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Fairmont Hot Springs Resort

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Reviews Fairmont Hot Springs Resort

Fairmont Hot Springs Resort Reviews (1)

Here is the chain of emails related to *** ***In addition to his ranting emails, he has been very busy leaving negative and misleading reviews on TripAdvisor, Google and Facebook
In all of his reviews, and now in his Revdex.com complaint, he has never once mentioned that he already
received a discount, even though everything that was promised was delivered
Hi ***,
I’m sorry that you we did not meet your expectations at FairmontWhile we try hard to exceed the expectations of our guests, sometimes logistical challenges get in the wayAs I explained previously, because you made your reservation online late the prior night, we missed our deadline to fulfill your flower order for the next dayI’m sorry that our staff did not let you know this in advance, and they must not have seen your note requesting to be contacted if we were not able to fulfill the order
The rest of the package was fulfilled, and I’m sorry that you did not find the champagne and strawberries in the refrigerator in the roomIn a prior email I explained that we place the champagne and strawberries in the refrigerator too keep them chilled
Regardless, you were not satisfied and did not partake in the package elementsAs requested, we have issued you a credit on your credit card for $60.05; which is the difference between the package price and the price of a regular hotel room with no package
I’m sorry that your stay did not go off as planned, and I’m sorry that we did not meet your expectations
*** ***
I think that is very unprofessional for a General Manager to ignore and blow off a guest that had an issue at their hotelI have never heard of that and I was in the business for yearsIgnoring me is not going to make me go away sirLike you did with my email, your staff did the same with my requestI see a pattern with your propertyWe did not drink the champagneWe did not eat the strawberriesWe did not use the breakfast voucherYou're staff ruined a special night for usWhat is the problem here? This is a cut and dry mistake on your hotels partIm shocked you are making me waste this much time on itWhen someone brought and issue to my attention, I owned, fixed it, or passed it off to someone who could fix it but I always made sure to follow back up with that person to make sure it was fixedI see a complete lack of communication and care for this propertyIts sad because this property holds sentimental value to meNonetheless, I would like to, and deserve to be, compensated for the issues I had at your propertyAnd if you can't help me, could you please let me know who owns the property so I can contact them? I can also research it myself if you don't want to help me with that eitherIm not going away thoughI have wasted enough time with this and would like this resolved immediatelyThis is not how you treat paying customers, especially ones who pay close to $I also plan on fighting the charge and filing a claim with my bank as wellI should say tomorrow but if I don't hear from you by Tuesday, Ill assume Ive been pushed aside again and will contact the ownersThey deserve to know how their hotel is being run and how their guests are being treatedBlowing off a special day of our like you have done sir is not acceptable, especially for a hospitality managerIm angry, but Im more shocked that I would be ignored.
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I am going to be honest- I am a little disappointed that you did not offer some sort of compensation for your teams mistakeNo matter what time I ordered the flowers, I asked to be contacted if it was not able to happen so I could then prepare the room myselfAgain, this is the hotel staff's fault for not letting me knowAnd quite frankly, Im a little offended that you would feel a simple "sorry" would be sufficient for ruining such an important night for my girlfriend and myself, especially since we did not drink the bottle of champagne, we did not eat the strawberries, and we did not eat the free breakfastThis is down right unacceptableIts almost as if you and your staff don't really seem to care that our night was ruinedWe walked into a room that looked like an ordinary roomI wanted the wow factor and expected that from your staff, and at the very least, expected your staff to notify me that this is not possibleA sorry is not enough sirIll await your response
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Thank you for your email and input on how we could make the Romance Package have a better first impressionI researched your reservation and where we broke downIt appears that you made your reservation online around 11:30pm the night prior to arrival. And thus, orders for flowers for the following day had already been placedI’m sorry if we did not communicate with you that we could not be able to fulfill your flower order
The reason that the strawberries were placed in your refrigerator is because we do not know the exact time that a guest will arrive and we want them in the room upon your arrivalIf we leave them out in the room, and they sit there an hour or more we’ve had problems with the chocolate melting before the guest arrivesI’m sorry that this is not what you intended, but we do try our very best to give our guests the absolute best experience possible, but logistical issues sometimes get in the way
I’m happy to hear that your overall stay was good, and that you have fond memories of Fairmont in the past
Thank you again for staying with us at Fairmont, we very much appreciate your loyalty to Fairmont!
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My name is *** *** and I was a guest at your hotel last Saturday, August I purchased the Ultimate Romance Package as it is a special time for my girlfriend and I.
Im from Billings, MT, and Fairmont Hot Springs has been a place that my family took me to when I was younger, and I have a lot of great memories thereI have since moved to Texas, but decided to take my girlfriend to Yellowstone National Park and Glacier National ParkI thought it would be a great idea to make our special day at Fairmont since it has sentimental value to me
I really wanted the wow factor when we walked in the room, so I requested to have roses in the room as I heard that you guys do this upon requestNonetheless, I wanted to be notified if it couldn't be done and left that message on my reservation as I have forwarded belowIts in the "comments" sectionShe wasn't expecting anything, so I wanted it to be a big surprise to walk in to roses, sparkling wine, and chocolate covered strawberriesUpon entering the room, there was nothingNothing at all visible and I was recording with my phone as I wanted to catch her reactionI was really disappointed when I walked into the roomThe champagne and strawberries weren't even outThey were in the refrigeratorNeedless to say, it might seem minor but it ruined a special nightWe decided to dine out insteadWe didn't eat the strawberries, we didn't open the sparkling wine, and we didn't use the breakfast vouchers either
I was in the hotel business for years with ***I came up in the food and beverage department as a line level banquet houseman/server and ended up as a Food and Beverage DirectorI say that because I know that mistakes happen- I've dealt with plenty! I just wish somebody would have let me know that it couldn't be done, or whatever the issue was, so I could have done something myselfAs a suggestion, when people order the ultimate package, I believe they are usually trying to "Wow" someoneHaving the sparkling wine and strawberries in the refrigerator really doesn't have the effect it is supposed toI realize that these things need to stay coldIn the f&B depts that I worked in, we would make sure the reservation said what time to have the food and beverage in the room, that way we could set it out as they arrivedIf there was no time, the Front Desk notified us upon their arrival and we either beat them to the room and put it in the room, or we personally delivered it to them if they were already in the roomJust a suggestion
Otherwise, I love the place, it looked great, our room was fantastic, and the cheand check-out was very smoothThe front desk was very friendly and helpful, and I know that can be hard to come byI love the property and would still recommend it to everybody and Ill be staying there againI just wanted to shoot you an email now that Im back home from my vacation and have had a chance to sit down and write youI appreciate your time in reading this and wish all you guys the best!
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Reservation Confirmation
Confirmation number: ***
Activity
Description
Number of Guests
Start Date/Time
End Date/Time
Status
Price
Confirmation Number
Hotel Stay
Room Type: QUEEN QUEEN NON SMOKING; Rate Plan: Ultimate Romance Package
Sat, Aug 27, 3:00PM
Sun, Aug 28, 11:00AM
Confirmed
$
***
Comments
Can you please add rosesDoes it cost more? Please notify first is cost moneyI would like them so please make this happen! I appreciate your help
Itinerary
Saturday, August 27,
3:PM Room Type: QUEEN QUEEN NON SMOKING; Rate Plan: Ultimate Romance Package
*** ***

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Address: 5225 Fairmont Resort Rd., Fairmont Hot Springs, British Columbia, Canada, V0B 1L1

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