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Trip Report: Ritz Carlton Kapalua

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Trip Report: Ritz Carlton Kapalua

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Old Sep 27th, 2006, 10:48 AM
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Trip Report: Ritz Carlton Kapalua

My wife and I took my 91-year-old mother to Maui for her first trip to Hawaii. We chose the Ritz to "pamper" her, and to be out of the congestion of Kaanapaali and south.

I looked at a lot of guidebooks and found the best for our purposes to be "Maui Revealed." We used their Big Island book last year, and found it to be excellent.

I'd read some comments about various disappointments with the Ritz, and comparisons to the Four Seasons, which we visited, but didn't really experience. I'll comment on my observation of the latter below.

As it's isolated from other resorts, the Ritz environment is spacious and beautiful. The other resort areas have little space between the individual properties, so one is generally limited to the buildings, pool area, and beach access. For those who like to walk and explore the natural environment, the Ritz is superb.

The weather is certainly more temperate than the more southern resort areas on Maui. Yes, it's windy, but it's warm, and we found the breeze to be delightful. My wife and mother are both fair-skinned and didn't want to bake in the sun, so we found the Ritz to be a good choice. There were, however, a couple days when the wind was too strong to be comfortably at poolside.

We visited the beaches at and near the Ritz, and they're decidedly not good swimming beaches. We snorkel, and found the snorkeling to be quite good at Honoloa
Bay close by. (If snorkeling is your thing, the Big Island is a far better choice. We stayed at Waikaloa Village, and snorkeled with manta and eagle rays, and a lot more)

We had booked a two-room/two bath "oceanview" suite. It was spacious, and a good choice, given the separate room and bath for my mother. Our suite overlooked the golf course (but the "ocean view" was limited), and, the first morning, we were awakened at 5:30 by lawnmowers grooming the course. After my complaint, the manager moved us to an "ocean front" suite away from the golf course, and added a couple other touches that showed a lot of customer care. Above all else, we were extremely impressed with the level of TLC shown to the three of us.
As the hotel doesn't own the golf course (and has limited influence over its policies), my advice, if you choose this property, is to request a room away from the golf course.

The view from our new suite was spectacular, and much of our time was spent relaxing on the lanai.

The Ritz is laid out in a "U" shaped configuration, and, with our new suite at the end of one of the wings, we found the hallway on our floor to be ice cold. Aside from the distance from the lobby, that was really our only complaint about the accommodations.

We ate at all of the restaurants on the property, and, although we paid resort prices for all of our meals, we found the food and service to be excellent. As one example, my wife and I wanted to try Kai, the new sushi restaurant in the hotel, but my mother had no interest in sushi. The manager told her she could literally have anything she wanted, and, when she told him "scrambled eggs," he had one of the other restaurants make them up for her. Our only disappointment was that Sansei, our favorite restaurant, was closed to move it to another location, and we had to drive to its other location in Kihei.

The 3 of us had massages in the spa. I'd never been to a resort spa, so I have nothing to compare to this one, but the facility itself was beautiful and relaxing. I've had a lot of bodywork over the years, so I can comment on the quality of the massage. It wasn't worth $150...but, again, it's resort prices for everything.

We liked the pool of the Ritz Carlton. There's a lot of room for lap swimmers and it's spacious.

Based on an admittedly limited observation, I was not impressed with the Four Seasons. Like other resorts in the area, it's among a row of wall-to-wall resorts, with little separation from one another. After the Ritz, the three of us felt claustrophobic there. We also found the atmosphere to be pretty cold.

My only other observation was of the pool. I think there was another pool nearby which may have been more "swimmable," however, the main pool is an odd design, with a fountain in the middle and not a lot of room to move around. The pool area was very crowded.

We are generally not golfers, nor are we resort people (much more attuned to a cabin on Hana Bay), so take the above-mentioned with a grain of salt. I know the reputation of the Four Seasons, and I'm sure those who like the elegance that it offers (as well as the critics) put it at the top of their list.

