Fairmont Hotels and Resorts Reviews 62

The Accor is woefully out of touch corporate group. They threw a fall-down drunk all day corporate event (GME) in the lobby forced guests into a side hall and generally trashed the building. I knew the Fairmont to be a more gritty experience than hotels like the Palace this was wildly gross and disappointing.

Beyond that, they missed a lot of stuff the elevator buttons were slimy, there was one robe in a suite with two beds. Things were left out in the middle of hallways.

Fairmont @ Monte Carlo

Disappointing:
The pre-authorisation taken on check in was not paid until 31 days later - despite a number of tel/calls & emails.
Crowded guest lounger area @ pool.
Tired decore in rooms

Positives:
Great location & Breakfast
Restaurent staff

Our children gave us a Cdn$400 gift certificate for our 40th Wedding Anniversary. The Fairmont was one of our favourite hotel chains so my wife booked a room at the Fairmont Chateau Montebello. She was told over the phone that the front desk would figure out how to apply the gift certificate. We found the hotel and surroundings magnificent, but the management and staff sadly lacking. The parking lot needs to be re-surfaced, the main restaurant has as many flies as patrons and the less said about the staff the better. On leaving, William, the Front Desk Manager, explained to my wife that the card could not be redeemed. My wife left feeling that she had been misled and that our experience was not what she had imagined. Her disappointment with Fairmont increased when she saw that full payment for the room had been taken on my wife's credit card on the day of the booking, weeks before. The entire visit was far from the level of service that we expected from a Fairmont hotel.

Had a lovely meal at the St Andrews Bar and Grill Restaurant. The view across the sea was beautiful and Grant was very friendly and helpful

As pensioners in our 70's my wife and I were delighted when our three daughters gave us a £400 gift card for the Fairmont Hotel in St. Andrews. We had driven past this hotel a few times and it looked very nice. We decided to use the gift card on Friday 29th April as it was 56 years ago on that day that my wife and I had met. We decide to go for a deluxe room with sea view.
We were greeted outside the hotel by the concierge who offered to park my car and arrange for our luggage to be taken. So we were very impressed so far but little did we know what lay ahead. I walk with the aid of a walking stick and my wife has chronic asthma and allergies so we mentioned these things when we booked our overnight. We asked for a room near the lift so i didn't need to walk far to the room. My wife also asked that the bedclothes didn't contain feathers due to her allergies.
When we arrived at the reception the girl asked for our credit card number again although they took the number at the time of booking. As we were paying by gift card I asked why they needed our credit card number but were assured that it was only in case of breakages or such things. So we got our room key card and headed for the lift. When we got out of the lift and headed for our room it was really far away from the lift and by the time we reached our room we were both exhausted. The bedding also contained bird feathers so we phoned reception and told them about our issues.
The receptionist called back and said all they had near a lift was a room with Two double beds we weren't very pleased but agreed anyway. Five minutes later someone else phoned to apologise and said they would upgrade us to a suite near the lift. We were pleased with this and thought things were looking up.
We booked a meal that night as we were told the hotel would add £66 to spend in the hotel as we had a deluxe room.
The meal was quite nice and to be honest the staff were very friendly too.
Next morning Saturday 30th at checkout we were also pleased when the receptionist told us that we didn't need to pay any more as it worked out that they owed us £1.76p so that was a nice surprise.
So we came home quite pleased with ourselves and thanked our daughters for a lovely overnight to celebrate our special day. Then......on Monday 2nd May I noticed that the hotel had charged my credit card £466 on the Friday 29th and refunded £1.76p on the Saturday even although they had the £400 gift card. I was quite angry at this as we are both pensioners and if it had been our bank debit card it would have taken us into overdraft.
So I decided to email Fairmont Hotel general manager John Keating but still no response from him. We phoned the hotel on the Tuesday and spoke to receptionist who didn't seen too concerned when I told her about the money being charged to my credit card. She said I wouldn't be charged as it was only pending. I told her this should not have happened as the gift card would have paid our bill and i had been told the credit card was only for emergencies such as breakages. I didn't get anywhere so I asked her to get it sorted ASAP.
Later on after talking to our family my wife phoned and spoke to someone and got a promise it would be sorted out quickly and she would contact Mr Keating's office and I would get a reply to my email. She was told to look out for the email and to check our credit card balance to see the charge had been refunded. This is now Friday 6th May and still no email or and money refunded.
So my wife phoned again and got an apology and some excuse. My wife was told that Jane who is the manager of the office staff would call her back in 15 minutes. Nearly two hours later still no phone call from Jane. My wife phoned yet again and this time the girl put her through to Jane who said they had used the wrong number when trying to refund our money. She said it would be sorted out by the end of Monday and that she would send me an email with an offer of a discounted stay in a deluxe room. So far no email, no surprise there but we wouldn't be using anyway. This shows that the office staff are completely dysfunctional and seem to think this is acceptable. So we'll wait and see what Monday brings, not going to hold my breath though.

