The Ritz-Carlton Maui, Kapalua

Customer ratings & reviews

TripAdvisor Traveler Rating

4543 reviews

• 

  Very disappointing experience overall

  We chose The Ritz-Carlton Maui, Kapalua expecting the level of service and comfort associated with the brand, but unfortunately our stay fell far short. From the beginning, there were multiple issues that compounded over time. We experienced significant noise early in the morning (around 6:30 a.m.) from the room above us, making rest difficult. Surprisingly, the rollaway bed provided for our son was more comfortable than the king bed in our room. Dining was inconsistent. Dinner at Banyan Tree was excellent, but lunch the following day was a completely different experience. Service was extremely slow and disorganized — it took a very long time for a server to take our order, deliver food and drinks, and even bring the check, which we had to request four times. We noticed several nearby tables were equally frustrated, suggesting this was not an isolated issue. One of the biggest disappointments was the pool. Despite the hotel advertising that the pool is heated to 80 degrees, the water was too cold for our family to use at all. This was a major factor in our stay, and the pool was essentially unusable. We did receive a call from the hotel around 8:00 p.m. one evening while we were at dinner, but no follow-up call was made afterward. For comparison, we spent a day at the Four Seasons nearby, and the difference was immediately noticeable — attentive service, better food quality, and a warm, enjoyable pool. That contrast highlighted how much this property is currently missing the mark. Overall, the experience did not reflect the standards we have consistently encountered at other luxury or Marriott Bonvoy properties, and we ultimately considered changing hotels mid-stay. This property may be beautiful, but service, comfort, and attention to detail need significant improvement

  Jan 04, 2026
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  Extremely Disappointing Stay – Would Not Return

  We had a very unpleasant stay and would strongly advise others to look elsewhere. From the moment we arrived, the service was unprofessional and unhelpful. Staff seemed disinterested, slow to respond to requests, and at times outright rude. Basic customer service was completely lacking. The cleanliness of the hotel was equally unacceptable. The lobby and pool area was not kept clean. Pool was full of sand, I never saw anyone clean the pool. This made the stay uncomfortable and frankly unsanitary. Don’t bother to go to the beach, they had broken plastic lounge chairs and do not offer food/drinks service. This hotel failed to meet even the most basic standards of hospitality. I will not be returning and cannot recommend this place to anyone.

  Jan 03, 2026
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  Ritz is not worth it.

  First, being a Marriott Titanium Elite is ignored at this hotel. Period. no upgrades, no perks. Everything you need to know about this hotel happened just after we arrived. We checked in, and while we were waiting for our bags to be delivered to the room (which took about 45 minutes), we sat down in the lobby for a drink (the Ritz does not give out welcome drinks). After sitting about 15 minutes, with staff going about other tasks, I finally got up and went to the bar, where the bartender told me they don't have lobby bar service until 4 pm. So, I ordered my $29 drinks form him and waited. While I sat there, a young local couple came up and asked if they could bring down the honeymoon bottle of Champagne a. friend had ordered for them - from Ritz room service - that had been put in their room and drink it at the bar. The bartender had to go ask his manager and came back to tell them their would be a $50 corkage fee - for the bottle the Ritz had sold their friend to put in their room. Net, that is how this hotel operates. Basically nickel and diming you at every turn. The rooms are slightly bigger than your typical Sheraton. And our "Ocean View" only had an Ocean view if we went out on the balcony and looked left.

  Dec 29, 2025
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  A beautiful stay at the Ritz Maui

