Fairmont Orchid - Hawaii 5 stars

Customer review rating 4.5/5 4,979 reviews
Fairmont Orchid - Hawaii
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+ 23 Services
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Hotel extras

  • Tranquil lagoon with white sand beach

  • Oceanfront sunset dining at Brown's Beach House and Hale Kai

  • 10,000 square foot oceanfront pool

  • Hui Holokai beach club with ocean activities

  • Spa Without Walls featuring outdoor treatment spaces - waterfall hale and oceanfront cabanas

Services in the hotel and nearby

Check-in from 16h00

Check out up to 11h00

Paying

Services and practical information
  • WIFI/Internet Access
  • Parking
  • Accessibility for people with reduced mobility
  • Pets allowedPaying
  • Childrens Club for 6 to 12 years
  • 100% non-smoking hotel
  • Air conditioned
  • Dry cleaning / Ironing
  • Cash machine
  • Porter
Leisure and activities
  • Swimming pool
  • Fitness centre
  • Well-being
  • Childrens Club for 6 to 12 years
  • Golf (Nearby)
  • Tennis
  • Beach and water sports
  • Bicycles rental
Catering
  • 5 restaurant(s)
  • 3 bar(s)
  • Room service
Business services
  • 1 meeting room(s)
  • Congresses/conventions

Hotel location

Fairmont Orchid - Hawaii

1 North Kaniku Drive
Kohala Coast
96743
hawaii
united states

Tel: +18088852000

Fax: (+1)8088855778

Contact email

Check-in from 16h00

Check out up to 11h00

  • By plane

    HILO INTERNATIONAL AIRPORT At 112.65km / 70 miles

  • By plane

    KONA INTL AT KEAHOLE AIRPORT At 30.58km / 19 miles

GPS :19.951222, -155.859672

Our accommodations

The Fairmont Orchid resort offers 540 spacious guest rooms and luxury suites which echo the warmth and serenity of Hawaii Island and offer tropical garden, partial ocean or oceanfront views from a private lanai. Fairmont Gold is our exclusive lifestyle hotel experience, commanding the entire top (6th) floor of the North Tower. Make yourself at home in the Fairmont Gold lounge, where you can enjoy beautiful views and special privileges including deluxe breakfast,

Fairmont Garden View King NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Garden View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Partial Ocean View King NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Partial Ocean View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Ocean View King NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Ocean View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Deluxe Ocean View King NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Deluxe Ocean View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Ocean Front Room King NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Ocean Front Room Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Gold Garden King NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Gold Garden Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Gold Ocean View King NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Gold Ocean View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Gold Premium Ocean King

  • Max. number of persons: 2
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Gold Premium Ocean Queen Queen

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Garden View King Accessible

  • Max. number of persons: 2
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Garden View 2 Queens Accessible

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Partial Ocean view 2 Queens Accessible

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Ocean View 2 Queens Accessible

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Gold Ocean View 2 Queens Accessible

  • Max. number of persons: 4
  • Area: From 48
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Gold Premium ADA

  • Max. number of persons: 4
  • Area: From 51
  • Bathrobe
  • Coffee/tea making facilities

Executive Suite Garden View King NS

  • Max. number of persons: 4
  • Area: From 98
  • Bathrobe
  • Coffee/tea making facilities

Executive Suite Ocean View King NS

  • Max. number of persons: 4
  • Area: From 98
  • Bathrobe
  • Coffee/tea making facilities

Executive Suite Ocean View Queen Queen NS

  • Max. number of persons: 4
  • Area: From 98
  • Bathrobe
  • Coffee/tea making facilities

Ocean Front Suite King NS

  • Max. number of persons: 4
  • Area: From 137
  • Bathrobe
  • Coffee/tea making facilities

Ocean Front Suite Queen Queen NS

  • Max. number of persons: 4
  • Area: From 137
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Gold Ocean View Suite King NS

  • Max. number of persons: 4
  • Area: From 98
  • Bathrobe
  • Coffee/tea making facilities

Fairmont Gold Ocean View Suite Queen Queen NS

  • Max. number of persons: 4
  • Area: From 98
  • Bathrobe
  • Coffee/tea making facilities

