Fairmont President's Club - Disappointed Platinum

Since being comped Plat by Amex I have made a conscious effort to frequent Fairmonts in Canada and actually built a few trips around them.

My overall impression is that these properties are pretty lame on a bunch of counts:

Food is sub par. Few light and healthy menu options. Yesterday's so-called hashbrowns at Frontenac were simply inedible, mushy and salted, even the head chef thought there was a problem. It's not the first time some food item has been totally out of place and I wonder if all the decent chefs are going to Asia nowadays?! Breakfast at St Andrews last year was pretty yucky too.

Checking in to the same property I was greeted to torn (yes 5" tear ) bed sheets. Clearly visible. First thing I noticed. oh and it was a Gold Room (but no lounge as I was told its closed at the moment - no mention on the website that i noticed at booking)

Next stop. Queen Elisabeth. I asked about my prebooked sunday brunch and was told to go to the restaurant and check! Ok so I went and they said "not sure, will check and let you know". Nobody let me know and it's now next morning. Lousy ridiculous service. I am thinking of going somewhere else for bfast instead!

Was supposed to check in at Royal York on Monday on a free stay but I cancelled and booked the Marriott Courtyard instead. Yup, I take the courtyard over any of the Fairmonts in Canada I have tried so far. Sad but true. I am so annoyed with the Fairmont experience right now, I don't even want a free room. And I still have seven comp/ovation nights to use up!!!


Generally, other things that bug me:
- hit and miss aeroplan reward points. It's clear nickel and dime stuff.
- definitely not cheap to stay and overpriced menus unless using free stay cert
- tired rooms. Especially bathrooms. How expensive is it to replace a chipped and cracked sink in a $200+ per night standard room?
- These standby upgrades... What Are they for? No record of any request upon checkin twice in a row.
- not giving Plats any upgrade or ability to get into the gold lounge and gold rooms (free or flat fee perhaps) is strange. Other than being comped Plat why would I strive to be plat?
- last year I tried to arrange a safari trip with fairmont. I gave up on account of non caring attitude and non responsiveness.

So maybe the only fairmont I'll keep using is the Mt Tremblant property on an occasional ski trip. (I used to own a condo there and at least they keep up the rooms nicely since they can stick the costs to the owners!)

Fairmont, you are a grand dame, but a very tired one, lots of wrinkles and arthritic service. While nice to experience old world charm, it's not an experience I would want to go through more than perhaps a couple times a year.

On a positive note, their staff is friendly tho. Now fix the hardware please!!!

I´d probably agree that many of the old Canadian "grand dame" Fairmont hotels are somewhat tired, rooms are small, bathrooms often tiny, service inconsistent as the hotels are just to large to be true luxury hotels.

The reason I tend to be pretty happy with Fairmont overall are:

1) the new Fairmont hotels (Waterfront, Pacific Rim)
2) some great historic non-city hotels in Canada (Jasper Park Lodge, Banff Springs etc.)
3) some nice to very nice international Fairmont hotels and some excellent resort hotels (Kea Lani, Bermuda etc.)

Funnily enough I also find most old Fairmont hotels in the US to be somewhat nicer than the old Fairmont hotels in Canada, so I think if you visited some of the other Fairmont hotels you may have a better experience.

I´d probably agree that many of the old Canadian "grand dame" Fairmont hotels are somewhat tired, rooms are small, bathrooms often tiny, service inconsistent as the hotels are just to large to be true luxury hotels.

The reason I tend to be pretty happy with Fairmont overall are:

1) the new Fairmont hotels (Waterfront, Pacific Rim)
2) some great historic non-city hotels in Canada (Jasper Park Lodge, Banff Springs etc.)
3) some nice to very nice international Fairmont hotels and some excellent resort hotels (Kea Lani, Bermuda etc.)

Funnily enough I also find most old Fairmont hotels in the US to be somewhat nicer than the old Fairmont hotels in Canada, so I think if you visited some of the other Fairmont hotels you may have a better experience.

I should get our west sometime. Brunch at QE today was quite nice but only for the first thirty minutes after which it became hopelessly overcrowded.

