Ratings based on 1,383 Verified Reviews

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
3 out of 5
by A verified traveler from San Clemente CA

Posted Apr 22, 2017
Pros: The garden and all around the premises are very pleasant
Our room is on the side of the hotel that had no internet or erratic reception. I called the front several times during stay, The management did not resolve it until the last day that they offered a room on the upper floor. It was little too late. My e-mail accounts on my laptop crashed and I had to rebuild them one by one. I strongly believe that the management has known this issue for lower floor rooms. I suggest the hotel needs to make sure the issue is fixed before more guests are checked in. Internet was built into the $25 daily resort fee as it stated on the check-in pamphlet. Comparable hotels like Ritz Carlton, Four Seasons, Mandarin Oriental and Peninsular that I stayed before at their International sites do not charge extra for internet. This is the first time I stayed at Fairmont chain hotel. I had the impression this hotel was on the same level as the hotels I mentioned above. Before it is, I think it needs a lot of improvement before it can match up, for starter, hotel staff do not greet their guests on the hallways or along the garden paths or in the valet or concierge area, A couple of time I felt I was unwelcome. The shower stall is so small that I had hard time to move around considering I am an average size person. My bed definitely needs to be replaced, so soft from years of use and heard squeaking springs. Also the tile floor takes up most of the room space is aging.
5 out of 5
Recommended
for Everyone
by A verified traveler from Columbus, Ohio

Very Nice Hotel right on the Beach

Posted Apr 10, 2017
Pros: The view, laying in your chair with a close proximity to the ocean. Browns restaurant. Overall feel o the hotel..
Cons: Update rooms. Fix cardio machines.
Location: Lots of restaurants, shopping,sightseeing, hiking,biking.
I loved that I could turn my chair around face the water and view the mountains and feel the cool breeze. The grounds are meticulously kept up and staffers for the most part are very friendly. The rooms are a little dated and a little short on storage space (drawers) with very small showers (prepare to shave your legs in the tub) The exercise facility is plenty big enough but many of the cardio machines were under repair. Don't miss making a dinner reservation at Browns at 6. An absolutely beautiful sunset and the best prepared Ono I have ever had! Would I return again? In a heartbeat! Beautiful views, quiet very elegant. Stayed April 2-April 8 2017. Aloha
Comment from Hotel Management
Apr 11, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Thank you Sharon! We appreciate your feedback.
5 out of 5
Recommended
for Everyone
by A verified traveler from SF

Great place for kids and new parents....

Posted Apr 8, 2017
Pros: The staff at the Fairmont is open to comments and feedback and reacted well to any needs we had. They seemed attentive and courteous.
With their sandy waveless cove full of turtles, it was a small little nature paradise for our little girl. Major bonus, kids 5 and under eat free in most cases. The staff from the beach guys, to the wait staff, to the bell boys and the keiki camp (kids camp) were super kind and kid thoughtful. And the entire place/environment is set up to be safe, fun, relaxing and comfortable for kids and parents.
Comment from Hotel Management
Apr 11, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Mahalo for taking the time to share your feedback, we certainly appreciate it. Aloha!
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 6, 2017
Beautiful hotel on ocean, with free snorkeling gear st their lagoon, biking and very nice beach restaurants. Perfect
Comment from Hotel Management
Apr 6, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Thank you very much for your kind review!
5 out of 5
Recommended
for Everyone
by A verified traveler from Denver, CO

Perfect for a low labor vacation

Posted Apr 3, 2017
Pros: The staff were so nice and service oriented. One added bonus is that the hotel offers a hospitality room for showering after you check out.
Cons: I think the food was just ok. It was fine and we definitely ate at the resort most days but it wasn't extraordinary.
Location: A grocery store is just down the street. Kona is 30 minutes away. Hapuna Beach is 10 minutes away. It's a fantastic location!
The thing about the big island is that there is volcanic rock on pretty much every inch of coast, so you really have to drive to beaches UNLESS you stay here, where a sandy beach and incredible pool are just a 2 minute walk from your room. It was truly one of our top vacations ever.
Comment from Hotel Management
Apr 5, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Thank you so much Molly, we appreciate it!
4 out of 5
Recommended
for Everyone
by A verified traveler from london

Nice hotel.