Presidential Suite South Tower King NS

  • Max. number of persons: 4
  • Area: From 347
  • Bathrobe
  • Coffee/tea making facilities

Presidential Suite North Tower KG

  • Max. number of persons: 4
  • Area: From 299
  • Bathrobe
  • Coffee/tea making facilities
Accessible room

Executive Suite Garden View King Accessible

  • Max. number of persons: 4
  • Area: From 98
  • Bathrobe
  • Coffee/tea making facilities
Accessible room

Executive Suite Ocean View ADA

  • Max. number of persons: 4
  • Area: From 97
  • Bathrobe
  • Coffee/tea making facilities
Accessible room

Fairmont Gold Suite ADA

  • Max. number of persons: 4
  • Area: From 97
  • Bathrobe
  • Coffee/tea making facilities

Our restaurants and bars

BROWNS BEACH HOUSE

Type of cuisine: Regional

The AAA Four Diamond award-winning Brown's Beach House is the place for a quintessential island fine dining experience located just steps from shore. Innovative, Hawaii Island inspired cuisine is drawn from simple, local, fresh flavors.

Dinner

17:30 - 21:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

HALE KAI RESTAURANT

Type of cuisine: Regional

With the warmth of Aloha, welcome to Hale Kai Restaurant. Days are spent enjoying time with the sea, sun and friends. Located poolside, Hale Kai is the perfect venue for a most refreshing lunch, afternoon sunset or evening dinner.

Lunch

11:00 - 17:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

17:00 - 21:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

BROWN'S DELI

Type of cuisine: Cafe

Brown's Deli offers breakfast and lunch items delicatessen style with island flair to enjoy at outdoor tables or wander down to the beach.

Lunch

06:30 - 17:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Binchotan Bar and Grill

Type of cuisine: Japanese

Binchotan: Bar & Grill is a gathering place for friends and family to enjoy a fresh take on Asian cuisine. Our menu features the time-honored tradition of grilling meat, seafood and produce over an open flame. Shared plates, handcrafted sushi and grilled

Dinner

05:30 - 21:30

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

ORCHID COURT

Type of cuisine: Regional

Orchid Court serves the premiere breakfast on the island offering a sumptuous rotating buffet menu and a tempting selection of à la carte items perfect for the dawn patrol or late risers alike.

Lunch

06:30 - 22:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Binchotan Bar & Brill

Photo non contractuelle / Strictly non binding

Binchotan's full service bar showcases artisan cocktails, premium sake and a vast collection of whiskey. We invite diners to indulge in a flavorful feast as they raise a glass of Muay Tai to toast the most glorious sunsets over the Kohala Coast!

LUANA LOUNGE

Photo non contractuelle / Strictly non binding

Luana Lounge features tropical libations and perfect sunsets complemented by Big Island artists' creations. The lounge features indoor-outdoor seating areas, as well as an inner bar and lanai overlooking the grounds and the blue Pacific.

KAHAKAI BAR OCEANFRONT

Photo non contractuelle / Strictly non binding

This beachside bar features a Polynesian-style thatched roof, refreshing trade winds and sweeping views of Mauna Kea and the blue Pacific. A variety of tropical libations and mouth-watering pupu (appetizers) are served.

Your meetings and events

Our meeting rooms

  • Number of meeting rooms: 1

  • Maximum size: 1,301

  • Maximum capacity: 1,178 people

Find out more

Our guest reviews for
Fairmont Orchid - Hawaii

100% genuine reviews from our guests

Find out more

ALL Rating 4.5/5

4,979 reviews

Customer review rating 4.5/5

G. Couples - 17/02/2020 Confirmed reviews ALL

Every single employee was so friendly! Beautiful location and resort. Rooms were very clean. The bed and pillows were very comfortable. I love how you can self park for free.

