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Fairmont Hotels and Resorts

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Fairmont Hotels and Resorts Reviews (4)

Dear Ms. HorneThe Hotel, in conjunction with our ownership group, began investigating some external water leakage issues in March. It was determined, at the end of March, the problem was more serious than we expected and the only solution to resolve the issue was by resurfacing the external...

facade of the building along with resealing and resurfacing the interior window walls in our guest rooms. If the hotel did not immediately move forward with this project, the cracks allowing the water to penetrate could manifest into a more serious issue. The safety and well being of our guests is a priority and the decision was made to move forward with the project as an emergency immediately. The project began the first week of April and affected our guest room inventory immediately as we closed a full floor to allow the workmen the space to work efficiently and protect the service experience of our guests scheduled to arrive.The Hotel began the process of notifying our event planners, group meeting planners, and travel agents who we expected would be impacted by this project so that we could be as transparent as possible with our upcoming construction project. This process took the duration of April as the team worked through inventory issues due to rooms being out of order. Plans for how to properly re-surface our famed Courtyard began in April but were not finalized until the end of May, with work beginning in June. Our goal was (and still is) to provide updates to our guests, in real time.The customer on record was notified in early May. We have talked with the bride of this event and have apologized to her and her fiance. In an ideal situation, they would have found out in early April and this was an oversight on our part, but in no way was it intentional. On May 9th, we agreed to a private settlement.At this time, inventory issues due to lack of guest rooms, have been resolved. In addition, all of our customers with planned events occurring during the scheduled construction time have been notified and we have received a significant amount of positive feedback from our guests and third party partners with respect to our disclosure and resolution of any issues. We sincerely appreciate the patience of our guests and event planners as we continue to work through this project.Thank you.

Review: I purchased a hotel reservation from [redacted] on 10/15/13 at 10:39PM. On 10/16/13 at 10:22AM, I had thought that I mistakenly purchased the refundable option (which is more expensive), I cancelled the reservation with the intention of booking the cheaper non-refundable reservation. Unfortunately, this was a mistake and I had originally purchased the non-refundable ticket. I called [redacted] on 10/16/13 at 10:30AM to see if they would reinstate my reservation, that it was a mistake and opened ticket #[redacted] with this request. They were helpful and said that if it were up to them they would be willing to refund or reinstate my reservation. However, it was [redacted] at the Fairmont Hotel that was unwilling. [redacted] suggested that I call the hotel directly. I've tried to contact [redacted] and have left emails, voicemail messages, I have had the general number send her an email to contact me as soon as possible. She has yet to return ANY of my phone calls.

This is a case where technical error and a mistake has not been addressed or remedied.Desired Settlement: Originally, I would have liked to have my reservation re-instated. However, due to the fact that it is now 10/18/13 and the chances of this being resolved in time for my trip is minimal, I am asking for the full refund in the amount of $1,363.08

Business

Response:

November 25, 2013

Dear **. [redacted],

Thank you for forwarding **. [redacted]’s letter to our attention. **. [redacted] had two reservations at the Fairmont Washington DC, Georgetown (confirmation numbers [redacted] and [redacted]EXPE). The former was a no-show. **. [redacted] did use her second reservation and stayed at the hotel arriving on October 31 and departing on November 3. We have refunded the no-show charge on the first reservation. We have reached out to **. [redacted] via email as well as left her a voice message informing her of the reversal and offering assistance with any other questions or concerns she might have. We have not heard back from **. [redacted].

Please feel free to contact me with any questions on this matter.

Thank you.

