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“Best Club-Concierge, but Cold pool” 4 of 5 stars
Review of The Ritz-Carlton, Kapalua

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The Ritz-Carlton, Kapalua
5.0 of 5 Resort   |   1 Ritz-Carlton Drive, Kapalua, Maui, HI 96761   |  
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Ranked #1 of 2 hotels in Kapalua
Winchester, Massachusetts
Reviewer
5 reviews 5 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
33 helpful votes 33 helpful votes
“Best Club-Concierge, but Cold pool”
4 of 5 stars Reviewed November 16, 2012

Kudos to staff at the Club Lounge! All go above and beyond even the highest of expectations. Rooms were well-appointed. Continous, convenient shuttle service from hotel lobby goes to several of the highest rated restaurants in the area. Disadvantage was the cold pool and lack to response to our requests to warm up the pool. If the pool manager would take a walk around, he would see that hardly any guests were in the pool, while the two jacuzzis are very overcrowded, because the pool is uncomfortably cold. We are here for 9 nights and this situation has persisted.This had adversely affected our leisure time here. Very discouraging for a Ritz.

  • Stayed November 2012, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Service
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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nyc
Senior Reviewer
10 reviews 10 reviews
9 hotel reviews
Reviews in 9 cities Reviews in 9 cities
15 helpful votes 15 helpful votes
3 of 5 stars Reviewed November 15, 2012

My husband and I just returned from a week in Maui at the Ritz for our 10th anniversary. We choose The Ritz because of previous stays at our locations unfortunately this location was a disappointment. As a previous guest commented the carpeting is stained and worn, the sheer draperies in our room were are stained too. When we arrived there were no restaurants on the property open for dinner in fact 2 of the 3 were closed the entire week of our stay and there was only 1 location open for lunch. We did eat at the on site sushi restaurant which was awful there is another sushi restaurant in Kapalua called Sensei which is the place to go, prices are great and portions are quite good. One of the reason we wanted to go to Maui was for a beach vacation, do not stay at the Ritz if you want a beach vacation because they do not allow any of their lounge chairs on the beach and did not offer us any other beach chairs to use on the beach as a previous guests notes. There reason is the currents in the ocean are too strong and the life guard needs to be able to get around the beach without chairs in their way????? There also no water sports on property either. We eneded up driving to other beaches which was not what we had planned to do on our vacation. The staff was amazing which made our trip pleasant. We did not find the concergie desk to have any pull with any restaurants or activities, they were there to make any reservation but I found I did just as well on my own through the internet. I would have expected the Ritz to have some pull with top restaurants but not the case. We also had a misunderstanding with concergie booking an activity and not advising us that the amount she quoted was per person and not for the both of us and when we tried to cxcl they basically told us there was nothing they could do to help, again not what I would expect from The Ritz. I have spent over 30 years traveling the world at top hotels and my previous experiences with the Ritz Carlton were all to my expectations so this was a big disappointment. There are so many choices in Maui it's too bad this wasn't what we hoped for. I do not think we would return to this property but would return to Maui for sure!

Room Tip: guests who met who had ocean views said they really weren't ocean view you needed to stand on th...
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  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Maumelle, Arkansas, United States
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3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed November 15, 2012

I left my heart at this hotel. Upon our arrival, we were greeted, given beads, offered a drink and we immediately knew this place was special. The hotel is constructed in sort of a large open "U" shape which cascades down the side of a hill toward the Pacific Ocean. In the center, manicured native flora greet you on the way to a lavish three-tiered pool complete with hot tubs and upscale chaise lounges. Palm trees sway in the gentle breezes in every direction you look. The temperate climate allows the hotel to have a very open feel with no front door to the lobby or past the lobby out to the pool area. The rooms were beautiful with upscale finishes, comfortable beds and unexpected dark finished hardwood flooring. We had a walk out balcony large enough for a table and chairs which was the perfect spot to enjoy morning coffee while enjoying a view of nearby mountains and all the way down to the beach. A paved area winds its way from the hotel past tennis courts down to a nicely developed area just above the beach with seating areas, chairs and chaise lounges. It allowed us to enjoy the experience of being at the beach without actually setting up shop on the sand. Food at the hotel is good but included what we felt were limited offerings and targeted a high-end consumer. The hotel staff was warm and helpful, always going out of their way to greet us and provide help where needed. We made use of the friendly concierge team who booked a few excursions for us and helped us cater the trip around what turned out to be several excellent choices. I took advantage of the spa on the premises which had everything under the sun and enjoyed a Lomilomi massage. The Banyan Tree restaurant is very nice and the wait staff tended to our every need. The grounds of this hotel cover a great deal of beautiful land in a wonderfully secluded spot, and no landscaping detail is overlooked. If you've never been to Maui, put the Ritz Carlton Kapalua on your bucket list!

