Outdoor pool, pool cabanas (surcharge), pool umbrellas

Reviews of Fairmont Orchid

4.5 out of 5
Fairmont Orchid
1 N Kaniku Drive Kohala, Kamuela, HI

Reviews

9.2

Wonderful

Rating 10 - Excellent. 697 out of 1010 reviews" "
Rating 8 - Good. 192 out of 1010 reviews" "
Rating 6 - Okay. 83 out of 1010 reviews" "
Rating 4 - Poor. 25 out of 1010 reviews" "
Rating 2 - Terrible. 13 out of 1010 reviews" "

9.2/10

Cleanliness

9.2/10

Staff & service

9.0/10

Amenities

9.2/10

Property conditions & facilities

9.2/10

Eco-friendliness

Reviews

10/10 Excellent

Cath

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent stay.
Stayed 7 nights in Mar 2024
Response from Barbie Nakamura- Director of Quality on 25 Mar 2024
Thank you for your brief yet positive feedback! We're delighted to hear that you had an excellent stay with us. If there's anything specific that made your experience exceptional or if you have any suggestions for improvement, we'd love to hear them. We hope to have the pleasure of hosting you again in the future! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Yakov

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Barbie Nakamura- Director of Quality on 25 Mar 2024
Mahalo for the excellent rating! We hope if your travels bring you back to the Big Island, you choose us again! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Andrea

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Amazing views at sunset, super helpful staff, comfortable beds, spacious rooms, onsite sandy beach! 😍
Stayed 1 night in Mar 2024
Response from Barbie Nakamura- Director of Quality on 25 Mar 2024
Thank you so much for your glowing review! We're thrilled to hear that you enjoyed the breathtaking sunset views, found our staff to be super helpful, and appreciated the comfort of our beds and spacious rooms. It's wonderful to know that you also enjoyed our sandy beach - there's nothing quite like relaxing by the water! We truly appreciate your kind words and hope to welcome you back for another unforgettable stay soon! With warm aloha, Barbie Nakamura Director of Quality

6/10 Okay

Chun

Travelled with family
Liked: Staff & service, amenities
Questionable maintenance. Dirty floor, charging other fees on checkout which is mandatory, then why not put it in room fee at beginning. View is good tho. I don’t recommend
Stayed 3 nights in Mar 2024
Response from Barbie Nakamura- Director of Quality on 25 Mar 2024
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you experienced during your stay. Your comments regarding the cleanliness and additional fees are concerning, and we will address them promptly with our maintenance and management teams to ensure a better experience for our guests in the future. We appreciate your acknowledgment of the good view, and we regret that it did not fully compensate for the shortcomings you encountered. Your input is invaluable to us, and we hope for the opportunity to regain your trust in the future. With warm aloha, Barbie Nakamura Director of Quality

6/10 Okay

Lise

Travelled with partner
Liked: Cleanliness, staff & service
My husband and I stayed at the orchid for the first leg of our honeymoon, and while the hotel was comfortable and front facing staff were lovely, we were underwhelmed with the overall experience in comparison to our stays at other Fairmont hotels. We are fortunate to stay at fairmonts frequently, and of course these resorts come with an applicable cost, but this was the first time we felt the cost didn’t justify the experience. The food was underwhelming and very expensive for what it was, and we had issues during our stay that went unaddressed despite asking for assistance. Hate to leave a less than excellent review but hopefully it will help with other guests experience in the future!
Stayed 6 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 25 Mar 2024
Thank you for sharing your feedback with us, and congratulations once again on your honeymoon! We truly appreciate your kind words. However, we're sorry to hear that your overall experience did not meet your expectations, especially compared to your previous stays at other Fairmont properties. I was happy to be able to speak to you today. I truly appreciate the detailed feedback. This is the best way for us to improve. Please know that your feedback is incredibly valuable to us, and we will use it to make improvements and ensure a better experience for future guests. We're grateful for your understanding and hope that we have the opportunity to welcome you back in the future to provide the exceptional experience you deserve. With warm aloha, Barbie Nakamura Director of Quality