You're picking the wrong Fairmonts at which to stay. Pacific Rim, Vancouver Airport (if you need the airport location), Banff, Jasper, Beijing...these are the ones to visit !

You're picking the wrong Fairmonts at which to stay. Pacific Rim, Vancouver Airport (if you need the airport location), Banff, Jasper, Beijing...these are the ones to visit !

Haha. I guess. But living in Ottawa I try to stay within a 1500km radius for my motorbike trips! Maybe I'll have the bikes shipped out west some day and go from there.

I have not been impressed with those Fairmonts in Canada at which I've stayed--not just tired but really poor service.
OTOH, I've been very happy at the post-redo Savoy on each of my stays, I am comfortable in Washington (though their amenity is VERY chintzy), and although their locations have not been ideal for me, I've had good stays at the San Francisco, Chicago, and Battery Wharf properties.

I have not been impressed with those Fairmonts in Canada at which I've stayed--not just tired but really poor service.
OTOH, I've been very happy at the post-redo Savoy on each of my stays, I am comfortable in Washington (though their amenity is VERY chintzy), and although their locations have not been ideal for me, I've had good stays at the San Francisco, Chicago, and Battery Wharf properties.

I guess my points was really that I find a disconnect between their slick and classy marketing and the actual stays. Of course PACRIM properties need to be better. But again, I can get a really excellent stay at a Courtyard by Marriott in Bangkok as compared with the Chateau Frontenac in QC.

On top of that I find their top-tier amenities very strange, as in, no bfast, no lounge, no definitive way to upgrade to Gold floor (paid in advance, on checkin, or otherwise, not even certificates!), and as mentioned, their menu execution leaves much to be desired. If I pay 60-80 bucks for a bfast for 2 as a Platinum member, I expect the quality to be commensurate with their pricing.

Having Addidas gear and a bicycle on hand is nice, though!

Ok, 'nuf said.

As another Plat who "cheated" their way in (AC*SE this year, Plat5 last year) I agree that most Fairmonts are pretty disappointing. The QE is still my hotel of choice in Montreal but only because I've always stayed there when I visited Montreal. Even in Asia I found the Fairmont Beijing to be nice in the rooms but rather gaudy outside and in the public areas. I prefer hotels which are not so over-stated, but I suppose this is to be expected in Beijing. Of the ~12ish Fairmont properties I've been to, I would stay at again at YVR Airport (best airport hotel in the world, ime), Pacific Rim, Queen Elizabeth and Singapore (only for good prices). The Savoy's not in my normal price range but I would stay there again if I could. I would probably not stay again at Banff Springs, Lake Louise or Palliser.

I too was disappointed with the elite benefits for Plat which is why I never chased it. So perhaps I am not the best to comment on it as I have not yet experienced the Platinum level.

My understanding is that Platinum gives you a free suite certificate AND it gives you 1 or 2 free night certificates. That is the big perk of platinum - no?

I personally think they should give you a choice - the free certificates (nights and suites) OR a choice for gold lounge access. I personally would much rather have lounge access.

I too was disappointed with the elite benefits for Plat which is why I never chased it. So perhaps I am not the best to comment on it as I have not yet experienced the Platinum level.

My understanding is that Platinum gives you a free suite certificate AND it gives you 1 or 2 free night certificates. That is the big perk of platinum - no?

I personally think they should give you a choice - the free certificates (nights and suites) OR a choice for gold lounge access. I personally would much rather have lounge access.

Yes i also would trade the room upgrade for a gold upgrade anytime. Plats get one night free certificate.

Breakfast at St Andrews last year was pretty yucky too... Checking in to the same property I was greeted to torn (yes 5" tear ) bed sheets. Clearly visible. First thing I noticed. oh and it was a Gold Room (but no lounge as I was told its closed at the moment - no mention on the website that i noticed at booking)... Next stop. Queen Elisabeth.

You may be intrested to know the St. Andrews is no longer a Fairmont.

I agree with other posters, the QE isn't exactly one of Fairmont's better properties. In Canada, try to more inconic properties. Also, some of their properties in the United States - Scottsdale, Boston, NYC - or fantastic.

