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“Bad Stay” 2 of 5 bubbles
Review of The Fairmont Empress

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The Fairmont Empress
Ranked #19 of 52 Hotels in Victoria
Certificate of Excellence
GreenLeadersGold level
Arcadia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Bad Stay”
2 of 5 bubbles Reviewed April 14, 2014

This hotel need to get rid of the smell (of oldness) and get a better wifi system. The bed was very soft. This hotel is in a great section of the Victoria. Service and staff were great. Some upgrade is needed for this particular hotel.

  • Stayed April 2014, traveled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Fairmont Hotels & Resorts

Helpful?
1 Thank Le P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FairmontEmpress1908, General Manager at The Fairmont Empress, responded to this review, April 17, 2014
Dear Valued Guest from Arcadia,

Thank you for taking the time to share your feedback. I am sorry to hear that your stay was not as memorable as we would like. We strive to provide the best experience and customer service that guests have come to expect of Fairmont Hotels. I apologize for the "oldness" smell that you encountered in your room. I have alerted our Executive Housekeeper to your comment so that she can look into this. We are currently working on a project with our ownership team to enhance the speed and connection of our internet and hopefully, should we be able to welcome you back in the future, the change in functionality of the system is something you will notice. I was very pleased to read that our staff and service were great during your stay with us. Thank you again for sharing the feedback.

Kind regards,

Don Fennerty
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,424 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (906)
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  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
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English first
Sherwood Forest
1 review
5 of 5 bubbles Reviewed April 11, 2014

We had a wonderful experience meeting with the staff at the Fairmont Empress to coordinate our May Wedding plans. Sandra Wilburn and the staff were excellent! We were there for Earth Day 2013 and at 7PM the lights were dimmed in the dining room and everyone ate by candlelight. An amazing experience!! Thank You!! Jeff & Rod

  • Stayed March 2014, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Fairmont Hotels & Resorts

Helpful?
Thank Jeffrey B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FairmontEmpress1908, General Manager at The Fairmont Empress, responded to this review, May 5, 2014
Dear Valued Guest from Sherwood Forest,

Thank you for taking the time to write such a great review on Tripadvisor of your recent stay with us. I am so pleased to hear that we were able to provide you with the service that The Fairmont Empress is so well known for and assist you with your upcoming wedding plans. We have truly wonderful staff and Sandra is definitely one of these people. I am glad that you enjoyed what the hotel did for Earth Day whereby everyone at by candlelight. Thank you again for taking the time to write a review. We look forward to welcoming you back to The Fairmont Empress when your travels bring you to Victoria again.

Kind regards,

Don Fennerty
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Racine
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed April 10, 2014

Staying at the historic Empress Hotel was a delightful experience. The hotel staff could not have been friendlier or more helpful. Our room was lovely looking out over the harbor--very nice room amenities. The location is perfect for walking the city.

  • Stayed April 2014, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Fairmont Hotels & Resorts

Helpful?
1 Thank Janet B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Edmonton
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed April 10, 2014

Too expensive for no reason. Rooms are small, the view of my room was very bad although it was for $199/day
The washroom suction is not working well
The fridge is very small
The room is clean and room services are very efficient

  • Stayed April 2014, traveled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Review collected in partnership with Fairmont Hotels & Resorts

Helpful?
1 Thank Maysoon M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FairmontEmpress1908, General Manager at The Fairmont Empress, responded to this review, April 14, 2014
Dear Valued Guest from Edmonton,

Thank you for taking the time to share your feedback. I am sorry to hear that your stay was not as memorable as we would like. We strive to provide the best experience and customer service that guests have come to expect of Fairmont Hotels. We are always very happy to move you into a room that is more comfortable. Please do not hestitate to ask in the future. I will be following up immediately regarding your comments on the suction in the washroom to ensure it is corrected for the next guest. This type of feedback is valuable for us to keep improving service. I would be happy to discuss your stay further should you wish.

Kind regards,

Don Fennerty
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Seattle
1 review
5 of 5 bubbles Reviewed April 10, 2014

this hotel IS Victoria. if you can stay here, DO. it is outstanding. the Bengal has a stunning Indian buffet and good drinks. the tea is delicious. the rooms are the nicest. I can't say enough good about my experience here.