  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Chicago
Senior Contributor
27 reviews 27 reviews
6 hotel reviews
Reviews in 18 cities Reviews in 18 cities
26 helpful votes 26 helpful votes
4 of 5 stars Reviewed November 15, 2012

We stayed at the Ritz for a total of five days in the early part of November 2012. The property itself is impressive: +50 acres with a sizable beach, good sized pools and located out of the hustle and bustle of locales closer to Lahaina and Kaanapali beach. Traveling with two children, ages 6 and 9, we were able to upgrade to a residential suite for $100/night, which was an excellent choice because it gave us lots of space and more dining flexibility. Overall the property is in very good condition and quite clean, with the exception of the carpets in the hallways (surprisingly worn and stained). Beds are comfortable, service (from check-in, concierge, poolside service and housekeeping) was impeccable and we felt we got a good value for the money. Spa services, while not inexpensive, are well worth the experience, including access to a beautiful and well-maintained facility.

On the downside, the property does get its fair share of heavy winds. They are not an issue during the day (when the sun is out and temps are in the mid-to-high eighties) but anyone thinking they'd get lots of night swims in might be in for a good chill (despite the heated pools). The only other issue we had is that both of the main restaurants for the property were closed for the duration of the stay, which complicated some of our dining options. It would have been nice if Ritz had notified us of the closures prior to our stay so we could have made other plans in advance, but I also suspect it's why we got such a low rate for our room at that time.

Having stayed in other parts of Maui, we enjoyed this more remote location and the amenities provided. The beach is great, the pools are nice and there's plenty of hiking, tennis and golf to keep most people busy. We'd recommend it for anyone seeking a pampered experience and who doesn't mind lots of walking. Given the size of the property and that it's located on a hill, anyone with limited accessibility or poor physical health may have difficulty enjoying all this hotel has to offer.

Room Tip: If you're traveling with a family and residential suites are available - upgrade! Excellent valu...
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  • Stayed November 2012, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Liverpool, New York
Senior Contributor
33 reviews 33 reviews
3 hotel reviews
Reviews in 15 cities Reviews in 15 cities
12 helpful votes 12 helpful votes
3 of 5 stars Reviewed November 15, 2012

This is a lovely hotel but not to the standards expected from a Ritz-Carlton. Employees are all very friendly and mostly helpful. They are definitely on island speed....nothing happens quickly. Hotel was renovated 6 years ago but feels very dated; clean but dated. If you want to go from your room to the pool to the ocean and back-and-forth quickly/easily, this is not the resort for you. Ocean is a bit of a walk. Lots of waves....which we enjoyed but may not be for everyone. Go a little further south and the water is flat! Beautiful ocean walkway that you should do at least once during your visit if not once a day! Bring a towel and stop at one of the three beaches on the walk. The furthest one is the most protected and flatest water. Wear good walking shoes/sneakers....not intended for flip flops! Jean-Michel Cousteau's Ambassadors of the Island is a real gem and not to be missed! They offer many programs throughout the week. We enjoyed to tour of the hotel gardens from April and Fred....you get a real appreciation for the food you are eating when you see where it has been grown! And don't miss the outrigger canoeing/snorkeling trip. The best!! There are three pools to enjoy including a pool just for adults and a small water activities pool for the kids. Just a little odd that the pool for children is closest to the bar! Disappointed that the beach restaurant was closed; we expected to have a few lunches while enjoying the ocean views. Check before you go to see what will be open so you are not disappointed, too. We paid a lot of money to not be able to enjoy an oceanside meal. There's a general store just off the parking lot where you can purchase meals (great option for breakfast....rather than the $32 buffet at the hotel), stock up on supplies for your room (soda, snacks, sundries) and souvenirs. You can take the hotel shuttle to the Pineapple Grill or Merriman's for fabulous meals!! And a trip to this hotel would not be complete without a visit....a very long visit....to the spa! If you are planning to rent a car, be sure to have it reserved before you get there. If you think you might want a car for just a day or two, the concierge will help you, but ask as soon as you arrive! If the cruise ships are docked, there may not be any cars available for you!!

  • Stayed November 2012, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Senior Reviewer
8 reviews 8 reviews
Reviews in 5 cities Reviews in 5 cities
5 of 5 stars Reviewed November 14, 2012

This hotel is amazing! The most professional yet pleasant staff I have encountered. The suites are great. They are two old rooms redesigned to make a bedroom with a living kitchenette area. Two lanais! We actually booked a regular room, but on check in, they asked if we wanted to upgrade for an extra $100 per night. We bartered down to $50 extra per night - probably because we are rewards members. Also, we are in low season in the middle of November. Expensive bar and food here but Kapalua is expensive anywhere you eat! Free shuttle all over the resort. I really have no complaints! Even with the dishwasher in our unit breaking down twice...they fixed it fast both times. Our deal included the buffet breakfast every morning... $30 each otherwise!! Fabulous perk! We will be back!