Too bad you didn't do the Safari. The Norfolk in Nairobi is right out of the history books.

Cheers,

You may be intrested to know the St. Andrews is no longer a Fairmont.

I agree with other posters, the QE isn't exactly one of Fairmont's better properties. In Canada, try to more inconic properties. Also, some of their properties in the United States - Scottsdale, Boston, NYC - or fantastic.

Too bad you didn't do the Safari. The Norfolk in Nairobi is right out of the history books.

Cheers,

Yes I read the St Andrews news.

I might still do a Safari. Maybe next summer. I have Ovation certificates which don't expire and millions of FF miles. One of these days I'll get it done.

Scottsdale

+1 as this is one of my favorite hotels within the chain. Chicago also impressed me.

Pacific Rim and Pittsburg will change your opinion. Beijing and Singapore are gems as well.

And in a few years I am sure Hong Kong won't disappoint.

You may be intrested to know the St. Andrews is no longer a Fairmont.

I agree with other posters, the QE isn't exactly one of Fairmont's better properties. In Canada, try to more inconic properties. Also, some of their properties in the United States - Scottsdale, Boston, NYC - or fantastic.

Too bad you didn't do the Safari. The Norfolk in Nairobi is right out of the history books.

Cheers,

Another stay at QE, this time in a suite using an upgrade certificate. Cracked sink, grungy looking couch, stain on shower curtain. But it's not just the physical condition... My son called about bfast to ask how much it is (he is 12 and I try to teach him to ask questions), and received the answer "we have a menu". Duh! How about mentioning the buffet price? The minibar service lady just walzed into our room at 8:30am without hardly a knock, not the first time staff just basically walks into our room without good reason (housekeeping knows when a room checks out, don't they?; a newspaper hanging of the doorknob is a good indication we are not ready to be disturbed, isn't it?).

This all boils down to quirky management no doubt, but not worthy of an internationally renowned hotel chain for sure!

I agree with a number of comments here.

As I have mentioned on FT before, the Royal York remains my least favourite property. The rooms are dreadful and dated, with a key repair tool being used in many rooms - plywood. Simply awful.

My new favourites are:

Fairmont Nile City, Cairo
- stunning upgrade after my confirmed upgrade disappeared from their system. I had to involve head office with this little denial games after the fact with the front desk, but in the end, a truly enjoyable stay.

Fairmont Savoy, London
- wonderful restoration, a gem for sure

Fairmont Pacific Rim, Vancouver
- great location, newer property with all the bells and whistles. The car service is also a nice perk.

Fairmont Battery Wharf, Boston
- stunning property, great service

Fairmont Hotel Macdonald, Edmonton
- ONLY for because of their signature rooms. The old rooms are embarrassingly in a state of disrepair.

Fairmont Vancouver Airport, YVR
- used to be a higher ranking but the basic Fairmont rooms are really banged up with furniture and carpet needing to be replaced. This property is pricey and needs to keep maintenace up to date.

By year end I aim to stay at: Fairmont Baku, Fairmont Makati Manila

For free breakfast your best bet is always to book via Virtuoso or American Express Fine Hotels and Resorts. The rates are typically at BAR or below, so you will be paying more than some ultra discounted rates but you typically make it up other ways.

My last stays were at the Fairmont Singapore, Fairmont Montreux and Fairmont Waterfront and I was generally pleased with all of them and would have no problems returning.

OTOH I've stayed at the QE and found it acceptable, but with so many better options in Montreal it's not really compelling to return. Same with the Chateau Laurier, acceptable but not great.

Fairmont program is not about the customer. It is not a very good loyalty program. It is one that was likely hatched over a boardroom table by those not very familiar with the industry standards (hotel and airline programs). It comes as costly to the ownership structure and without much benefit to the loyal traveler. From an ownership end, it does allow for great data farming, which is likely their primary use of the program. Unfortunately, they just don't seem to have the commitment to get it right. (That being said, I would be willing to build a better one for them *hint, hint*)

But, it is very easy to qualify for the tiers. The benefits that I appreciate most are delivered to all members, making the elite tiers less valuable (quick check in, internet, nice room assignment)

On the whole, Fairmont has very few properties where I can even choose them over another chain. But, the quality of hotels they have are of a higher standard. I will choose them because the hotels are better, even though the benefits and recognition are far less.

