I had been staying at the this hotel every time I was in town for business (usually every other month at least) for over 2 years. I did not stay there because I thought the services were wonderful or that the rooms were great, I stayed because the access to my place of business was great, only several blocks of walking and because the parking provided was very reasonable. I had always been disappointed in the cleanliness of the rooms and on more than several occasions had had to switch rooms because of this issue but it never really seemed to get resolved so I had decided to compromise my normal standards of cleanliness and service for the convenience of this hotels location.
I arrived for a late check-in at 11pm after a very long flight. I had a reservation that had been in place for approx 3 months. When i went to check in everything proceeded normally and soon the staff were loading up my suitcases and helping me up to my room. When we got to the room, the key would not work. I tried several times at which point in time the gent helping me said that he would radio for permission to use hte master key. He was given the go ahead and unlocked the door and ushered me in in front of him where I was suddenly confronted with a very angry, very large undressed man screaming at me to get out of his room!!! I went running out of there very quickly and of course went downstairs along with the bellhop to see why someone was in my room. Turns out they had double booked my room and had no other rooms avail but 2 rooms that were under construction on the smoking floor. I politely said no thank you as I am allergic to cigarette smoke and also wanted a clean room where I could have a hot shower. They assured me that they would find a room for me at another hotel. By this time it was midnight and I had not slept in over 20 hours. I went and sat in a chair in the lounge waiting for them to find me a hotel. Over half an hour had gone by and I hadn't seen or heard from anyone so I went to find out what was happening. Turns out they had gotten busy with other concerns which was very frustrating. I asked to speak to the manager and he assured me that he would make this his top priority and would have me a room within an hour at another hotel. Another half hour went by and still nothing, this time I was offered a newspaper to help pass the time. I reinforced that I had a reservation and I was getting frustrated because it was late and I had a 7am appt to be to. About 20 minutes later the manager sent over a desk staff member to tell me that the best they could do was a room in Okotoks. I asked where that was and they told me about 1/2 hour out of the city. I politely told them that would not work, I had no rental car yet and would need a cab. They said they would call one but would not pay for one even though this was clearly their mistake. Then they gave me even better news...the room in Okotoks was smoking as well! I finally decided that rather than sleep on the street I should just take the room they had that was under construction and try and get a few hours of sleep. I did, everything was covered in dust but by this time I was so tired it didn't even matter. When I went down the next morning I asked if my things could be transferred to another room during the day while I was at my meetings. No one knew why I would ask for something like that. They had to call the night manager at home and ask what the scenario was. When I got back that evening my things had been transferred to another room....another smoking room!!! I was told again that they didn't have anything else available despite the fact that I had a reservation and am a gold member! The next morning when I went to check out they charged me full price for both nights stay. I asked to speak with the manager regarding this and when I did she said that the most they could do for me was apologize, promise it wouldn't happen again and perhaps would I like breakfast for 50% off that morning?!!!!!!! I will never return to this hotel, it is substandard to begin with but is staffed with people with no competency or skill and no compassion at all!!!
- Official Description (provided by the hotel):
- Since 1914, The Fairmont Palliser has been the city's premier address, the cornerstone of Calgary's hospitality industry and a landmark building that is rich in history and architecture. Set in the heart of the city, The Fairmont Palliser is a historical landmark offering distinctive accommodation in elegant surroundings. Recent renovations include five floors of guest rooms and the expansion of Fairmont Gold. A brand new Fairmont Gold Lounge, Concierge and Check-in area can be found on the Penthouse Level. ... more less
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- Also Known As:
- The Fairmont Palliser Hotel Calgary
- Fairmont Hotel Calgary
- Fairmont Hotel Palliser
- Fairmont Calgary
- Calgary Fairmont