I recently stayed at a Fairmont and filled out the review which was entirely positive, except for one item, which were the toiletries provided.. While they are higher end, the scent gives my husband a headache and I only mentioned that I should have thought to call the front desk and see if they could provide something else. In other words, it was my fault - not the hotel's.

The manager wrote back and indicated a note would be placed in our file to replace the toiletries when we come back (it was our second stay there).

I consider that excellent customer service.