Fairmont Orchid - Hawaii 5 stars

Customer review rating 4.6/5 4,284 reviews
Fairmont Orchid - Hawaii
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Hotel extras

  • Tranquil lagoon with white sand beach

  • Oceanfront sunset dining at Brown's Beach House and Hale Kai

  • 10,000 square foot oceanfront pool

  • Hui Holokai beach club with ocean activities

  • Spa Without Walls featuring outdoor treatment spaces - waterfall hale and oceanfront cabanas

Services in the hotel and nearby

Check-in from 16h00

Check out up to 11h00

Paying

Services and practical information
  • WIFI/Internet Access
  • Parking
  • Accessible bathroom
  • Pets allowed
  • Childrens Club for 6 to 12 years
  • 100% non-smoking hotel
  • Air conditioned
Leisure and activities
  • Swimming pool
  • Fitness centre
  • Well-being
  • Childrens Club for 6 to 12 years
  • Golf (Nearby)
  • Tennis
  • Beach and water sports
  • Bicycles rental
Catering
  • 5 restaurant(s)
  • 2 bar(s)
Business services
  • 1 meeting room(s)
  • Congresses/conventions

Hotel location

Fairmont Orchid - Hawaii

1 North Kaniku Drive
Kohala Coast
96743
hawaii
united states

Tel: +18088852000

Fax: (+1)8088855778

Contact email

Check-in from 16h00

Check out up to 11h00

  • By plane

    HILO INTERNATIONAL AIRPORT At 112.65km / 70 miles

  • By plane

    KONA INTL AT KEAHOLE AIRPORT At 30.58km / 19 miles

GPS :19.951222, -155.859672

Our accommodations

The Fairmont Orchid resort offers 540 spacious guest rooms and luxury suites which echo the warmth and serenity of Hawaii Island and offer tropical garden, partial ocean or oceanfront views from a private lanai. Fairmont Gold is our exclusive lifestyle hotel experience, commanding the entire top (6th) floor of the North Tower. Make yourself at home in the Fairmont Gold lounge, where you can enjoy beautiful views and special privileges including deluxe breakfast,

Fairmont Garden View King NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Fairmont Garden View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Partial Ocean View King NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Partial Ocean View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Ocean View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Deluxe Ocean View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Oceanfront Room King NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Executive Suite Ocean View King NS

  • Max. number of persons: 4
  • Area: From 98
  • Wireless internet in your room

Fairmont Gold Ocean View Suite King NS

  • Max. number of persons: 4
  • Area: From 98
  • Wireless internet in your room

Ocean Front Suite King NS

  • Max. number of persons: 4
  • Area: From 137
  • Wireless internet in your room

Fairmont Garden View King Accessible

  • Max. number of persons: 2
  • Area: From 48
  • Wireless internet in your room

Fairmont Garden View 2 Queens Accessible

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Partial Ocean view 2 Queens Accessible

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Ocean View King NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Ocean View 2 Queens Accessible

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Deluxe Ocean View King NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Ocean Front Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Fairmont Gold Garden King NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Fairmont Gold Garden Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Fairmont Gold Ocean View King NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Fairmont Gold Ocean View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Fairmont Gold Ocean View 2 Queens Accessible

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Fairmont Gold Premium Ocean King

  • Max. number of persons: 2
  • Area: From 48
  • Wireless internet in your room

Fairmont Gold Premium Ocean Queen Queen

  • Max. number of persons: 4
  • Area: From 48
  • Wireless internet in your room

Fairmont Gold Premium ADA

  • Max. number of persons: 4
  • Area: From 51
  • Wireless internet in your room

Executive Suite Garden View King NS

  • Max. number of persons: 4
  • Area: From 98
  • Wireless internet in your room

Executive Suite Garden View King Accessible

  • Max. number of persons: 4
  • Area: From 98
  • Wireless internet in your room

Executive Suite Ocean View ADA

  • Max. number of persons: 4
  • Area: From 97
  • Wireless internet in your room

Executive Suite Ocean View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 98
  • Wireless internet in your room

