Fairmont Austin

This was, without question, the worst guest experience I’ve ever had at any hotel. Despite repeated attempts to resolve a serious billing issue, I was completely ignored by Fairmont staff—specifically Cooper Isaacs at reception, who not only failed to reply to any of my follow-up emails but dismissed me in person, even as I stood there with my two-year-old daughter. I was overcharged $500 for parking I clearly did not use, despite having paid in advance for only the days I needed. The lack of accountability, professionalism, and basic human decency is staggering. This level of negligence and disregard for guests is unacceptable at any tier of hospitality—let alone from a brand that claims to be luxury. I will never stay at a Fairmont again and would strongly advise others to avoid it at all costs.

The food was excellent and our server Taylor was great. My wife lost her shampoo and facial items. Erika from the staff went to the spa and got her a bag full of all the supplies she needed. That that is big 5 star hotel. Always start at the bar and this one was well worth it.

Booked a room for a 2 night stay for a wedding in Austin. There was a Courtesy wedding Block arranged for the event. I booked the room and specifically did not select what appeared to be an optional "Urban Experience" which was a $35 fee per day. On check-out I reviewed the bill and was surprised that the "Urban Experience" fee was added to my bill. I complained to the desk clerk but received no satisfaction as he stated that the Wedding Block included this B.S. fee. I stated that I specifically did not select this option when booking the room. As we had to leave to catch our flight I could not pursue the argument. A couple of days later I was contacted by Dennis who basically stated that everyone who booked in the wedding block were charged the fee and there was nothing he could do about it. I stated that in my opinion this was a scam fee and should be refunded as I did not select it nor used it. Concerning the hotel room there were a number of issues: 1. The design of the bathroom sink is poor for anyone who is not tall. The sink basin is about 10" from the edge of the sink. For a short person it is very difficult to lean over to not make a mess in the bathroom. 2. The shower head is a very substandard. Something that I would expect at a budget motel, not at an expensive "high" class hotel. The pressure was non-existent and the head position was not adjustable. 3. There was no top sheet in the bed. There was a sheet covering the mattress and a comforter enclosed in a duvet. There was no top sheet. Does the hotel remove and wash the duvet cover when they change the bedding? 4. The magnifying mirror was too high for a short person and not easily adjustable. All in all the hotel did not meet expectations and the scam Urban Experience fee is a ripoff.

I stayed at the Fairmont for business purposes for five nights last week and I don't have enough good things to say about the hotel! The room and view were spectacular, the staff was more than friendly, and the accommodations were top notch. The room service was prompt and fresh, as well as the daily breakfast and lunch provided to us for the conference. I also ate at Fulton restaurant and had the BEST calamari I've ever tasted! Overall, I would definitely stay at the Fairmont the next time I'm back in Austin.

This trip had it's share of challenges. When I arrived, my room was not what I initially booked for. When I inquired about it, I was told by the representative that this is what's available and I would need to keep it. When I received that answer, I settled in. Later I received a call from another associate in the concierge wanting to know what happened and if she could switch my room. I explained that because I had already settled in from being told I could not earlier, I would rather not move at this time. Later on I received another call from the manager of royal concierge I believe her name was Sherlynn *I apologize if it's wrong*, but she was more than accommodating and hard working at trying to make the situation right. I explained also to her that I was going to be there about a week and I had already unpacked and didn't wish to move. She offered to give me other amenities to make up for the mishap, and we finally landed on chocolate. I was able to enjoy that as a consolation. Later there a plug in the sink in the restroom that took some time to get a representative there to fix, but that didn't inconvenience me much. The next day I requested silverware and a bowl to use because I had ordered items for my room for the week. It took more than an hour and 3 phone calls to get those items. I was told that they came to my room but was no answer, however, I had been waiting, so that was not the case. I explained that they must've knocked extremely soft because I was waiting and heard nothing. I also had a refrigerator, and microwave, and even though they were next to an outlet, only one could be plugged in at a time because the other didn't fit. When I let them know that I just had to move the microwave to a different space, they offered to change the room again. I declined again, as I was already unpacked and settled into the current room. There were other little minor issues like these that went on, but I said all of that to say this.......THEY RECOVERED WELL. Each interaction was pleasant and they were more than willing to assist me, with the exception of the very first person I spoke with. For me, it's not a problem to have issues in a space, but I'm looking at how I'm treated once the issues are known. Fairmont did very well in recovering my faith in choosing to come to this conference and stay at their hotel.