Fairmont hotels are great hotels to stay at, even though the program is very very weak. They seem to not understand travelers needs though. For instance their 'standardized room service menus' create a terribly boring set of choices. As one crosses Canada, or stays from one hotel to the next, being presented with the exact menu as the past half dozen hotels had me wishing I was not in a Fairmont hotel for my next stay. Just the opposite feeling they are trying to cultivate.

As far as your other concerns, food and beverage inconsistencies, are a problem in most westernized parts of the world where high labor costs and unmotivated or improperly trained staff are forces working against product perfection. I agree that a $30 breakfast should be top notch. As for the lack of points on your stays, they are just representative of the view Fairmont decision makers have of a segment of their guests. The bean counters win this battle everytime, resulting in service and product failure.

Take a deep breath. Lower your expectations a little. And you may realize what I found, that they still do have some great hotels and great room products. President's Club.... is another matter.... just be happy they give you something... personally, I am amazed that the program is still exists.

You're picking the wrong Fairmonts at which to stay. Pacific Rim, Vancouver Airport (if you need the airport location), Banff, Jasper, Beijing...these are the ones to visit !

Agreed.^

Having just completed a 2 night stay at RY,I will now take a pass on this Toronto property.It is tired and showing its' age. However,staff are very good.

You may be intrested to know the St. Andrews is no longer a Fairmont.
Yes I read the St Andrews news.

I'll have you know you guys scared the heck out of me!!! I had been planning a Fairmont St Andrews SCOTLAND trip later this year and for a second there I thought all my planning was ruined!!! Glad the St Andrews you are referring to is in Canada!! ^

You may be intrested to know the St. Andrews is no longer a Fairmont.

I agree with other posters, the QE isn't exactly one of Fairmont's better properties. In Canada, try to more inconic properties. Also, some of their properties in the United States - Scottsdale, Boston, NYC - or fantastic.

Too bad you didn't do the Safari. The Norfolk in Nairobi is right out of the history books.

Cheers,

I'll have you know you guys scared the heck out of me!!! I had been planning a Fairmont St Andrews SCOTLAND trip later this year and for a second there I thought all my planning was ruined!!! Glad the St Andrews you are referring to is in Canada!! ^

I received a quote from Fairmont Platinum concierge for St. Andrews earlier this week.. No mention its no longer a Fairmont. Plus I was offered suite upgrade availability, but the hotel for the week I was looking into is pretty much sold out.

So is St. Andrews truly no longer a Fairmont?

I received a quote from Fairmont Platinum concierge for St. Andrews earlier this week.. No mention its no longer a Fairmont. Plus I was offered suite upgrade availability, but the hotel for the week I was looking into is pretty much sold out.

So is St. Andrews truly no longer a Fairmont?

Which St Andrews are you talking about? Scotland or Algonquin? Algonquin is no longer a Fairmont supposedly. Scotland still is a Fairmont. I nearly had a heart attack cuz I thought they were referring to SCOTLAND no longer being a Fairmont, as that is where I was planning to go.

So either you were fooled too like I was, or else the Plat concierge is confused. Too confusing that there are TWO St Andrews Fairmonts..............in different countries.

Which St Andrews are you talking about? Scotland or Algonquin? Algonquin is no longer a Fairmont supposedly. Scotland still is a Fairmont. I nearly had a heart attack cuz I thought they were referring to SCOTLAND no longer being a Fairmont, as that is where I was planning to go.

So either you were fooled too like I was, or else the Plat concierge is confused. Too confusing that there are TWO St Andrews Fairmonts..............in different countries.

I was referring to the St. Andrews in Scotland. I can see how St. Andrews by the Sea (Algonquin) shut down can cause confusion. Happy to report St. Andrews in Scotland remains, although I think we'll be unable to make the trip up there this summer.