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July 2024 by Andrew Barlow
I'm not a complainer, but I had to complain a lot during my stay here
The staff was very welcoming and polite when we arrived. The room was a bit disappointing. We were placed in a room that would not go below 75 degrees with the AC on. We eventually complained and moved rooms. Next, the Pack-n-play we requested weeks in advance was not in the room. Several times I asked for it and I was brought a crib which is too big for our 3 month old. Finally, 4 hours after we arrived we got our pack n play and we're able to put our crying son to sleep.
The rooms do not have black out curtains, just wooden slats that don't move. It's very hard to sleep after 6am when the sun starts to come up.
At the pool we bought a cabana for $150 for the day. The cabana ended up being small and did not keep us out of the sun. When we asked for an additional umbrella we were told they will not bring us one, so we could only use the cabana for a few hours until we had to leave before getting burnt.
Maintenance was also an issue. The bathroom and shower were slightly dirty, the shower head was calcified and not working correctly, and some of the bathroom lights didn't turn on.
Overall it's not was we expected for a luxury hotel. Coming from Maui we're always looking for a good spot for a weekend getaway. Next time, We will be looking elsewhere.
Rooms: No black out curtains. Hot
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July 2024 by T Anne
After reading some of these good reviews I had to check and make sure I looked up the same hotel.. THE only thing keeping THIS Fairmont above water is the island itself! The grounds are pretty but that’s where it ends. DO NOT go and expect a Fairmont experience it is VERY clear that The orchid staff don’t care, hate their jobs and are NOT held to the very standard that I have experienced at any other Fairmont in the past.
For start the rooms are dusty and not maintained the pool staff seems unhappy and angry everything you ask of them is a chore (The word RUDE is an understatement) Not sure who is training the housekeeping staff but the cleanliness is off putting. The front desk staff have zero communication and put us in multiple dirty rooms when we checked in. Only people doing their job is the wedding coordinators/planners and bell service. I can speak for myself and the also 30-40 other guests that stayed and had their own negative experiences while attending our family wedding when I say this hotel needs a facelift
(One bartender told a guest during the reception *a recovering alcoholic that he doesn’t deserve his good looking wife while ordering a coke instead of alcohol..) not kidding. Then he went on to call anyone going up for a second round an alcoholic. Even putting alcohol in drinks when people asked for none.. This vacation experience has made me loose trust in everything that I thought the Fairmont stood for and makes me second guess ever staying at a Fairmont again. Go to Maui
Rooms: Unkept dirty and 3 star at best
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July 2024 by J0SH?
Last Friday July 5, 2024 we arrived at the resort and we were welcomed by the staff who put Lei on us. First impression the facility is well maintained and decent. We got our room 1236 is our room number. My youngest son used the bathroom but noticed a smell that won't go away. And whenever you flush the toilet there's this stench and the water won't totally go down unless you hold the lever of the toilet. I also noticed that the room wasn't cleaned very well because I saw dust on the tables and the night stand. My son also noticed an unpleasant smell on the sheets. That same night, something happened to my son. He suffered an anaphylaxis due to something he ate maybe nuts or could be an insect bite that got inside our room. I called front desk and spoke with Jasmine she stated that she was the manager that night. I asked for benadryl or maybe a place to get medicine that is nearby. She spoke to me very fast and very eager that she can't provide me anything to help with my situation. I finally called medic and security arrived one guy named Ted came holding an emergency bag. He stood there while I'm telling him what went on. For some reason he just took pictures of the snack wrapper that my son may have eaten. I ask him if we should call 911 coz my son is not getting better and his whole face was swollen. Finally my wife called 911 and the paramedics came and decided to take my son to the nearest hospital. It's between life and death situation that my son experienced and I felt like the hotel staff particularly the manager didn't realized that it's very serious. Since my wife and I were both in the medical field we made a decision to call 911. We end up celebrating my wife's 50th bday in the emergency. I called the front desk again and spoke to Jasmine to vent out my frustrations. My son has autism spectrum and the whole scenario could had been tragic if not immediately address. I don't care about my wife not celebrating her birthday in a lavish way. My wife and I were very thankful to God that he didn't abandoned us during this whole ordeal. I hope that the staff of the hotel would be more compassionate and mindful with their guests especially in a situation like ours.