If I visit Maui with a resort in mind, I'd choose the Ritz Carlton again.


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Old Sep 27th, 2006, 11:06 AM
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TahitiTams
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Great trip report Kimnjerry!
I had to respond from prior experience at the Ritz in Kapalua on the "cold spots" that were everywhere from the pool to the hallways and other areas around the property that were ice cold but a foot or two away it was warm and I asked one of the Hawaiians that sell stuff right on the property about this and he stated to me that the property is cursed and built on sacred burial grounds and the workers ask for blessings to enter and he stated that the Ritz has never made a profit even though it is always full..
The cold spots are overwhelming..
I have had alot of things I cannot explain everytime I go to the Hawaiian Islands and when you wrote about the ice cold hallway I had to respond..
Sounds like you had a wonderful time and Sansei is moving from its Kapalua location?
I love their Sushi and hope they will stay close by!
 
Old Sep 27th, 2006, 11:12 AM
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sistahlou
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Thanks for the report. Sounds like Mom had a grand time!
 
Old Sep 27th, 2006, 08:01 PM
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Sansei has moved from the shops in Kapalua (where, I understand, another hotel is being demolished) to a location closer to the Ritz Carlton.

Re the construction on the Hawaiian burial site: unless I'm mistaken, the actual sacred site was just below our window, and is separated from the hotel by a well-groomed hedge. My understanding is that the hotel was to be built closer to the water; however, the Hawaiians were more than upset that this would encroach on the sacred site, hence its current location.

Another recommendation. The Ritz doesn't supply coffee makers, so our first stop was at WalMart where we bought a perfectly decent one for $15, along with cups and utensils. Then we bought our coffee at Maui Coffee Roasters. In addition, as the suites all have small refrigerators, we stocked up on breakfast items at Safeway in Lahaina, and, on Wednesday, at the farmer's market near Napili.

The only other disappointment was the "sunset dinner cruise" with the Pacific Whale Foundation (although I heartily support their snorkel trip and mission). At $80 a pop, I expected food that was better, and an actual cruise, rather than a meandering offshore until the sun set.

Yes, Mom did have a great time. After 30 years of not being in the water, we had her swimming in the pool. That was worth the trip.
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Old Sep 28th, 2006, 02:10 PM
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We just has a really weird visist at the Ritz. We felt like we were in a very bad episode of the Twilight Zone.

We have stayed at the Ritz about 8-9 times. We have always been recognized as repeat guests. They could never do enough for us. We were even buying the Ritz's mascot cat presents when we stayed there. We just arrived home from the islands and I have to say that while we were there in an Ocean Front Suite we kept saying that something felt creepy.

We arrived early and didn't expect to get into our room right away. The front desk never even recognized us as repeat guests. They have always welcomed us back in the past. We asked where we could get changed for the pool. They told us to go to the spa so we would have a locker for my purse, etc. We got to the spa and the woman at the desk told us to use the public restroom to change. When we went in there we told her we couldn't check in yet. We weren't to pleased at that.

When we checked in the woman at the front desk said she would put a rush on having our room done. Well, five and half hours later we finally got to our room. Our luggage was the last one out by the bell station. I'd say that fifteen other families were checked in before we were. As repeat guests that they usalyy treat like vip's we were beginning to feel invisible. When I went to the front desk to see how much longer before we were checked in, the woman said at least three times that they had a "lovely Ocean View" Suite for us as if it was a huge upgrade. I looked at her and said "yes, that's exactly what we booked". This was the first time in all the times we had stayed there that we had never gotten an upgrade when they had availability. The place was probably at 40% capacity.

They took us to our room and even though they know our preferences they put us in the worst room in the category. It was in the back of the hotel overlooking some woods. You could see a bit of the ocean if you turned to your left while on the lanai. We are now flabbergated that they would stick us in this room. We expected to see Rod Serling walk in the door and tell us that we were in another dimension. I told the bellman not to unload the luggage because we were not staying in that room. Finally he found us an Ocean Front Suite.