Fairmont Gold Ocean View Suite Queen Queen NS

  • Max. number of persons: 4
  • Area: From 98
  • Wireless internet in your room

Fairmont Gold Suite ADA

  • Max. number of persons: 4
  • Area: From 97
  • Wireless internet in your room

Ocean Front Suite Queen Queen NS

  • Max. number of persons: 4
  • Area: From 137
  • Wireless internet in your room

Presidential Suite King NS

  • Max. number of persons: 4
  • Area: From 347
  • Wireless internet in your room

Gold Presidential Suite KG

  • Max. number of persons: 4
  • Area: From 299
  • Wireless internet in your room

Our restaurants and bars

BROWNS BEACH HOUSE

Type of cuisine: Regional

The AAA Four Diamond award-winning Brown's Beach House is the place for a quintessential island fine dining experience located just steps from shore. Innovative, Hawaii Island inspired cuisine is drawn from simple, local, fresh flavors.

Dinner

17:30 - 21:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

HALE KAI RESTAURANT

Type of cuisine: Regional

With the warmth of Aloha, welcome to Hale Kai Restaurant. Days are spent enjoying time with the sea, sun and friends. Located poolside, Hale Kai is the perfect venue for a most refreshing lunch, afternoon sunset or evening dinner.

Lunch

11:00 - 17:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

17:00 - 21:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

BROWN'S DELI

Type of cuisine: Cafe

Brown's Deli offers breakfast and lunch items delicatessen style with island flair to enjoy at outdoor tables or wander down to the beach.

Lunch

06:30 - 17:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

NORIO'S JAPANESE STEAKHOUSE

Type of cuisine: Japanese

Norio's Japanese Steakhouse & Sushi Bar features indoor and outdoor seating, a traditional sushi bar and a private dining area. In addition to traditional sushi favorites, the menu features dry aged meats, sustainable Hawaiian and Pacific Seafood.

Dinner

18:00 - 21:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

ORCHID COURT

Type of cuisine: Regional

Orchid Court serves the premiere breakfast on the island offering a sumptuous rotating buffet menu and a tempting selection of à la carte items perfect for the dawn patrol or late risers alike.

Lunch

06:30 - 22:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

LUANA LOUNGE

Photo non contractuelle / Strictly non binding

Luana Lounge features tropical libations and perfect sunsets complemented by Big Island artists' creations. The lounge features indoor-outdoor seating areas, as well as an inner bar and lanai overlooking the grounds and the blue Pacific.

KAHAKAI BAR OCEANFRONT

Photo non contractuelle / Strictly non binding

This beachside bar features a Polynesian-style thatched roof, refreshing trade winds and sweeping views of Mauna Kea and the blue Pacific. A variety of tropical libations and mouth-watering pupu (appetizers) are served.

Your meetings and events

Our meeting rooms

  • Number of meeting rooms: 1

  • Maximum size: 1,301

  • Maximum capacity: 1,178 people

Find out more

Our guest reviews for
Fairmont Orchid - Hawaii

100% genuine reviews from our guests

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AccorHotels Rating 4.6/5

4,284 reviews

The perfect home-base for an adventure-filled vacation!

Customer review rating 4.6/5

Lauren Solo - 14/08/2019 AccorHotels review

Wonderful stay. Staff was friendly and extremely helpful. The grounds are beautiful, and the amenities/restaurants/resources are top notch. Would recommend this to others!

Aloha Lauren, Thank you for taking the time to complete a survey following your recent stay at Fairmont Orchid and for recommending us to friends/family! We are delighted you had a wonderful visit! Great to hear you enjoyed the grounds and our facilities. We hope to warmly welcoming you again to Fairmont Orchid should your travels bring you back to Hawaii Island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Unsatisfying Gold level service lounge / choice in restaurants /