8/10 Good

Tim

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pretty grounds, nice public lounge areas, nice food options (although I thought Brown’s was just ok, given the very high prices). Pool and beach good, though if you want shade, not umbrellas provided on the beach. Nice to walk the shore trail and petroglyph park nearby. Friendly staff. We has reserved an “ocean view”, though when described by the desk person, it sounded like what I call a “partial ocean view” (ocean visible in the distance). They have a level called “ocean deluxe”. She wound up giving us a one level upgrade, which was nice.
Stayed 8 nights in Mar 2024
Response from Barbie Nakamura- Director of Quality on 22 Mar 2024
Thank you for sharing your feedback about your recent stay at our property. We're delighted to hear that you enjoyed the overall ambiance of our grounds, the public lounge areas, and the variety of food options available to you. We're glad to know that you found the pool and beach to be enjoyable, although we apologize for any inconvenience regarding the lack of umbrellas on the beach for shade. Your feedback regarding this matter is valuable, and we will take it into consideration as we strive to enhance the guest experience. It's fantastic to hear that you appreciated the opportunity to walk the shore trail and visit the nearby petroglyph park. We're also pleased to hear that you found our staff to be friendly and accommodating. We apologize for any confusion regarding your room reservation and the description of the "ocean view" category. We're glad that the desk person was able to provide you with a one-level upgrade to enhance your experience. Thank you for choosing to stay with us, and for sharing your insights with us. We hope to have the opportunity to welcome you back in the future and provide you with an even better stay. With warm aloha, Barbie Nakamura Director of Quality

8/10 Good

Anna

Liked: Property conditions & facilities
The overall property is nice and the lagoon has calm waters for snorkeling. Generally, the staff were friendly and helpful. Had an unpleasant check in but I give the hotel credit for trying to make up for the experience immediately. Would recommend guests avoid parts of the 5th floor of the north tower. There’s a lounge on the 6th and there are lots of noise that penetrates early in the morning as the staff preps. We just dealt with it as we are on west coast time anyway but if you wanted to sleep later, not the best choice.
Stayed 7 nights in Mar 2024
Response from Barbie Nakamura- Director of Quality on 22 Mar 2024
Thank you for taking the time to share your feedback with us regarding your recent stay at our property. We're delighted to hear that overall, you found our property nice and enjoyed the calm waters of the lagoon for snorkeling. We're also grateful for your kind words about our friendly and helpful staff. However, I'm truly sorry to hear about the unpleasant check-in experience you encountered. Please accept our sincerest apologies for any inconvenience this may have caused. We appreciate your understanding and patience, and we're glad that our team was able to address the issue immediately to make up for the initial disappointment. Your feedback regarding the noise on the 5th floor of the north tower is also greatly appreciated. We apologize for any disruption this may have caused to your sleep. We'll certainly take this into consideration and work towards finding solutions to minimize noise disturbances for our guests in the future. Once again, thank you for sharing your experience with us, and for your recommendation. We hope to have the opportunity to welcome you back in the future and provide you with a flawless stay from start to finish. With warm aloha, Barbie Nakamura Director of Quality

8/10 Good

Leo

Liked: Cleanliness, staff & service
The hotel needs a renovation
Stayed 7 nights in Mar 2024
Response from Barbie Nakamura- Director of Quality on 11 Mar 2024
Mahalo for your good rating. I am pleased to see overall you enjoyed your stay. I am thrilled to share that this summer we begin a property wide refresh. There are incredible updates on the way. I hope you can return one day to see them. If you do return please reach out, would love to show you all the great changes. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Alexander

Liked: Cleanliness, amenities, property conditions & facilities
Convenient, excellent service, thoughtful personnel.
Stayed 7 nights in Mar 2024
Response from Barbie Nakamura- Director of Quality on 9 Mar 2024
Thank you so much for your kind words! We're thrilled to hear that you found our service convenient and excellent, and that our personnel were thoughtful. We always strive to provide the best experience possible for our guests We appreciate your support! With warm aloha, Barbie Nakamura Director of Quality

8/10 Good

Bevan William

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Barbie Nakamura- Director of Quality on 11 Mar 2024
Mahalo for your good rating! I hope if you return to Hawaii you choose us again! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Tom, Waseca

