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“Beautiful facade - hides service flaws”

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Fairmont San Francisco
Ranked #30 of 230 Hotels in San Francisco
Certificate of Excellence
GreenLeadersSilver level
Reviewed 4 August 2014

A site to behold - Nob Hill - Fairmont - Grace Cathedral ...stunning ... Gorgeous lobby and helpful lobby staff - well appointed rooms. Expensive but we knew that going in.

Disappointment - average bar ... very average brunch buffet for the price ... Should be outstanding. Tonga Room in the basement ... A throw back to the 70's - aged room, poor quality drinks, slow service ... Please change it. Expected a brilliant restaurant of outstanding quality and a top notch bar experience. No luck with that - July 2014.

  • Stayed: July 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Fairmont Hotels & Resorts
1  Thank Ian B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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3,036 - 3,042 of 3,575 reviews

Reviewed 4 August 2014

We had a wonderful visit to San Francisco. The Fairmont was an excellent hotel. The staff was very helpful and attentive to all our needs. The rooms were spotless. We were on the 18th Floor and the view of San Francisco was impressive.

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with Fairmont Hotels & Resorts
Thank MAUREJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FairmontSF, Online Marketing Manager at Fairmont San Francisco, responded to this reviewResponded 5 August 2014

Thank you for commenting on your recent stay with us. We are thrilled to hear you you found the hotel excellent and the staff attentive. That is particularly gratifying to hear as we pride ourselves on delivering engaging service to our guests. Thanks again and we hope to welcome you again in the future.
Sincerely,
Lucas Schumacher

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Reviewed 4 August 2014

Great 3-night stay in San Francisco. Highly recommend this hotel. Beautiful lobby, beautiful rooms and beautiful views. Conveniently located near major bus and trolly car stops. Would definitely stay here again.

  • Stayed: July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Fairmont Hotels & Resorts
Thank Jennifer D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FairmontSF, Online Marketing Manager at Fairmont San Francisco, responded to this reviewResponded 5 August 2014

Thanks very much for your kind words about the hotel. I'm pleased you found the hotel beautiful and the view from Nob Hill wonderful. As you mentioned we are conveniently located with many of San Francisco's most desirable tourist attractions a short walk or cable car away. Thanks again and we hope to welcome you back in the future.
Sincerely,
Lucas Schumacher

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 August 2014

As so many others have noted, it's very pricey. We got a good deal on hotels.com and decided to spend the first night of our honeymoon here. Iconic hotel; we figured we'd kick off our week in luxury. Well, what a disappointment. It started off right with the professional and friendly doorman but went down hill very quickly when we entered the lobby. The female front desk clerk was extremely curt and disinterested. We were told our bags would be brought to our room. When we got to our room, the MAID sign was hanging on the door and dirty linen and glassware were piled next to the door. Fortunately the room was clean. Very small room on 6 with NO VIEW. Looked out onto a roof surrounded by other rooms. Very disappointed. We told her it was our honeymoon when we checked in, & if there was a nice room with a view she said they were sold out.
On to the Belldesk. We waited 30 mins for our bags before we called down. The Service Desk answered using my name but no other courtesy. She was curt and said she'd check with the Belldesk. Waited another 20 mins. Called down again. Said, curtly, let me check with the Belldesk. I then demanded she put me on hold, check and come back and tell me the status. She transferred me to the Belldesk. The Bellman was very unprofessional when I complained on how long it had taken, even daring to tell me "if you keep me on the phone it'll take longer to find your bags". Finally got my bags almost an hour after we checked in with the same Bellman blaming the Front Desk for not doing their job. Really?!
The evening Doorman was very friendly and helpful. We had a late night dessert snack in the lobby court bar. The waiter was very friendly & professional; the banana split was awesome.
Overall disappointing. We won't be back. Too many other hotels to try after this poor experience.

