We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The Ritz-Carlton, Kapalua
If you like this hotel, you might also be interested in
The Kapalua Villas, Maui(Kapalua)(Great Value!)
US$235
Expedia.com
View Deal
Certificate of Excellence
  • Free Wifi
  • Free Parking
US$955
Expedia.com
View Deal
Certificate of Excellence
  • Pool
  • Beachfront
The Mauian Hotel on Napili Beach(Lahaina)(Great Value!)
US$299
US$219
Booking.com
View Deal
Certificate of Excellence
  • Free Wifi
  • Free Parking
US$305
Booking.com
View Deal
Certificate of Excellence
  • Free Wifi
  • Free Parking
Aston at Papakea Resort(Lahaina)(Great Value!)
US$261
US$255
Orbitz.com
View Deal
  • Free Wifi
  • Free Parking
US$305
Hotels.com
View Deal
Certificate of Excellence
  • Pool
  • Beachfront
US$359
Hotels.com
View Deal
Certificate of Excellence
  • Free Wifi
  • Pool
US$361
Hotelpower.com
View Deal
Certificate of Excellence
  • Free Wifi
  • Free Parking
US$486
US$291
Booking.com
View Deal
Certificate of Excellence
  • Pool
  • Beachfront
US$379
Expedia.com
View Deal
  • Free Wifi
  • Pool
Reviews (3,651)
Filter reviews
3,651 results
Traveller rating
2,381
701
327
150
92
Traveller type
Time of year
LanguageAll languages
More languages
2,381
701
327
150
92
Show reviews that mention
All reviewsthe banyan treeclub levelresidential suiteburger shackhonolua storesushi restaurantterrace restaurantour honeymoonkapalua areadt fleming beachfour seasonspineapple grillcoastal trailplantation housegeneral storelobby barbeautiful property
FilterAll languages
Updating list...
13 - 18 of 3,651 reviews
Reviewed 3 weeks ago

As many people have said before, this isn't a true ritz. The staff were ok but not what you expect from a ritz property. The woman at the valet in particular was always so cranky.
The property itself is ok. The beach is far away and very rough. The pool area needs work, the lining of the pool is lifting and broken tiles line the edges. Also, the "adult" pool is not an adult pool, kids are in there jumping and splashing, and the staff don't care at all. The restaurants on the property need help, they are overpriced and mediocre. It's fine to charge a premium but then you need to deliver premium food.
The weather on this part of the island is a dismal, ten minutes down the road is beautiful and sunny and kapalua will be cold and overcast. Not the hotels fault, they can't change the weather, but if you are spending the type of money the ritz wants to charge then stay at a different hotel.

  • Stayed: March 2018, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
4  Thank Sarah H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
The Ritz Carlto... K, Manager at The Ritz-Carlton, Kapalua, responded to this reviewResponded 3 weeks ago

Aloha Sarah H and mahalo for taking the time to share your feedback. We are disappointed that your stay was anything less than exceptional and I’m concerned to hear such uncharacteristic feedback as it relates to the service provided by our Ladies and Gentlemen. We take pride in our impeccable service and attention to detail, and regret that your expectations were not exceeded. I will be sure to address your concerns regarding the pool condition with our maintenance team as well. Thank you again for sharing your feedback. We hope you will allow us another opportunity to regain your confidence and demonstrate the genuine service for which we are known.

Warmest Aloha,
Kevin Peterson
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

