Last year my husband and I stayed in a suite at the Fairmont and the experience was utterly flawless, (see my previous review) so I decided to suprise him on his birthday with another visit. I booked a suite through the Fairmont website for a one night stay and payed in advance for the room. I was somewhat shocked to see that the price for the suite had increased nearly $70, but the experience was so delightfiul last time I proceeded with the purchase. Including taxes, the room charge for the suite was $545.70. I realize now I could have bought my hubby an IPad for his birthday for what I was paying for this room, and in hindsight I think that would have been the better purchase. For me personally paying over $500 for a room is a splurge, a genuine treat, so I go in with extremely high expectations. And when my expectations are met I am elated and feel it was money well spent because I got the experience I was anticipating. Sadly, this time at the Fairmont I left disappointed and feeling as though I overpaid. First of all, my husband checked in very quickly in an effort to make it to the Pirate game where I was meeting him so we didn't actually get back to the room until after the game around 10:45 pm. When I first saw the suite, my heart sank. It was so different from the last suite we stayed in the year before I couldn't believe the difference. The suite we were assigned to this time was facing Mt. Washington rather than PNC Park which was a bummer as we really enjoyed checking out the ballpark through the telescope last time we visited. But, it was not just the view, the suite was actually smaller. The living area only had a small couch as opposed to a larger and more comfortable sectional, and a very small dinette table, as opposed to the larger dining table in the previous suite. The bathroom in the bedroom was also much smaller and less grand than the last time and there was no telescope (but a pair of bonoculars instead). I am guessing now that the last suite we stayed in was so spectacular because it was a corner room, but frankly, I never dreamed that the differences would be so dramatic. At any rate, I was quite sad because I had gifted this room to my hubby and it was not what we were expecting so I picked up the phone to call guest services. I asked to speak with the front desk and was told they were busy helping other guests, but the gentleman on the phone said he could assist me. So, I told him my concern and inquired if it was possible to be moved to the other side of the hall in order to have a view of PNC Park. He proceeed to tell me that the suites were all identical in size and amenities and asked if he could place me on a very brief hold so I obliged. Well, 10 minutes later after hearing the phone kick into ringing mode, I was still on hold! The phone continued to ring and nobody ever answered it. My husband was feeling badly about the whole thing and said we should just head out and get a night cap somewhere and forget about it. He was sure they would leave us a voice message and we could tend to it when we returned. So, after nearly 15 minutes on hold I hung up and we headed to the bar, but after an hour and a half no voice message. It was as if I had never called, as if my concern meant nothing. This complete lack of customer service truly leaves me dumbfounded. We decided to call it a night and kept the room we had. In addition to being disappointed with the suite we received I noticed that the floormat in the bathroom was soiled or stained which is something you don't expect to see in a $500 plus night a room and there were clothes hangers hanging off the door knob from a previous guest. On the upside, the bar service at Andy's in the lobby was still top notch and I would most certainly return there for a drink. However, I don't think I will choose the Fairmont again in the future, there are many other choices in the city, certainly much more affordable options.
- 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