Liked: Cleanliness, staff & service, property conditions & facilities
Overall, an excellent facility. Staff was uniformly terrific. The dining options were mixed. Brown's Beach House was closed for maintenance; the Orchid court breakfast buffer was OK with good selections, likewise Hale Kai. Binchotan disappointing, the attempt to emulate asian grilled offerings at the table was not memorable. There are better dining options off site.
Stayed 7 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 9 Mar 2024
Thank you for taking the time to share your feedback with us. We're delighted to hear that you found our facility excellent and that our staff provided a terrific experience for you. However, we apologize for any inconvenience caused by the temporary closure of Brown's Beach House for maintenance. We appreciate your candid assessment of our dining options. We're glad to hear that you enjoyed the selections at Orchid Court and Hale Kai. Your feedback regarding Binchotan is valuable to us, and we will certainly take it into consideration as we strive to improve our offerings. We understand that dining preferences can vary, and we're sorry that Binchotan did not meet your expectations. We always aim to provide memorable experiences for our guests, and we regret that we fell short in this instance. We appreciate your insight into off-site dining options, and we hope to have the opportunity to welcome you back in the future to provide an even better experience. Thank you again for your feedback. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Gary Roy

N/A
Stayed 7 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 9 Mar 2024
Mahalo for your excellent rating! We appreciate you taking the time and are so pleased you enjoyed your stay! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Christine Ge

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property is perfect, we like it, very clean. Only one thing was disappointed- this was my birthday trip, my boyfriend ordered a room service cheese plate and a birthday card from him which pre-gave it to hotel reception, asked to deliver it with the cheese plate for me on birthday, however cheese was arrived late and birthday card was missing. That’s really bummer. Christine
Stayed 3 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 23 Mar 2024
Thank you for taking the time to share your feedback about your recent stay at our property. We're thrilled to hear that overall, you enjoyed your time with us and found the property to be perfect and very clean. However, we're truly sorry to learn about the disappointment regarding the room service cheese plate and missing birthday card. We understand how important special occasions like birthdays are, and we sincerely apologize for any inconvenience caused by the delay in delivering the cheese plate and the oversight with the birthday card. This falls short of the standard of service we aim to provide, and we're truly sorry that we missed the mark on this occasion. Rest assured; we will review our procedures to ensure that similar incidents do not occur in the future. Your feedback is invaluable to us as it helps us to continually improve our services. Once again, thank you for choosing to celebrate your birthday with us, and we hope to have the chance to welcome you back for a flawless experience. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Marjorie Ann

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great experience! Was upgraded to Fairmont Gold. Staff were very helpful and friendly.
Stayed 7 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 4 Mar 2024
Thank you for sharing your experience! We're delighted to hear that you had a great stay with us and that you enjoyed your upgrade to Fairmont Gold. Providing exceptional service and creating memorable experiences for our guests is always our top priority. We'll be sure to pass along your compliments to our staff. We look forward to welcoming you back for another wonderful stay at our resort! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Edmund, Los Gatos

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful old style Hawaii resort. Can't beat it Just watch out for the Resort Fee than is automatically added to your bill at a daily rate of $50.
Stayed 19 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 4 Mar 2024
Thank you for your review! We're thrilled to hear that you enjoyed the wonderful old-style charm of our Hawaii resort. We strive to provide a unique and memorable experience for all our guests. Regarding the resort fee, we apologize for any inconvenience this may have caused. We understand your concern and will take it into consideration for future improvements. We hope to have the opportunity to welcome you back soon for another unforgettable stay. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Daniel Dean

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful lush grounds and super friendly staff.
Stayed 7 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 28 Feb 2024
Mahalo for your 5-star rating! We are pleased to know you enjoyed your stay and you found our staff to be super friendly! I hope if your travels bring you back to Hawaii you choose us again! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Michael F

Stayed 7 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 21 Feb 2024
Mahalo for the excellent rating! We truly appreciate you taking the time! We hope you can return one day very soon! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Lee

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Fairmont Orchid was our third visit to Hawaii, first to the Big Island. We enjoyed our stay, traveling with 3 kids they were able to move us to a suite at an additional charge that was well worth it! The beach was perfect, and the views were breathtaking. We have stayed at many five star resorts, including the Four Seasons and other Fairmonts. The food options and sometimes service were not to par with these resorts, but definitely a good stay overall.
Stayed 7 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 21 Feb 2024
Thank you for taking the time to share your experience of your recent stay. We are thrilled to hear that you and your family enjoyed your visit to the Big Island and that our resort provided a memorable experience for your third trip to Hawaii. It's wonderful to know that our team was able to accommodate your needs by upgrading you to a suite, ensuring a comfortable and enjoyable stay for your family. We are delighted that you found our beach perfect and our views breathtaking. Providing our guests with stunning natural surroundings to enjoy is one of our top priorities, and we're glad we could deliver on that front. While we are pleased to hear that your overall stay was good, we regret any shortcomings you experienced with our food options and service. Please accept our apologies for any inconvenience caused. Your feedback is important to us, and we will certainly review your comments with our team to identify areas for improvement. Thank you for choosing to stay with us and for being a part of the Fairmont Orchid experience. We hope to have the pleasure of welcoming you and your family back in the future for another memorable stay. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Maoxiang

