Montage Kapalua Bay

We had issues getting towels at the pool and the AC in our room didn’t work

I liked everything except the dining service. The staff was unfriendly and rude. They should not work there.- they kept us in the bar in excess of 15 minutes even after 4 tables had been open We had to walk over to tell them that tables had been open.

UNDER CONSTRUCTION - The hotel is under construction and the beach club area is out of service, and the fact that there is ongoing construction was not disclosed via the Montage website or via Fine Hotels & Resorts that we booked through (and still isn’t disclosed as of the date of this post). It's a big eyesore with construction tarping over the entirety of one building, visible from the rooms, pool and beach. We also heard from a local that this hotel is going to be under construction for more than a year as they are doing the reno one building at a time. We checked in for a 4 night stay after staying at The Ritz Carlton Kapalua next door. On our arrival day, we called the hotel to confirm when our room would be ready and to see if our Fine Hotels & Resorts upgrade (through AmEx) was available (we had booked an Ocean View 2 Bedroom Residence), and the front desk confirmed we had been upgraded to a Grand Residence 3 bedroom. When we arrived they pretended like the upgrade conversation never happened, and they took us to a room with a very limited view of the ocean that was directly above the bar, that primarily had a view of trees and the construction in Building 1 (this room should be sold as garden view). The manager on duty lied to my wife and said that nobody told her she was upgraded. They made us wait around for 2 hours with our kids hungry and tired, and we missed our dinner reservation, all for them to tell us there was nothing they could do to help. We have stayed at this hotel 6 times since 2017, and never experienced such bad service or disappointment in our room. We won’t make the mistake again. We had great service and professionalism at The Ritz Carlton next door, and you can enjoy the same restaurants and beaches. Do yourself a favor and just stay next door (or on another island) where they are professional and courteous, and don’t fail to disclose big things like renovations (which they are in need of, as the facilities are getting tired and the restaurant options not up to snuff for what they are charging for rooms. Photo of our "ocean view" for over $2k/nt is attached (tarped building to left).

Our stay at Montage Kapalua Bay was nothing short of spectacular, and we are already planning our return! From the moment we arrived, the service was impeccable, and every staff member we encountered went above and beyond to make our trip unforgettable. Special shoutouts to Jeremy in the bar and restaurant, who brought warmth and incredible energy to every interaction. His drink recommendations and attention to detail truly elevated our dining experience. Eric, the poolside server, was phenomenal—always friendly, attentive, and ensuring we were well taken care of. Stacy in guest services was a delight, providing seamless assistance with everything we needed. And Lisa? She makes the best coffee we’ve ever had! She turned every morning into the perfect start to our day. The valet and hotel drivers deserve major recognition as well. They were consistently friendly, polite, and prompt. Every time we called for the hotel car, it arrived with a smile, and we never had to wait. Housekeeping was equally outstanding—thorough, efficient, and always with a kind word. One standout moment was when Sally and the chef graciously accommodated our family of nine with a custom grill pack on incredibly short notice, even on a day when he was managing a large wedding. The food was phenomenal, and his flexibility and professionalism were greatly appreciated. The in-room dining team also exceeded expectations, though I regret not catching the name of the fantastic attendants who took such great care of us. The Cliff House experience was another highlight—breathtaking views, the perfect sunset, and sipping Veuve as we watched whales from the balcony was a memory we’ll treasure forever. While everything was world-class, I do have one suggestion: implementing a no-holding-chairs policy at the pool. It was frustrating to walk around with nowhere to sit while so many chairs were empty but “reserved.” At a luxury property like this, guests should always feel they have access to seating. Finally, though there was a miscommunication with our cabana rental on the first day, Montage more than made it right for us. Their exceptional customer service ensured we left with nothing but glowing memories. Thank you to the Montage Kapalua Bay team for an unforgettable vacation. You’ve set the bar high for luxury and hospitality!

We had a great stay at the Montage with 9 people - 4 adults and 5 kids ages 11-16. We booked our room directly through a villa owner and had a great bunk room for all the kids and 2 master suites. Having a laundry room and full kitchen in the villa was amazing! The property is lovely and the staff were amazing. We were there over Christmas break and had to reserve chairs at 7am everyday, but I think that is only for that week. The staff said they’ve never seen it that busy before. The pools are amazing - the kids had a blast. The staff there is very low-key and really give the kids free rein. The water is heated to 79 so not too hot and still refreshing when you jump in. And the pools don’t close so you can swim any time of day, which the kids loved. There are lots of waitstaff at the pool and we had plenty of drinks and lunch at the pool everyday. Kelsey and Anu were wonderful servers at the pool. The beach is about a 5-7 minute walk. Our kids who usually love to boogie board and snorkel and be in the ocean didn’t want to go to it. It’s very rocky and not sand once you get in the water. If you want a beach vacation this is not the place. Every night the adults went to the Hideaway for cocktails after dinner and loved the vibe there. It’s also a great spot for a casual dinner - we ate here one night and it was good. Jeremy the bartender took very good care of us - I don’t think I’ve ever seen another person work as hard as he did that week. We ate off-property every night except 1 night at Cane and Canoe and 1 night for room service. We did not have a good experience at Cane and Canoe for dinner, but the F&B Manager apologized and went out of his way to make it right. Our breakfast at Cane and Canoe was decent. Would highly-recommend Montage for a family vacation. I wouldn’t pick it for a couple’s trip/honeymoon since it’s more family-focused, but that may just because we were there during Christmas and there were 7 million kids. The staff, the pool, the views, and the villa accommodations make it a great family spot. Also, the amount of off-property dining within 10 minutes (car) is amazing. We will definitely be back.

The best luxury hotel experience we ever had. From the first class arrival to the amazing views and service, the Montage is a real 5 star experience. Our only regret was leaving and going to Wailea for the rest of our trip. Should have stayed the entire time at the Montage.