  I was somewhat worried, reading some of the reviews about this property, and the negative experiences people had. Our experience was wonderful, and it’s my impression that many of the people with bad experiences come from a place of entitlement and this dampens their experience. Please see my review below: Arrival & Check-In From the moment we arrived, the experience felt special. We were greeted with beautiful handmade leis, which immediately set the tone for the stay. Roberto at the front desk was exceptionally kind and welcoming—he thoroughly explained the resort amenities and generously upgraded us to a partial ocean view room. Check-in was seamless, relaxed, and genuinely warm. Bell Services Ken, our bellman, was wonderful. He delivered our bags promptly, was extremely friendly, and even offered to get ice for us. These small gestures made a big difference and reflected the consistently thoughtful service throughout the resort. Housekeeping The housekeeping team was fantastic. Every day they swept the hardwood floors to remove sand, refreshed towels, and kept the room spotless. While there was no turndown service, their attention to detail and consistency really stood out, and the room always felt immaculate when we returned. The Property, Beach & Location The property itself is absolutely stunning. The beach access was a major highlight—guests are provided complimentary towels, umbrellas and two lounge chairs, which made beach days effortless and relaxing. The Burger Shack offering takeout that you can bring down to the beach was incredibly convenient and veggie burgers and shakes were delicious! Ocean conditions varied during our stay (December): one day was calm and perfect for swimming, while other days had stronger waves. On one of our swims, we were lucky enough to see a sea turtle glide right past us—an unforgettable experience. The location is excellent—just a scenic walk to Kapalua Bay via a beautiful coastal trail. The resort also neighbors the Montage, which is a great place to grab drinks or visit the spa. An especially convenient perk of the location is the nearby Honolulu Market, located just steps from the resort. This market is incredibly well priced—comparable to Target or Walmart prices in town—which is rare for resort-adjacent shopping in Maui. They sell everything you might need: beer and wine, coffee, breakfast items, sandwiches, Dole Whip, snacks, beach supplies, and souvenirs. We highly recommend buying alcohol and snacks here to stock your room during your stay—it’s convenient, affordable, and well stocked. Dining Experiences Banyan Tree Restaurant: We dined here twice and it quickly became our favorite. The Mai Tais were the best we had on the island (significantly better than the famously hyped Monkeypod). The food was delicious, the service was excellent, and the ocean views were stunning. Highly recommend the Maui onion dip with their fresh bread. The wine selection was also outstanding. Our server both nights, Marissa, was wonderful. Sushi Bar & Patio Wine: We also enjoyed the sushi bar and had wine on the patio—both were very good and made for relaxing, enjoyable evenings. Luau Experience The luau had several positives: • Open bar with Moët, cocktails, wine, and beer • Lei greeting upon arrival • Complimentary photo opportunity • A show that told a meaningful story of Hawaiian culture • Food that was fairly good However, there were notable downsides. Because the luau is indoors, the excitement of the fire dancing was limited—they couldn’t throw flames, which diminished the impact. There were also relatively few dancers, making the performance feel smaller and slower than other luaus we’ve attended. Additionally, the vegetarian option was simply seasoned tofu, which was disappointing given the $250 price point. Overall, the luau was below average in both experience and food. I would recommend going off site for a luau. Pool & Oasis Daybed Experience Booking an Oasis daybed was one of our favorite parts of the trip. From 11 a.m. to 5 p.m., we had attentive food and beverage service, a 10% discount on food, and $40 off sparkling wine bottles (including Prosecco), which made it an incredible value and a lot of fun by the pool. While there was some pool maintenance during our stay, the resort handled it extremely well. We were informed ahead of time, and the work was scheduled so that only one of the three pools was affected at any given time. The pools were never overly crowded or noisy. Activities & Experiences • E-Bike Tour: We did the e-bike tour with Allison, who was absolutely wonderful—patient, kind, and incredibly knowledgeable about the coastline, wildlife, and Hawaiian history. This tour is a 10/10 and a must-do. • Lei-Making Class: Free and very fun. • Stars & S’mores: A lovely evening event where we made s’mores and met other couples. • Friday Market: Featured local vendors, including a snorkel guide we later went out with who was excellent. • Beach Cruisers: Complimentary bikes available to ride along the coastline—beautiful and such a thoughtful perk. Anniversary Celebration & Special Touches The Ritz-Carlton truly went above and beyond to celebrate our anniversary. Upon arrival, we found chocolate-covered strawberries and a handwritten note in our room. Midway through the trip, we received a bottle of wine and homemade banana bread with another thoughtful note. At the end of our stay, we were gifted a beautiful ukulele, a book on the history of Maui, a hand-carved wooden bookmark, and a Hawaii fridge magnet. These gestures were incredibly meaningful and exemplified exceptional hospitality. Shopping & On-Site Staff The retail staff throughout the resort were consistently friendly and helpful. There was also a sunglasses stand near the pool—an especially fun stop. The salesperson was wonderful and helped me choose a beautiful pair of pink Maui Jim sunglasses. Spa We did not use the spa on the property, primarily because there was not an outdoor/scenic co-ed relaxation pool area suitable for couples. Concierge, Valet & Front Desk The concierge team was incredibly accommodating and handled all of our excursions and bookings flawlessly. The front desk made both check-in and check-out effortless and was always happy to answer questions. Valet service was outstanding. On two occasions, we requested our car at extremely early hours (around 4 a.m.), and it was always ready. We never waited more than 2–3 minutes after calling down. They frequently offered towels and water when we left for excursions and happily took used towels when we returned. Room & Amenities The room was more traditional in style—less modern and a bit dated—but still beautiful and very comfortable. The patio had a lovely ocean view. The bed was exceptionally comfortable, with down pillows and a duvet fully encased in a duvet cover. The room featured his-and-hers closets, two plush spa bathrobes, a Nespresso machine with pods replenished daily, a mini-fridge, room safe, and a six-drawer dresser. The Diptyque shampoo, conditioner, and body wash were a luxurious touch. Overall Impression This was an exceptional stay. While not everything was perfect (notably the luau), the warmth of the staff, attention to detail, anniversary celebrations, and overall hospitality truly set this Ritz-Carlton apart. We left feeling genuinely cared for and already look forward to returning.

  Dec 23, 2025
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  Should have saved some money/points and stayed at the Westin

  This was such a lack luster experience and did not feel very Ritz at all. I’m not sure if it was because it was slow the week before the holiday rush or what but it left a lot to be desired. The three days by the pool we were maybe approached one time with an offer of service and usually had to go to try and find someone to order something. The server was usually mad that we approached the bar however they were never anywhere to be found. As someone who travels a lot and have held Titanium and above Marriott status for the last couple years I didn’t receive a welcome note in my room. I know this seems small but when you travel regularly these small touches go a long way. For how slow the hotel was we weren’t offered an upgrade, access to the club lounge, a welcome anything, or like I said even a card, it made me wonder why I am loyal to Marriott and have a credit card with them. I’ve had many stays where I don’t receive more than a card and that is okay but that didn’t event happen. I could have saved a lot of points/money and stayed at the Westin down the road for the same experience and probably better service.

  Dec 20, 2025