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Judy C

Staff really take care of you!

Review of Fairmont Orchid
5.0 of 5 bubblesReviewed 4 weeks agovia mobile
3rd or 4th visit here and they’ve always been great, but this visit has been over the top. As a Diamond Accor member, you already get amazing perks… But upon check-in upgrades weren’t as readily available due to their occupancy. But I think Rose could sense our disappointment and she made a note. And she asked if we were celebrating anything. we were celebrating mine and my friends birthday’s, but they were from earlier in the month and I didn’t think that would count. However, the team so thoughtfully sent up a bottle of sparkling wine to both of our rooms! And if that wasn’t enough, a few days later, she asked if we would consider switching rooms as upgrades were now available and we wouldn’t be disappointed. Lo and behold, we were amazed at our Suite upgrades!!!! More so it was the fact that the follow through from the front desk staff and everyone knowing and assisting was just amazing. I can’t say enough about the pool and beach service, from individuals like Kai and Jack - so service orientated. The renovations look amazing and the hotel has been so fun so far of three days of a nine day stay. Thank you, Fairmont Orchid!
Date of stay: November 2024
Trip type: Travelled with friends
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Barbara Nakamura, Guest Services / Front Office at Fairmont Orchid, responded to this review
Responded 4 weeks ago
Thank you for sharing such a glowing review of your recent stay with us! We're truly honored to be part of your birthdays, and it’s wonderful to hear that Rose and the team helped make your celebration extra special. Going above and beyond to ensure our guests feel cared for is at the heart of what we do, and it’s fantastic that Rose’s thoughtful gestures and follow-through left such a positive impression. We're thrilled that Kai and Jack contributed to a memorable pool and beach experience with their attentive service. Thank you for recognizing their dedication and for your kind words about the renovations. It’s our pleasure to make each visit even better than the last, and we hope you continue to enjoy the rest of your stay. Mahalo, and we can’t wait to welcome you back to your home away from home! With warm aloha, Barbie Nakamura Director of Quality
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 29 October 2024

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!

Date of stay: October 2024
  • Trip type: Travelled as a couple
    • Value
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Thank 674kk
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Barbara Nakamura, Guest Services / Front Office at Fairmont Orchid, responded to this reviewResponded 5 weeks ago

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

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Reviewed 24 October 2024

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.

Date of stay: October 2024
    • Value
    • Location
    • Sleep Quality
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Review collected in partnership with Accorhotels.com
Thank Global776466
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Barbara Nakamura, Guest Services / Front Office at Fairmont Orchid, responded to this reviewResponded 25 October 2024

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.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 October 2024

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!

Date of stay: October 2024
  • Trip type: Travelled as a couple
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Nancy E
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Barbara Nakamura, Guest Services / Front Office at Fairmont Orchid, responded to this reviewResponded 24 October 2024

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

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Reviewed 17 October 2024

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.

Date of stay: October 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Lou W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Barbara Nakamura, Guest Services / Front Office at Fairmont Orchid, responded to this reviewResponded 18 October 2024

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

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Reviewed 17 October 2024

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.

Date of stay: October 2024
Trip type: Travelled with family
3  Thank Doglover3336
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Barbara Nakamura, Guest Services / Front Office at Fairmont Orchid, responded to this reviewResponded 18 October 2024

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

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