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July 2024 by Robert Chenier
Beautiful location. Wonderful grounds. Would have been a 5 star review except interaction with the Concierge. The male who recommended the Lu’au and suggested we get in the line early to get a better seat was uninformed. We were second in line (45 mins early) but were seated at the second to last table. It was located next to the bar and the movement of people back and forth to get drinks was annoying. When we asked to move we were told we had to pay $35-40 each. Why get there early when you get food last and sit in the back corner. In addition, food was terrible. Very little roasted pig left when we got called and everything else was dry and fruit was gone as well. When we stopped by at the Concierge the next day to provide feedback of our experience, the woman was rude and combative. She didn’t want to hear our opinion and said no one has ever had issues with the Lu’au. I was hoping to have a marriage renewal ceremony on your property with my family, but we are going to look elsewhere, and I’m going to share this experience with Costco travel.
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July 2024 by christine bickel
So beautiful, great kids beach, showers and beach Shack rentals. Restaurants near by.
Nearby activities: Groceries and shopping near by. Golf as well.
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July 2024 by Jeremy C
Wow, truly an amazing experience for our honeymoon. Excellent location, the water was crystal clear and we saw plenty of sea life within the bay. The resort has plenty of activities available for rent that you can bundle such as snorkeling, kayaking, and paddle board. This location was extremely quiet and did not feel crowded. My wife and I were continuously blown away by the level of service at this resort. The employees were very responsive and took purposeful interest in our well being. We had an issue with our AC unit and the individual cleaning our room showed the utmost concern (note- the maintenance team fixed the AC within 30 mins of being notified). The cleaning crew was also very meticulous in cleaning our room each day. I would recommend finding a package that includes breakfast, this was a great start to our day (and Nanea was an awesome server, so friendly!). I wholeheartedly recommend this facility to anyone looking for a top tier resort, they truly made this an awesome honeymoon experience!
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July 2024 by Rita Van Ness
This was our second year in a row staying at this resort for a week and we absolutely love it!!! ❤️ It is top-notch service with breathtaking views! Everything is just perfect! Stayed June 10th through June 17th
Rooms: Good spacious rooms with large bathroom that have a separate tub and shower and private toilet room. Clean and comfortable. Balcony with a table and chairs and a lounge chair.
Nearby activities: Many beach activities that include canoeing, snorkeling, swimming, paddleboard, fishing and just lounging and laying out. There are tennis courts, volleyball and golf, and a gym. Wonderful pool that includes an adult section and plenty of places to eat on the property. You can learn how to hula dance, and do a few arts and crafts as well.
Safety: Feels very secure on the property.
Food & drinks: Several places to eat on the property. Food is a bit pricey but very good. Great room service as well.
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July 2024 by CSimon
My family and I enjoyed our time spent at the Fairmont Orchid on Big Island, HI for a family vacation during mid-June 2024, with the exceptional guest care we received day one from Barbie and the hotel service team. The views were absolutely stunning! The breakfast variety was phenomenal and the staff were always so pleasant each morning. In fact, I do not feel there was anything lacking in the quality of care we received during our entire stay and Barbie helped ensure this. Thank you to Barbie and the entire Fairmont Orchid staff for their kindness and care in helping make this family vacation unforgettable. Mahalo and hope we are back again one day!
Rooms: The rooms had beautiful views and were very clean.
Safety: Never doubted my safety here.
Food & drinks: I was pleased with the food and drink choices.
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July 2024 by Colleen Allert
My husband and I had great service down at the brunch in the morning Deborah Princess and David at the front desk before we were seated or awesome. They are definitely a great asset to your company very friendly very accommodating.
Rooms: The room was awesome. The view was awesome. The maid service was excellent was very accommodating.
Safety: I never felt unsafe.
Food & drinks: The food and drinks were awesome. We thoroughly enjoyed ourselves.
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July 2024 by Merve Oney
Amazing property. Water is crystal clear. Very hospitable staff. Service and food quality definitely meets the Fairmont standards. Looking forward to our next trip back.