Customer review rating 4.6/5

Dr. E. S. Couples - 14/08/2019 AccorHotels review

Room was comfortable. Gold-level Concierges themselves were uniformly helpful, warm, friendly, and effective. However, the Gold Level Concierge Lounge facility had significant issues. It was unusually small for such a large property. Lounge had problems with air conditioning. Drinks from refrigerator were unacceptably warm (at least in top row of right-hand refrigerator). Lounge brunch options were unusual; surprisingly lacking in the kinds of comfort food familiar to a family of traveling tourists (though I do understand the need for the Asian food varieties, given this location's likely clientele). Similarly, I found the sit-down restaurants' menus to be too peculiar, with familiar dishes created with unfamiliar combinations of ingredients. Unfortunately, an unusual heat wave made the more casual outdoor-dining facilities during daylight hours. This would not be a problem normally; however, because all indoor dining option's menus shared this "peculiar-culinary" approach, I was unable to find satisfying food within the resort. We ended up eating our luxury Anniversary dinner outside of the resort, at Ruth's Chris Steakhouse, where we felt more welcome. In general, the Fairmont Gold experience left me feeling excluded, rather than included; as if my tastes were too unsophisticated. This has me quite concerned for our planned 10th-anniversary trip across Canada, for which the Fairmont Banff Springs was to be a highlight.

Stay was good, but Ocean front view room was small for a family of 4

Customer review rating 4.6/5

Marlene C. Families - 14/08/2019 AccorHotels review

I booked an Ocean front king/queen room for our last minute family vacation, husband and I were traveling with our children ages 15 and 12. When I booked, I selected the king/queen bed room and added on the notes section to have a queen bed because I have 2 grown daughters. Unfortunately were were crammed in the king bed and given a roll-away bed. It was interesting that the booking asked for to enter my children's ages but would not take that into consideration when assigning rooms to guests. Suffice to say our stay was uncomfortable because of the room situation.

Sub-par property-not Fairmont quality

Customer review rating 4.6/5

Anonymous Families - 14/08/2019 AccorHotels review

Nothing special-basic service-rooms dirty-staff tired-restaurants not good but room service was the best part of the hotel

Satisfied

Customer review rating 4.6/5

David T. Families - 13/08/2019 AccorHotels review

The hotel had more of a business hotel vibe than a true luxury hotel.

Aloha Mr. T., Thank you for taking the time to complete a survey regarding your recent stay at Fairmont Orchid. Your feedback is greatly appreciated as it provides us a valuable opportunity to measure how well we are meeting the expectations of our guests. We are delighted that you had an enjoyable visit. As well, we appreciate the feedback about our lawn and have shared this with our Landscaping Manager. Thank you for choosing to stay with us once again and we hope to have the chance to welcome you back to our home when you are on island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Property is starting to look dated

Customer review rating 4.6/5

S S. Couples - 13/08/2019 AccorHotels review

We have stayed here multiple times, usually at the Fairmont Gold level. Not sure what has been upgraded in the last 10 years. Pretty sure the same art is present throughout the property, which is nice, but now it's getting old. Finishes in Gold Lounge haven't changed and our room still had a phone in the bathroom as well as a step-in tub. Door jambs looked like they could use a fresh coat of paint and the service door off of the hallway was seriously in need of attention. Food offerings in Gold Lounge were OK. Handles of chafing dishes were greasy and it didn't look like the glassware or silverware had received any attention recently. All of the staff were exceptional, although the Gold concierge didn't seem to try very hard to get us a reservation at your own restaurant for my birthday.

Aloha Mr. S., We appreciate you taking the time to complete a survey regarding your recent Fairmont Gold experience. Your feedback is greatly appreciated as we continuously strive to improve our guest experience. We thank you for bringing these hotel improvement items to our attention. We have also shared your lounge & buffet feedback with our Food & Beverage management team. We are so happy you were able to stay with us for your special birthday celebration and we apologize if we missed an opportunity to help recognize and celebrate this occasion. We hope that you will give us the opportunity to better serve you when you are next on island. We would love to extend a complimentary Suite upgrade on your next stay. Please do not hesitate to contact me directly at el… if I may assist with your reservation or if there is anything else I may do to help, Mahalo Nui, Elizabeth Ganot, Fairmont Gold Assistant Manager.

