Fairmont President's Club - Have you ever been walked from a Fairmont?

Have you been walked from a Fairmont before?

Friend made a reservation, sent them an email detailing late arrival (11 PM), and got email back saying it was noted in the file. She is just a regular Presidents Club member.

What is the procedure in the case of getting walked from the hotel?

What is a typical compensation for this?

It is for the first night only of a 5 night stay. So for some reason only the first night is the problem.

Can she reasonably expect an upgrade for the remaining nights? Upgrade to Fairmont gold out of the question?

She's not very put off by it so it's probably no big deal but I was wondering and didn't see anything in the new Fairmont section yet!

Thanks!

I don't know the answer to this, but I'm just curious. Did you friend get walked, or are you simply concerned that she might?

Ive never heard of being walked, however I would imagine there is a much better chance of getting an upgrade for the rest of the stay rather than an automatic upgrade to Premier. There is alot of $$ attached to that.

Yes she DID get walked last night - they did apologize and gave her cab fare to the alternate hotel, which they paid for the night.

Just heard it was not the best room though...air conditioner unit right next door and loud...but by the time she got there it was midnight so she just wanted to sleep.

She will be back at the Fairmont for tonight through to next week.

So you guys figure it will likely be an upgrade then?

As always thank you CanuckFlyHigh for your contributions to this section of FT - and for the friends and family promo announcement.

This reminds me of when I use to work as a night auditor at the holiday inn... one night we got a few folks who had been walked from the Fairmont Palliser that night. The hotel I worked had been just renovated and I put every Fairmont guest into our top rooms! Which I would take over a Fairmont room any day of the week.

But back to topic, a junior suite with view upgrade should be in order, Gold may be pushing it but if she lets the agent know upon checkin without too much drama IMO it'll work out well in the end :cool:

And as always, I urge her to contact Fairmont once her stay shows on her profile. It will say "comment on your stay."

She can contact them, and it is read. I have gotten replies every time.

just ask at the desk nicely upon returning to the hotel. what was the rate? if it was with the friends and family promotion then there is not much bargaining power and take what you get, but if its on a corporate rate or some higher rate, then go for the gold!

was there anything else offered?

just ask at the desk nicely upon returning to the hotel. what was the rate? if it was with the friends and family promotion then there is not much bargaining power and take what you get, but if its on a corporate rate or some higher rate, then go for the gold!

was there anything else offered?

So, edmonton, from your reply it seems that there isn't any official Fairmont policy for walking customers? I'm just surprised, since for example SPG seems to have very explicit policies dealing with same. Thanks.

So, edmonton, from your reply it seems that there isn't any official Fairmont policy for walking customers? I'm just surprised, since for example SPG seems to have very explicit policies dealing with same. Thanks.

I would be shocked if there was not a walking policy. I am sure it is there somewhere. Maybe not public, but internally.

Hi Canuck,
I am, too. But I got the impression from edmonton's response that maybe there is no official policy, otherwise the front desk would know what to do and the customer wouldn't need to ask. So I was curious as to whether edmonton can shed some light on just what the policy is, assuming it's appropriate for public dissemination.
Cheers,
chop

Hi Canuck,
I am, too. But I got the impression from edmonton's response that maybe there is no official policy, otherwise the front desk would know what to do and the customer wouldn't need to ask. So I was curious as to whether edmonton can shed some light on just what the policy is, assuming it's appropriate for public dissemination.
Cheers,
chop

I put out the question to Mike Taylor, who is the FairmontHotels Tweeter. He is very active.

Great! Thanks, Canuck. Please let us know what they have to say! I'm afraid all the tech stuff like twittering etc is really beyond me :o
BTW, happy Canada Day, eh?

chop

Great! Thanks, Canuck. Please let us know what they have to say! I'm afraid all the tech stuff like twittering etc is really beyond me :o
BTW, happy Canada Day, eh?

chop

Thanks! I am going to assume you we're just wishing an early Canada day, since it isnt until July 1st. So, happy independance day :)

Oh yes, I meant that to be an early well-wish. :)
Will be at Chateau Laurier celebrating Canada Day!

Fairmont does have an official policy/procedure. Thats why I asked if anything else was offered and what other circumstances were involved...

I dont think I can say the official policy... you guys would take too much advantage of it... :)

Thanks, edmonton. Though I'm not sure how we would take advantage of it. Wouldn't we need to be walked first? And that is not something we can initiate, no? I'd think that the vast majority of customers would rather not get walked in the first place.

fairmonthotels: Update: We do have a standard procedure/policy on walking guests, but I'm afraid that's about all I can confirm.

Fairmont Hotels sent me that via Twitter. Not sure why it isn't public like all the other chains, but at least we have an answer.

I guess as edmonton says, it perhaps is Fairmont's view that customers will seek to be walked so as to take advantage of its policy. Oh well. Thanks for the followup, canuck.

I guess as edmonton says, it perhaps is Fairmont's view that customers will seek to be walked so as to take advantage of its policy. Oh well. Thanks for the followup, canuck.

I still dont understand how someone can take advantage of being walked. They don't know, and cant know when it's going to happen. Also, if I was walked, you can be damn sure that I would be demanding the walk policy to ensure that everything was happening as it should be...

An additional update from Fairmont Loyalty Services


Good morning and thank you for your query.

In any instance where a guest must be walked to another hotel due to a sold-out situation, the Fairmont property would cover the cost of accommodation at the alternate hotel as well as the cost of any transportation related to required back and forth travel.

Mary

This seems the least they can do, and I for one am absolutely amazed that FPC people can possibly think we'd "take advantage" of such a thing. Thanks, Canuck.