We had heard great things about the Fairmont Sonama Mission Inn and Spa. We were excited to visit the inn. We went up to the Fairmont partly for business and partly for pleasure. The company was supporting a 1/2 marathon and my husband was running in it. The original accommodations at the inn were made by the company. When we decided to bring our teenagers we called to change our room to a larger room a few days before our arrival. At the same time, we made reservations for their hiking tour for my teenage daughter and me. We were instructed to arrive in the lobby 15 mins before the hike.
Upon arrival to the inn, we were greeted by wonderful valets. It was a hot, beautiful day. The valets took care of our luggage and helped get us to the front lobby. When we checked in we were given our room keys and escorted by the valet to our room. I don't remember his name but I remember that all weekend he remembered our name. I know he wrestled in high school and was extremely polite and helpful. Luckily, we had him with us for this part of our stay. When we arrived to our room, there was only one bed. The inn made a mistake a kept our room as the company had set up. Our valet quickly phoned the front lobby to get the situation handled. After about 5 minutes, the front desked got our room change. Now on this beautiful, hot day, we along with all things, travel to the other side of the inn. Luckily this room is on the first floor unlike the first one. My son tired from the drive, took the new key and quickly went ahead of us. When he opened the door, he just stood near the opened door. I walked in behind him and to my shock, the room had the belongings of other people. I asked my son to leave and waited for the valet to get the to room. Thankfully, the people occupying the room were not there at the time. It was awkward enough walking into a room with other people's belongs. But I was grateful we didn't walk into the room while the other people were carrying on with their personal business. When our valet gets there, he quickly closes the door and calls the front desk again on his walkie talkie. We were asked to wait outside the second room on this hot day while the supervisor personally verified that the third room was truly vacant. As to why their computer system was unable to tell him that in the first place, is beyond me. The supervisor meet us half way to let us know that for sure it was our room. This time the room was half way in between the two rooms we had visited. Sadly, the manager didn't feel we should be compensated for the inconvenience of walking around their facility with all our belongs, due to their error, on this hot day. And due to this unscheduled tour of the inn, on this hot day, we were late to the company's evening event.
The following day the hike was scheduled for 8 am. My daughter and I got up early, on a Saturday, for the hike. We looked forward to our time together alone. We arrived in the lobby 20 minutes before our scheduled hiked. Looking around I didn't see anyone who looked to be coordinating the hike nor the concierge. We approach the representative at the front desk and asked where do we meet the group for the hiking tour. She kindly said in the lobby. After some time, I asked the same representative again. She said the same thing. We sat and waited some more. I noticed a group leaving the lobby and we quickly approached the representative from the hotel leading the group. She was indeed the coordinator for the hike. She was shocked we were there. She said she called out our name but did not get a response. I don't know when or where she did that. She informed me, I would have to drive to the location by following the bus. I informed her we were not told this when we scheduled the hike. In addition, we had a rental car and I was not a listed driver. She looked annoyed and was trying to figure out how to accommodate us for a few minutes. My daughter whispered in my ear she didn't want to go anymore. She was uncomfortable with everyone looking at us and didn't feel welcomed. I informed the representative not to worry that we would not be joining them. She looked relieved because she didn't have to figure out how she was going to add us. She did asked if I was sure we didn't want to go with them. I am sure just asked to cover herself in case I complained. Annoyed by the lack of organization, effort and genuine desire to resolve the situation, I just walked away.
When we got to our room, I called the front desk to complain. I was quickly connected to the supervisor. She spoke to the coordinator for the hike. I was told she was looking for us and some how we didn't connect. Whatever. In addition, the coordinator for the hike added people who showed up that morning to the hike which created the issue for transportation. Whatever. The supervisor offered me a free spa pass for the day. Unfortunately, it was only for adults so my daughter could not join me. I agreed to it. She said all I needed to do was check into the spa and they would be expecting me. When I got off the phone and told my daughter, she was disappointed again that we would not spend time together. That was the point of the hike. Remembering this, I never went to the spa and instead spent the day my daughter. No one from the inn called to follow up to see why I did not come to the spa.
On a good note, the inn is romantic and beautiful as is Sonoma. It was a clean inn, which is always a good thing. The housekeeping was great and helpful.
Would we go back? No, probably not. I am not sure if the inn could not accommodate the large crowd or their computer system was not working properly or they were short staffed or if they had new management or a combination of these things. Whatever the reason for all the mix up and lack of wanting to compensate us accordingly for their errors, it was just not good customer service. I would maybe expect that had we showed up wanting a larger room that same day or not scheduling the hike. Then it would have been our error and we would have had to deal with it. But all these errors were on their part. I hope they improve because it is a romantic and beautiful inn.
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- Also Known As:
- Fairmont Sonoma Mission Inn And Spa
- Fairmont Sonoma Mission Hotel Sonoma
- Sonoma Mission Inn
- Fairmont Inn Mission Sonoma Spa
- Sonoma Fairmont