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“Fancy, expensive resort”

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Fairmont Orchid, Hawaii
Ranked #2 of 4 Hotels in Puako
Certificate of Excellence
GreenLeadersSilver level
Alexandria, VA
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Fancy, expensive resort”
5 of 5 bubbles Reviewed December 16, 2013

We were not disappointed with this resort. The activities were great, the staff was friendly, the bed was awesome, the green turtles showed up every day, the pool and hot tub were big and nice, and the beach was a lot of fun. It's a fancy resort, so you've got stuff like turndown service, bellhop bringing bags to the room, a set of adapters to connect your computer to the TV, etc. My main gripe is the cost of the food at the resort, and to a lesser extent in the general area. If you're not willing to pay $40 per person (before tax/tip) for lunch and dinner, you'll have to look offsite, and the affordable options are limited in this remote area (I recommend Just Tacos at the Shops at Mauna Lani, and Macaroni Grill and the food court (Dairy Queen, Ippy's, Subway) at the Queen's Marketplace at the Waikoloa resort just down the road if you want to pay less than $30 per entrée).

Stayed December 2013, traveled as a couple
Helpful?
1 Thank Fubecao
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at Fairmont Orchid, Hawaii, responded to this review, January 8, 2014
Aloha,

Thank you very much for taking the time to post your review. We are pleased to know that you were satisfied with your stay, and appreciate your nice comments about our resort and staff. I hope we will have an opportunity to welcome you back soon.

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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3,810 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Vancouver WA
Level Contributor
13 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
4 of 5 bubbles Reviewed December 12, 2013

Stayed at the Fairmont over Thanksgiving November 23rd through 30th!

1.Do not waste your money on an ocean view room - the hotel is a "u" shape so there are very few rooms that I would consider to be real ocean view - I booked partial view and was very happy with the view and the room itself.

2.Grounds – I thought they were wonderful! They had beautiful lava rock water falls, plants, flowers and great views.

3.Spa – the best massage I have ever had! I got it outside by the waterfall and I highly recommend it!

4.Check in took a long time - stood in line a long time - need more people to help!

5.Food- i thought it was ok at best and very expensive - nothing I are at the Fairmont was worth the price. There is a shopping center down the road with a coffee shop, Ruth Chris and Tommy Bahamas’ and the food was much better and cost less – I would recommend for dinner and little breakfast. However, no options close to the hotel so you stuck spending $20 - $30 for so-so food. I stayed at the Sheraton in Maui and Oahu and food was much better at both of those hotels. Like othes have said, the breakfast buffet is a little chaotic, we went to the breakfast restaurant twice for an al ’cart and both times we needed to ask for a server to take our order, water, etc. However, if the buffet is included in your rate, its still not a bad deal.

6.Check in took a long tome – stood in line a long time – need more people to help!

7.Pool was nice –they keep a “30 minute” policy for reserving chairs. I did see the staff remove towels/items if chairs have not been used so there were always chairs open

8.Beach – was nice especially for the Big island – The beach is on the small side so can be a busy. There are a ton of turtles!!!

9.Live music –they had alive music most nights in the lobby area which was great and very relaxing.

10. Service - was very good, staff was very firendly

Overall a very nice hotel however I would recommend improvin the food at the property.

thanks

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Love_the_Beach088
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at Fairmont Orchid, Hawaii, responded to this review, December 20, 2013
Aloha,

Thank you so much for taking the time to share your recent experience at The Fairmont Orchid. Your feedback is very important to us, and we sincerely appreciate knowing what you enjoyed about your visit, and also where you feel there is room for improvement. Thank you for choosing to stay with us; we look forward to the pleasure of welcoming 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.
Vancouver, Canada
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed December 11, 2013

We recently spent 8 nights at the Fairmont Orchid. The grounds are beautiful, swimming is absolutely the best, the location is perfect, romantic, and the décor is absolutely 5 star, we were thrilled to be in these surroundings. However, as regular travelers to Hawaii for the past 20 years, and our first time in this hotel, we did feel that certain shortcomings that we experienced, needed highlighting.