Review: Our wedding is June (of this year) at the Fairmont in DC and we were informed yesterday (May 7th) that there will be a major construction project undertaken to address an external water leakageThey will be erecting scaffolding on the external walls that face the street and in the interior courtyardIt essentially ruins the aesthetic of the space.I understand that an issue like this is out of the hotel's control, however this is the issue:
The hotel insisted to me over and over again that they only just found out about this issue on Friday of last weekHowever, after pressing them, I learned that another couple learned last week at their tastingWe also did our own research - through social networking, a mutual friend of another couple informed us that the hotel told them April about the matterTheir wedding was to be May We also found out weeks before our weddingThe pattern is concerning
A search online of DC inspection/construction permits has revealed to us what are likely the permits regarding this projectIf these are one in the same for this project, the hotel was seeking permits for this work as far back as March
The Fairmont is letting people out of their contracts with full refunds, but we believe that because this emergency project must take place during the high season of weddings, they are purposefully withholding this information until weeks out to make it difficult for people to find alternatives
If you do choose to stay there, we learned this about guest rooms from the other couple (this information was not shared with us) - direct quote from email from the bride:
"they told us that because of the construction, they could not guarantee any of our guests' rooms or our own roomWe spent about a week going back and forth with [redacted], just trying to get some certainty on that point - what we wanted was for them to agree to book our guests at an equivalent hotel of our choice if they could not guarantee our rooms five weeks out from the wedding, which they said they could not do."
So even if a couple keeps their reception there, they should be aware that they are not fully disclosing the problems you may be facingThis was not disclosed to us and we met with a hotel staff person in person today (May 8th)
We do not want other couples who are having a wedding between now and the end of September to be caught blindsided when they could have the opportunity to know sooner
In addition to the couple we met, they know of two other couples potentially impacted
We don't want other couples of DC to be caught flatfooted.Desired Settlement: Initially we were content with simply getting a refund and trying to move the wedding to another location
However, due to the misinformation we have now discovered we would like a) to be compensated above the refund amount and b) a guarantee from the Fairmont that they have informed ALL couples who are having a future wedding there about the construction
Business
Response:
Dear MsHorneThe Hotel, in conjunction with our ownership group, began investigating some external water leakage issues in MarchIt was determined, at the end of March, the problem was more serious than we expected and the only solution to resolve the issue was by resurfacing the external facade of the building along with resealing and resurfacing the interior window walls in our guest roomsIf the hotel did not immediately move forward with this project, the cracks allowing the water to penetrate could manifest into a more serious issueThe safety and well being of our guests is a priority and the decision was made to move forward with the project as an emergency immediatelyThe project began the first week of April and affected our guest room inventory immediately as we closed a full floor to allow the workmen the space to work efficiently and protect the service experience of our guests scheduled to arrive.The Hotel began the process of notifying our event planners, group meeting planners, and travel agents who we expected would be impacted by this project so that we could be as transparent as possible with our upcoming construction projectThis process took the duration of April as the team worked through inventory issues due to rooms being out of orderPlans for how to properly re-surface our famed Courtyard began in April but were not finalized until the end of May, with work beginning in JuneOur goal was (and still is) to provide updates to our guests, in real time.The customer on record was notified in early MayWe have talked with the bride of this event and have apologized to her and her fianceIn an ideal situation, they would have found out in early April and this was an oversight on our part, but in no way was it intentionalOn May 9th, we agreed to a private settlement.At this time, inventory issues due to lack of guest rooms, have been resolvedIn addition, all of our customers with planned events occurring during the scheduled construction time have been notified and we have received a significant amount of positive feedback from our guests and third party partners with respect to our disclosure and resolution of any issuesWe sincerely appreciate the patience of our guests and event planners as we continue to work through this project.Thank you

Review: I booked a very expensive shellac manicure and pedicure from your salon on site and it was just awful

and your spa employees were very rude.Desired Settlement: I emailed the hotel directly and they didnt even give me the decency to apologize or even respond.

So I am going this route.

Business

Response:

November 20, 2013

Dear [redacted],

We are in receipt of the enclosed letter regarding complaint #[redacted] submitted on October 29, 2013. The claimant [redacted] stated that she booked a very expensive shellac manicure and pedicure in our salon on site which she was not happy with.

We do not have a salon in our hotel the Fairmont Washington, D.C., [redacted]. On property we have the [redacted] Gym which offers workouts, personal trainers, pool access and CrossFit. We do not offer any type of nail, facial or massage type of services on our property.

Could you kindly remove this complaint from the Revdex.com website?

If you need to contact me with any other questions, please feel free to contact me via the business card enclosed.

Kindest regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Nothing has been resolved. This has been a very disappointing experience.

Regards,

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Address: 2401 M St. NW, Washington, District of Columbia, United States, 20037

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