6/10 Good
7 January 2025
Stayed at the Fairmont on a number of occasions and was very excited to stay at again. WE were contacted in the run up to the stay that room upgrades were available - we responded on every occasion accepting the upgrade. On arrival at reception on the day of arrival the Reception had no idea about the request even showing the emails. We went to our confirmed room and entered into a room with a Smell of DAMP , the floor was wet and bedding very Damp. We called reception immediately and told no other rooms were available. I emailed a manager and had a response within a few hours offering to show me a few other rooms (miracle after none were available) - we moved rooms that day and later started to realise that the Damp issue , is around the entire hotel. We heard from a few other guests with the same problem and not something that you would expect from a hotel at this standard. Standard of service around the restaurants and pool was awful. Super slow and priortising outside guests. Room service was shocking - we ordered a cheese board which arrived an hour later with no bread , requested bread and another hour later nothing received. Really sad to see a hotel of this level become like this. Really hope to see things improve as its a great location for a hotel and has great potential.
JOHN
JOHN, 4-night trip
Verified Hotels.com guest review