Upon arrival, late at night, ever get the feeling that you are being a nuisance to the guest services person, spoiling their evening by arriving so late? No warmth, no friendliness, no sincerity, just going through the motions. Then our disappointment ( had we read the reviews, we would have been forewarned!) to be given an "ocean view" room and have to stand outside on the balcony overlooking the golf course ( and I play golf!) to see any remnants of water! OK, rooms were great, spacious, clean, bathrooms just perfect, so we knew we could live with the lack of ocean view. I see now that we are not a rare species, many have complained about this before, maybe call them partial ocean view like the rest! Then the infamous buffet breakfast, holy smoke, ever seen 3 to 4 ladies literally arguing with each other behind the reception desk when the crowds started to build up, not good for the client to experience that on the very first day they arrive, need someone to be in charge and take charge. We had our breakfast included in our package, sadly, and to put this in a nutshell, we had 8 days of exactly the same non-creative menu, and to top it, soap scum covered glasses on our table every day, and sometimes got served coffee usually when we managed to flag down a stressed out waitress. Come on Fairmont, this is not up to your standard, exactly the same options of food every day?- and then continually running out of food items, no staff member standing around watching for this, no one to ask for more ( Oliver Twist would have been horrified!!) There are so many other options that you could offer for breakfast, change it up a little, visit some of the other luxury hotels in the area, they have great breakfasts on offer, and we really suggest you get someone in charge to be there at all times, on the floor. Your staff really do need some training in cs skills but most of all help through supervision. They really need to give us the perception that they love their jobs. The dirty glasses, we realize they come straight out of the industrial dishwashers, but this is a luxury hotel, just not good enough.

All in all, a beautiful hotel and one that we felt, without these small failings, certainly worthy of its 5 star rating. The reviews prove it, but Fairmont, never give up trying to achieve perfection, hope this helps...

Room Tip: If you want to see the ocean from your room, you have spend the money and take an ocean front room...
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  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank David S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at Fairmont Orchid, Hawaii, responded to this review, December 20, 2013
Aloha,

Thank you for your review. It is gratifying to know that you enjoyed our beautiful grounds, location and décor. It was very concerning to learn of the shortcomings you experienced, and we apologize for failing to meet your expectations. Your comments and suggestions for improvement are very important to us and will be shared with our team and used to improve the areas where we fell short. Thank you again for your feedback and for choosing to stay with us. We hope that we will have an opportunity to welcome you back in the future, to provide you with a more positive overall experience and gain your confidence.

Mahalo,

The Fairmont Orchid, Hawaii
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
new jersey
Level Contributor
12 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
5 of 5 bubbles Reviewed December 9, 2013 via mobile

When you stay at a Fairmont, you know you are getting 5 star luxury at 5 star prices.

The grounds are magnificent and the staff's sole purpose is to serve. Our room had a partial ocean view and was next to a park so we had no noise or distractions when sitting on our lanai - except for someone above us who decided to smoke. We had king sized room with large bathroom with tub and separate shower. Turn down service an extra nice touch,

One way to cut costs is to stop at Foodland and pick up breakfast and snack foods. We went to Brown's Deli one morning - breakfast sandwiches are large enough to share,

We ate most of our meals on the beach patio - reasonable prices for good food and drinks. Our final night we ate at Brown's. Get there early to get a great view do sundown. Service impeccable, but not snotty. Our s. erver, Christian, was a delight.

This is the place to go if you want to get away from everything.

Stayed December 2013, traveled as a couple
Helpful?
1 Thank koshershrimp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at Fairmont Orchid, Hawaii, responded to this review, December 20, 2013
Aloha,

Thank you for sharing your experience at The Fairmont Orchid. We are very pleased to know you enjoyed your stay and in particular our beautiful grounds, Brown's Beach House Restaurant, and our excellent service. We look forward to welcoming you back again soon!

