Originally Posted by gcashin

I'd stayed at the property recently, and had stayed last year as well prior to the Accor transition. Used Suite upgrade to a Garden View suite, and the room was very well appointed, spacious, and the bed was fantastic. Overall the staff were still quite friendly, and a number of familiar faces from last year's visit that continued to provide great service. But overall, the hotel has taken a downward turn. A few of the negatives:

• No Platinum welcome amenity provided, even though it's still listed as a standard Accor Platinum benefit. When I'd asked the front desk why I hadn't received a Platinum welcome amenity, they said the welcome drinks had replaced the Platinum amenity, even though they're specifically listed as separate benefits. When questioned further, they said the Platinum amenity is hotel specific and the hotel doesn't provide them any more (although sounds like some others continue to receive them).
• Welcome drinks said they're good for beer, wine, or cocktail, but staff said they're not eligible for cocktails (not even a Mai Tai, which is pretty much the standard drink there)
• Getting a late checkout (e.g. 4 PM) was like pulling teeth. Asked at check-in, and said they'd see what they could do and get back to me. Asked again next day, and they said ask on day of check-out. Asked on morning of check-out, and they wanted $150 or half the room rate for a late checkout that would typically be offered as a Platinum benefit. Eventually was able to get a 4 PM checkout, but it was a major hassle.
• Happy hour options in Luana Lounge have gone downhill, and aren't really much of a happy hour any more

Overall the property is great and many of the staff are still the same friendly Fairmont staff, but it's definitely become less customer friendly under Accor. Unfortunate to see.