Would not come back

Customer review rating 4.6/5

Claudia K. Families - 13/08/2019 AccorHotels review

I stayed for 5 nights booking via Amex Fine Hotels and Resort. I have always had a great experience booking through Amex FHR and in general, always pick between Ritz Carlton or Four Seasons. This is my first time staying at The Fairmont and unfortunately, might be my last. I just don’t think the service is in the same levels as Ritz Carlton or Four Seasons. The Fairmont Orchid itself is beautiful and we really enjoyed the beauty of the facility, the pool and the ocean. We have stayed at Grand Hyatt Kauai and thought the accommodation is quite similar but even when comparing the service level to Grand Hyatt Kauai, it’s just not there. The breakfast time is the worst. The buffet was the same food all 5 days we were there and 2 out of the 4 times we were seated by the trash/dirty dish area. It’s an easy fix (put more partition or hide the dirty dish rack inside the partition) - no one wants to be seated by the trash. We can’t order from the regular breakfast menu which personally I would love to eat Hawaiian breakfast loco moco since we are in Hawaii but of course, you can’t find the in the breakfast buffet. The buffet often surrounded by flies, I couldn’t get myself to even touch the smoked salmon (again my other fave) so the free breakfast was becoming such a downer that I wish we didn’t get it for free so we can go elsewhere cheaper and more appetizing. The kids under 5 eats free is also misleading. We can’t get it free if there is no order for adult. Even we ordered alcoholic drinks are not enough, it’s gotta be food order. We have been to many resorts (Ritz Carlton Grand Cayman, Grand Hyatt Kauai, Four Seasons Punta Mita to name a few recent ones) with kids eats free under 5 and never encountered this at all, they even allow us to do it from room service. One night we dined at Hale Kai by the beach and I ordered cheese pizza for my daughter and got charged $5. (Not to mentioned they came with Mac and cheese and realized it was wrong so we had to wait). When I asked I thought kids eats free, they said yes but not kids pizza - it wasn’t in the kids menu. Now why he didn’t tell me that when I first ordered I don’t know as my daughter doesn’t need to eat pizza she could eat other food. I think it’s a mistake for Fairmont Orchid to nit picky on kids food if you are trying to portray as a ‘luxury’ family resort. Again, maybe my understanding of Fairmont is wrong but there wasn’t a hint of luxury at Fairmont Orchid. I felt like staying in middle class Marriott rather than luxury Fairmont brand that I thought it was. That being said, I should have known from the price I paid compared to Ritz or FS. Amex FHR should really reconsider Fairmont Orchid being a part of it because I wouldn’t consider it as Fine Hotels & Resort.

Dear Claudia & Richard K., Thank you for taking the time to tell us about your experience at the Fairmont Orchid - Hawaii. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Fairmont, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Please do not hesitate to contact me directly at ja… if you wish to discuss this matter in further details and we can find a way to ensure you would be confident visiting another Fairmont property in the future. Sincerely, Jack Broadhead Assistant Director of Food and Beverage

Beautiful place with good service and food, but a terrible administrative experience.

Customer review rating 4.6/5

Ben Families - 11/08/2019 AccorHotels review

We stayed for five nights in a Partial Ocean View. The site was wonderful. Food at each restaurant was good relative to other resorts we've stayed at. Restaurant, pool, and other staff were friendly and helped us to have a relaxing vacation. However, we had a number of negative experiences with the hotel's administrative/welcome staff and general advertising. First, we booked a partial ocean view. Upon arrival, we were told that this was a view from an outdoor patio area that could see the ocean. When we actually got into our room, this felt like blatant false advertising. I took pictures from every location on the patio to show that 'view' was a stretch by any standard. While the front desk was responsive, addressing this issue consumed a much longer portion of the trip than it should have and the room still felt like an overpay relative to expectations and experiences as elsewhere. Second, a large group was coming into the hotel the day we were checking out and the entire site was booked. We knew this when we reserved because we spoke with a hotel staff member that told us there were no rooms available for the next (what would have been our sixth night). At that time, on the phone, the staff member informed us that, since we had a late departure, we would be able to stay on site and use a hospitality space to shower and change before leaving for the airport. When we arrived we confirmed this was true again with the front desk. Two days before we left I also inquired about the procedure and was told to come back the next day. The evening prior to our checkout I went to discuss reserving a space and was told that was impossible and that we would need to leave the premises by 2pm. Frankly, this was abhorrent business practice. On three separate occasions, my wife and I verified our appropriate plans with different hotel staff only to feel kicked to the curb at the last minute. It was unethical and whoever gave that order put their employees in a terrible position. Finally, the front desk staff did not provide an itemized bill to me before finalizing checkout. As a result, I had two charges that I only discovered after the fact that were errors, an in-room service charge and an additional meal charge. Best practice should be to provide an opportunity to review the bill before totaling everything. All said, these were costly, time-consuming administrative hiccups. They also felt like deceitful decisions, which lead to a more expensive, unpleasant, and disrupted introduction and conclusion to our stay.

