Ratings based on 1,311 Verified Reviews

They paid and stayed. We double-checked.
4.5 out of 5
93% of guests recommend
4.7 Room cleanliness
4.6 Service & staff
4.6 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
4 out of 5
by A verified traveler from new jersey

Very nice hotel, far away from volcanos

Posted Dec 1, 2016
Pros: Beutiful setting
Cons: More variety of restaurants
Location: Far away from many island sites
Easy check in and staff were very friendly! Brown's deli had great 100% Kona coffee and a nice variety of breakfast sandwiches
5 out of 5
by A verified traveler from San Francisco

Beautiful, cozy, and great friendly service.

Posted Nov 30, 2016
Pros: - Spacious and cozy room with ample space for a lanai (nice view too) - Pool and hot tub are massive - Nice restaurants - Concierge James rocks
Cons: - We hoped tennis racquets were available for rent - Hot tea, juice, or towel at arrival would be nice
Location: Sunny location, 30 mins from the airport, near Hapuna & Mahai‘ula beach, snorkeling at the hotel beach is surprisingly good, a turtle sanctuary!
We just came back yesterday from a 7-day stay at the Fairmont Orchid and we loved every single day we were there. Our partial sea view room was very comfortable and spacious for two people. We could only see the water if we came out to our lanai but we didn't mind that at all since our view of the mountain side (golf area) was pretty spectacular every morning. The beach amenities were great, we were surprised by the great snorkeling we had just at the hotel. It was basically a turtle sanctuary and swam with about 2-3 big green turtles on a single trip. Beautiful fishes around the area too, but be careful of the lava rocks underwater as they are super sharp - almost glass like. I scratched my knee and it bled like hell when i got out. Staff was very helpful and provided first aid kit. We have to mention too that James from the concierge recommended us the best tours we've ever had. A dolphin/turtle snorkel in the morning and a Manta Ray snorkel at night. They were both pretty pricey but definitely worth every penny. James made us feel comfortable on going on each tours even though me and my bf were not great swimmers, and he gave us tips and what to look forward to. He's such a warm friendly guy and felt like we were talking to a local friend who is genuine. I definitely recommend talking to him on your tours!
4 out of 5
by A verified traveler from US

Family Friendly

Posted Nov 27, 2016
Pros: Lovely setting with tropical gardens and waterfalls. Beach and easy snorkeling access. Food high quality, delicious. Friendly staff. Lots of activitie
Cons: Hot tub small, murky and filled with little kids-need at least one more for a resort this size. Move beach massage or block off area to foot traffic.
Location: About 30 minutes to airport 40 to town. Recommend rental car. Visit Hilo, green and black sand beaches. Snorkeling a must. Watch sunset at observatory
Beautiful grounds, huge pool, lovely swimming beach. Amazing snorkeling just past beach, saw multiple sea turtles, lots of colorful reef fish. Suite was nice, but not really an "ocean view" as described on website (could kinda see it if you looked at just the right spot and squinted). Had good meals at all the resort eateries, service friendly and efficient. Lots of kids here, from babies to tweens, so if you're looking for a romantic get away for couples I'd look elsewhere (even most exclusive restaurant filled with crying babies). Nice spa but forget massage on beach if you want privacy/quiet - cabanas right next to sidewalk; there are signs asking people to be quiet but this request is completely ignored. Don't ask for deep tissue massage unless you're prepared to be in pain - therapist injured my back, husband's therapist injured his shoulder.
5 out of 5
by A verified traveler from Niagara Falls

Great Service!

