I traveled to the Fairmont Hotel Vancouver for a conferencewith my work colleagues. As the nurse manager of my clinic, I was responsible for making all the travel arrangements. I booked 3 deluxe rooms with two queen beds in each. We checked in April 21,2012. When I saw the room we had been assigned, I was immediately impressed. The room was spacious, with a separate seating area. It was a corner unit with many windows and a balcony. However, we noticed a dog bed in the corner of the room, and after being in the room a few minutes, began to smell a “pet smell”. My roommate has pet allergies, so I immediately called the front desk to request a roomchange. They were very accommodating,and assured us they would move us to a comparable room right away. We received new room keys within 30minutes. The keys were delivered by a manager with apologies. We moved to the new room only to find that we had been moved to a standard room, much smallerthan the room we had originally booked. We called the front desk again, and they confirmed that this was NOT a comparable room to what we had booked, but it was what was available. They said they were completely booked, and to try again in the evening hours to see if any other rooms were available. After dinner, we went back to the front desk to see if another room was available. The front desk person had no record of our complaint, but did try to be accommodating to us. She was able to give us a newroom, and reassured us that it was comparable to the deluxe queen that I had booked. However, when we moved to theTHIRD room of the day, it was clearly still not comparable. We could have fit two of these rooms into our original room. Additionally, I inspected the other 2 deluxe rooms that I had booked that were now occupied by my other employees, only to find that they had humongous rooms with spacious seating areas and many windows with balconies as well. There was a clear distinction between the room we ended up in, and the first room that we checked into. I explained this to the front desk, and they kept assuring me that I was in a comparable room. When checking out, I was charged for the deluxe room and had to request that a manager adjust therate to the standard rate, since we did NOT stay in a deluxe room. At no point was there an apology, or a visit to our room to clear up the misunderstanding. I booked the deluxe queen rooms so that my roommate and I would be comfortable sharing a room, and instead we were tripping over each other the entire time, cramped in our room while our fellow employees raved about how “huge” their rooms were. I have stayed in Fairmont hotels before and expect a very high level of customer service. Instead, I was extremely dissatisfied with the service, and disappointed that no one made any attempts to appease me. I will not stay at the Fairmont hotel Vancouver,and I will have to give pause before booking any other Fairmont hotels.
- Official Description (provided by the hotel):
- The Fairmont Hotel Vancouver is centrally located, close to Robson street shopping and many cultural offerings. The lobby features designer shops, including the flagship Louis Vuitton boutique, Gucci, Omega, and St. John. The hotel has a state-of-the-art health club, indoor pool and Absolute Spa. Vancouver's landmark hotel, the castle in the heart of the city is rich in history, vibrant and cosmopolitan. Please note that the pool is closed for maintenance until June 30, 2017. Guests will be provided nearby alternative options including indoor and outdoor heated pools. Fairmont Hotel Vancouver will continue its guest room renovation project until July, 2017. Floors under renovation will be closed with no guest access and construction is limited to 09:30am to 5:30pm, minimizing any impact to guests staying with us. We look forward to unveiling these exciting updates in July 2017. ... more less
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- Also Known As:
- Fairmont Vancouver
- Vancouver Fairmont