Aloha Mr. Grossman, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and more importantly the service from our friendly colleagues! We hope to see you again very soon. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Not a good Fairmont experience

Customer review rating 4.5/5

Thomas G. Families - 14/02/2020 Confirmed reviews ALL

Let me do a quick summary of the issue. I was looking to take a canoe out with my father and was told they were waiting out a weather issue that was reported. I was told by the watersports staff that the weather did not look bad and keep checking back. I did continue to check back and was told that I could likely go out. When I came back for a 3rd time as requested the staff asked a 3rd person and they said probably not now and to check back again in 30 minutes. I asked for the manager and after about 15 minutes Wailana, Supervisor of Recreation came down and told they were not allowing canoe’s out at all today and that decision was made earlier. Frustrating as I had been back 3 times and either she was lying or misinformed. The biggest issue I am writing about is she had security with her with a large man standing 2 feet from me. For me it was intimidating and inappropriate. It was just myself and my 78 year old father and we were just inquiring about a canoe and had never even raised a voice.

Great service and staff

Customer review rating 4.5/5

William C. M. M. Business - 14/02/2020 Confirmed reviews ALL

Great service and staff are the Hallmarks of a great experience. The Fairmont Orchid does not disappoint in either area. This is our organizations' 13th time to the Orchid and it again met all of our expectations. The physical beauty of the surroundings and the well maintained facilities are just the beginning when you visit the Orchid. Having had the privilege of coming here as many times as I have I feel like the staff is part of my extended family. It is always a great feeling when you arrive not only to be acknowledged as a guest, but a good friend. My wife and I feel like we are coming to our second home from the moment we arrive to the moment we leave.

Aloha Mr. C., Thank you for taking the time to complete a survey following your recent stay at Fairmont Orchid and to be of service to you and your group for the 13th time! We are delighted you and Mrs. C. had another enjoyable visit and thank you so much for recognizing Carolina, Caroline, Joe, Hugh, Devin, Maria and Jasmine, as well as Charles. We very much look forward to warmly welcoming you again to your second home at the Fairmont Orchid to visit your 'ohana! Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Beautiful hotel

Customer review rating 4.5/5

Anonymous Business - 13/02/2020 Confirmed reviews ALL

Helpful and friendly staff with spectacular grounds.

Aloha, Thank you so much for a wonderful review! We hope to see you again very soon. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Comfortable; excellent service prrsonnel.....

Customer review rating 4.5/5

Tom M. Business - 13/02/2020 Confirmed reviews ALL

Medical meeting sponsored by Mayo Clinic functioned smoothly without any untoward problems

Aloha Mr. M., Thank you for taking the time to complete a survey following your recent stay at Fairmont Orchid. We are delighted you enjoyed a comfortable stay with us and very much look forward to warmly welcoming you again to Fairmont Orchid should your travels bring you back to Hawaii Island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com
Customer review rating 4.5/5

Utta S. Families - 12/02/2020 Confirmed reviews ALL

BEST in EVERYTHING! ❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️ Service ❤️ Food ❤️ Location ❤️

Mahalo Utta!!! Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com
Customer review rating 4.5/5

Joni Business - 12/02/2020 Confirmed reviews ALL

I had a wonderful experience. The staff were very helpful and informative. Our room was kept clean with fresh towels daily. I accidentally left something in my room when I left and it was found and mailed to me in a timely manner. I was very pleased, and would definitely return again in the future.

Aloha Joni, Thank you for taking the time to complete a survey following your recent stay at Fairmont Orchid. We are truly delighted you had a wonderful experience with us and very much look forward to warmly welcoming you again to Fairmont Orchid! Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

It was wonderful

Customer review rating 4.5/5

Heather M. Families - 12/02/2020 Confirmed reviews ALL

Have stayed there twice.

Aloha Ms. M., Thank you for a great review about your recent stay! We are delighted that you had another wonderful visit and we very much look forward to warmly welcoming you again to Fairmont Orchid should your travels bring you back to Hawaii Island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Some exceptional, some parts not so great.

Customer review rating 4.5/5

Ksd Couples - 12/02/2020 Confirmed reviews ALL

Service and staff are wonderful. Spa, rooms, halls need complete update.. Food varied. Breakfast was wonderful but Brown House steak was exceptionally tough.