Posted Apr 3, 2017
The hotel is very clean, comfortable, good location (right on the beach) and the staff are friendly. However there are too few staff and sunbed available for the massive number of guests. Have to wait to be seated for breakfast and often no sunbeds around the pool available (especially with shade on the beach). The sunbeds on the beach are poor quality. Have to pay extra for cabanas on premium spots (often empty due to high cost). Should increase the number of beds/umbrellas for general guests given resort fee already being paid. Great that snorkel gear, paddle boards and some local tours/activities are available for free.
Comment from Hotel Management
Apr 5, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Thank you for your candid feedback Sarah, we certainly appreciate it.
3 out of 5
by A verified traveler from Providence, RI

Lacking

Posted Mar 31, 2017
Pros: Location
Cons: Cleanliness, pricing more inclusionary
Location: Hapuna Beach is wonderful and right up the road! Horseback riding in Waimea Valley
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.
5 out of 5
Recommended
for Everyone
by A verified traveler from New Jersey

Great Hotel - Spectacular views

Posted Mar 20, 2017
Hawaii in general is expensive to visit. If you can afford it, this is the place to stay. Great hotel amenities, on site car rental and concierge to plan day trips. Spacious and clean rooms. Efficient, attentive, and friendly staff. Delicious food and restaurant options within, and my personal favorite, ocean views. I was in a partial ocean view room which to me had a perfect view, but really when going anywhere on the property you will have spectacular views. I wish we didn't have to leave. I highly recommend this hotel.
Comment from Hotel Management
Mar 22, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Aloha- Thank you so very much for your wonderful review!
2 out of 5
by A verified traveler

Posted Mar 17, 2017
Very expensive stay for a hotel that is nice, but not worth the price. The breakfast buffet served tater tots for potatoes!! and any time we have booked a stay at a nice hotel with expedia we end up in the back corner rooms with the worst view; this time overlooked the maintenance area of the hotel.
Comment from Hotel Management
Mar 22, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Aloha, Thank you for your feedback, we certainly appreciate it. Mahalo!
3 out of 5
Recommended
for Everyone
by A verified traveler from Fresno, CA.

Clean hotel close to the beach, terrible views

Posted Mar 15, 2017
Pros: Extremely close to the ocean.
Cons: Pictures need to be taken from the balcony, so we can clearly see the closeness. Customer complaints need to be taken as value..
Location: For Kona there are many things to sight see, or do in the water
First trip the the Big Island, the day was amazing until we walked into the room. I had asked (paid additional) for a ocean/garden view. The pictures on there web site were amazing! The view we got was of a walk way/ main hall into the hotel, everyone walking by or sitting in the viewing/sitting area had COMPLETE FULL view of our BED, & ROOM NO PRIVACY. We had to keep the shutters closed the whole time were there. The room was very nice but because of the lack of privacy we had to keep the shutters closed we never got to enjoy the late evening with the shutters open, no Hawaiian breeze, no romantic evening. I did contact the desk they said this is the garden/ocean view. I asked if we could move to a higher floor or other just garden view? was told they were fully book but could upgrade to a suite for an additional fee. We received text message re our stay. I tried to reach out via text but it was more misleading than helpful. On our 2nd night stay there was some sort of company function, reunion, awards happening this was located in the garden directly outside our room.. needless to say this was very disheartening.. it went on till about 10 pm, was very loud, we had the sliding doors and shutters closed with the tv on and could still hear the croud. we did leave for our evening out but did not expect to come back to the noise. Due to the closeness of this event those persons could also see right into our room. Very dissatisfied re the room.
Comment from Hotel Management
Apr 6, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Thank you for your candid feedback Dee. We apologize for the miscommunication as it relates to the information on our website. We will follow up with the front office team as it relates to your challenges with the Kipsu app. Mahalo.