Fairmont Orchid 5 stars

Customer review rating (ALL Rating) 4.6/5 2,732 reviews

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1 North Kaniku Drive, Kohala Coast, 96743 HAWAII, United States

Description

Hotel extras

  • 10,000 square foot oceanfront pool

  • Tranquil lagoon with white sand beach and shallow water

  • Six restaurants, including oceanfront sunset dining

  • Beach club with water sports and cultural activities

  • Spa Without Walls featuring outdoor treatment spaces

Our accommodation(s)

Hotel location

Fairmont Orchid

1 North Kaniku Drive, Kohala Coast
96743 HAWAII
United States

GPS:19.951222, -155.859672

Telephone
Fax +1 808-885-5778

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets welcome
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.6/5  2,732 reviews

Customer review rating 3.0/5

Yan Z. Families - Confirmed reviews ALL

During my stay, I dined at browns beach house restaurants and later about 20-30 mins I had continuous nonstop diarrhea for 3 hours. In addition to this health issue, I later discovered a cockroach on the bathroom floor in my hotel room, which raised significant concerns about the hotel’s sanitation and hygiene standards. This experience caused considerable physical discomfort, stress, and disruption to my stay and planned trips. I chose the Fairmont Orchid expecting a high standard of cleanliness, food safety, and guest care, and unfortunately my experience fell far below those expectations.

Customer review rating 4.0/5

Shannon B. Families - Confirmed reviews ALL

The staff were very friendly and the grounds were beautiful.

Aloha Ms. B., Thank you for your kind words about our beautiful resort and friendly staff. We are delighted to hear that you enjoyed your stay with us and appreciated our grounds. We do, however, apologize for any inconvenience with the A/C inconsistency. We hope we may welcome you back for a flawless visit. Mahalo, Fairmont Orchid

Customer review rating 1.5/5

Christopher R. S. Families - Confirmed reviews ALL

I have very mixed feelings on the Fairmont Orchid and my family's experience there. On one hand, the property itself is incredible. Having an enclosed cove for swimming was perfect for my young kid, and the layout, with extended tennis paddock & grounds is just great to explore. Our room was also very nice, and I believe without mentioning it, we were given a slightly upgrade from what I had initially booked. The flip side of that was that our experience was marred by a very large group that was staying at the Orchid at the same time. A corporate retreat/conference that made up basically every other guest there outside of our family. Because of this, it felt like at every turn the service was prioritized towards the large group and away from us. Huge events on the lawn multiple nights that we weren't allowed to attend as normal guests but monopolized the hotel, it's space, and generally was a nuisance. One of the restaurants was closed, which I assumed was for renovations or something, but when we went there the 2nd to last night when it re-opened, the restaurant manager implied it didn't make sense to staff and have it be open with the corporate group there. Again, terrible for us 'normal' guests who weren't receiving the customized A+ service. The flagship restaurant (Brown's Beach House) was great, but we only got to eat there one night because reservations were so scarce, even when I was looking more than 24 hours in advance for one. It feels unreasonable to need to make a reservation for a restaurant at your own resort 2 days in advance to have a sit down dinner, but maybe that's just me. Asking where I can go to eat and being told 'order room service', didn't exactly feel great. The lounge near the lobby was also a complete disaster, as the corporate guests flooded it after their nightly event, people standing shoulder to shoulder struggling to get service from the poor bartenders who were clearly understaffed. One of the other times I came to the lounge, it was completely empty, I waited for 15 minutes and literally had to go to the front desk to ask if they were even open, before they embarrassedly went and grabbed a waiter to help me. I probably would have been more favorable on this, except our entry experience to the resort was so poor it put a really bad taste in my mouth. We pull up to the main entry in our rental car, (behind 2 other cars having the same experience), no one there at the greeting station or the valet. I start dragging our bags in to the lobby, walking past multiple resort employees, one not paying attention to me, one staring down at her cell phone, nothing, not a word of help, no service. Wait in link for the front desk behind the huge line that was starting to form because so many employees were in a different part of the resort helping the corporate group. Valet runs up to me and barks 'who left the silver Jeep out front?! Give me your keys, now'. Without explanation, takes my car, parks it somewhere unbeknownst, and when I was able to get someone to find him to figure out where the car was, he left the car unlocked, just absurd. After the extended check in, an employee rushed up to my wife & daughter, now (finally?) giving us our leis that we saw all of the corporate guests getting, presumably something that was meant to be done by the non-existent greeter. Mid-way through our 6 night stay, I received a text asking how our stay had been, and referenced some of the above. The manager, Eden, who I ended up speaking with, was very gracious, and comped up a meal at the restaurant that was now re-opening. This was definitely noticed & appreciated, so thank you for that. Additionally, my wife also noticed that after I spoke to Eden we were getting much more attentive service, names remembered, asked for special requests, etc. She asked if it was a bit much, but I didn't agree, as a 5-star resort, and me personally having stayed at other Fairmonts (like Miramar many times), that is the same service I have seen and come to expect from properties of your stature. Additionally, it was my birthday during our stay. My brother had reached out to the Orchid separately to have a birthday card sent, along with cupcakes. The card came, but instead of cupcakes was a bottle of champagne. Now don't get me wrong I liked and appreciated the champagne, but my wife is pregnant and couldn't enjoy. But more so, the hotel informed my brother afterwards that they HAD delivered the cupcakes, and I told him that was not the case. Just strange all around. If it wasn't possible to do the cupcakes and champagne was the only option, just say that instead of misleading my brother who paid for the order? Anyways, I'm droning on a bit at this point, but I appreciate this platform to make my voice heard, and thank you for reading.

Customer review rating 5.0/5

Sarah S. Couples - Confirmed reviews ALL

Beautiful views, great location, wonderful service, comfy bed, lots of amenities, great beach

Aloha Ms. S., Thank you for your kind words regarding your recent stay! We are delighted to hear that you enjoyed the beautiful views, our excellent location, and the comfort of our amenities. Your appreciation for our service is greatly valued. We hope to have the chance to welcome you back soon! Best regards and mahalo, Fairmont Orchid

Customer review rating 3.0/5

Gary L. Friends - Confirmed reviews ALL

Front desk did not know what they were doing overcharged $2,500+, reversed and said they would not put another hold on my card and we would settle when I checked out. Three more holds were placed on the card, then I go to check out and they want to charge me another $2500 with nearly $2,000 of pending/holding charges on my account. Really not pleased with lack of knowledge. If I am told no more holds will be placed and we will settle up upon checkout, that is what I expect. This was appalling for a so called 5-star hotel.

Other web-users rate our hotel

  • 600 reviews 8.7/10 Location
  • 1,148 reviews 7.5/10 Room
  • 1,616 reviews 8.2/10 Service
  • 13 reviews 8.1/10 WiFi
  • 1,027 reviews 8.4/10 Amenities
  • 475 reviews 9.1/10 Beach
  • 315 reviews 5.3/10 Cleanliness
  • 295 reviews 8.4/10 Pool

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