Dear Benjamin M., Thank you very much for taking the time to share your comments regarding your stay at the Fairmont Orchid - Hawaii. Exceptional service is what we strive to be known for; therefore your feedback is extremely important as it helps us to continually improve our service and provide a memorable experience to our valued guests. Please allow me to express my sincerest apologies. Please rest assured that we have taken the appropriate measures to address the problem with our staff members in order to prevent any future occurrence. You mentioned that you were incorrectly charged for a couple items, has this been rectified already? I would be happy to assist with that right away if it has not been resolved. Also, considering the circumstances of your recent stay with us, I would like to offer you a complimentary upgrade to one of our Ocean Front Suites for a future stay. Our relationship with our guests is of paramount importance. We hope that you will present us the opportunity to better serve you in the near future. Please feel free to reach out to me directly should you need any assistance with booking your next stay and I will be happy to help apply the upgrade to one of our beautiful Ocean Front Suites. Sincerely, Nicholas Sturkie

It was amazing

Customer review rating 4.6/5

Laquisha Families - 10/08/2019 AccorHotels review

It was a beautiful resort. Loved easy access to snorkeling and the gear.

Aloha Laquisha, Thank you for taking the time to complete a survey following your recent stay at Fairmont Orchid. We are delighted you enjoyed your stay with us and loved snorkeling and easy access to the beach! We very much look forward to warmly welcoming you again to Fairmont Orchid should your travels bring you back to Hawaii Island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Comfortable, elegant, great beach and snorkeling

Customer review rating 4.6/5

Laura P. Couples - 09/08/2019 AccorHotels review

We enjoyed our stay in our comfortable ocean view room. We loved the easy access to snorkeling right off the beach and that the beach was in a very calm lagoon with few waves. The brunch buffet ($36/person) was spectacular. The other resort restaurants we ate at— Brown’s and Hale— were just ok.

Aloha Ms. P., We very much appreciate your comments regarding your recent stay at Fairmont Orchid. We're delighted you enjoyed your room, nearby beach and our breakfast restaurant. Thank you again for sharing your experience and we look forward to warmly welcoming you again to Fairmont Orchid in the near future. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

We loved everything.

Customer review rating 4.6/5

Hailey Families - 09/08/2019 AccorHotels review

Staff was fantastic. Room was clean and nice. Having a tub/shower and stand alone shower was really great with kids. Waters every night was a great touch. Room cleaning service and turn down was always great. Grounds are beautiful. Hotel restaurants were great. Photography session was a perfect addition and we got fantastic pictures. All staff was so nice.

Aloha Hailey, Thank you for taking the time to complete a survey following your recent stay at Fairmont Orchid. We are thrilled you loved everything about your stay and glad to hear you have pictures to preserve wonderful memories! We truly hope to warmly welcome you again to Fairmont Orchid should your travels bring you back to Hawaii Island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Did not meet expectations.

Customer review rating 4.6/5

Art Families - 09/08/2019 AccorHotels review

We booked two rooms. Both were in the north tower. One on the 3rd and the other on the 4th. Room on the 3rd was great. Room on the 4th disappointed. The 4th floor room AC did not work correctly. We informed the desk about the AC problem and it was fixed for part of the stay then failed again. The 4th floor had green mold on the furniture.

Aloha Art, Thank you for taking the time to tell us about your experience at the Fairmont Orchid - Hawaii. We are truly sorry that your experience did not meet your expectations; please allow me to express our sincerest apologies. At Fairmont, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the air conditioning problem you experienced with our Maintenance team as well as the mold, and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Beautiful hotel and setting.....perfection.

