I stayed at the Fairmont Kea Lani just before staying at this property and my wonderful experience there is impacting my review. Comparatively, the service at this hotel was impersonal at best. We were there for the second week of our honeymoon and there was a huge FedEX group onsite at the time - I got the distinct impression from the hotel that we were not important guests. The concierge team was OK, but the concierge manager was extremely rude and not at all helpful.
On check in we were told by one of the hotel staff that the property used to be the Ritz Carlton, but most of the old glitzy artifacts were removed when the hotel was updated. When we mentioned that we stayed at the Kea Lani, they commented that that property was amazing but the Orchid is pretty nice too (that about accurately sums things up).
I will first say that there is nothing really wrong with this property: the grounds are lovely (particularly the beach area). The cove is clear and the Honu (Green Sea Turtles) that swim nearby are amazing. The rooms are OK. There were small room details that annoyed me: the collected dust on the blinds and slotted doors and the intermittent housekeeping daily reminders of hotel activities (this information was particularly important because the state parks were closed). I did let the front desk know about the dust issue and they did apologize, but I don't know if anything was done to address it.
Unlike the Fairmont property on Maui there is not much around in the area. As expected, the resort restaurants are quite expensive. In general, that is to be expected, but they weren't anything particularly special. I do give the restaurants credit for having a 'lifestyle' menu that can support diets such as: DASH, Diabetic, Vegan, Macrobiotic.
The public spaces, bar, lobby, restrooms are all extremely well kept and very lovely.
I did not use the spa service, but the Spa Without Walls concept was intriguing.
All in all this was an OK stay. If we return to the Big Island, I will explore my options before booking at this property again.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to post your review and for choosing to spend your honeymoon with Fairmont Hotels and Resorts in Hawaii. It is concerning to learn that your stay at The Fairmont Orchid failed to meet your expectations and that you did not feel valued as a guest. I assure you that we do strive to offer the highest level of service to all of our guests, and apologize that we failed on this occasion. Your feedback is very important to us and will be used to improve in those areas where we fell short. Should your travels bring you back to Hawaii Island in the future, it would be our pleasure to welcome you back and provide you with a more positive experience.
The Fairmont Orchid, Hawaii
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.