Fairmont Orchid reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.0

5656 TripAdvisor reviews

TripAdvisor users rated this property 4 out of 5

Mostly great except check in and internet.

dans57 (St James, New York) on Jan 25, 2023

Great food and property. Painful check in and miserable 1990s speed internet. Checkin took 45 minutes with an intransigent front desk person. Internet was often down or so slow I couldn’t even get email. At the cost of the room per day and the resort free one does expect good internet.

TripAdvisor users rated this property 2 out of 5

No hospitality

CVHub on Jan 22, 2023

I was very disappointed they have discontinued their hospitality suite/services for departing guests. They have always had this before on multiple previous stays here. For a hotel of this level and quality, especially this location that is unacceptable and despite this being an otherwise nice hotel that is a dealbreaker and I won’t return. Many flights from Hawaii are evening flights so guests stay at the pool/beach/restaurant for the afternoon before catching flights. About 5 pm there was a line of unhappy guests waiting to change clothes in the single pool toilet stall without a shower or freshening up.

TripAdvisor users rated this property 5 out of 5

Dream trip

Simone H on Jan 22, 2023

I had the most magical stay at the orchid. It has been 20 years and I don’t know why it took me so long! They took of my every need. Bad water pressure? Fixed it in two hours. Need a massage? Done. Want tickets to luau? Done! I seriously was so so impressed. Everyone is super friendly. Wonderful rooms. Super comfy and felt so lovely to be away. Great beach. Good food. Just had a perfect time.

TripAdvisor users rated this property 5 out of 5

Amazing Experience will definitely be back!

Ahmed A on Jan 20, 2023

This has been an amazing experience so far. I was actually here for work and brought along the girlfriend to experience the Fairmont and big Island! Unfortunately was only here for a short time. James at the front desk took very good care of us and even checked us in a bit early. That was nice as we were excited to head over (2 hr dive) to the volcano national park to check out the lava at night. The pool and the beach were very nice as well! Make sure to swim out and go snorkeling. Really good margarita by the pool ?? btw! I and the girlfriend had dinner at browns and the food was not only good but Christian was very attentive and took good care of us! Kudos to him! All in all the staff was great and the grounds are fun and beautiful. Lastly the rooms here are very nice and the bed was super comfy! We will sure to be back here if we stay at big island.

TripAdvisor users rated this property 2 out of 5

a turn for the worse

Fearless784725 on Jan 17, 2023

I have been staying at the Fairmont almost every year since 2000 with a 3 year gap due to Covid. The location is still great, the rooms are still reasonably clean and well maintained. However, the level of service provided is slightly lower than in the past. HEre are some aspects that bothered us during our stay. The arrival was rather unpleasant. We came from the East Coast, arriving after a very long trip, very tired and very jet lagged. We had two kids, one of them 4 year old. This younger one, was so tired that he fell asleep in the car. When we arrived, I explain to the doorman that I want to go and check in, then come back and pick up the child in my arms to take him to the room without waking him up. He insisted that I cannot leave the car in the arrival area. I explained that my wife will stay in the car, ready to move it if necessary. Also, we had a lot of luggage that we needed help with and just loading those on a cart would take some time, presumably enough for me to get the room key. I went to the reception and checked in - which was very smooth and fast. By the time I came back, the doorman had chased my wife away even though no other cars had arrived. This was really frustrating since now I had to wake up my 4 year old and have him walk all the way from the parking lot. There was no reason for this since no other cars had arrived in the meantime. In the past, we were always afforded a few minutes to unload, especially if someone stayed with the car. The attitude and behaviour of the personnel this time, was very unkind to say the least. Not what we had used to experience at Fairmont. In the past, the hotel used to provide small soaps and small bottles of shampoo and conditioner. Now those have been replaced by big bottles that are actually screwed into a fixed support in the shower. I guess that prevents guests from taking some a couple of the small bottles. However, when you run out of shampoo for instance, you can only discover it while you are in the shower and all of a sudden, nothing comes out of the bottle anymore. Ok, you get out of the shower, call the reception, wait until somebody brings a new bottle and then - get this- they have to actually come into the shower to install the new bottle. In the meantime, you are naked and wet, wrapped into the bathrobe and waiting for the maintenance person to secure the new shampoo bottle such that the administration is sure you are not going to take it home. The experience was repeated two days later when the conditioner ran out and, again, I had to get out of the shower and wait naked and wet, until the maintenance person comes into the room and into the shower to screw the new bottle on. Overall, the experience does feel like a road side motel rather than a luxury hotel. Another big unpleasant surprise was the fact that the hotel does not offer complimentary rooms to change. Most flights to the mainland leave in the evening, many late at night. Because of this many people want to spend the day on the beach. In the past, the hotel will allow you to use a room for 30 minutes in order to take a shower and change. They do not do that anymore. Instead, they charge $200 to stay in your room until 6pm. I guess that improves their bottom line but - again - it feels like they are trying to extract more money. Finally, the activities offered in the past, did not seem accessible anymore. We tried to book some activities from the very first day. In the past, you would just call the concierge who would write your name(s) down for whatever activity you wanted that still had spots available. Now, you are supposed to go to a web site and book there. That website sucks big time. During a stay of over 8 days, we were not able to book a single activity. It would show the activity as available, you would try to change the number people, then click to book and they it said the activity was not available anymore. This was a daily frustration. Finally the day before we left, we managed to book a short canoe ride for the next day. The canoe ride was scheduled for 12:30pm, so we kind of planned our last day around it. However, when we showed up for the activity, they told us that we did not have a booking. That was a huge disappointment for the kids and additional frustration for us. Unless they want to eliminate the concierge desk altogether, I don't understand why they replaced the old system, when a human being writes down the name of the people booking as the reservations come in. Note that with the new system, there is no way to check whether you are actually booked or not.

View All