Hugh Burt

Terrible service - I do not recommend staying at the Fairmont Palm - service there is a joke and managers there do not exist. I had reservation mix up and an unknown guest actually had access to my room.

Lost my reservation and needed to fight with loyalty manager - who took over 3 hours to honor the original reservation. Check in took 11 hours do not come here. I highly do not recommend this hotel chain.

Great experience it is . outstanding housekeeping service . special thanks to Piyali,Kaberi,Nabin .good job .keep it up

Housekeeping department is so excellent and cleaning sanitated bedroom and comfortable bed …specially thanks housekeeping team Kaberi ,piyali,Vhaks,raj ,Nabin

Good hotels but can do better in terms of customer service. After Accor acquisition, it feels like their cutting costs dramatically on a premium brand. I will no longer renew my platinum status with the hotel chain.

Currently half way through our stay. Was expecting a lot more when paying $800 a night. I have personally worked at a fairmont in the past and have stayed at other locations. We would go above and beyond for the guests and the locations I have stayed at previously offered the same great customer service. This was not the case here. My boyfriend proposed on Saturday. He booked the photographer and she was really nice and we loved our pictures but we received no special treatment at all. You’d expect a five star resort to make the most of the experience. At least a comped glass of champagne…. The resort has a shuttle that takes you within a designated area. Yesterday we wanted to go on a hike. We spent a total of 3 hours trying to get an Uber but no one was picking up a ride. Called every car rental place and we finally found a car rental place with a car that was 11 min drive from the resort. The shuttle was unwilling to take us because it half a mile outside their radius. Andrew (I believe his name was) was the only staff member that had a good attitude and was trying to help us. Unfortunately he was the only person we encountered that tried going out of his way to help out. It’s pretty hard to get a reservation at the brown’s restaurant. We got what we could which is understandable since it’s busy. All we are trying to do is celebrate our engagement and also my bday. The least they could do is tried to not give you attitude when you call to get a reservation. Do not come here if are trying to celebrate a special occasion the staff will not do anything to make it special. Especially when paying $800 a night. Disappointing.

Me and my wife have stayed at Fairmont Bab Al Bahr in Abu Dhabi 3 times now and can honestly say its one of the best hotels we have ever stayed in.

Great resort and super friendly people in staff. I will definitely recommend to my friends and partners this hotels. I always prefer to stay here as it is amazing and super. Thanks all guys from Fairmont for such nice time!

Hosted my wedding at the Fairmont in DC. We were thrilled with the service, the food, just everything.

Hello Mr Kevin I.T
You are the best.
I'm very glad that all pictures on now here and we can enjoy those views, wild animals and everything we saw.
Thank You and all who helped me with this situation.
I will recommend Your Hotel to every person who is interested coming Your beautiful country.
God bless You all
We always remember You with warmth:
Seppo and Sari from Finland

A very disappointing turn out/end to this trip....

My partner and I have been at this hotel on a half board basis since Monday and initially was very happy with the way we were welcomed.

A couple of things have however not been great. Firstly the standard to which the rooms are cleaned is not great. To make matters worse each day we have been here we have had to alert the staff at reception that once again our room had not been cleaned. After getting annoyed of always requesting something which we thought would of been standard procedure, I queried the issue.... in which I got a response of the cleaning staff having a ‘scattered rota’ which I thought was bizarre. Surely after being out the room for the whole day you would expect your room to be cleaned. Especially Fairmont being a 5* hotel, I wasn’t very happy having to request this to be done everyday!