Room Tip: Try to stay away from the pool view rooms...I think they call these 'garden view' on the web...
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  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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New York, NY
Top Contributor
67 reviews 67 reviews
47 hotel reviews
Reviews in 46 cities Reviews in 46 cities
48 helpful votes 48 helpful votes
5 of 5 stars Reviewed November 13, 2012

We enjoyed our 5 nights at the Ritz and will return one day. The coastal trail walk is a real treat. I walked it daily. Amazing views and you pass by 3 beaches which are all a little different. The one farthest had the calmest waters and rental boards, chairs etc. We loved the large grounds of the hotel and exploring was fun. It felt very lush. There is much more to Kapalua than the Ritz so don't be concerned you'll just be stuck in a hotel.

Room: Our room was upgraded and was amazing with ocean views. I loved the hard wood floors. Such a great touch. Bed was heavenly. After the first night however, we could no longer leave our sliding glass door open because people were smoking on their lanais which is not allowed and I believe is even illegal in Hawaii. We came in one day and found our room stunk of smoke. The front desk said they'd ask them to stop smoking but throughout the next 3 days, we could barely use our lovely balcony. I complained again but this time the "at your service" employee who answered the phone was not interested in helping. That was the only downer - a pretty big one. They need to make people more aware that smoking is not allowed upfront.

Pool: was very pretty albeit a bit sterile and did not feel Hawaiian as others have said. Loungers were padded and the towels were plentiful. They also had tons of water everywhere to drink and free SPF 30 sunscreen at the towel hut if you ran out. Water in the pool was chilly.

Gym was large and had nice pool views. They even have Pilates reformer classes although I mostly stuck with outdoor workouts.

Food: The Banyan Tree was - wow - mouthwatering. Filet and Hapu fish were memorable meals. Better than BLT Prime and Lugers in my book (for you New Yorkers).
The Lobby restaurants were good too.
The Pineapple Grill (at the Bay Course) was fun and more casual if you sit outside.
Brunch at the Plantation Course was great as well with beautiful views. More reasonable prices.
The Honolua store was inexpensive and had great take-out breakfast and lunch plus groceries. The wine was well priced too.
Merriman's on the water (just on the edge of Kapalua) had an unbelievable sunset and cocktail specials. Don't miss it.

Golf: My husband played the Plantation Course twice and loved it although its hard, and we played the Bay together. I'd highly recommend the front 9 holes in the afternoon. Hole 9 at sunset is breathtaking.

The hotel is not far from Kaanapali so it was fun to go there and have lunch and walk the paved path along the beach. Its very busy there and I'm glad we went with a more peaceful retreat instead, but its a 15-20 minute drive so easy to explore as well.

Tip: We enjoyed sunset at Mt. Haleakala. I know everyone goes there for sunrise but we didn't want to wake up at 2 am and sunset was quite special as well. The road is windy and very dark on the way down though. If you are a really nervous passenger, you may not love it so much.

  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about The Ritz-Carlton, Kapalua

Address: 1 Ritz-Carlton Drive, Kapalua, Maui, HI 96761
Phone Number:
Location: United States > Hawaii > Maui > Kapalua
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 hotels in Kapalua
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — The Ritz-Carlton, Kapalua 5*
Official Description (provided by the hotel):
Nestled on 54 acres, The Ritz-Carlton, Kapalua showcases a stunning, fully-renovated destination resort offering 463 guestrooms, including 107 residential suites, warm wood floors, travertine bathrooms, flat-screen televisions and Hawaiian-inspired artwork. The Spa beckons with treatment rooms framed by private garden showers, volcanic stone grottos, heat therapies, and a fitness center with spectacular ocean views. Jean-Michel Cousteau's Ambassadors of the Environment offers all levels activities from land to sea. Also featured are six restaurants, indoor/outdoor meeting space, an inviting children's pool and luxury cabanas. It is enveloped by picturesque Kapalua Resort’s two championship golf courses, dining and a century-old pineapple plantation. ... more   less 
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Also Known As:
Ritz-Carlton, Kapalua Hotel Kapalua
Ritz Carlton Maui
Ritz-Carlton Lahaina
Ritz Lahaina
Lahaina Ritz-Carlton
The Ritz-Carlton, Kapalua Maui

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