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“Beautiful Property/Setting” 4 of 5 stars
Review of The Fairmont Orchid, Hawaii

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The Fairmont Orchid, Hawaii
4.5 of 5 Resort   |   1 N Kaniku Dr, Puako, Island of Hawaii, HI 96743   |  
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Ranked #3 of 5 Hotels in Puako
London, United Kingdom
Senior Reviewer
10 reviews 10 reviews
3 hotel reviews
Reviews in 8 cities Reviews in 8 cities
6 helpful votes 6 helpful votes
“Beautiful Property/Setting”
4 of 5 stars Reviewed August 2, 2013

A Beautiful hotel, lovely beach and great pools and jacuzzis. We were dissapointted by the reception staff on arrival nothing like the amazing service of its sister property Kea Lani in Maui. No reception drink or Lei's were given on arrival unlike the majority of other hotels we visited on the same trip which was disappointing. The food in the restaurants was amazing, we had a lovely meal in the restaurant on the beach. We loved BIG Island in general, so much to do a great place to go, so happy we went especially when we was not sure whether to bother with having going to Maui, Kaui and Oahu as well, but definitely worth it a must see the Volcano and the Active Lava flow into the ocean.
I would not hesistate coming back to the hotel as the hotel was great and what we were looking for, just very unfortunate about some of the front desk/concierge service we recieved, definite room for improvement there.

  • Stayed May 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at The Fairmont Orchid, Hawaii, responded to this review, August 9, 2013
Aloha,

Aloha, and thank you for taking the time to post your review. We are delighted that overall you enjoyed our property and loved the Big Island. It is very concerning that your welcome to our property was a disappointment. We do greet all guests with a lei upon arrival, and I am so sorry that you did not have this welcome experience. We appreciate your feedback and take it seriously to improve our services. We look forward to the opportunity to welcome you back.

Mahalo,

The Fairmont Orchid, Hawaii
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,044 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (439)
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Los Angeles
Top Contributor
71 reviews 71 reviews
47 hotel reviews
Reviews in 39 cities Reviews in 39 cities
70 helpful votes 70 helpful votes
4 of 5 stars Reviewed August 1, 2013

The Orchid is a nice hotel, but it lacked the warm services of it's sister property, Kea Lani.

Location: Big Island is huge, so depends on what you like, this location can be great. The Kohala coast has great weather. It's about a 20 miles drive from the airport. The beach in front of the hotel is great. There's a small bay, and enough loungers to not feel crowded.

Service: The staff were professional and helpful, but not as gracious as the Kea Lani.

Food: The breakfast was nice. The selections were not huge, but the quality was very nice. Nice seating area. Brown's Beach House was booked, but the Hale Kai restaurant was very good.

Gym/Pool: There is gym and a spa. The gym is well equipped. Large resort type pool, as expected. As with all the Fairmonts, if you join their club, you can borrow gym clothes (and shoes) everyday so you don't have to pack. This is a great benefit!

Room: The room was a nice size, and also have the nice Le Labo toiletries.

  • Stayed January 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at The Fairmont Orchid, Hawaii, responded to this review, August 9, 2013
Aloha,

Thank you very much for your review. It is concerning that your experience with our staff failed to meet your expectations. Please accept our sincere apology. Your feedback is important to us, and will be used to improve in the areas where we fell short. Thank you for choosing to stay with us; we look forward to welcoming you back.

Mahalo,

The Fairmont Orchid, Hawaii
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Coral Gables, Florida
Contributor
15 reviews 15 reviews
13 hotel reviews
Reviews in 13 cities Reviews in 13 cities
24 helpful votes 24 helpful votes
4 of 5 stars Reviewed July 31, 2013 via mobile

We arrived at the Fairmont after a 4 night stay at the St. Regis in Kauai, which I considered to be an amazing hotel. I was expecting the same of the Fairmont after reading all of the reviews. The Fairmont Orchid is a beautiful property. The view of the ocean and surrounding mountains takes your breath away. The room was nice but nothing like the St. Regis room. I think the Fairmont used to be a Ritz and the rooms are your standard cookie cutter room. Our first night, we dined at the Japanese restaurant at the hotel. The sushi was delicious and the drinks were very yummy. I highly recommend this restaurant. We had the breakfast buffet every morning. The food selection was okay but the service was lacking. I think the restaurant was understaffed. I also found the service at the pool to be a problem. There was only one waiter at lunchtime! This is unacceptable, I felt sorry for the waiter. A hotel of this kind should have at least 2-3 pool waiters. Another issue, they stop handing out towels at 6 p.m. If you need one, you are told to look for the storage cabinet somewhere around the pool. Really? Dinner at Brown's was very good. The view of the sunset at dinner is worth the hefty price tag. But, the truth is that all food prices at the resorts we stayed at were high. I want to give a shout out to Rachel, who helped us arrange our dining and day trips. Overall, the hotel was nice but don't expect top tier service, which is why I give it 4 stars.