Aloha, Thank you for taking the time to complete a survey regarding your recent stay at Fairmont Orchid. Your feedback is greatly appreciated as it provides us a valuable opportunity to measure how well we are meeting the expectations of our guests. We are delighted that overall you enjoyed your visit, and more importantly the service you received from our staff. We do apologize however for a disappointing Brown's Beach House dinner experience, and rest assured we have shared your feedback with our culinary team at Brown's. As well, we apologize for the ants and the gecko in your room, and have shared this as well with our Housekeeping team. We do everything we can to control unwanted pests, including regularly treating the exterior of all buildings and interior of all guest rooms. Thank you for choosing to stay with us and we hope to have the chance to welcome you back to our home when you are on island to provide you with a completely positive experience. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

The service was fine but the hotel is looking a bit run down and becoming a bit shabby. Also, trying to redeem Accor points was a real hassle.

Customer review rating 4.5/5

Anonymous Couples - 12/02/2020 Confirmed reviews ALL

We enjoyed a 14 night stay at the Fairmont Orchid where the service was very good except for the effort it took for us to be able to redeem 14,000 Accor points. If not for the very special efforts of a very helpful desk clerk (Efrelkyn), we would not have been able to use the points. Other desk clerks and the PM manager told me they could help me on this effort, but as far as I could tell, they did nothing! Overall, the service at the hotel is very good. We were particularly impressed with the woman who provided our daily housekeeping services (Salvy took very good care of us) but the hotel is really showing its age and is beginning to look a little shabby. The cushions on the pool furniture looks old, worn and dirty. The outdoor tables and chairs at Brown's are in terrible need of refurbishing and the upholstery on some of the lobby chairs is looking pretty sad. The carpets in some of the public areas looks a bit soiled and are literally sliding off their padding. Even the rooms are slipping into a slump. We had to have our toilet serviced our first night and one of our bathroom sinks unclogged on the third day of our stay. The makeup mirror would not hold its position, the carpeting is looking bit "used" and even the sliding screen doors to the balcony did not close completely at the bottom of the doors. We have stayed at the Fairmont for two weeks stays during each of the last 4 or 5 years and have observed that there appears to be minimal investment in the hotel over that timeframe. Considering the Fairmont's premium pricing, we are beginning to expect more. We belief the newly refurbished Mani Lani will give the Fairmont some stiff competition because the Fairmont WAS a truly premium property (and can be again) but it needs some investment and TLC.

Great Stay!

Customer review rating 4.5/5

Anonymous Families - 12/02/2020 Confirmed reviews ALL

Wonderful hotel, elegant and perfect amenities for guests to enjoy Hawaii!

Aloha, Thank you for taking the time to complete a survey following your recent stay at Fairmont Orchid. We are delighted you had a great stay with us and very much look forward to warmly welcoming you again to Fairmont Orchid! Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Beautiful Property

Customer review rating 4.5/5

Leanne C. Couples - 11/02/2020 Confirmed reviews ALL

The setting can not be matched. The hotel is in need of some updates and has definitely become less polished and pristine over the years (grounds and interiors), especially since the new ownership occurred. Service is wonderful and staff on the Gold Floor were exceptional. This is my 14th stay, but I am not sure if there will be another. It was not as special as in the past. I feel like just another guest with the new loyalty program.

Aloha Ms. C., Thank you for taking the time to complete a survey regarding your recent stay at Fairmont Orchid. Your feedback is greatly appreciated as it provides us a valuable opportunity to measure how well we are meeting the expectations of our guests. Ms. C., we appreciate your kind ratings and wonderful comments about our Fairmont Gold staff, despite your disappointment with the hotel's structure. I'm pleased to share that we have several planned enhancements to our rooms, public areas as well as the Spa/fitness. Thank you for choosing to stay with us once again and we hope that we may have the chance to welcome you back to see the upcoming changes. Please do not hesitate to reach out to me directly so that I may assist with future arrangements. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Relaxing Reaort

Customer review rating 4.5/5

Ns A. Families - 11/02/2020 Confirmed reviews ALL

Not a whole lot to do in the area, except enjoy the quiet serenity of the exceptional rooms and grounds. Great place to go for relaxing, napping, drinking and watching the sunset.

Aloha, We very much appreciate your comments regarding your stay at the Fairmont Orchid - Hawaii. It sounds like you had a very relaxing stay with us! It is always a pleasure to receive positive feedback. I will share your comments with our team, especially Aida in Housekeeping who took care of your room. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Beautiful resort, wonderful staff, perfect vacation

Customer review rating 4.5/5

Janet K. R. Couples - 11/02/2020 Confirmed reviews ALL

We return each January and truly enjoy our stays. On the Gold floor, Elizabeth, Keisha, Hiato, concierge exceptional, Ida & Estella, wonderful efficient housekeepers, Cafe staff, Nerly, Corey, Chris all so friendly and helpful. Plus the entertainment, Neno, Tommy on the terrace were so good! Also, serve the best mai tais in the Islands! A 10 all the way around!

