Fairmont Orchid, Hawaii

This hotel needs work desperately. I would expect so much more for the price. The beach has no umbrellas, and the only shade you can get is a covered double chair for $175. There were constantly giant dryers set up in the hallways to dry wet mildewy areas. The renovation of our room was a shoddy job. The shower curtain had black marks from people hands opening it so much. The pool table looked like they dragged it out of a fraternity house. The gym never had any sanitizer or wipes the whole time were there. I know these are all first-world problems, but they need to fix this hotel in a lot of ways. We also stayed at the other hotel down the beach and it was everything this hotel is not. For this price, this hotel should be nicer.

Really nice resort. Fun bay for snorkeling. Loved the luau. Sat on my balcony watching the birds. Tasty breakfast.

We stayed at the Fairmont Orchid for just one night after spending the first part of our Hawaii trip in an Airbnb with our family of nine—and our only regret is that we didn’t stay at the Fairmont Orchid for the entire trip! From the moment we arrived, it felt like we had stepped into a completely different level of vacation. This is true luxury. The property is beautiful, peaceful, and incredibly well cared for, and the service was exceptional from start to finish. We rented a beautiful cabana for the day, and it was absolutely worth it. The cabana service was fantastic, and it gave our family the perfect place to relax and enjoy the resort. The staff were attentive, friendly, and genuinely made us feel taken care of. The service from the front desk and valet teams was equally outstanding. Everyone we encountered was welcoming, professional, and helpful. After coming from an Airbnb with nine people, the convenience and level of service at the Fairmont Orchid were such a treat. Our one-night stay left us wishing we had booked the entire trip here. If we could do it again, we would skip the Airbnb and stay at the Fairmont Orchid from beginning to end. Beautiful resort, gorgeous cabana, incredible service, and true luxury. We will absolutely be back—and next time, we’re staying longer!

40 minute wait in line to check in. I have never waited so long and most of the time only two of the four terminals were manned. A big door to the right of the Front Desk reads “Executive Office,” but management in there apparently have no video or awareness to supply surge capacity, despite the conference being a known event. The bracelet keys are supposed to unlock the parking gate but were broken. Lamp in room didn’t function despite checking plug and wall switches. This property’s best days may be behind it.

I had high expectations for a 5 star hotel after staying a Kona Village for the last 2 years. Definitely not 5 star. I felt like most of the staff was in yawn mode. They couldn’t care less about customer service except for the coffee shop. They were great. Grounds were fine but not pristine. No snacks in the room for late night arrivals. I’m going back to Kona Village.