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“Lovely location, however a few issues with room and service”

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The Fairmont Empress
Ranked #19 of 52 Hotels in Victoria
Certificate of Excellence
GreenLeadersGold level
South East England
Level Contributor
18 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Lovely location, however a few issues with room and service”
Reviewed 3 August 2014

This hotel is in a stunning location, right on the waters edge in Victoria. Having arrived by seaplane it was a short walk up from the inner harbour to the hotel. we had pre booked a deluxe room and after a good experience at reception, we were disappointed to reach our room, it was badly lit, with very dirty windows and overall a little depressing. I retuned to reception and Alex the receptionist did do all he could to help us move rooms. this did however cost me a further CAD£50 a night to move from the first to 5th floor, with a small window overlooking the harbour. The room though was much brighter and lighter. We had lunch and dinner several times during our stay at the Verandah restaurant. This is a fantastic restaurant to watch the sun going town with a good selection of food and wines. The most outstanding feature by far though is the staff who looked after us in the restaurant, Adrian, Martina and Madeleine were first class on every occasion we visited and certainly improved my overall rating from 3 to 4 for our stay. The pool is well worth a visit too.

If there is one area to improve upon, its the organisation of the breakfast room. I stay in hotels at least once a week on business and haven't experienced such disorganisation before. On both mornings the booking in of guests was slow often with 10-15 people queuing down the corridor for up to 10-15 minted waiting to be seated. On both occasions i counted up to 8 tables fully made and ready to be used which just added to waiting guests frustration, however there seems to be a blockage at the restaurant check in desk. Clearly there will always be pressure at times given the limited number of tables vs hotel guests, however it certainly was an issue whenever we walked past over the breakfast period.
If you visit Victoria, you won't find a better location for a hotel. Despite a few issues, the service from the staff made up for it.

Room Tip: Ask for a high room overlooking the harbour or gardens. Make us of the pool, its a great facility...
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  • Stayed July 2014, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
Thank MS12344321
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FairmontEmpress1908, General Manager at The Fairmont Empress, responded to this review, 8 August 2014
Dear Valued Guest,

Thank you for taking the time to write a review on Trip Advisor of your recent stay with us. I was happy to read that you enjoyed our wonderful location, within walking distance to so many venues. I apologize that the room you were booked into was not acceptable but am happy that Alex was able to help get you a room that was more suitable. I am happy that you were able to enjoy our Veranda Restaurant with its wonderful food and vista. I will certainly pass along your wonderful comments regarding the staff. Thank you for your feedback regarding breakfast. Your comments are valuable to us in order to keep improving our service to our guests. I will be forwarding your comments to our Food & Beverage Manager. I am so pleased to hear that we were able to provide you with the service that The Fairmont Empress is so well known for. Thank you again. We look forward to welcoming you back again soon.

Kind regards,

Don Fennerty
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Heiligenhaus
1 review
Reviewed 3 August 2014

Excellent professionals at work! All thumbs up for the whole Fairmont Team!
Very understanding staff and all of them were ready to help and assist their guests in the best possible way they could also they took time to listen carefully to your concerns. Its an excellent service which made me feel well taken care of. Thank you Fairmont The Empress in Victoria!

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Fairmont Hotels & Resorts

Helpful?
Thank Mary Ann P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Clearwater, Florida
Level Contributor
28 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 3 August 2014

We wouldn't stay anywhere else - the location is quite possibly THE BEST in the area. The hotel is rich in history and beautiful. The rooms were large, clean, and comfortable. Service was fantastic - the staff could not have been more friendly or helpful. One negative - no air conditioning. Probably not a problem most of the time, but it did get a little warm in July. We will definitely stay here again when we visit Victoria.

  • Stayed July 2014, travelled as a couple
    • Location
    • Sleep Quality
    • Service
Helpful?
Thank Jodi L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Meadow Vista
1 review
Reviewed 2 August 2014

The exterior of the hotel is quite beautiful but the interior leaves a lot to be desired. The rooms are old and the furniture needs to be replaced. The upholstered chair in our guest room was soiled and curtains were dusty. Part of the issue is the hotel is very old and certain things can not be refitted. Nonetheless, no excuse for not having pristine rooms with luxury linens etc.
The food and beverage service fared much better!! The Empress Room was a great place for a wonderful breakfast and special dinner.