Stayed 2 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 22 Mar 2024
Mahalo for the excellent rating! We hope if your travels bring you back to the Big Island you choose us again! With warm aloha, Barbie Nakamura Director of Quality

6/10 Okay

Christine

Liked: Cleanliness, staff & service, property conditions & facilities
I had a room at the lower price range, (almost 700$/night! It certainly wasn’t a 4 star room. The view was on a side of the property that was for employees and people coming in to access the beach, the low rent district. The property was beautiful, but, again, my room was not worth 700$
Stayed 2 nights in Jan 2024
Response from Barbie Nakamura- Director of Quality on 21 Feb 2024
Thank you for sharing your experience with us, and we sincerely apologize that your stay did not meet your expectations. We are disappointed to learn that you found your room to be below the standard you anticipated, especially given the price point. Please know that we take your feedback seriously, and we will certainly review the details of your stay to identify areas for improvement. We regret any inconvenience caused by the location and view of your room. It is always our aim to ensure that each guest enjoys a comfortable and enjoyable stay with us. We understand the importance of a room's ambiance and will work diligently to address any concerns regarding room quality and pricing. We appreciate your feedback, as it helps us to continually enhance the guest experience. We hope to have the opportunity to welcome you back in the future and provide you with an improved stay that truly reflects the high standards we strive to maintain.With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Karim

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service Very friendly staff
Stayed 7 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 12 Feb 2024
We are pleased to see you received great service and found our staff friendly. We appreciate you taking the to give us an excellent rating. I hope you can return one day very soon! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

ALLAN

Liked: Property conditions & facilities
Stayed 4 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 12 Feb 2024
We appreciate taking the time to give us an excellent rating! We hope you can return one day very soon! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Carina

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Jan 2024
Response from Barbie Nakamura- Director of Quality on 12 Feb 2024
Mahalo for the excellent rating! I hope if your travels bring you back to the Big Island you choose us again! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Krista

Travelled with partner
Everything was top notch.
Stayed 9 nights in Jan 2024
Response from Barbie Nakamura- Director of Quality on 7 Feb 2024
Mahalo for your excellent rating! Pleased to see that everything was top notch! I hope if your travels bring you back to the Big Island, you choose us again! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

VERA, Covington

Stayed 2 nights in Feb 2024
Response from Barbie Nakamura- Director of Quality on 22 Mar 2024
Mahalo for the excellent rating! We hope if your travels bring you back to the Big Island you choose us again! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Michael

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pros: 1. Beautiful grounds including a series of waterfalls and koi ponds intertwined with a large pool that overlooks the ocean. 2. Located on an ocean cove that shelters swimmers from rough waves. Ideal for small children and those looking for a relaxing swim. 3. Coastal path that connects multiple resort properties ideal for long walks or runs. 4. On property restaurants consistently served up excellent meals. Cons: 1. The property feels remote and getting to Kona, Waimea, or Waikoloa Village will take 30 minutes or more. 2. Expect to pay resort prices for any on property meals or drinks. For example, it was $26 for an old fashion. The signature cocktails were slightly less.
Stayed 6 nights in Jan 2024
Response from Barbie Nakamura- Director of Quality on 7 Feb 2024
Thank you for sharing your detailed review of your stay. We're thrilled to hear that you enjoyed many aspects of our resort. We understand that our secluded location may feel remote for some guests, and we apologize if it posed any inconvenience for your travel plans. Regarding pricing, while we strive to offer value for the quality and experience we provide, we appreciate your feedback and will take it into consideration for future improvements. Thank you again for your detailed feedback, and we hope to welcome you back to Fairmont Orchid for another wonderful stay in the future! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Andrea

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A
Stayed 7 nights in Jan 2024
Response from Barbie Nakamura- Director of Quality on 5 Feb 2024
Mahalo for taking the time to give us an excellent rating! We truly appreciate it! If your travels bring you back to the Big Island I hope you return to us! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Licet

