Ratings based on 1,389 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
5 out of 5
Recommended
for Couples
by A verified traveler from San Jose, CA

BEST RESORT ON THE BIG ISLAND

Posted May 8, 2017
Pros: The service, the grounds, the cove, pretty much everything
Cons: Nothing, don't change anything. If it ain't broke, don't fix it.
Location: There's a couple sandy beaches nearby. Shopping/restaurants really close by. But it's also perfectly far away enough from the city and airport
From the moment you arrive you are treated like a king/queen. Any issue or request you have are taken care of like you're the only one there. The service is second-to-none and the grounds and landscaping are stunning. We will not stay anywhere else on the Big Island, Fairmont Orchid is where you want to be!
5 out of 5
Recommended
for Everyone
by A verified traveler from California

Must stay!

Posted May 2, 2017
Beautiful views. Wonderful customer service. Fantastic amenities. Right on the water. Delicious food. Amazing spa experience.
Comment from Hotel Management
May 4, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Thank you Lisa! This made our day!
4 out of 5
Recommended
for Everyone
by A verified traveler from Seattle

Nice upscale hotel that's starting to show its age

Posted Apr 28, 2017
The staff, beach, spa, pool, and grounds all shine. The rooms however are starting to show their age. Our sink gurgled and backed up (maintenance was awesome and fixed it within 20-30 minutes), the hard wired night light in the bathroom worked sporadically, the caulk around the sink and where the floor tiles meets the base tiles needs some love, the shower stall is small, the tub doesn't invite a long soak, and the frame around the mirror in the main hotel room is made of a material that deeply collects dust (it looked cobwebby if you looked close so don't! I'd hate to try and clean that frame). It is a great property, with exceptional staff, that is looking for a light face lift in the rooms to match the quality of the rest of the property.
Comment from Hotel Management
May 1, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Aloha Chris, Mahalo for taking the time to share your feedback, please accept our apologies for the condition of your room, we will most definitely look into it with the appropriate teams. Mahalo.
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.
Comment from Hotel Management
Apr 24, 2017 by Fairmont Orchid, Hawaii, Hotel Management
Mahalo for your candid feedback Matthew. Should you wish to discuss your concerns further, please contact us directly.
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
May 3, 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
May 3, 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
May 3, 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
May 3, 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.