The Orchid is situated in a lovely location on the Big Island Hawaii. While there is much to appreciate about the environment and the hotel itself, I really want to shout out to the staff. They are the heart and soul of this place and we are extremely grateful that they take pride in their hotel. A special shout out to the Manager Kailen (Sp?) as he went the extra mile for us when there were challenges upon check in. Thanks to all of you and you are appreciated!
Thank you so much for this wonderful review! It’s truly rewarding to know that our team made such a positive impact on your stay. We’re fortunate to be in such a beautiful location, but it's really the team’s dedication that makes it special, and I'll be sure to pass along your kind words to Kallen and the rest of the team. We're grateful for your appreciation and can’t wait to welcome you back! With warm aloha, Barbie Nakamura Director of Quality
As a Diamond status member, the service provided was not up to par. The information and recommendations provided were misguided and from multiple/unknown sources. It is very difficult to communicate to obtain service and recommendations.
I was not treated how an All Accor Diamond Status member should be by Fairmont in contrast to other All Accor hotel service provision.
Thank you for sharing your feedback and for being a loyal ALL Accor Diamond member. I was disappointed to learn that the service you received did not meet your expectations, especially considering your valued status. Providing seamless communication and accurate recommendations is important to us, and we apologize for the inconsistencies you experienced. Your insights are helpful as we continuously strive to improve our services for our esteemed members. Please know that we are committed to ensuring a more personalized and attentive experience on your next visit.
We stayed at the Orchid to celebrate our 45th wedding anniversary. We enjoyed our stay completely! Everything was perfect! The room was wonderful and very comfortable. The hotel and grounds were beautiful. We did the luau on the grounds the day we arrived and it was so very interesting and the food and drinks were delicious!
Mahalo for your wonderful review, and congratulations on your 45th wedding anniversary! We’re honored that you chose to celebrate such a special milestone with us. It’s fantastic to hear that you enjoyed every aspect of your stay, from the comfort of your room to the beauty of our grounds. I’m especially glad that the luau was a highlight for you—it’s a truly unique experience, and I’m thrilled that the food and drinks made it even more memorable. We hope to welcome you back for many more celebrations in the future! With warm aloha, Barbie Nakamura Director of Quality
I have stayed at hotels all over the world and I can truly say this was one of the finest hotel experiences I have ever had. The staff, service and amazing facility and grounds was simply incredible. The pool and beach service was friendly and helpful and the food was fantastic.
Thank you for such a glowing review! We’re honored to hear that your stay with us ranks among the finest hotel experiences you’ve had worldwide. It’s wonderful to know that our staff, service, and beautiful grounds made your time with us so memorable. We’re thrilled you enjoyed the pool and beach service, as well as the fantastic food. We look forward to welcoming you back for another incredible experience! With warm aloha, Barbie Nakamura Director of Quality
If you want to smoke, this is the hotel for you. This is supposed to be a no smoking hotel but we had a smoker who ruined our trip. The hotel would do nothing. We spoke with two managers and called at least 10 times. We saw the guy smoking and knew which room but the hotel would not contact him. They also would not move us to another room. They prefer smokers to other guests.
Thank you for taking the time to share your feedback. I was truly sorry to hear that the issue with the smoking was not resolved to your satisfaction. We strive to enforce our non-smoking policy and create a comfortable environment for all our guests, and it’s clear we missed the mark during your stay. I understand how frustrating this must have been. I was happy to have the opportunity to speak to you today and know the team was able to find a nicer accommodation for you. We’ll be reviewing our procedures to ensure we handle these situations more effectively in the future. I hope you’ll consider giving us another chance to provide you with a better experience. With warm aloha, Barbie Nakamura Director of Quality