We unpacked and tried to settle in. We felt very uneasy. My husband went to smoke a cigar on the lanai, but the wind was so bad it was blowing the furniture all askew. So much for that. The last time we were there there was a knock on the door at least five times with someone delivering an amenity. Well, the hours went by and we didn't have any knocks on the door. By now we are feeling very insulted. We has also asked housekeeping for turndown at 6:30 PM. They never showed up. We ordered room service for dinner and then went to bed.

Before we went to bed we discussed how different we were being treated from our last stay and how uneasy we felt. This sounds silly, but we almost felt as if someone was watching us. In all our other stays we never felt like this.

We woke up the next morning, ordered breakfast and sent out a lot of dry cleaning. We decided to go to the pool. We were talking at the pool and decided that we were going to check out the next day. Why fly 5300 miles to be unhappy? We had lunch and I decided to e-mail the general manager about what had and had not transpired so far during our stay. The hotel manager left a message for us, but said he was leaving for the day. He said the guest relations manager would contact us. I spoke to her later in the early evening and told her what we felt. She was genuinely flabbergated. She asked what she could do for us. I told her absolutely nothing and that we would be checking out the next morning.

We ordered room service for dinner. When you order they always tell you that it will arrive in 30 minutes or less. Again, 45 minutes went by and we didn't have our meal yet. I called down and it seems that they FORGOT about us! I called the guest relations manager again and asked her what was going on. She was very apologetic and said she would check on it right away. We finally got our dinner over an hour after we ordered it.

Our dry cleaning had come back the night before. They hung it in the closet for us. The next morning I went to put on one of the silk blouses I had dry cleaned and found that whoever had done the dry cleaning had run huge blue ink spots all over it. I told my husband to check the rest of our cleaning. They actually ruined 7 pieces of our Tommy Bahama silk clothes. 4 pairs of my husbands shorts, 1 pair of my shorts and 2 of my silk tops. They all had this strange blue ink on them. I had the mamager come up to our room to look at it. He caled loss prevention and they took pictures so they could put in a claim for reimbursment to us. I have since talked to the hotel manager and he has reimbursed us.

I wrote to the general manager while we were at the Ritz and I have never heard from him. His assistant said that we should hear from soon. When is soon?

We will never step foot on that property again. Is this the way they treat their return guests? What happened to us seems too much to be coincidence. I asked if the place was haunted and they laughed at me. It still gives me the willies. We always called the Ritz our home away from home. We have talked with Javier Cano many times. We sent his assistant a beautiful arrangement of flowers for the upgrade last March. Guest relations has our preferences because they came to us and asked us.

What in heaven's name happened? We still don't have any answers and probably never will.
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Old Sep 28th, 2006, 02:43 PM
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Aloha Laurajean..
Wow..for a hotel of this caliber and you being such a regular at the hotel, it's really sad..
As far as someone is watching you, that is very common response from guests and visitors at the hotel..did you feel the extreme cold spots all along the property, like the pool and hallways and around the property?
For me, its probably one of the most active haunted areas I think I have ever experienced..
I wish you all the best!
 
Old Sep 28th, 2006, 03:54 PM
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fivestar: Sorry to hear about your stay at the Ritz....sounds awful and creepy? When you checked out, where did you end up going? Did you have a better stay where you ended up?
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Old Sep 28th, 2006, 05:01 PM
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Kimnjerry, great idea about the coffemaker. Heading to Vegas next week and I hated that Bellagio didn't have coffemakers available from housekeeping. Staying at the Wynn this time and I'd imagine it will be the same. I think I'll follow your lead!

fivestar: I really wish that you had the sence to write your own trip report rather than hijack a very wonderful report to air your complaints. It just wasn't very considerate to rain on kimnjerry's parade.
 
