Fairmont Le Manoir Richelieu

Despite its stunning location and outstanding reputation, this hotel unfortunately no longer lives up to the standards expected of a five-star property. From the moment we arrived, the service was disappointing. No one acknowledged us as we pulled up by car, and we had to unload and carry our own luggage. While the rooms were clean, they felt dated and would certainly benefit from refurbishment. Upon entering our room, one of the beds had not been made, and there were not enough towels or bathrobes for all the guests staying in the room. These are issues that might be understandable in a lower-category hotel, but they are simply unacceptable in a five-star establishment. Overall, the hotel did not meet the high expectations created by its reputation. The beautiful setting alone is not enough to make up for the lack of attention to detail and the level of service provided

Gabin our server and Matild the manager at the restaurant were very sweet, friendly and professional.

By far the worst Fairmont I’ve ever stayed at. For context; I am an AllAccor Platinum member (now diamond) and typically choose to stay at Fairmont’s due to their historic properties and fantastic service. We arrived somewhere around 5pm and was told our room was not ready and no upgrades were available. 10 minutes later the room was ready but smelled of cigarette smoke. I let the front desk know and they scheduled a turn down service and the room was sprayed with something to mask the odour. That same night we went to the bar to order a drink waited 30 minutes and we were not attended to. We left the bar and ordered champagne and snacks through room service. 45-50 minutes later the room service arrived with half of our order and we were charged for the full thing. I attempted to call them back but there was no answer. The next morning we attended the breakfast service and got terrible reception. We were not told about menus or anything. Just given orange juice and coffee that tasted watered down and lacking its original flavour. The food was awful and the presentation was worse. The sheets and bedding provided were not fairmont branded. Were itchy, uncomfortable and, hard. My back ached after a night. We left two days early and extended our reservation at another property. I couldn’t wait to leave. I’ve stayed at Super 8 motels and Holiday Inn’s with cleaner rooms, better beds, and most importantly better service. We will never come back.

This hotel had so much potential since its beautiful and well located, but there are numerous problems. It is understaffed and while some staff are very friendly, others are curt and unhelpful. Service is slow and there are long waits. Food availability is a big problem. Too much red meat, veal and lamb, not enough chicken and fish options. It would be helpful to have a less formal restaurant. Breakfast menu does not allow you to order à la carte, so we had to pay $28 for scrambled eggs and toast. Breakfast cafe in the basement ran out of items very early in the morning, and did not offer any healthy choices like hard boiled eggs or yogurt. One person was working, including having to make the coffee, so the lines were slow and long. Check out was very slow. Long lines, and long wait to have the valet retrieve our luggage. In short, this does not present as a high end resort except in appearance.

We are in a full on road trip with a limited budget and this stop was an anticipated stay having been to several Fairmont Hotels around the world. But this after a long several hour drive really disappointed us. First off the two double room booked and confirmed were not available the position was at the far back corner. Second we went to the pool as this is why we chose this hotel only to find it packed and no place to sit. Again after the weather this was to be expected if a little disappointing. Again we can understand this but then the service at the outside bar was as slow as a Tortoise and again inside we wanted to relax in this Hotel on a very intense road trip only to be hit by what feels like a very locally orientated Staff team. Then came the real shocker we had a table booked in the restaurant for evening dinner and my partner wanted the lamb she was asked by the waitress how she would like that cooked my partner said she would like it well done and was told that would not be acceptable and that she would not be served it? First why ask and second what kind of service is that. As there was nothing else that she wanted she was left without any food. I have been in some awkward situations before but never denied food. As she was obviously upset she left and went to the bar only to be chased out by an angry bartender saying that she had not signed for her drink. She had and showed him the tab no apology? This left my wife in tears so I wanted to speak to the Hotel manager who said she was sorry for her staff and that she would speak to them. She asked if she could do anything but I said I was that upset that I would appreciate the night to reflect and would hopefully see her at checkout. Checkout came and the only interaction we received was to be told that after checking we had booked twins not doubles and no mention of the restaurant abuse or the bar abuse. Super disappointed with the whole experience but having spent a short time there I sort of understand it's a casino stop off with the majority of residents eating their own food and drinking their own drinks at the outside tables after gambling so I guess the staff are not used to normal hotel guests 🤷. Please book with this in mind