Fairmont Waterfront

This property is conveniently located and while most of the staff were incredible, my stay left a lot to be desired. First, check-in time was listed as being 3:00 pm, however, our room was not ready at that time. In fact, our room took almost three additional hours to be ready (we received our notification minutes before 6 pm). While early check-in is a perk that was listed when I booked through my credit card, it's not something I expect. I do, however, think we should be able to check in at the time that that starts. Having to wait an additional 3 hours after traveling all day at that point was rather disheartening, and they did nothing to make this up to us. We were also told upon arrival that our bags would be sent up to be ready for us when our room was available. Well, we arrived well after receiving our notice that our room was ready - since we had wandered quite far trying to kill time - and found that our bags had not been brought up, so we had to reach out to get that sorted. Additionally, as I booked through my credit card's portal, it was stated that we would be welcomed with a welcome amenity, but this was never provided for us. When we inquired about this in addition to the late check-in, they were almost dismissive about it and stated it was an oversight because it was a rather busy weekend, but that it would be sent up. Unfortunately, this never actually happened and we never received it. Other things that did not sit well with us included the fact that there were no slippers provided, so because we didn't want to walk barefoot or in socks on the hotel carpet, we had to use our shoes throughout the stay. Additionally, they were out of shower gel. Overall, it's a convenient location, the room was perfectly acceptable, staff were mostly great, but I'm not sure I'd book again.

We stayed at the Fairmont Waterfront for two nights in a standard room as part of our Rocky Mountaineer train booking. The previous two nights we had stayed in Gold rooms as a pre–Rocky Mountaineer stay, so it was interesting to be able to compare the two experiences. Surprisingly, we actually preferred our standard room, as it had a stunning view over the water — considerably better than the view from our Gold room. In addition, one of our Gold rooms (on the 9th floor) was very noisy one night, which made it difficult to sleep. Unfortunately, there appeared to be a mix-up with our booking (which we believe was the hotel’s error). On the first night we were placed in a king standard room, despite requiring two double beds. A rollaway bed was provided that night, but it was very lumpy and uncomfortable. The staff were, however, able to move us to a double-bedded room for the second night. The lobby area often becomes very crowded, with limited seating. When guests are waiting for taxis, it can be difficult to find a place to sit. This is where Gold guests clearly benefit from having access to the Gold Lounge. Overall, while we did enjoy our stay, there were enough small issues that we would consider staying elsewhere on a future visit to Vancouver.

Atendimento excepcional dos funcionários, quarto organizado o tempo todo. O serviço de diferenciado Gold. Um mimo carinhoso em receber um bolinho surpresa no quarto de aniversário.

I would like to register my dissatisfaction with how an important matter was handled during my stay at the Fairmont. This was a family trip planned to celebrate a very special occasion: my daughter’s birthday, as she is currently studying in Vancouver. We traveled from Brazil for this occasion, and another son came from Los Angeles so we could celebrate together. It was therefore a meaningful moment that was unfortunately impacted by this experience. When we approached the front desk to clarify a charge, they were unable to clearly indicate where this requirement had been previously documented. I would like to emphasize that at no point were we informed in advance of this policy. Specifically, this refers to a nightly security deposit intended to cover potential damages or incidental consumption. I believe that such a charge should be communicated clearly and in advance, ideally at the time of booking rather than only at check-in, so that guests can make fully informed decisions. I also informed the team that I was willing to pay immediately for any incidental charges, demonstrating full willingness to settle any expenses without the need for holds or recurring charges on the credit card. Additionally, the attendant Susie Yao was rude and handled the situation in an unprofessional manner, which contributed to an unsatisfactory service experience. From my previous stays at high-end hotels, this type of policy is always communicated transparently at the time of reservation, along with a level of service consistent with the standards expected from a luxury hotel brand. Given this, I hope the Fairmont brand will review both its communication of policies and its customer service approach, particularly in situations involving guest inquiries and issue resolution. The experience did not meet the expected level of excellence, and the treatment received significantly affected what should have been a special family occasion.

Ubicación

El front desk se negó a darme mi estado de cuenta por lo que había pagado. Decían que ni ellos mismos sabían cuánto era, ya que la reserva se había hecho por booking. Eso me mete en problemas para comprobar mis gastos de viaje ante mi empresa. No les importó y con una actitud muy grosera me batearon.