Stayed: August 2014, travelled as a couple
Thank Ana C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FairmontSF, Online Marketing Manager at Fairmont San Francisco, responded to this reviewResponded 5 August 2014

Thank you for taking the time to comment on your recent stay with us and congratulations on your marriage. We are very honored you chose to spend such a momentous occasion with us. As we pride ourselves on service, your experience is very disappointing to hear. I'm very sorry for the curtness and the staff and the lack of professionalism displayed. This is certainly not indicative of the level of service we strive to provide. I'm also sorry we were not able to honor your upgrade request. We are an extremely busy hotel and as a result are at times only able to place guests in the room category that they booked. Thank you again for your feedback I look forward to sharing with the staff. I hope that you would be willing to reconsider and stay with us again and allow us the opportunity to give you the experience you deserve.
Sincerely,
Lucas Schumacher

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Reviewed 4 August 2014 via mobile

Stayed there for 2 nights in July as part of our road trip in California and may I say what a top class hotel this is,friendly staff top quality room and service,fantastic location,wished we'd have stayed there longer,it really is the only place to stay in San Francisco!!!

Stayed: July 2014
Thank andrew p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FairmontSF, Online Marketing Manager at Fairmont San Francisco, responded to this reviewResponded 5 August 2014

Thank you for your kind words about the hotel. I'm pleased to hear you found the hotel top class and the service top quality. I look forward to sharing your kind words with the staff, I know they'll be thrilled to hear it.
Sincerely,
Lucas Schumacher

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Reviewed 3 August 2014

Lovely, grand hotel in Nob Hill area of San Francisco. Could hear people talking in adjoining rooms and hallway but it didn't keep us awake. Very nice stay but nothing above and beyond hotels in similar price range. Pricy breakfast - we ate somewhere else.

  • Stayed: July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Fairmont Hotels & Resorts
Thank Mutheradventure
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FairmontSF, Online Marketing Manager at Fairmont San Francisco, responded to this reviewResponded 5 August 2014

Thank you for your kind words about the hotel. As you mentioned we are the Grand Dame of Nob Hill and an iconic San Francisco property since 1907. I apologize for the noisiness of your room, but it sounds like it didn't too negatively affect your stay. Thanks again for sharing and we hope to welcome you again in the future.
Sincerely,
Lucas Schumacher

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Reviewed 3 August 2014

Great location, great service, clean. We had a room on the 20 th floor which had a view that was spectacular. Staff were A+ and got in late day one so headed down to Tonga room, tacky but worked out great for dinner and a great show by a band floating on a raft who were pretty good. Hotel is upper end no doubt, but if you are a guy who needs " points" with the better half, this is the place.

Room Tip: At top of Nob Hill so expect a work out if walking on those hills!
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  • Stayed: July 2014, travelled as a couple
    • Value
    • Rooms
    • Service
Thank TheVowel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FairmontSF, Online Marketing Manager at Fairmont San Francisco, responded to this reviewResponded 4 August 2014

Thank you for your kind words about the hotel. I'm thrilled to hear you had such a nice visit and found the staff so accommodating. We pride ourselves on great service and it sounds like we delivered on that promise to you. Tonga Room is an experience not to be missed, so it's nice to hear you enjoyed. Thanks again and we look forward to your return and helping you earn some more "points" with the better half.
Sincerely,
Lucas Schumacher

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Fairmont San Francisco

Address: 950 Mason St, San Francisco, CA 94108-6000
Phone Number:
Region: United States > California > San Francisco > Nob Hill
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
#6 Spa Hotel in San Francisco
#8 Family Hotel in San Francisco
#9 Business Hotel in San Francisco
#10 Romantic Hotel in San Francisco
#19 Luxury Hotel in San Francisco
#25 Green Hotel in San Francisco
Price Range: £186 - £581 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Fairmont San Francisco 5*
Number of rooms: 592
Official Description (provided by the hotel):
World-renowned, Fairmont San Francisco hotel presents an awe-inspiring picture of historic San Francisco. The grandeur of the hotel coupled with its reputation for impeccable service promises a truly memorable experience. Known for turning moments into memories for leisure and business travelers alike this luxury San Francisco hotel has been host to some of the most influential meetings and events, breathtaking weddings and personalized special occasions of the century. Fairmont San Francisco hotel provides accommodations that are a testament to luxury with 592 individually furnished and decorated guest rooms. The 62 elegant suites offer impressive views of the City and Bay. The hotel combines classic ambience with modern amenities. For business travelers, Fairmont San Francisco hotel accommodations features include a spacious work desk, multi-line telephone with voice-mail and High Speed Internet Access. Each of the hotel's spacious guest rooms and suites have been elegantly updated including flat screen TVs, luxury linen ensembles and pillow top beds. ... more   less 
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Also Known As:
The Fairmont San Francisco Hotel San Francisco
Fairmont Hotel San Francisco
San Francisco Fairmont

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