Customer review rating 4.6/5

Elizabeth S. Families - 08/08/2019 AccorHotels review

We stayed in room 3255. Wonderful situation and views. Well worth paying for the buffet breakfasts included in my package. Greatest disappointment was that I phoned 3 days prior to checking in from Toronto, to ensure that a crib would be ready and setup in our room. My family and I traveled from Toronto, Canada with a 7 month old infant. We were in transit almost 23 hours, thus my call the ensure we could comfortably settle the baby once arrived. The check-in person said if the crib isn't set-up let us know. I was not happy with this reply and assured her I called in advance. Sure enough the crib was not in the room. It took one more hour to wait for the crib and have it set. My grandson didn't settle in bed until 3 a.m. our time. There were several Fairmont staff that stood out as exceptional, including housekeeping. Some crusty staff though, in the lobby bar restaurant, and staff in the Orchid, and concierge. A pleasant smile can set the whole stage. Finally, we enjoyed a drink and bites in the lobby bar (can't remember the name) at happy hour, no background music in such a beautiful setting, can make all the difference. That said I would return to your beautiful facility. This was my first time o the Big Island. :)

Aloha Ms. S., We very much appreciate your comments regarding your stay at the Fairmont Orchid - Hawaii. We were pleased to learn that you enjoyed your visit to Fairmont Orchid and the island of Hawai'i It was however, concerning to learn about your check in experience with the lack of crib, especially when you had notified us in advance of your need for one in your room, and we truly apologize for this mishap. This has been shared with our Rooms Director to ensure immediate improvement in this area, as well as our Orchid Court and Concierge departments. As well, thank you for your feedback about the Luana Lounge, while we are open at 5:00 pm, we do provide live music from 6 - 9:00 pm. Thank you again for sharing your experience, and we hope you'll be able to visit us and our beautiful island again soon. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

nice

Customer review rating 4.6/5

Robert C. Families - 08/08/2019 AccorHotels review

was very nice. small things needed to be addressed

Aloha Mr. C., We very much appreciate your comments regarding your stay at the Fairmont Orchid - Hawaii. We're glad to hear you had a nice visit. However, it was disappointing to hear of the challenges your experienced at the pool and Brown's Deli and we sincerely apologize for these service deficiencies. What you described are unacceptable, and clearly do not meet the high standards of service we strive to maintain. It is apparent that improvement is needed in the execution and consistency of our service delivery. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com
Customer review rating 4.6/5

M. Families - 08/08/2019 AccorHotels review

Very expensive - we booked an ocean view room and we had to fight to get a partial ocean view room. The reception was not helpful at all. The view we had was full golf with no ocean for the price of ocean ! Guest service is bad. I never saw that and I am travelling a lot. So very expensive room and the website is misleading : selling ocean view where in fact only 10 room Have really ocean view. Our wedding anniversary was a désaster !

Ok

Customer review rating 4.6/5

Bradley S. Couples - 08/08/2019 AccorHotels review

We have stayed at the Orchid the last four summers. Something was different this year. Staff was not as friendly and helpful as years past. We stayed at Fairmont in Maui for a few days prior to coming to Orchid and they were very helpful and friendly. Not sure why there is a difference between properties.

Aloha Brradley, Thank you very much for taking the time to share your comments regarding your stay at the Fairmont Orchid - Hawaii. Exceptional service is what we strive to be known for and your feedback is extremely important as it helps us to continually improve our service and provide a memorable experience to our valued guests. It was therefore very disappointing to hear that our staff was not as friendly as the previous years, and we sincerely apologize. Please rest assured that your feedback has been shared with the appropriate leaders so that we can address this. Our relationship with our guests is of paramount importance. We hope that you will present us the opportunity to provide you with a completely positive experience. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com
Customer review rating 4.6/5

Anonymous Business - 08/08/2019 AccorHotels review

My first time in Hawaii and the resort was wonderfully relaxing. The various eating options were great. Watching the HONU on the shore was amazing. I would highly recommend your resort.

Aloha, We very much appreciate your comments regarding your stay at the Fairmont Orchid - Hawaii. It's great to hear that your first time on our property and island is wonderful and memorable and you were able to see our visiting honus! It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience and for recommending us, and we hope your next visit will be as pleasant as the previous one. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Lovely property with great snorkeling right off the beach.