Stayed 3 nights in Jun 2023
Response from Barbie Nakamura- Director of Quality on 23 Mar 2024
Mahalo for the excellent rating. We truly appreciate you taking the time. We hope if you return to Hawaii you choose us again! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Laurie, Victoria

Liked: Cleanliness, staff & service, property conditions & facilities
A beautiful property.. dating back to the 1990’s the grounds are mature and the resort is well laid out. Quite areas amid lush tropical settings are everywhere but it is the ocean front that is the draw. The restaurants are easy, the deli for morning coffee is perfect. The staff are all kind and respectful.. a pleasure to be among such well trained professionals. We will return next year, thank you Ned and Laurie
Stayed 5 nights in Jan 2024
Response from Barbie Nakamura- Director of Quality on 30 Jan 2024
Thank you for taking the time to share your experience with us. We are thrilled to hear that you found our property beautiful and enjoyed the mature grounds. It's heartening to know that the resort's layout, with quiet areas amid lush tropical settings, contributed to a serene atmosphere. The oceanfront view is indeed a special draw, and we're delighted it added to the charm of your stay. We're also pleased to hear that you found the restaurants convenient and the deli perfect for morning coffee. Your kind words about our staff being kind and respectful are truly appreciated. We take pride in our team's professionalism and commitment to providing excellent service. We're already looking forward to welcoming you back next year. If there's anything specific you would like to experience during your next stay, please don't hesitate to let us know. We aim to make your return visit just as enjoyable as this one. With warm aloha, Barbie Nakamura Director of Quality

2/10 Terrible

Orist

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Jan 2024
Response from Barbie Nakamura- Director of Quality on 30 Jan 2024
Thank you for the opportunity to speak with you. I'm delighted that I could assist you, and I sincerely hope that you'll consider returning one day for an even more enriching experience. If there's anything else I can help with in the future, please feel free to reach out to me directly. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Anton, SAN MATEO

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Second time staying in this hotel and I love it so far. Friendly and helpful staff, good amenities, great views
Stayed 7 nights in Jan 2024
Response from Barbie Nakamura- Director of Quality on 16 Jan 2024
Thank you for choosing to stay with us for the second time, and we are thrilled to hear that you love your experience so far at our hotel! It's wonderful to know that our friendly and helpful staff have contributed to making your stay enjoyable. We take pride in providing excellent service, and your positive feedback is truly appreciated. We're also pleased that you're enjoying our amenities and the great views. Creating a comfortable and memorable experience for our guests is our top priority, and we're delighted that we've been able to do so during your stay. If there's anything specific you'd like or if you have any preferences for the remainder of your stay, please don't hesitate to let us know. We want to ensure that your time with us is nothing short of exceptional. Thank you for your continued trust and loyalty. We look forward to making your stay even more memorable, and we hope to welcome you back for many more visits in the future. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Scott

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Only criticism was batroom loghting in room 2657 way to dim!!!!!
Stayed 8 nights in Jan 2024
Response from Barbie Nakamura- Director of Quality on 16 Jan 2024
Thank you for taking the time to share your feedback about your recent stay at Fairmont Orchid. We are delighted to hear that your overall experience was a good one and we sincerely appreciate your positive rating. We apologize for any inconvenience caused by the dim lighting in the bathroom of room 2657. Your feedback is valuable to us, and we will certainly address this issue to enhance the overall guest experience. Our aim is to ensure that every aspect of your stay is exceptional, and we appreciate your understanding. Should your travels bring you back to Fairmont Orchid, we would be delighted to welcome you once again. Thank you for choosing Fairmont Orchid, and we look forward to the opportunity to host you again in the future. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Shijie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Dec 2023
Response from Barbie Nakamura- Director of Quality on 5 Jan 2024
Mahalo for the excellent rating! I hope if your travels bring you back to Hawaii you choose us again! With warm aloha, Barbie Nakamura Director of Quality