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July 2024 by Thomas Novelli
**Solid Stay, Some Room for Improvement**
We recently completed an 8-night stay at the Fairmont Orchid on the Big Island of Hawai'i, and here are my observations. The property is ideally situated on the Kohala Coast of the Big Island. It is a sprawling, robust property with beautiful, well-maintained grounds. Each night we enjoyed radiant sunsets in an idyllic environment.
There are several restaurants on the property, and the quality of the food and service is generally good. Brown's Deli is suitable for a quick meal or breakfast but could benefit from additional menu options from time to time. For a filling breakfast, I recommend Orchid Court, which serves a delicious breakfast buffet for $50 per person ($25 for children). The Luana Lounge was a pleasant surprise in the evening with outstanding sushi. If you're looking for a stellar bao bun, try Binchotan (open Friday through Tuesday evenings, I believe). In-room dining is also a decent choice if you prefer to stay in.
There are plenty of activities for guests, ranging from onshore fishing to canoeing on the property's outrigger canoe. The Hawaiʻiloa Lūʻau is conveniently hosted on the property twice a week. While the food was nothing special, the experience is a must-do if you haven't experienced it before. The well-staffed activities office, located just off the lobby, has friendly staff who can help you organize and plan your Big Island adventures.
The rooms on the property are nice but probably overdue for a refresh. There is a definite lack of outlets for electronics, something I hope they improve if/when they remodel. The beds and linens were consistent with the excellent quality typical of Fairmont properties. The bathrooms are well-appointed with nice amenities. The shower water pressure and temperature are solid. I overheard some guests mention issues with their HVAC units; we didn't experience this, but there was enough chatter among guests to suggest it might be a common issue. Wifi was stable and reliable. A nice perk is the complimentary, high-quality water bottles provided to all guests, with water refresh stations located throughout the property. I definitely appreciated this.
As a Diamond Accor member, I am generally accustomed to excellent, consistent customer service, especially at their luxury properties, including and especially Fairmont properties. While the service was generally good to great when present, there were several inconsistencies during our stay. These were not major issues, but small service lapses that became notable as they accumulated throughout the trip. For example, the front desk said they would deliver complimentary workout sneakers but did not follow through. Other issues involved the bell staff. We transferred rooms twice (once for noise abatement due to construction and once because we extended the trip by a day at the last minute). We had two rooms and specifically communicated that luggage was to be delivered to separate rooms; that never happened. In another incident, our luggage was held at the bellstand with instructions to be delivered to our room when it was ready, but that never happened either. These small issues, while not major, added up and were not indicative of the consistent service levels I expect at Fairmont properties.
All in all, I would recommend this property if you are visiting the Big Island. It is a gorgeous property ideally situated on the island. The rooms are very comfortable but due for a refresh. I might be more particular about service than others, but there were noticeable lapses that prevented a five-star rating. Again, not major issues, but noticeable.
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July 2024 by Hayley Viljoen
The Fairmont Orchid is an absolutely beautiful hotel! My husband and I stayed at the hotel for 4 nights a couple of weeks ago. Beautiful decor throughout the hotel, a stunning pool and beach area, lovely restaurants and a fab deli (as well as a very handy area nearby called "The Shops" which has a few restaurants and a grocery store). We loved seeing the turtles in the bay! The staff were all very helpful - Maria at Reception in particular gave us a lovely warm welcome on arrival, and went out of her way to help us with various requests during our stay which made such a difference - we really appreciated her kindness. I would highly recommend this beautiful hotel, which my husband and I dream of visiting again someday!
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June 2024 by David
Beautiful resort. Golfing looks fantastic as well.
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June 2024 by Nolan Myers
The Hotel Lobby had the Wow view to the ocean and the rooms offered amazing views. Pool could have used some kind of slide for kids but was otherwise larger than we could have expected. This resort's landscape designer far exceeded the opulence of the architecture and honestly made the resort the exotic experience that it was. Absolutely Avatar-ish landscaped atmosphere.
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June 2024 by Dazma Williams
Great experiences every year. The renovations also look fantastic. I enjoy coming here twice a year!
