Fairmont Breakers Long Beach

We hotel recently stayed at the Fairmont Breakers prior to a trip to Catalina Island Jazz Festival. The staff greeted us warmly and went above and beyond to ensure we were comfortable. Our room was not ready when we arrived but the General Manager and Veronica apologized for the inconvenience and compensated us with food credits. The room was well appointed and pristine. The valet provided us with rides to nearby attractions in their Rivian shuttle service. The historical tour was very informative and ended with a champagne toast at the roof top bar. Overall we had a wonderful experience and plan to return again.

Our room was not available at 4pm as promised. By 4:45pm they agreed to put us in another category room, refund our Urban Experience fee and give us a $50 F&B credit. We were only staying one night so the room delay really put a damper on our trip but I was satisfied with the offers. However, when I received my email receipt I was actually charged the Urban Experience fee and my full breakfast F&B charge (no credit applied). I've emailed the hotel with no response. I'm more frustrated that I have to take the time to track someone down to receive my refund. So not only did they disappoint at check-in, the effect is lingering.

We stayed for 5 days and in whole, were happy and appreciative of the service we received. We had one unpleasant experience involving an acting manager at Nettuno but when reported, service recovery provided by Front Office Manager, Veronica and Food & Beverage Manager, Ren was excellent. They acted swiftly to make us feel we were listened to and the incident, taken seriously. Special mention also to Paulino who brightened our mornings. The Fairmont at Long Beach, a well designed and historic hotel is surely worth a visit. Joanna Huggins & Robin Th’ng

Unfortunately, our stay was very disappointing and did not feel remotely up to the standard I would expect from an American Express Fine Hotels + Resorts property. We booked two connecting rooms through Amex Fine Hotels + Resorts, which meant that each room came with its own set of program benefits and credits. At check-in, I specifically confirmed with the hotel that because we had two rooms, the applicable credits would be available for both rooms. Because the telephone in our room was not working, we placed our breakfast order online and charged it to one of the rooms, there was no option to split it. We did the same with dinner. At checkout, the hotel printed both final folios for me and I reviewed them before leaving. At that time, the credits appeared to have been properly applied across the two rooms, and the only remaining extra charges were essentially the resort fee and valet parking. After checkout, however, I received absolutely different folios showing different charges and credits. Some of the breakfast credits were no longer applied. When I contacted the hotel to ask why the final folios had changed, I was told that because the breakfast had technically been ordered under one room, the credit from the second room could not be applied to that order. This was completely inconsistent with what had been explained to me at check-in and, more importantly, with the folios I was actually shown and asked to review at checkout. The same issue happened again when ordering food for our children while we were at the pool. There was essentially no poolside service available and everything appeared to be closed, so I had to order through room service. Again, because the order was placed under one room, the hotel later refused to apply the available credit from the second room. The room service itself was also far below expectations. One evening, our dessert was missing from the order. We were initially told that no dessert had been ordered, and only later did they locate it. At breakfast, they forgot the salt, pepper, jam we had specifically requested, and even the milk for the coffee. What bothered me most was not even the amount of money involved. It was the way the billing was handled. I have never experienced a situation where I reviewed printed final folios at checkout, believed everything had been settled correctly, and then later received materially different folios with credits removed or applied differently. At a true luxury property such as Four Seasons or The Peninsula, I would expect an issue like this to be addressed thoughtfully and resolved in a way that reflects the level of service being promised. Here, instead of trying to reconcile what we had been told at check-in and shown at checkout, the response was simply that the credits could not be combined because the orders had been posted to one room. For a hotel participating in Fine Hotels + Resorts, the overall experience — from the inconsistent billing to the room service problems and lack of pool service — was extremely disappointing. Based on this stay, I would not consider the service to be at the level I associate with the Fine Hotels + Resorts program.

Difficult area of Long Beach, California. Opted to stay there rather than my "go to" of the Fairmont Miramar Hotel & Bungalows in Santa Monica. I wanted to give it a try. Will not make that mistake again. Service was objectively bad in rooftop bar, consistently. Difficult to get car. Lobby bar ws an improvement, but not still insufficient for the money spent. Food wasn't bad but, for the money, service should be consistent and good. Hopefully, they will improve but the area/location is a problem.