Posted Nov 22, 2016
Friendly helpful staff and great facilities. Swimming with turtles was a special treat. Guided hike was good too. Pool open 24/7 which was great when you are adjusting to time difference. Great location to explore north and west if island.
Comment from Hotel Management
Nov 24, 2016 by Fairmont Orchid, Hawaii, Hotel Management
Thank you Kent!
3 out of 5
by A verified traveler from JAPAN

Posted Nov 19, 2016
Pros: 清楚な雰囲気 ビーチ
Cons: 往復の空港送迎があればいいと思います。
もう少し、部屋の特に浴室の掃除をきれいにお願いしたいです。 髪の毛が残っていました。 早朝の庭掃除の機械の音も少し気になりました。 ホテル周辺の紹介インフォメーションもほしかったです。
4 out of 5
by A verified traveler from US

Lovely Respite

Posted Nov 7, 2016
Pros: Staff was wonderfully accommodating and would go out of their way to help you - above and beyond.
Cons: My room wasn't ready when I arrived despite the fact that i called in to say when I was arriving. I paid to "upgrade" to an "ocean" view and that really was a joke. Completely NOT worth the money and it was VERY far from the convention area.
Location: It's a remote island and the town was ~30 minutes away from hotel. There was a small shopping center close by to pick up a few things.
Comment from Hotel Management
Nov 9, 2016 by Fairmont Orchid, Hawaii, Hotel Management
Mahalo for your feedback Diana.
5 out of 5
by A verified traveler from US

Posted Nov 5, 2016
Beautiful resort and spectacular snorkeling beach .
5 out of 5
by A verified traveler from Oelde

Excellent facilities.

Posted Nov 4, 2016
Cons: This is a huge Resort. Be aware of many people at any Time.
Spacy and clean rooms. All what you expect from a 5 Star Resort. Nice Beach with corals and Sea turtels.
2 out of 5
by A verified traveler from US

Hotel Staff is Rather Awful and Penny Pinch You

Posted Oct 29, 2016
Pros: Maid staff was very nice. Grounds were nicely kept. Beach area was nice.
Cons: Hotel staff was awful. Rudy and David were nice though. We ate breakfast here and it was $66 not including tip and food was ok at best so be prepared.
We went to the local grocery store and came back with a couple of bags. The greeter offered to put our groceries on a cart and promised to have them brought to our room. I self parked the car and after coming back and waiting (15 minutes total) nobody was around and our cart was still sitting in the lobby. I went ahead to grab the cart and to take the groceries back myself as it was 92 degrees outside and we had some refrigerated items that I didn't want to spoil. As we were waiting on the elevator, a woman from the outside front desk came over and informed us that we weren't allowed to use their carts. She helped us unload our groceries onto the floor and took the cart away. She didn't offer to take the cart to our room or apologize for abandoning our $100+ worth of groceries in the lobby or the middle of the hotel. This left us having to carry our bags by hand in 92 degree weather as we were only halfway back to our room. About 3/4 of the way back, we had to sit down some of our groceries and come back for them as we couldn't manage to carry everything. To me, this is terrible customer service. The outside front desk woman took their rules literally and didn't offer to help in any way other than to offload our groceries. To me, this is also a sign that the Fairmont Orchid doesn't want their guest eating breakfast or lunch in their rooms. These bad experiences caused us to mainly use the hotel for sleep and the pool to avoid giving any additional money.
Comment from Hotel Management
Nov 4, 2016 by Fairmont Orchid, Hawaii, Hotel Management
Aloha Bryan, We have shared your feedback with the appropriate departments and apologize for your experience. Should you wish to discuss this matter further, please do not hesitate to contact us directly. Mahalo.
5 out of 5
by A verified traveler from Lodi, CA

The Fairmont Hotel is the best !

Posted Oct 29, 2016
Pros: Room service ! Everything was fantastic!!!
Cons: Being a smoker the designated areas were not user friendly, small bench and poorly lighted and others had no seats at all.
Location: Sense this was our anniversary we found plenty to do! We rode bikes. Walked on the beach and soaked up the sun by the pool.
The rooms are magical and extremely comfortable !! As well as the staff - professional and kind. The trip exceeded our expectations in many ways!!!
Comment from Hotel Management
Nov 4, 2016 by Fairmont Orchid, Hawaii, Hotel Management
Thank you very much Jewels!