My boyfriend and I stayed here for Halloween weekend. He had stayed at this property 4 years back, and so it was assumed it would be fine. Unfortunately he even told me he didn't remember it being the way it was when we stayed.
The hotel exterior and lobby are beautiful, and being opened in 1929, has a lot of history. The elevators have gorgeous ornate woodwork, and the lobby is large and very classic. The bathrooms have a lot of marble, and while small, was elegant and carried higher quality products. The doormen are dressed in classic attire which is charming and the front desk staff is helpful and non pretentious. I was able to extend my check out to 1pm with no charge. Location is excellent, everything is a walk/cab/subway/bus/short drive away. Now, the surprises.
There is no parking for the hotel, as in they do not have thier own lot. So its valet or self park. The self park closest to the hotel has no elevators, so good luck. Wi-fi is extra unless you book a room upgraded from standard. The standard rooms are old, outdated, and small. The halls are dimly lit and have a slight musky smell to them from the years when smoking was allowed everywhere. While I understand that the hotel is over 80 years old, it is in need of renovations (which I believe they are planning to start soon) and more modern decor (change the carpet, wall paper, beddings, and that would be a major improvement already). The wallpaper was peeling slightly, the carpet had little stains here and there, and the furniture and bedding is out of date and quite worn. There was a few drops of liquid foundation that was not wiped off the bathroom counter, and we found some hair in-between the sheets in one of the beds.
Here's the best part: the hotel was prepaid. We brought our own beer and wine, and moved some stuff around in the mini fridge to accommodate our supply BUT DID NOT TAKE ANYTHING. When we had come back after our night out, there was a reciept for the room charges which didn't make sense as my room was prepaid. When I checked out, the gentleman at the front desk told me that I only booked and was not charged through the site used and this was the charge for the room. WRONG. The site had charged me, and the Fairmont charged me again! Then there was a mysterious extra $70 on my card. When I called to get my refund and inquire about the second charge, I found out the second charge was for items I did not take in the fridge! My suggestion: come up with a better way to keep track of inventory. The woman I spoke to was quick, very pleasant, verified that I had be refunded for both charges, sent me invoices for both refunds by email, and apologized for the mix up. Great customer service.
The stay wasn't terrible, but I've had better and I'm not too picky. For a 1 night stay, it's fine. The hotel needs to update the rooms and furniture within. Also, make sure housekeeping pays more attention to the cleanliness of the room.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review—while we are happy that our team provided outstanding service and there were many positive aspects of your visit, we sincerely apologize for the lapses in maintenance and housekeeping and for our billing errors. These mistakes are unacceptable and in no way reflective of our normal attention to detail. We have contacted you directly for more information so that we may apologize in a personal way and address these errors with the colleagues involved.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.