The Ritz-Carlton Maui, Kapalua

Update to my earlier review: more problems came up during our stay, and they kept adding to the disappointment. The king bed was less comfortable than the rollaway bed for our son, which was surprising at this price and room category. The pool is advertised as heated to 80 degrees, but it was too cold for our family to use, taking away one of the main reasons we chose the resort. We also had a very slow, disorganized lunch at Banyan Tree. We waited a long time to order, for food and drinks, and then for the check, which we had to ask for several times. Other tables looked frustrated too. One dinner was good, but dining service was inconsistent overall. The hotel called around 8:00 p.m. one evening, but we were at dinner and couldn’t answer; nobody followed up even though we’d raised ongoing concerns. We spent a day at the Four Seasons, where service was attentive, food was better, and the pool was actually warm and usable. The difference was striking. Our first impression had already been poor. After an eight-hour flight delay and over an hour in a taxi, we arrived late and exhausted with our children, including our youngest son, who has autism and struggles with loud environments. We were told no restaurants were available for dinner. The only option offered was the bar, where children aren’t allowed, and they said dining reservations weren’t being offered at all. Nobody suggested another solution. After such a long travel day, not having a proper meal for the family felt unacceptable. Taken together, the room comfort, pool, inconsistent dining, and lack of follow-up fell short of what we expected from a luxury Ritz-Carlton. We seriously considered changing hotels mid-stay. The property itself is beautiful, but service and attention to detail need significant improvement.

The beach bar and restaurant at lunchtime had exactly the sort of atmosphere you rarely find at a U.S. resort, and it reminded us of a top-end Asian resort. We also enjoyed evening drinks at the lobby bar, looking out over the ocean, and breakfast was what you’d expect at a Ritz Carlton. Though the property is a bit older, it delivers. The pool is lovely and there are plenty of loungers, even at peak times. Staff were amazing, check-in was smooth, and we were upgraded without asking to a very well placed room. This resort exceeded my expectations, which doesn’t happen often anymore. It’s clearly well managed. If we return to Maui, we’ll stay here again.

I work in hospitality, so I don’t say this lightly, but this place really impressed me. We got upgraded to a suite for our honeymoon, and the room was over the top. Everyone we met was professional, polished, and genuinely warm. I especially loved the pool service and comfortable loungers. I never wanted to leave. It does get a bit more rain on this side of the island. Black Rock Beach is often sunny, though, and only about a 10-minute drive or Uber away.

My husband and I left the Ritz-Carlton Maui disappointed. The resort advertises several restaurants, I believe six, but one night only one restaurant and the lobby bar were serving food. The restaurant required reservations, which we didn’t have, so we sat at the bar even though the tables were still about 80% empty. I couldn’t tell whether they were short on staff or just had trouble planning seating. Another night, the lobby bar was the only place to get food, and it has limited seating. The lobby cushions were stained, probably from people eating at low coffee tables while sitting on the lounge chairs and sofas. The resort seemed more focused on entertainment than anything else, and it felt like vacationing on a low-quality cruise ship instead of at an expensive hotel. The beach is small and not especially pretty. I wouldn’t recommend this place.