleasant odor. The biggest letdown, however, was the service. We were celebrating our 20th anniversary, and unlike every other hotel we've visited—including more affordable ones—there was no special welcome or acknowledgment. A small gesture can go a long way in making guests feel valued, and sadly, that was completely missing here. As for the bar, cocktails are overpriced and underwhelming—not worth it. We had just come from the Four Seasons, where the experience was leagues better in every aspect. Overall, this stay was a real disappointment. We expected so much more from a Ritz-Carlton !!...

Unfortunately, this wasn’t the experience we were hoping for. We stayed here for business and found ourselves disappointed on some things. Many of these 1 and 2 star reviews below are similar to what we’ve experienced. The hotel is farther from the ocean compared to others in the area, and the “ocean view” is a bit of a stretch - you can see it, but it’s quite distant. Unlike neighboring hotels, this one doesn’t provide beach chairs, umbrellas, or even a tote bag. My kids found someone’s swim shorts under the bed ( previous guests, I assume.) There’s no self-parking option, only valet. This becomes a hassle when you realize you’ve left something in the car. Service was overall quite slow, and the amenities didn’t reflect the price point or the reputation. We loved the lobby area and the beautiful live music, great musicians. Overall, I wouldn’t recommend staying here. There are other places on the island that offer much better quality, service, and value.

A Ritz Carlton in name only. Unfortunately, the lack of service and quality amenities at this hotel make it much closer to a 3 or 4 star resort and not deserving of the Ritz-Carlton name. Having stayed at other Ritz-Carlton properties both domestically and around the world in Asia, Europe, and the Middle East, this location is significantly lacking. With a $55 resort fee, one should expect some nicer amenities and activities than what was offered here. The rooms are traditionally styled but slightly dated. The entrance and lobby were the best parts of the hotel with an open air lobby bar with a great view of the ocean and a musician playing every evening. There seemed to be a shortage of staffing in all areas of the hotel except the extra money making spots like the bar and concierge. Pool staff only seemed like they were there for the bar service and there was no staff to provide towels or really keep the area clean. The housekeeping was very slow to clean the rooms, with several days that our room wasn’t cleaned until late afternoon, having been out of the room since 8am. Additionally, there was no turndown service, which has been a standard at every Ritz Carlton. Some of these things may seem insignificant, but when you’re staying at a 5 star resort and it’s a Ritz Carlton, there’s a certain level of service, quality, and amenities that you’d expect. Additionally, not that I’d ever expect anything special, but there was zero recognition of Titanium elite status or benefit at this property. Overall the value was low for the price paid and I would recommend spending the same money on a nice room at a 3 or 4 star resort for a better overall experience and value.