Old Sep 28th, 2006, 05:22 PM
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The only reason I posted on this thread was because someone had mentioned about it being haunted. I wanted to tell of my haunting experience in the same thread. I did not mean to hijack anyone else's trip report.
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Old Sep 28th, 2006, 05:33 PM
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Kimnjerry - glad to hear that you had a great time. I enjoyed reading about the comparisons between the two hotels.

fivestar - but you didn't talk only about your feeling that the place was haunted. You threw in your complaints about everything else, too.
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Old Sep 28th, 2006, 06:08 PM
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I think that fivestar after being a regular for 8-9 times at the pricey Ritz and to read Kimnjerry's wonderful trip report on their first outing with Mom and they had a wonderful time with upgrades and such would put me in a tizzy too..I don't think she meant any malice whatsoever..
I must tell you that once you experience the intense "cold spots" at the Ritz and you see someone else have a similar experience, you have to jump in and share..
sistalou..the Wynn does not have coffee makers and I would love to see the visual of you carrying your coffee maker through with all the tight security there and the K-9 units..they might consider that a weapon..
 
Old Sep 28th, 2006, 06:30 PM
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kimnjerry- how awesome that you treated your mom!! my mom is only 62, but never travels anywhere and totally deserves to let us treat her to a special vacation... if only she'd LET us!

fivestar: how sad and horrendous. that's really almost worth a cry. i feel awful for you. i would feel the exact same way if it had been us. it's as if you had this great friendly relationship with this establishment then the relationship went totally sour without you ever learning why. i've had a friend actually do that to me, and those are just the sensations i got after reading your report.

i think fivestar was completely legit in posting her story here- afterall, it's a thread about this hotel!
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Old Sep 28th, 2006, 07:32 PM
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Kimnjerry,

Thanks for your report on the Ritz. How nice for your mom...and for you.

We have friends that go there every December/January and love it.

Fivestar should have posted her comments on a seperate thread. Her comments are buried here and serve only to suck the positive vibe out of this trip report.

-Bill

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Old Sep 28th, 2006, 07:59 PM
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Kimnjerry, thank you for a good report. Very interesting and a nice trip with your Mom.

fivestar, you said yourself that you were early. What time was check-in? It always surprises me when people expect a hotel staff to treat them like family, expect upgrades and expect extra amenities. Those things are not guaranteed. If you want an oceanfront room, pay for it.
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Old Sep 29th, 2006, 03:29 AM
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As I said we arrived very early and did not expect to check in early. We were going to use the pool for the day. As a guest who has been there as many times as we have, we always hope for an upgrade when that's what has been done previously. If they were at capacity then we would understand, but they weren't nearly full. We always book a category that we will be happy with just in case, but we were put into the worst room in the category. They know the area we prefer.

We have had some wonderful stays there and we have had some so-so stays, but this one was very different and wierd. We have seen it windy up there, but never like it was on this stay. We have never noticed the cold spots, but we have noticed that as soon as we step off the property the there is no wind anymore.Look at the flags at the front of the resort. They are as calm as can be. Step out to the back of the resort and your hair will blow straight out.

I don't think my spirit could rest if someone built a resort over my bones either. I find it a bit hard to believe that there are no more bodies buried other than behind the hedged off area.
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Old Sep 29th, 2006, 06:50 AM
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Kimnjerry I really enjoyed your trip report. Your scrambled egg story made me smile. Your mother sounds like she has a great personality. I'm glad you all had a nice time.
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Old Sep 29th, 2006, 09:17 AM
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I too am a huge fan of the scrambled egg story!!! Too fun!
 
Old Sep 29th, 2006, 10:18 PM
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I like the chicken skin elements..ghosts, indeed. I absolutely don't doubt it. I also like the scrambled egg bit. That is too adorable!
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Old Sep 29th, 2006, 10:24 PM
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my mom, too, would totally order scrambled eggs!

every time i fly home and get to her place at 11 or midnight, she always welcomes me in the door by saying, "honey, are you hungry? can i make you some scrambled eggs?" (even though i never eat scrambled eggs

moms
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