Aloha Ms. Kerber R., Thank you for taking the time to complete a survey following your recent stay at Fairmont Orchid. We are delighted you had another enjoyable visit! Thank you for recognizing our wonderful staff - Elizabeth, Keisha, Hayato, Nerlie, Corey, Chris, Aida and Estella for their great service. We will make sure they are recognized! As well, we're glad you enjoyed the music played by the talented Tommy and Nino. We are very much look forward to your next stay in January 2021! Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Good room location

Customer review rating 4.5/5

Russell F. Business - 11/02/2020 Confirmed reviews ALL

We had a great stay however every morning while trying to enjoy breakfast on the balcony there was a yoga class right in front of my room. We had no privacy. Can't they use a different location for their class rather than right in front of guest rooms?

Aloha Mr. F., Thank you for taking the time to complete a survey regarding your recent stay at Fairmont Orchid. Your feedback is greatly appreciated as it provides us a valuable opportunity to measure how well we are meeting the expectations of our guests. We are delighted that overall you had a lovely visit It is certainly wonderful to know that you enjoyed the hotel and our facilities. We appreciate the kind ratings despite the disturbance you experienced with the daily morning yoga class. This has certainly been shared with our Spa team for their review of the possibility of an alternative location for the class. Thank you for choosing to stay with us and we hope to have the chance to welcome you back to our home when you are on island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Your final bill and statement was and still is so wrong! Overcharged and difficult to get corrected!

Customer review rating 4.5/5

Lanee B. Business - 10/02/2020 Confirmed reviews ALL

At your sushi restaurant I told them I was allergic to MSG upfront before we sat down and told our waitress. She told us what foods exactly to avoid and that “everything else is fine”. I woke up at 3 in the morning with all my usual symptoms of my MSG food allergy...migraine, puffiness, nauseated and felt sick for 3 days. Although our waitress was friendly ...the service ended up bad at the restaurant because after we received our main dishes we never heard from or saw our waitress again. I heard her apologizing to another table BEFORE we ordered. There was a table of about 8 people she just stayed at for 20 minutes. We asked a busser to get her attention as we wanted our bill. She looked our way and just stayed at that table. Finally we walked to the front of restaurant and talked to a manager, explaining what happened and that we were leaving after waiting about 20 minutes after we finished eating w NO ATTENTION. Also we put in writing and requested ALL OUR LINENS AND PILLOWS TO BE REPLACED as there was a diarrhea smell in the bed. Horrible smell! The maids did not do this and on our final day we called in a cleaning supervisor who witnessed the smell and apologized that the maids that did not report this to them. We were told at check out we should have reported to front desk instead. But you should have a system in place that maids immediately report problems Iike that to their management for resolution. I was feeling ill those days from the MSG. Your billing and invoice of our stay charged is so ambiguous that figuring out what’s real and what’s not is very difficult. After spending a total of TWO AND HALF hours with Estrella Suenaga and Nicolas to straighten this out AND you still are overcharging for items not agreed to. We don’t appreciate the time waistline confusion and it feels like a game. This has tainted our whole stay at Fairmont Orchid. To this day we have been charged for TWO massages, when we only agreed to a received one. And our breakfasts were supposed to be included. We were trying to celebrate our 29th anniversary at your lovely resort. There were some nice anniversary touches we received from you and we appreciated that. But the bill being so wrong and how hard and long it’s taken get it adjusted has TAINTED our whole visit with you. When I get back and get settled I will be leaving negative reviews on Trip Advisor and YELP and anywhere else that I can to warn people off. It should not be like pulling teeth to get a correct final invoice and statement from Fairmont Orchid. We could of but did not take advantage of the 5 night free program. Your room prices are very high to have this horrible level of service.