  • Stayed April 2014, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Fairmont Hotels & Resorts

Helpful?
Thank Susan H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
35 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
5 of 5 bubbles Reviewed April 9, 2014

My mother had a very hard year. My father passed away unexpectedly. So for her 75 birthday I wanted to surprise her and treat her to something special. Well the The Fairmount Express surprised me too ! They kindly upgraded us to an executive suite with a beautiful view of the Victoria inner habour .. just like the one you see on the post card ! Plus they added a classy and a personal touch by a card from the president wishing my mom a happy birthday. We were soo touched ! We were treated like royalty. Every staff we encountered at the Empress was awesome. I would definitely recommend the Empress Hotel and any Fairmount Hotel. It is evident that they value customer service . A big thank you to the Fairmount family. We were very touched and humbled by their generousty.

  • Stayed April 2014
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank chewie8888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FairmontEmpress1908, General Manager at The Fairmont Empress, responded to this review, April 14, 2014
Dear Valued Guest,

Thank you for taking the time to write such a great review on Tripadvisor of your recent stay with us. I am so pleased to hear that we were able to provide you with the service that The Fairmont Empress is so well known for. I was so happy to read that your mother was able to enjoy her 75th birthday in a room with a beautiful harbour view. It is wonderful to hear that all of the staff made you feel welcome. Thank you again for taking the time to write a review. We look forward to welcoming you back to The Fairmont Empress when your travels bring you to Victoria again.

Kind regards,

Don Fennerty
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sherwood Park
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
2 of 5 bubbles Reviewed April 9, 2014

I am sorely disappointed with this hotel. This hotel mislead me in terms of the size of the beds and couldn't get the internet connection to work in 2 rooms on two different types of phones (both apple and samsung). I was told to try to use it from the hallway! Very disappointed as I love to stay at the Fairmont but this hotel was a horrible for both service and amentities.

  • Stayed April 2014, traveled with family
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Review collected in partnership with Fairmont Hotels & Resorts

Helpful?
2 Thank RandyE2000PS
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FairmontEmpress1908, General Manager at The Fairmont Empress, responded to this review, April 14, 2014
Dear Valued Guest from Sherwood Park,

Thank you for taking the time to share your feedback. I am sorry to hear that your stay was not as memorable as we would like. We strive to provide the best experience and customer service that guests have come to expect of Fairmont Hotels. As I read the feedback you have communicated, it is clear that we have fallen short of accomplishing our service commitment to you, and for that, I would like to apologize. The miscommunication regarding the size of the beds should not have occurred, and I will be following up to determine what transpired. Please don't hesitate to ask in the future for a different room as we are always happy to move you to a different room. Your comments regarding the lack of internet connectivity will certainly be shared and addressed so that we are able to move forward with the goal of improving service in the future. The internet issues that you experienced should not occur and this is something which we are seriously looking into presently. Thank you again for sharing the feedback. I would be happy to discuss your stay further should you wish.

Kind regards,

Don Fennerty
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Fairmont Empress

Property: The Fairmont Empress
Address: 721 Government Street, Victoria, British Columbia V8W 1W5, Canada
Phone Number:
Location: Canada > British Columbia > Vancouver Island > Victoria Capital Regional District > Victoria
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Green Hotel in Victoria
#8 Spa Hotel in Victoria
#9 Luxury Hotel in Victoria
#13 Business Hotel in Victoria
#16 Romantic Hotel in Victoria
#17 Family Hotel in Victoria
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Fairmont Empress 4*
Number of rooms: 477
Official Description (provided by the hotel):
The Fairmont Empress sits majestically at the cornerstone of Victoria's sparkling Inner Harbour. This landmark hotel features turn of the century architecture, classic beauty and an unrivaled location on the water. It features the highly acclaimed Willow Stream Spa regarded as one of the best spas in Canada. Food lovers can sample the English ritual of Afternoon Tea, savour the famous curry buffet in The Bengal Lounge or sample award-winning food and wine in The Empress Room. The Fairmont Empress offers wireless internet access in all guestrooms, and it is complimentary for our Fairmont President's Club members, free to join. ... more   less 
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Also Known As:
The Fairmont Empress Hotel Victoria
Fairmont Hotel Victoria
Fairmont Hotel Empress
Empress Hotel Victoria
Fairmont Victoria
Victoria Fairmont
Fairmont Empress Hotel

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