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Beautiful property, underwhelming service Montage Kapalua Bay is undeniably beautiful. The location is breathtaking, the rooms are spacious and luxurious, and the beach and pool areas are world-class. On aesthetics and facilities alone, it checks every box for a five-star resort. But where it truly falls short — and quite noticeably — is in the level of service. When you choose Montage, especially at this price point, you expect the caliber of hospitality you’d find at a Four Seasons. Unfortunately, that expectation was not met. Throughout our stay, we experienced several service missteps that left us feeling like just another room number rather than valued guests. One recurring issue was that the service felt transactional — as though staff were primarily motivated by tips, rather than a genuine desire to create a memorable guest experience. True five-star hospitality begins with consistent, proactive care; tips should follow naturally, not be the driver of attentiveness. This reflects a deeper problem: a lack of unified service culture. Leadership needs to establish and enforce high standards across the board — not leave it to a few individuals to carry the weight. A few specific examples: • Poolside Service: One afternoon around 5 PM, I asked for a towel for a lounge chair. The staff member told me they were completely out. Moments later, I spotted a large stack of towels nearby and had to help myself. There was no follow-up or attempt to assist — which felt dismissive. • Valet Service: The valet experience was inconsistent. Some team members were warm, courteous, and helpful with luggage. Others simply retrieved the car without any greeting or assistance. In a luxury setting, that lack of consistency is jarring. • Room Service & Phone Response: One evening, we attempted to order room service — and tried calling multiple times over 90 minutes with no answer. Eventually, we contacted the valet and asked them to reach a manager. Only then did we receive a callback. Whether this was a staffing or technical issue, it’s something that must be urgently addressed at a property aspiring to five-star status. One bright spot during our stay was at the Cane & Canoe lounge. On Friday, June 27, we were served by someone who truly embodied the spirit of hospitality — warm, attentive, and sincere. He didn’t feel like someone working for a tip — he felt like someone who genuinely cared about giving guests a great experience. If his approach could be reflected across the staff, this resort would truly be world-class. In summary: If you’re coming for the views, the accommodations, and the resort grounds alone — you’ll be very impressed. But if you value consistent, high-level service as part of your luxury stay, you may be left disappointed. In our experience, alternatives like the Four Seasons, Ritz-Carlton Maui, or Fairmont Orchid on the Big Island have delivered stronger, more reliable service. Montage Kapalua Bay has the potential to be something

The staff’s hands are tied… The GM is cutting corners. Stay away from this resort , my husband and I spoke to the GM Robert Friedl on our way out and after our conversation, we know exactly where the problem is HIM!! .Robert Friedl could care less about the fact that there are cockroaches in the residence and that the residences were not cleaned properly. In addition to that the food was terrible. The bed was super uncomfortable and all in all it was just nasty. The residences are beautiful, so that’s where you could easily get tricked but trust me the service is horrible and of course, as I said before that starts at the top. Avoid Avoid Avoid.. beware of the roaches!!! The facility overall is quite run down. It needs a good power washing. In my opinion the valet was good as always in most places that’s the case. But you’re not paying for the valet you’re paying for the day-to-day service from staff that are competent and that care and I didn’t find that at the Montage and I truly believe that is tied to management cutting corners. Furthermore, I don’t think they wanted us there because we were staying with the hopes of purchasing a residence and the GM Robert and as well as his Director of Rooms Richard genuinely let us Walk out the door without so much as a fight so this place HORRIBLE……stay away stay away.