  • Stayed July 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at The Fairmont Orchid, Hawaii, responded to this review, August 9, 2013
Aloha,

Thank you for taking the time to share your experience, and for choosing The Fairmont Orchid, Hawaii during your recent trip to Hawaii. We are truly sorry that overall your stay failed to meet your expectations. Your feedback is important to us, and provides valuable information to support our continuous improvement efforts. We are pleased to know that you enjoyed your dining experiences at Norio’s and Brown’s Beach House. Thank you again for your feedback. I hope we will have an opportunity to welcome you back and restore your confidence.

Mahalo,

The Fairmont Orchid, Hawaii
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California
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed July 30, 2013

We've been visiting the Orchid each fall for the past several years. We've always been treated extremely well by the staff. The property is beautiful and dinner at Brown's outstanding. There is great snorkeling around the reef, just outside the little sheltered cove. We'll be back this fall.

  • Stayed September 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at The Fairmont Orchid, Hawaii, responded to this review, August 9, 2013
Aloha,

Thank you so much for your kind review and for choosing to stay with us again. We are excited to know you will be returning again this Fall and we look forward to welcoming you back!

Mahalo,

The Fairmont Orchid, Hawaii
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Puako, Hawaii
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed July 29, 2013

This hotel is amazing, we have had the absolute best stay. The staff never say no and are able to cater to your every whim.

We have enjoyed the amenities on site and also all of the dining options. We had one incident with the restaurant Brown's and the problem was corrected immediately and beyond our satisfaction.

We highly recommend Norio's Japanese Steakhouse, they have the best sushi ever. The staff were very knowledgable and the sushi rolls were mind blowing. If you stay at the hotel or are even nearby you should definitely come to this restaurant, it is truly an amazing experience.

Room Tip: The ocean view or partial ocean view rooms seem to be the best.
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  • Stayed July 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York
Senior Reviewer
8 reviews 8 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
17 helpful votes 17 helpful votes
5 of 5 stars Reviewed July 29, 2013

After staying at the fairmont kei lani on maui and having a negative experience, I was scared to arrive at another fairmont. The orchid is truly exceptional. I am so picky on where I will stay, and this was truly a winner. Can not think of anything negative. Beautiful property, rooms so newly decorated, the carpet smelled new. Beautiful beach for snorkeling, saw huge selection of fish and turtles not even 2 minutes into it. Friendliness of staff was unsurpassed. After staying at aulani in Oahu, which was fabulous, but very expensive, if I return to hawaii, I would spend my entire week at the orchid. It was quiet, and gave us the experience we were really in hawaii! Would highly recommend for people with very high standards for their stay, not just on the hotel and amenities, but for a clean and up to date room,

  • Stayed July 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 29, 2013

My family and I visited from Sydney in July staying 2 nights in the Fairmont Gold section. What a shame we didn't stay for longer. From the moment we arrive we treated like royalty. From the valet parking, to the check in, everything added to the experience. Then we got to our room. What a lovely room and even a little gift for our infant to make her feel welcome. BTW, she still has the little toy. The pool was refreshing, the food great, the gardens were beautiful. The two highlights were the amazing sunset and swimming in the lagoon with the Hawaiian Green Sea Turtles. An amazing experience that we will never forget. Thank you to the staff who made us feel so welcomed. We will see you again, hopefully sooner rather than later.

Room Tip: Gold Section is a little bit more, but certainly worth the extra money
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  • Stayed July 2013, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Fairmont Orchid, Hawaii

Address: 1 N Kaniku Dr, Puako, Island of Hawaii, HI 96743
Phone Number:
Location: United States > Hawaii > Island of Hawaii > Kohala Coast > Puako
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( Wi-Fi ) Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Puako
#2 Family Hotel in Puako
#2 Romantic Hotel in Puako
#3 Luxury Hotel in Puako
#3 Spa Hotel in Puako
#3 On the Beach Hotel in Puako
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — The Fairmont Orchid, Hawaii 4.5*
Official Description (provided by the hotel):
The Fairmont Orchid, Hawaii is a Kohala Coast Hawaii oceanfront luxury hotel and resort with white sand lagoon, Hawaiian Spa Without Walls, golf, tennis, five restaurants, extensive meeting and event facilities, and a year-round children’s program. ... more   less 
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Also Known As:
The Fairmont Orchid, Hawaii Hotel Waimea
Fairmont Hotel Kamuela
Fairmont Orchid Hawaii
Fairmont Kamuela
Kamuela Fairmont

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