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Reviewed 3 weeks ago via mobile

Booked a overnight stay on 14th Sep for cruise the next day. Staying with family (10 people) on our group. Booked cruise package (guaranteed 9am room ) and included breakfast and booked a 2 bedroom suite and a double room. Completed a 3rd party authorization for single bill and parents were arriving at 7am from Australia and we arriving at 12 midday from Australia. Main reason we booked was the cruise rate was 9am guaranteed room after 14ht flight from Australia. Emailed them 3 days prior to ensure 9am guarantee room and got reply saying not certain. Had to forward them the email trail and staff apologize, yes 9am guaranteed room and all sorted for our arrival. Forwarded email trial to sister just in case. Parents and sister arrived at 9am, room not available. Staff knew nothing of 9am room guarantee. Sister showed them emails and they said sorry. Gave us a temporary suite for 2 people to sleep ( party of 6). We got there at 1pm and only half of our 1 bedroom was available. So 9am guarantee was a total scam. Next morning parents went down for breakfast and staff told them no breakfast included so they had to pay with credit card. They did. We came down to breakfast and we told had to pay as well. Agreed to pay, wasn’t happy, just wanted to eat and checkout go on our cruise. Half way during breakfast staff came to apologize and said parents and our adult breakfasts were part of our package. Ask parents to come down and refund their credit card. Overall was a terrible experience. The maitre de at Arc restaurant on morning 15th Sep was useless and has hopeless customer service skills. She just doesn’t listen or care. The waitress was very helpful. Front office and whoever does they reservations and planning must be hopeless as well or just don’t know how to communicate with each other. Better off staying at the Pan pacific or somewhere else. As for the 9am room guarantee - well, you get a sorry, and we will try better next time for you. Total Scam!!!!

Date of stay: September 2019
Trip type: Traveled with family
1  Thank vizmantran
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FWsocialmedia, Guest Relations Manager at Fairmont Waterfront, responded to this reviewResponded 3 weeks ago

Dear vizmantran,

Thank you for sharing your feedback and please accept my sincerest apologies for the less than excellent experience. We take pride in the quality of our product and service, and aim to make every guest stay memorable. It is obviously very disappointing to learn that your experience fell short of expectations. I would welcome the opportunity to speak with you further if you would like to contact me directly at aurelie.stoeckel@fairmont.com

I am looking forward to hearing from you soon.

Sincerely,
Aurelie Stoeckel
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 3 weeks ago via mobile

Pro:
- good business hotel
- good location, next to the sea with seaview
- big rooms

Contra:
- too busy for private stay
- not suitable for family holiday
- too high price for overnight only
- room is big but also too empty
- bathroom too big and empty, not enough place for putting down stuff/hangers not enough

Date of stay: September 2019
Trip type: Traveled as a couple
Thank Jiaxinaroundtheworld
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FWsocialmedia, Guest Relations Manager at Fairmont Waterfront, responded to this reviewResponded 3 weeks ago

Dear Xinchen17,

Thank you for taking the time to review your recent stay at Fairmont Waterfront.

While I am pleased to know that you thoroughly appreciated our prime downtown location and comfortable rooms, I am very disappointed to read that we failed to create an exceptional experience overall. Your honest feedback is sincerely appreciated and will definitely help us improve the experience of every guest in our hotel.

Our relationship with our guests is of paramount importance. We hope that you will present us with the opportunity to better serve you soon.

Sincerely,
Aurelie Stoeckel
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 3 weeks ago

Attended a conference and the hotel rate was perfect, otherwise very expensive to stay here. The hotel is in a perfect location, everything on the water is walk-able, Convention center right across the street and there is access underground, where a food court is located. Gaslamp and China town right there. I believe this may be the cleanest hotel we have ever stayed in and we travel for business and pleasure all the time! Staff extremely friendly, especially at ARC, the restaurant,but again pricey, but good food and service.
They even had an umbrella in the room, which we needed one day! Very cool.

Room tip: waterfront and high up
Date of stay: September 2019
  • Trip type: Traveled on business
    • Location
    • Sleep Quality
    • Service
Thank LVMaui
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FWsocialmedia, Guest Relations Manager at Fairmont Waterfront, responded to this reviewResponded 3 weeks ago

Dear LVMaui,

Thank you for your compliments on our prime downtown location, attentive service and the cleanliness of our rooms. We are glad you enjoyed your overall experience and hope to have another opportunity to welcome you back.

Sincerely,
Aurelie Stoeckel
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

It was a business trip, the company I work for decided to have a Kickoff meeting this time in a cold weather, this was a good option because most of our workmates hadn't been in a place with snow. Vancouver is a beautiful city, I think in summer is also a place for enjoy a warm weather. We arrived on a cold morning in February, the food was excellent even tough it was buffet, there were so many options in each meat we took. I had had the opportunity of traveling to Chicago 4 years ago and the experience was so different because at Vancouver we could appreciate the snowed mountains and we went to practicing some winter sports. At the end of the meeting I took two days more to visit Seattle USA which is only four hours by bus. Definitely it was one of the best trips I've had experienced. Strongly recommended.

Date of stay: February 2019
  • Trip type: Traveled on business
    • Value
    • Rooms
    • Service
Thank ArturoBSolorio
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FWsocialmedia, Guest Relations Manager at Fairmont Waterfront, responded to this reviewResponded 4 weeks ago

Dear Arturo,

Thank you for your compliments! We are very pleased to hear that you thoroughly enjoyed your first visit to Vancouver and yes, Summer in Vancouver is very nice, sunny and warm!

We hope you will have the opportunity to visit again!

Sincerely,
Aurelie Stoeckel
Guest Experience Manager

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Reviewed 4 weeks ago via mobile

We stayed for 4 nights before a cruise. Our room was on the third floor and overlooked Canada Place. The bed was super comfy and we will definitely stay here if we are lucky enough to visit Vancouver again.
Close to Stanley Park, Gas Town and a 25 minute walk to Granville Island then via a water taxi.
Lots of choice for restaurants near to the hotel too.

Date of stay: September 2019
Trip type: Traveled as a couple
Thank dizzy_izzy_7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FWsocialmedia, Guest Relations Manager at Fairmont Waterfront, responded to this reviewResponded 4 weeks ago

Dear dizzy_izzy_7,

Thank you for your high praises! We are pleased you had a great pre-cruise experience and enjoyed our prime location!

We're looking forward to welcoming you back the next time you're in Vancouver!

Sincerely,
Aurelie Stoeckel
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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