Where to start ...
Booked ocean view and paid a hefty price for it. Our flight was delayed so we got in around 11pm and during check in receptionist reiterated that we have booked an ocean view room. When we got to the room, it was pitch black out so we couldn't see our view (which makes sense if it is a view of the ocean!) Only to wake up, look out, and see we really had partial ocean view that matched exactly their partial view on the website (90% golf course, 10% ocean if you looked far off to the left.) I took my photo and website picture down when speaking with manager to show the bait and switch. They had no leg to stand on. And no actual ocean view for us to switch to.
This was my pic:
This was the pic for partial ocean view on their website:
Room was dirty and not cleaned properly, especially after covid. Mold in shower. Dust caked on the vents. Carpet stained. Holes in sheets. Towels were old and needed refreshed. Balcony furniture so dirty that I had to clean it so we could sit down. I understand it was closed for covid, but that would have been time to make repairs or at least order new linens. They clearly didn't.
No towels at the pool. 2 days in a row. No apology. No explanation. Just a shrug from the staff. (that's not 5 star service)
Restaurants were high priced, which I understand. Brown's Beach House which is supposed to be one of the best fine dining on the island was abysmal. Service was slow, and unfortunately my appetizer was overcooked (prawn) and main course was inedible (ahi that tasted off. WAY OFF). The ahi was taken off my bill. I left hungry and disappointed. Everyone else said their meal was just ok. For fine dining you shouldn't be leaving with a just ok.
Had 3 people in room (myself, dh, and dd) booked as 3. Only 2 water bottles for room. Asked if I could get a third, would be charged $13 for a cheap thin metal water bottle. Pass. Seriously, all these issues and you can't even throw in a freebie water bottle?
I can see the ball dropping from time to time. But for what we paid and the service we received? Absolutely unacceptable. Management knew it too. I went down with a cool head and presented my evidence. Received compensation. Apology was lacking, management was rather blasé about all of our issues.
Fairmont Orchid is dead to me.