Moreover, our main concern was with the lack of information we had been given upon arrival. Once again basic information such as WiFi details was not given. But the one thing that actually has now ruined our last day here in Dubai is the fact that we bleed not given information in regards to checking out. Being pregnant and having a late night flight, we wanted to avoid the stress of having to check out at noon and wait around in the heat for hours.

Come midday we have come to find out that they have actually rejected out request for a late check out. Apparently the room had been booked out for another guest who was due to check in. We spoke to a couple of staff at the hotel who all contradicted each other with one stating that the request had been put in and she was unsure why we hadn’t been booked out. After speaking to several people, my partner decided to speak to the shift manager Anaisa Njeru, who advised us she would try and do the best she could but can not promise anything as the guest was due to check into our room shortly. She then told us she could extend the room for an hour being till 3pm as the guest would arrive at 6pm - but after that she was not able to do anything. We let her know out conditions and how it would be uncomfortable to use communal areas being pregnant. She then changed her story and advised she could extend it till 7pm.... how she managed to do this after she said the guest would arrive at 6 was confusing but at this point we couldn’t complain. We will then wait in the communal area till it is time to go to the airport.

Our main concern was the fact that she did not believe us when we told her that the person who that checked us in did not mention check out information. And furthermore, the request for last check out has not been confirmed. Instead she said she would investigate the matter.... she then went on to say that the normal procedure would be to let guests know check out information on the eve of departure - just to inform guests. Nothing was offered as complimentary to make up for the error THEY made and we believed we were just dismissed. Very disappointing that we were basically being told we were lying and being kicked out the room. This is not the first 5* hotel we have stayed in but believe this is properly the worst treatment we have received. Especially from management

Just be aware and take not of information given. Unfortunate experience, we do not believe that our condition was taken into consideration.

The Fairmont Heritage Place Ghirardelli Square
San Francisco, I have fractured my foot and they were not able to cancel the booking. I will travel in 4 months. Don't stay here and don't use Booking,com.

We met up with friends at the fairmont in whistler told by friends how great it was, we asked for service on the terrace 3 times, no one visible serving outside, there were three waitresses inside doing nothing! One waiter arrived after twenty minutes only to inform us that he would not be serving us! Finally after 1/2 hour someone deigned to take our order. 35 minutes to get served! Our first glass of wine was standard full glass served elsewhere in the resort and the second was half the amount at 27. 50 a glass was appalling! Never would stay, drink or go there again, bad service lazy staff with no sense of good service.

We booked a room on Priceline for a four-star hotel it ended up being the Fairmont of Dallas it was really beautiful on the outside the staff however was not nice and not accommodating to get into our room we got into our room put our luggage down and went out for the evening. We got back to the room around midnight my daughter climbed into her bed only to discover that it was filled with hair human hair from all parts of the body we call down to guest services they sent someone up to our room with an extra set of sheets no pillowcases who did not speak English , we had to show him the pillowcases and conveyed that we needed for more which he did go get and bring back, we had to change the sheets and remake the beds ourselves trust me I was not happy about doing that especially where it was supposed to be a four star hotel it looked more like a two star on the inside the next day we call Priceline and told them what happened they contacted the hotel , The hotel asked us if they could move us to a suite since we had booked for 2 nights because they wanted to make it up to us and they dropped the charges for the first night , and agreed to buy our breakfast so we agreed and moved into the suite, it was nice but it was old and a very small bathroom and the toilet paper holder came off of the wall the first time we touched the toilet paper , Then we realized that my daughter left her Prada sunglasses in the case and her beats in the case in our previous room we called down to see if we could get back into our old room and it was a nightmare , it took us almost 2 hours and having to threaten to call the police before they would go and let us into the room to retrieve her items that were worth over $600 out of the top drawer in the nightstand, So overall I gave them a one star rating because the whole experience was absolutely horrible they did try to make it up to us by giving us a suite, but after we went the rounds with their security about getting back into our room to retrieve some items that we had left I will never stay at this hotel again ... although I do want to say the head of housekeeping who's name is Val was very accommodating and nice the two people that we dealt with inside of the restaurant we're also very amazing but as far as everyone and I mean everyone else it was a horrible experience.!!!!!