6/10 Okay

Joel

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
Everything way overly priced and activities for kids and others limited. Anything interesting they always found a way to suck money from it (ie Kayaks, etc). Also, not close enough to other life and restaurants and stuff. Would be much more interesting to stay over towards Marriott side.
Stayed 8 nights in Dec 2023
Response from Barbie Nakamura- Director of Quality on 5 Jan 2024
Thank you for taking the time to share your feedback about your recent stay. We appreciate your honest review and would like to express our regret that your experience did not meet your expectations. We understand your concerns about the pricing and limited activities for kids. Your feedback is important to us, and we will certainly review our offerings to ensure they provide good value for our guests. We strive to create an enjoyable and diverse range of activities, and your insights will help us in enhancing the overall experience. While we understand that preferences vary, we regret any inconvenience this may have caused. We appreciate your input and will use it to consider ways to improve the overall guest experience. Thank you for choosing us, and we sincerely hope to have the opportunity to welcome you back and provide a more enjoyable stay in the future. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Nicholas

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 7 nights in Dec 2023
Response from Barbie Nakamura- Director of Quality on 5 Jan 2024
Mahalo for the 5 star rating! We appreciate you taking the time! With warm aloha, Barbie Nakamura Director of Quality

2/10 Terrible

TIm

Travelled with family
Disliked: Cleanliness, staff & service
Hotels.com in the Orchid were not helpful!!
Very unhappy that they would not let me switch my reservation after my plane got canceled. I wanted to switch the date from December 22 to January 2 and noone athotels.com or the orca be helpful in anyway. I called 45 times and could never get anyone to help me. Horrible service
Stayed 1 night in Dec 2023
Response from Barbie Nakamura- Director of Quality on 5 Jan 2024
I was happy to be able to connect with you and be able to help you! I hope if you return to the Big Island you give us another opportunity! Wishing you a Happy New Year! With warm aloha, Barbie Nakamura Director of Quality

8/10 Good

Michael T, Medina

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Food venues a bit sketchy, but I am familiar with alternatives in close proximity, just a relatively short drive.
Stayed 7 nights in Dec 2023
Response from Barbie Nakamura- Director of Quality on 5 Jan 2024
Thank you for taking the time to share your feedback about the food venues at Fairmont Orchid. We appreciate your honesty and your feedback. Your input is valuable to us, and we'll certainly take your comments into consideration as we strive to enhance the dining experience for our guests. If there's anything specific you would like to share about your preferences or suggestions for improvement, please feel free to provide additional details. We're glad to know that you are familiar with alternative options nearby and hope that this allowed you to still enjoy a satisfying culinary experience during your stay. Thank you for choosing us, and we look forward to the opportunity to welcome you back for an even more enjoyable experience in the future. With warm aloha, Barbie Nakamura Director of Quality

8/10 Good

Nan

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s a beautiful property overall but I was assigned a first floor (they call it 3rd floor though) room where people walked by the sliding door all the time so there was no privacy. zero sunlight so was pretty cold all the time :(
Stayed 5 nights in Nov 2023
Response from Barbie Nakamura- Director of Quality on 5 Jan 2024
Thank you for taking the time to share your feedback about your recent stay. We appreciate your kind words about the overall beauty of the property. We apologize for any inconvenience you experienced with the room assignment on the first floor, and we understand the importance of privacy and natural sunlight during your stay. Your comments are valuable, and we will certainly review our room assignment procedures to enhance the guest experience. We appreciate you choosing us and hope to have the opportunity to welcome you back for a more enjoyable stay in the future. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Alexandra

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved this resort! The beach and cove was great for swimming and snorkeling with our 6 year old. Pool open 24 hours. Nice rooms and comfortable beds. We will be back!
Stayed 2 nights in Dec 2023
Response from Barbie Nakamura- Director of Quality on 18 Dec 2023
We are thrilled you will return! I was so happy to see how much you enjoyed your stay! Mahalo for the 5 star rating! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

AMANDA ROSE, TUALATIN

Stayed 3 nights in Dec 2023
Response from Barbie Nakamura- Director of Quality on 5 Jan 2024
Mahalo for taking the time to give us a 5-star review! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
my only complaint is that I believe a hotel of this caliber should provide complimentary coffee daily until 8:30 or 9am. Our hotel only provided this from 5-6:30am.
Stayed 7 nights in Dec 2023
Response from Barbie Nakamura- Director of Quality on 18 Dec 2023
Mahalo for the 10 out of 10! I appreciate the feedback about the coffee. I will share this with our Director of Food and Beverage. I know he will find this valuable. Wishing you a wonderful holiday season and hope you can return one day soon! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Jess

Stayed 7 nights in Dec 2023
Response from Barbie Nakamura- Director of Quality on 5 Jan 2024
Mahalo for the 5 star review! We appreciate you taking the time! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

