I stayed at this hotel a couple of times this year, and was extremely disappointed. The rooms are extremely tiny, there is an old mouldy smell throughout the hotel, the TV is an old-school CRT, and the room is just dated in general. I tried calling room service, but the elderly man on the other end was hearing-impaired. I kept ordering "poutine", and he kept responding, "vegetables?" After four times, I politely hung up, and just went down to the lobby to place my order... they apologized and asked if we wanted chocolate sweets due to the issues, we said yes, but then noticed that they had charged us for them!
All-in-all... stay at the Hilton just down the street - you are also connected to the underground city, and it's a far nicer hotel... plus the Exec Lounge staff are excellent there!
My wife is Fairmont Platinum, but we didn't get any upgrades (despite trying to apply either Room OR Suite certs) since the hotel was "full"...