We stayed at the Fairmont Pittsburgh for 5 nights in November. Check in was easy but the front desk staff did not inform us of the option to get free news papers delivered to our room. We discovered this the next morning and had to call for the service going forward. Our room (2 queens with a river view) was comfortable, spacious and well-appointed. Valet parking was certainly not worth it (at $30) when one could pull in to the parking garage and pay $19 for the day.
We were disappointed by some service issues and the management response to those issues once we raised them: we came back to the room one day and found our dirty coffee cups still there from the morning and no change of towels and bath mat despite them being on the floor for a change. Upon calling to report this, we were assured that house-keeping would address these issues immediately and that the manager had been notified. We got back from dinner to find the dirty coffee cups still there. We called again and the night house-keeping manager indicated that he had called his staff to have this done. He did not check to make sure it was done himself. Clearly it hadn't happened. The following day, we came back in the evening to an apology note (accompanied by a bottle of water and some snacks?) indicating that this would not happen again. Shockingly, the dirty coffee cups were still in the room! We called again and the night house-keeping staff member came up to visit us. He apologized but could not explain why they (the management) had not followed up on this problem despite two calls from us and the problem from the night before. What baffled us is that despite concerns raised by a guest more than one time, the management did not follow up in a responsible manner. They kept indicating that they told the staff to take care of the problem yet they hadn't come up themselves to check. The answer to our problem was not a complementary bottle of water and some snacks!
As a President's Club member, I have stayed in numerous Fairmont properties over the years and the service has always been excellent. The management at this newish Fairmont property needs to demonstrate much more accountability for issue raised by guests. It is as much their responsibility to check on things as it is the staff's.
- Official Description (provided by the hotel):
- Located in the heart of downtown Pittsburgh, Fairmont Pittsburgh is within walking distance to the city’s thriving Cultural District, Market Square, eclectic shopping and world-class sporting venues. The Four Diamond, 185-room property is LEED certified at the Gold level. ... more less
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- Also Known As:
- Fairmont Pittsburgh Hotel Pittsburgh