We stayed at the Fairmont Sonoma for 3 nights in June. Check in was a nightmare! We arrived about 2pm and were told our room was not ready but should be ready by 3:00. So we head out to the pool for a drink to wait. At 3:20, we check on the room again. Nope, room is still not cleaned. That guy gave us the room key anyway and told us he would call our cell phone when housekeeping told him the room was ready. After 4:00, we went to check on the room ourselves. The bed was not made up and it was half cleaned. We saw a housekeeping lady in the all and she said it would be "one more hour". So we waited, still no phone call...at 5:00pm, we asked at the front desk and were told the room was ready and our bags were being sent up right now.
We went to the room, opened the door, and it was still not ready--bed still unmade, etc... So, off to the front desk again begging for a room. Oh, surprise... they did have another room for us. Since it was almost 5:30 at this time, I just wanted my suitcase so we could shower for dinner. They actually allowed me to get my suitcase out of the bell hop's closet and carry all of my luggage by myself to the new room. I was shocked that nobody offered to help. What is a bell hop for???? Unbelievable--no service. This just started us off on the wrong foot.
After that, we did enjoy our room and I used the spa. The spa was great although it could be a bit unorganized too. The ritual bath was not really explained to me well and I had to ask another guest what to do.
We had a dinner at the restaurant one night with a group. It was the longest dinner I have ever had! It took over 4 hours to complete the meal. The food was good, but the service was incredibly slow.
So...overall it was fine. Its not a "Four Seasons" quality place, I would not pay big bucks to stay here again. They need to work on their customer service before I would return.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Would I recommend this hotel to my best friend?
probably not
I recommend this hotel for:
An amazing honeymoon, A romantic getaway, Girlfriend getaway, Tourists
I do not recommend this hotel for:
Young singles, Great pool scene, Pet owners, Families with young children, Families with teenagers
I selected this hotel as a top choice for:
Golf, Spa, Other