Posted Mar 31, 2017
My husband, son, and I stayed at the Fairmont Orchid for 5 days in March 2017. We had the expectation that the hotel would provide excellent customer service and would be a luxury resort. We had stayed at Fairmont Hotels before and had good experiences. When we checked into our room, we immediately noticed stains on the toilet, so we called the front desk. They immediately sent someone up to clean, but did not apologize. We then went to dinner at their beachfront casual dining restaurant, Hale Kai, and ordered simple dinners. It took almost an hour for our meals to get to the table and then our 7 year old's burger was practically raw. At that point, we were exhausted from our travels, and I took my son right back to the room (hungry and tearful). My husband stayed back to have them re make the meal and they did take it off the check, but that was about it. To make a long story short, this was the basic service we received during the trip. We also felt a bit "nickle and dimed", having to pay extra for special pool seats, pool/beach gear, exercise classes, etc. The luau had excellent entertainment but the food was typical tasteless buffet for a very high price. Also, went to use the steam room in the spa and the area was cramped and in need of renovations. Next time we visit the Big Island we will either do an Airbnb or visit the Four Seasons.