While our experience wasn't terrible, we certainly expected more for what we were paying. We arrived to the hotel early with the hope that we could get an early check-in since we have a 21 month old baby who would need a nap sometime between 12-2pm. We conveyed this to Cameron at the front desk, and he very warmly and sincerely stated that he understood our situation and would personally do his best to make this happen. He confided to us that we would probably need to wait until 1pm but he would, "...place us at the top of the queue," based on our circumstance and he would make us his "first priority," to ensure our son would get his nap. After getting something to eat, we returned to check on our room (I also texted Cameron from the text thread created by the Fairmont, asking if the room was ready, but did not hear from him), and we were told by another front desk attendant that it was not yet ready. Every half hour after that we checked in at the front desk, and at one point we connected with Cameron again and he said that he personally went to our room (a Jr Suite) to check on our room and contacted housekeeping on our behalf (and to also let them know there was a "sizable" tip left by the departing guest--I suppose this was his way of showing us that he went up to our room but I have no idea). To make a long story short, it was almost 3pm when I pleaded with another front desk attendant that we would do anything to get a room so our kiddo could take a nap. She changed our Jr. Suite to two adjoining rooms and although I wanted our entire family to be together in one room, we were fine with the switch since our tired kiddo desperately needed some sleep. Interestingly, a woman next to me at the front desk abruptly checked out after telling Cameron how disrespectful he was, telling her she was "his first priority" for two days, and each day she had to sit around and wait for her room to be cleaned. In all candor, I wanted to high-five this woman who said exactly what I wish I could articulate. Again, she checked out early and if my family was in a position to find another place, we would have done the same and simply found another place. As one can imagine, this initial interaction and issue colored our stay and knowing how much we were paying (almost $1,500 for two nights) certainly added to our dissatisfaction. The rest of our stay was fine, but again, the initial issues left an incredibly bad taste in our mouths. Perhaps in all fairness, we expected better customer service when paying this much for a room and maybe this is our own fault for having high expectations of customer service.…
Your hotel is beautiful. We had a wonderful experience staying at the Fairmont. We came for a weekend wedding at your hotel and it was lovely. On a side note, my pajama pants accidentally were picked up by housekeeping and went into your laundry. You were able to find them and bring them back! Your staff was kind and helpful. The reason you received a nine instead of a ten, is that we could hear our neighbors through the walls - talking and snoring. Also, our shower curtain was dirty.
I love this hotel. The location is great. The service is incredible. For business travel FAIRMONT SF is perfect. Able to work in room or in the outdoor corridor and to take meetings in the restaurant and bar. Views from upper floors are so amazing. It makes a work trip feel like a vacay!!!!
I loved this Hotel located right in Downtown San Francisco. The room was spacious and well-appointed with all the amenities including a Keurig coffee maker. The staff was courteous, friendly, and very responsive. great hospitality. the only thing I would add as a request - they should have a 24-hour gym. the gym closes at 2 pm on Sundays, which is a tad early on the weekends.
I thoroughly enjoyed my stay at the Fairmont San Francisco. The staff was outstandingly kind, and my room was absolutely stunning. My tower room had the best view of the city that I've ever seen, and the bed was very comfortable. Thank you to the Fairmont for a fabulous stay in San Francisco. I will be back!
Hotel in prime position but we were surprised to have to pay for internet and not be provided with complimentary bottled water, given the room rate. Mini bar had been cleared out and hotel bar hours unaccommodating. We were also still waiting to have our room made up by mid afternoon and had to ask for this to be done. Stills seems to be trading mainly on its past reputation but sadly it doesn’t match the service standards one expects these days, especially for what you pay. We won’t be returning.
I’m not sure where to start about my experience here. It seems fitting to start at the beginning. From the moment we pulled up, we were treated like valued guests. Valet, bellhop, Sean, William and Eldridge, thank you so much. Sometimes people don’t realize the impression they leave on others, these guys are the best. Check in was efficient, the hotel is beautiful with high ceilings. Sean helped us with our bags and we made our way to the golden gate suite. Wow. The views from the suite are unforgettable. We took Sean’s advice and had dinner at the Tonga Room - it was so good we brought our friends back the next night for a memorable dinner and good time. I didn’t get the hostesses name, dark hair young lady, a big thank you for your infectious personality and warmth. Our two nights at this hotel are some of my fondest vacation memories. Life is short, do yourself a favor and stay here sometime.…
I have long looked forward to visiting San Francisco and staying at the Fairmont. My stay did not disappoint. We enjoyed the hotel, the service and hospitality of Eldredge (Bellman) was exceptional! Truly Five Star!!!
The internet was not working the entire time during our stay. A engineer took it upon himself to walk into our room uninvited when we did not answer the door. we expressed our concerns with the front desk upon check out and was told a manager would reach out to us. To date we have not received a call from a manager.
We are here now and the hotel is beautiful. Rooms are large like all Fairmont hotels. All my interactions with service has been fine. No complaints. Concierge has been fantastic. Not sure why other reviews were so bad but know SF has been having a lot of staffing problems. Maybe that was the cause.
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