  • Stayed July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Fairmont Hotels & Resorts

Helpful?
Thank Margaret H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FairmontEmpress1908, General Manager at The Fairmont Empress, responded to this review, 8 August 2014
Dear Valued Guest from Meadow Visa,

Thank you for taking the time to write a review on Trip Advisor of your recent stay with us. The need for refurbishing our guestrooms is certainly an area we are discussing with our new owners as we plan for future renovations. Your comments are helpful to us in this regard, and allow us to confirm that we are investing in improvements that are most important to our valued guests. I am pleased to read that you enjoyed our exterior. We have a very dedicated group of gardeners who keep our grounds and gardens pristine all year. Thank you again for taking the time to write a review. We look forward to welcoming you back again one day soon.

Kind regards,

Don Fennerty
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Temiskaming Shores, Canada
Level Contributor
30 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 2 August 2014

Excellent service. Water view and high floor worth the extra money. Relaxing and elegant atmosphere throughout hotel. Room service worth it with attention to detail and food. Very comfortable beds with lovely linens.

  • Stayed June 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank traveller183459
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
West Hills
1 review
Reviewed 2 August 2014

It was our first time at the fairmont empress and we had a lovely stay. The location of this hotel was wonderful! We stepped out on a saturday night and there was entertainment all around. The hotel itself was a fun place to roam atound.

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Fairmont Hotels & Resorts

Helpful?
Thank Aiko G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Guildford, United Kingdom
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 1 August 2014 via mobile

Family of 5 stayed in large deluxe room - spacious room, small bathroom. Furnishings not contemporary but part of the faded grandeur. Great service, fabulous old dining room and lovely breakfast. Good size pool. Would definitely stay again.

Stayed August 2014
Helpful?
Thank Steve B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FairmontEmpress1908, General Manager at The Fairmont Empress, responded to this review, 8 August 2014
Dear Valued Guest from Guildford,

Thank you for taking the time to write such a great review on Tripadvisor of your recent stay with us. I am so pleased to read that we were able to provide you with the service that The Fairmont Empress is so well known for. I am also happy that you and your family were able to enjoy our pool area as well as our historical dining room. Thank you again for taking the time to write such a great review. We look forward to welcoming you back to The Fairmont Empress when your travels bring you to Victoria again.

Kind regards,

Don Fennerty
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Fairmont Empress

Property: The Fairmont Empress
Address: 721 Government Street, Victoria, British Columbia V8W 1W5, Canada
Phone Number:
Region: Canada > British Columbia > Vancouver Island > Victoria Capital Regional District > Victoria
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Green Hotel in Victoria
#7 Spa Hotel in Victoria
#9 Luxury Hotel in Victoria
#13 Business Hotel in Victoria
#16 Romantic Hotel in Victoria
#17 Family Hotel in Victoria
Price Range (Based on Average Rates): £££
Hotel Class:4 star — The Fairmont Empress 4*
Number of rooms: 477
Official Description (provided by the hotel):
The Fairmont Empress sits majestically at the cornerstone of Victoria's sparkling Inner Harbour. This landmark hotel features turn of the century architecture, classic beauty and an unrivaled location on the water. It features the highly acclaimed Willow Stream Spa regarded as one of the best spas in Canada. Food lovers can sample the English ritual of Afternoon Tea, savour the famous curry buffet in The Bengal Lounge or sample award-winning food and wine in The Empress Room. The Fairmont Empress offers wireless internet access in all guestrooms, and it is complimentary for our Fairmont President's Club members, free to join. ... more   less 
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Also Known As:
The Fairmont Empress Hotel Victoria
Fairmont Hotel Victoria
Fairmont Hotel Empress
Empress Hotel Victoria
Fairmont Victoria
Victoria Fairmont
Fairmont Empress Hotel
The Fairmont Empress Victoria, Vancouver Island

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