Ratings based on 3 Verified Reviews
4.0 Room cleanliness
3.7 Service & staff
4.5 Room comfort
3.7 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 26 Feb 2020
by A verified traveler
Disappointing + forced to pay $44/day tip for maid
Posted 25 Feb 2020 on HotelsI'm a pretty patient and tolerant person and usually a big fan of the Fairmont, but this was probably the most disappointing stay I've ever experienced. The room we got looked nothing like the room I thought I booked online. It was clean but definitely needed an update. Ok so the hotel isn't fully renovated. I get it.
I also get that the service might be a little slow since it's offseason, but I didn't expect to wait an hour from the time we put in a lunch order to the time it got delivered (and it was wrong).
What I also didn't get was the $44 per day gratuity for housekeeping. I'm not cheap by any means, but really?? Even worse was the attitude we got from the manager when we tried to at least get it removed from our check-in day (since we arrived at 11PM) and weren't even there to require housekeeping. Wouldn't remove it, even for loyal Fairmont customers like us. Extremely disappointing to leave a vacation feeling cheated.
I only hope the maids actually get to keep that $44 per room. But you just know they don't. It probably just pays for the photography fee the hotel gets charged to take pictures of rooms that don't exist.
Comment from Hotel Management
26 Feb 2020 by Carole Anne Goulet, Hotel Management
Dear Mr. Monteverde
Thank you very much for your email and for sharing some feedback on your recent stay with us.
I am very sorry to hear about your lunch experience and please rest assured that I will follow up with our team accordingly as it is not the level of service we are committed to provide.
In regards to the room allocation, our apologies if the room didn't meet your expectations. I can ensure you that you have been assigned in our most renovated rooms with the most preferred south shore view. In regards to the room gratuity, it is a mandatory charges along with the nightly rate for all guests of the Hotel. Those gratuities are given to indeed the room attendant, doorman, bellman and beach & pool attendant. I am glad to share that this amount if entirely given to the colleagues.
Mr. Monteverde, if you want to share any further insight or have any question about your recent visit, please do not hesitate to contact me at caroleanne.goulet@fairmont.com. I would be happy to speak with you directly.
Sincerely
Carole Anne Goulet
Front Office Manager
by A verified traveler
Awesome hotel and service
Posted 13 Nov 2019 on HotelsWe had wonderful time. The staff was top notch and the food was excellent. We did the all inclusive and it was perfect
Comment from Hotel Management
5 Dec 2019 by Kairah, Hotel Management
Thank you anna for this amazing review! We are glad that you had the chance to experience our all inclusive plan. We look forward to having you again.