Mahalo,

The Fairmont Orchid, Hawaii
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Los Angeles, California
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed December 6, 2013

My Family stayed at the Fairmont for a week and the front desk Mgr named Suki was the absolute best! She went above and beyond what I expected. She personally escorted us to our rooms and made sure our every need was attended to. She started off our excellent family experience at your fine hotel. All of your staff was exceptional and she was the gateway to our awesome experience. My Family would like to thank you for you for our great vacation!

Room Tip: Ask for Suki she knows her stuff and will give you the best experience
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  • Stayed November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Steve J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at Fairmont Orchid, Hawaii, responded to this review, December 13, 2013
Aloha,

Thank you for your wonderful review and for recognizing Suki for providing memorable service. Thank you for choosing The Fairmont for your family vacation - 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.
Sydney, Australia
Level Contributor
2,459 reviews
370 hotel reviews
common_n_hotel_reviews_1bd8 2,283 helpful votes
5 of 5 bubbles Reviewed December 6, 2013

Its not easy to give the title 'first rate' to one hotel. Maybe its the tropical gardens,waterfalls, beautiful ,meandering pools and ocean front location?
Every thing functions as it should with the hotel earning another kudos in hosting the best dinner show on the island. It was slick,the best i have seen in the hula-hoopla variety. Traditional and modern dance with gorgeous costumes. But,its the meal offers are the best choices anywhere. Four buffet stations gave us a workout just choosing from the gems on offer .With goodies from NZ,Hawaii Tahiti and Samoa, it is without a doubt, the best buffet and show.....only improved by a hike and massage we had prior to the evening.

Room Tip: Facing the water,of-course
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  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Eli B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at Fairmont Orchid, Hawaii, responded to this review, December 13, 2013
Aloha,

Thank you for your outstanding review. We value your feedback, and truly appreciate your top rating! We are so pleased to know that you enjoyed the food and performance at our Gathering of the Kings luau. Thank you for choosing The Fairmont Orchid, Hawaii - 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.
Mae Sai, Thailand
Level Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 bubbles Reviewed December 5, 2013

We stayed at the Fairmont Orchid for three nights as our intro to the Big Island. We really enjoyed our stay here and wished we had a longer stay. The location of the Fairmont is not amazing, as its really only a resort area and a little ways to anything otherwise. In saying that we found reasonable food outside of the resort and didn't have to travel too far. We enjoyed just relaxing at the property, as the room was very restful and the property is gorgeous. The staff were all very friendly and helpful, they even upgraded our room when they found out it was our honeymoon! We found the value very good for the room we got. Just keep in mind that anything extra apart from the room costs more (ex. parking, internet, etc.), so don't be surprised with these extra expenses. We also went to the Luau ' Gathering of the Kings' which is held on the Fairmont property and thoroughly enjoyed it! We would totally recommend it to anyone staying at the Fairmont, great food and a wonderful show (not cheesy in any way!)

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank EvandM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheFairmontOrchid, Guest Relations Manager at Fairmont Orchid, Hawaii, responded to this review, December 13, 2013
Aloha,

Congratulations on your marriage, and thank you for choosing to spend your honeymoon with us. We appreciate you taking the time to post your review, and are delighted that you enjoyed our beautiful property, friendly staff, and our Gathering of the Kings luau. We look forward to welcoming you back soon.

Mahalo,

The Fairmont Orchid, Hawaii
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Fairmont Orchid, Hawaii

Property: Fairmont Orchid, Hawaii
Address: 1 N Kaniku Dr, Puako, Island of Hawaii, HI 96743-9731
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 ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Luxury Hotel in Puako
#2 On the Beach Hotel in Puako
#2 Family Hotel in Puako
#2 Romantic Hotel in Puako
#2 Green Hotel in Puako
#2 Spa Hotel in Puako
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Fairmont Orchid, Hawaii 4.5*
Number of rooms: 540
Official Description (provided by the hotel):
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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