Aloha Mr. and Mrs. B., Thank you very much for taking the time to share your comments regarding your stay at the Fairmont Orchid - Hawaii. I was very troubled to read your review and learn that you still have concerns with charges on your bill. I would be happy to try again and help get this figured out and correct whatever is not accurate for you. Would you like for me to give you a call tomorrow to discuss further? Our relationship with our guests is of paramount importance. I certainly hope that I am able to help bring some final closure to these concerns for you. I look forward to hearing back from you soon! Mahalo, Nicholas

A very relaxing resort. All I wanted to do was relax there, soaking up the wonderful atmosphere

Customer review rating 4.5/5

D. B. Business - 09/02/2020 Confirmed reviews ALL

Mayo cardiology meeting in the morning. Relaxed waterside, poolside, or on the room balcony the remainder of the time. Also used your gym. Best hotel/resort gym I've ever experienced. Best breakfast buffet I've ever experienced. Food offerings at the meeting were very good. However, the room refrigerator did not work. Upon notifying the front desk it was promptly replaced. Still was so-so in temperature. I asked others at the meeting if their refrigerators worked and they said "barely." Also, the room toilet flushed poorly. Had to stand holding the flush handle down for 20 sec to get a complete flush. Others at the meeting reported the same.

Aloha Mr. B., Thank you for taking the time to complete a survey regarding your recent stay at Fairmont Orchid. Your feedback is greatly appreciated as it provides us a valuable opportunity to measure how well we are meeting the expectations of our guests. We are delighted that you had a relaxing visit, albeit with meetings in the morning, and enjoyed workouts at our gym, and our breakfast offerings. We do however apologize for any inconvenience with the toilet in your room as well as the mini refrigerator. Please know we have shared this with our maintenance team to ensure they are completely repaired. Thank you for choosing to stay with us and we hope to have the chance to welcome you back to our home when you are on island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com
Customer review rating 4.5/5

Anonymous Families - 09/02/2020 Confirmed reviews ALL

Very relaxing. I would defintely stay at the Fairmont again. The staff were so friendly. Always a smile on their faces. Impressive!

Aloha, Thank you for completing our survey and we're ecstatic you had a relaxing visit! More importantly, thank you for recognizing our friendly staff; we are very lucky to have them. We very much look forward to warmly welcoming you again to Fairmont Orchid should your travels bring you back to Hawaii Island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Overall nice vacation

Customer review rating 4.5/5

Anonymous Business - 08/02/2020 Confirmed reviews ALL

The property is quite nice and we enjoyed mostly relaxing. We were dissappointed with the menu options an Brown's deli. I had an Acai bowl that was actually quite poorly made. The Acai was literally a solid frozen ball that needed 20-30 minutes in the sun to soften enough to be able to chip away at the ice ball with my spoon. You can and should do much better than this. Also, the food options seemed overpriced.

Aloha, Thank you for taking the time to complete a survey following your recent stay at Fairmont Orchid. We are delighted you enjoyed your stay with us and had a relaxing visit. We appreciate your kind ratings despite the disappointing menu items you had at the Deli and we truly apologize. We will make sure our Chef is aware of your feedback, for his assessment. We very much look forward to warmly welcoming you again to Fairmont Orchid should your travels bring you back to Hawaii Island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com

Excellent Stay

Customer review rating 4.5/5

Keith S. Couples - 08/02/2020 Confirmed reviews ALL

We stayed on your Gold 6th floor for 5 nights and everything was excellent, except for the very large number of children particularly in the Gold lounge. Whilst we would expect children in the resort, at times the adults were greatly outnumbered by children in the Gold lounge. Having said that my wife and I really enjoyed our stay and do plan to return perhaps next year.

Aloha Mr. S., Thank you for taking the time to complete a survey regarding your recent stay at Fairmont Orchid. We are so glad to hear you had a wonderful stay on Fairmont Gold, and thank you for your kind comment about our staff; it would be a pleasure to share this with the team! Thank you for choosing to stay with us and we hope to have the chance to welcome you back to our home when you are on island. Mahalo, Marissa MARISSA ARAKAKI EXECUTIVE ADMINISTRATIVE ASSISTANT Fairmont Orchid One North Kaniku Drive Kohala Coast, Hawaii USA 96743 T + 80… F + 80… ma… fairmont.com
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