Customer review rating 4.6/5

Anonymous Families - 08/08/2019 AccorHotels review

We arrived at the hotel around 2pm and knew that was before check in even though I told the hotel our arrival time. This is all fine, but wasn't fine was that I was told I would get a text when our room was ready. At 4pm I went to the desk and the room was ready. I wonder why a text wasn't sent. This didn't start off well, but from there everything else was fabulous. After the first night, we upgraded our room to the Gold Floor which was fabulous (especially since we were traveling with 2 teenage boys). This really made our vacation special. We also liked that there were masks & snorkels to use. While I love pools, I don't go to Hawaii to swim in a pool, and it's a hassle bringing all of this equipment with you, so that was really nice as well. The grounds are lovely and even though the hotel was pretty full, we never felt crowded.

Aloha, Thank you for taking the time to complete a survey regarding your recent stay at Fairmont Orchid. Your feedback is greatly appreciated as it provides us a valuable opportunity to measure how well we are meeting the expectations of our guests. We are delighted to read that your stay was very good. It is certainly wonderful to know that you enjoyed the hotel and our facilities. Thank you for recognizing our staff; we are fortunate to have them and would be our pleasure to share your great comments with the Fairmont Gold team! We appreciate your kind ratings despite your arrival experience with the lack of notification on when your room was available, and we truly apologize. Your feedback has been shared with our Director of Rooms so that this may be corrected. Thank you for choosing to stay with us and we hope to have the chance to welcome you back to our home when you are on island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

We had a great stay

Customer review rating 4.6/5

Joseph Couples - 07/08/2019 AccorHotels review

See overall stay was fantastic. The woman who checked us in could have done a better job. The couple who checked in with us got the complete rundown of the resort where we did not. A major thing is we were not offered any assistance with our bags. Once we found a large enough parking spot (they're all marked compact and I had a Caddy), we had to carry our luggage up two flights of steps. I was very irritated with this but once we opened the door and saw the room, I felt better. Beautifully done. Like a 5 star resort. The restaurant was expensive but worth it. The beach was crowded but lovely. In my business, it's the details that determine profit. Once Napili starts managing the small details, they will be a 5 star resort.

Aloha Joseph, Thank you for taking the time to tell us about your experience at the Fairmont Orchid - Hawaii. We are delighted that overall you had a great stay. It was however concerning to learn of your disappointing check in experience and introduction to the hotel and we truly apologize. Your experiences have been shared with our Director of Rooms for her review and corrective action. You are correct in that attention to detail from our rooms, dining outlets, facilities and most importantly our service must be made, and we truly appreciate for your feedback. We look forward to the opportunity of welcoming you back and regaining your confidence in Fairmont Orchid. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

We had a wonderful stay at the Fairmont Orchid

Customer review rating 4.6/5

Anonymous Families - 07/08/2019 AccorHotels review

The hotel grounds, rooms and staff were all well above average during our 10 day stay at the Fairmont Orchid. We thoroughly enjoyed the pool, beach, snorkeling and other amenities and the grounds were just beautiful. We had an issue with the location of our first room which was solved for us on our second day. The staff worked hard to accommodate our request despite the hotel being at full occupancy. We ate at quite a few places on the The Big Island and agreed that the food at the Fairmont was the best. We sampled each of the restaurants and the deli and were never disappointed with the food quality. The only very small improvement we could suggest would be the arrival and check in experience. The initial greeting upon arrival at the front entrance was quite rushed with a lai handed to each of us at the door and no further direction. Again the staff at the front desk were very well trained and gracious but a cool drink and shorter wait would have gone far for us weary travelers. On a different note, when staying at another hotel in Waikiki we were provided with reusable water bottles and they had water stations throughout the property. We found this a great touch as there was no single use plastic involved . While the small water bottles provided by Fairmont at turn down were a lovely touch it might be time to re-examine the use of these in light of the overuse of single use plastic.

Aloha, Thank you for taking the time to complete a survey regarding your recent stay at Fairmont Orchid. Your feedback is greatly appreciated as it provides us a valuable opportunity to measure how well we are meeting the expectations of our guests. We are delighted that you had a wonderful stay with us and enjoyed our dining facilities! However we do apologize for the initial mishap with your check in greeting and process and glad to hear our front desk staff was able to make the rest of your stay better. We also appreciate your suggestions on the reusable bottles for water and happy to let you know that we have a sustainability committee that's looking into providing containers for our guests in the rooms, as well as water dispensers on every floor and various areas of the hotel. Thank you for choosing to stay with us once again and we hope to have the chance to welcome you back to our home when you are on island! Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com
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