This review is for Michael Kass the GM. From the moment we arrived we have had issues with this so called 5 star hotel. We come to Hawaii a couple times a year and have stayed at luxury hotels throughout the Islands over the past 15 years. I bought my entire family of 7 a trip for Christmas last year and decided to try out the Ritz Carlton Kapalua since we love the Ritz in Half Moon Bay CA and we love Kapalua we figured it would be a nice luxury week for all of us. It has been the worst trip to Hawaii we have ever taken. The attitude of the staff from the moment we checked has been ridiculous and the inconvenience of the hotel as well. We booked 3 rooms and were put on two opposites of the resort. They did correct it when we really complained but it was not easy. We were given room keys that didn't work upon checking which was another inconvenience. We ate at the Terrace and the hostess was so rude we had to talk to a manager who apologized and told us she was on probation and he would discipline her. I tried to get Oatmeal and coffee for breakfast the first morning as we were up early as we had a very early tee time and we were told we couldn't have it until 5:00AM I thought this was 24 hour room service? We were also told the only coffee they could provide was an americano and that they had no decaf regular coffee. We also tried the coffee shop in the lobby and got the same thing. We were able to convince the bartender to brew us some after some time convincing him. We found a cockroach in the hall by our room and attached the photo. There has been a ton of noise above us all night long and we have had to call the front desk a couple nights because we can't sleep! The pool was another issue as we got into a huge confrontation with a guest who took our lounge chairs and asked for a manager to come over to help us and nobody ever came. The spa was very expensive and has a mandatory 20% service fee even though the person checking us out couldn't even figure out how to do their job so we spent about 30 min with her getting trained how to do her job. It just seems that nobody cares about the guests at this hotel there is no customer service here and we would not recommend this hotel to anyone coming to Maui as it is very expensive which I don't mind if I actually get what I'm paying for but this place has made me and my family feel ripped off. There is no food nearby for breakfast only the breakfast buffet or room service, there is nowhere to eat dinner except the Banyan Tree which is a very upscale it's just been super inconvenient for us here. I was told there was a skin care convention for Rodan and Fields going on and that was the reason for the poor service I think that is a lame excuse but a the end they gave us a dinner an the Banyan Tree only because Jesse by the pool felt sorry for us. Travis at the pool also felt bad and accommodated is today the best he could.

Stayed: March 2018, travelled with family
6  Thank Everett S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
The Ritz Carlto... K, General Manager at The Ritz-Carlton, Kapalua, responded to this reviewResponded 3 weeks ago

Aloha Everett S,

I would like to take this opportunity to offer my sincere apologies for your disappointing experience on your recent visit to our resort. We pride ourselves on legendary service in all areas of the hotel, and I am very sorry these expectations were not exceeded during your stay with us. This certainly is not typical of our Ladies and Gentlemen and I will bring your concerns to the attention of the department heads so that we can ensure that these were isolated incidents. Mahalo for taking the time to share your feedback with us. We hope to have the opportunity to welcome you back to Kapalua in the future so that we may have another opportunity to show you the world-class service for which we are known.

Warmest Aloha,
Mike Kass
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

From the moment we checked in (complete with fresh squeezed juice and a shell lei), this was a special experience. Parts of the grounds are sacred Hawaiian land, and they truly feel quiet and magical. The whole property is beautiful, and the staff are unfailingly gracious and helpful. Our room was large, quiet, and full of amenities including a fridge, Nespresso, and large closet. We had a beautiful ocean and pool view room. We watched whales breaching off the DT Fleming Beach on property. This was a wonderful end to our Maui vacation, and so hard to leave - we will definitely return.

Room Tip: Join Marriott or Starwood Rewards and use points!
  • Stayed: February 2018, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
2  Thank GoBlue_traveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

Try to get a room with an ocean view, worth the price. Also has a great concierge lounge if you get a room on that level. Service is very much “RItz like”, rooms just remodeled. Pools a really good, separate kids from adults, nice touch!

Stayed: March 2018, travelled as a couple
2  Thank fjmccarl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 weeks ago

We had a wonderful time at The Ritz-Carlton, Kapalua. The grounds are beautiful and the rooms are comfortable and clean. The beds were so comfortable and luxurious.
The concierge, valets, pool staff were all excellent and so service oriented! It's obvious why this is a 5 star hotel. Miko at the pool was very helpful. We enjoyed a cabana pool side our last day and it was great since it rained the entire day we stayed dry while our daughter played at the pool.

The only drawback during our stay was that there are not many food options after 5pm for a casual meal except for room service. The beach access at this hotel is a bit of a walk and a rough beach meant mainly for boogie boarding and surfing or playing in the sand. I don't think you would swim or snorkel here especially not with young kids or people that aren't strong swimmers. However, it's a quick walk to a calmer beach and a short drive to a great snorkel beach. The Ritz also has a shuttle service.

I would certainly stay here again!

  • Stayed: March 2018, travelled with family
    • Value
    • Cleanliness
    • Service
1  Thank huskerlayd
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
View more reviews