PETER

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice resort. For 4ppl. Appx. $600/ day in food & beverages
Stayed 10 nights in Nov 2023
Response from Barbie Nakamura- Director of Quality on 11 Dec 2023
Mahalo for the excellent rating! it is so wonderful to know you had a great stay! I hope you can return one day very soon! With warm aloha, Barbie Nakamura Director of Quality

8/10 Good

Mark Daniel, Van Nuys

Liked: Cleanliness, staff & service, property conditions & facilities
Food and drink costs seemed high. Low flow showers were very low flow and very dissapointing. Other than that we throughly enjoyed our stay. We ahve been going there for years and will go back again..
Stayed 8 nights in Nov 2023
Response from Barbie Nakamura- Director of Quality on 11 Dec 2023
Mahalo for taking the time to give us a good rating. I also appreciate your feedback on the food and beverage costs. I will share your experience with our food and beverage director. I am excited to share that in 2024 we will be going through a property wide refresh and the shower heads will all be replaced. I hope you can return one day to see all of our great updates! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

ANALIZA

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was our first time in Kona and we fell in love with the place. We had a few hiccups on our first day with our room at Fairmont Orchid but the manager (I forgot her name) was quick enough to fix it and gave us a complimentary room upgrade and more! She made sure the we have the best stay possible. We had the best stay in Fairmont Orchid and we highly recommend it to our friends and family. We hope to stay here again!
Response from Barbie Nakamura- Director of Quality on 21 Feb 2024
Thank you so much for sharing your experience with us! We are thrilled to hear that despite a few hiccups on your first day, you had an unforgettable stay at with us during your first visit to Kona. We are delighted to know that our manager was able to swiftly address any issues you encountered and went above and beyond to ensure that you had the best possible experience. It's always our goal to provide exceptional service and make our guests feel truly valued and cared for. We greatly appreciate your recommendation to your friends and family. There is no higher compliment for us than knowing that our guests leave with fond memories and are eager to return. We look forward to welcoming you back to Fairmont Orchid in the future and creating more wonderful memories together. If there's anything we can do to make your next stay even more enjoyable, please don't hesitate to let us know. With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Abigale E

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice property
Stayed 8 nights in Nov 2023
Response from Barbie Nakamura- Director of Quality on 9 Dec 2023
Mahalo for your 5 star rating! We appreciate it! Happy to know you found our property nice! With war aloha, Barbie Nakamura Director of Quality

2/10 Terrible

DANIEL

Liked: Cleanliness
Stayed 5 nights in Nov 2023
Response from Barbie Nakamura- Director of Quality on 5 Jan 2024
Thank you for taking the time to provide a rating for your recent stay. We're sorry to hear that your experience did not meet your expectations, as reflected in the one-star rating.We value your feedback, and if there are specific details or concerns you would like to share with us to help us improve, please feel free to provide more information. Your satisfaction is our priority, and we appreciate your insights to ensure a better experience for future visits.We hope to have the opportunity to welcome you back in the future and provide a more positive and enjoyable stay.With warm aloha, Barbie NakamuraDirector of Quality

2/10 Terrible

Morgan

Stayed 2 nights in Dec 2023
Response from Barbie Nakamura- Director of Quality on 11 Dec 2023
I was so happy to be able to speak to you! Mahalo for taking the time. I am excited to welcome you back one day! Wishing you a wonderful holiday season! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Kyoung

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Liked private beach and service
Stayed 7 nights in Nov 2023
Response from Barbie Nakamura- Director of Quality on 5 Dec 2023
Mahalo for your excellent rating! We appreciate your review and happy to know you enjoyed the beach our service! With warm aloha, Barbie Nakamura Director of Quality

10/10 Excellent

Lorie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was beautiful and exceptionally maintained. All the staff we communicated with were exceptional. Friendly, helpful and knew the property and the area. I did have a rental car and parking on some nights was hard. I did feel very safe on the property so walking to my room after parking my vehicle was ok.
Stayed 5 nights in Nov 2023
Response from Barbie Nakamura- Director of Quality on 1 Dec 2023
We appreciate your sharing your experience for others. We are so happy to know how much you enjoyed your stay and that you found our team exceptional! I hope you can return one day very soon! With warm aloha, Barbie Nakamura Director of Quality