Fairmont Century Plaza Hotel

Thank you to John from the front he was so helpful and the best

John the bellman was incredibly helpful. There were a number of things that we needed to make our day go well including quick turnaround time on some dry cleaning and he made it happen with a smile.

Great service! Thank you john!

I rarely write reviews, but this experience was disappointing enough that I feel it’s important to share. I recently had a spa appointment scheduled at the Fairmont, but unfortunately had to miss it due to being rushed to the hospital for complications during childbirth. I informed the spa, I explained my situation, expecting at least some level of understanding given the circumstances. Instead, the very first response I received was that I would be charged the full fee of approximately $500, I told her that is fine and I would pay. To be clear, this is not about the money—I understand policies exist. What was most upsetting was the complete lack of compassion and empathy in that moment. After explaining that I had just experienced complications during childbirth and was hospitalized, I would have hoped for even a brief acknowledgment of the situation before discussing charges. Customer service, especially in hospitality, should reflect care and understanding, particularly in sensitive situations like this. Unfortunately, this interaction felt transactional and cold at a time when a human response would have made all the difference. I hope management takes this as an opportunity to remind staff that policies can be upheld while still showing empathy and professionalism.

We just got excellent check in time, Kevin Lemus attended us, very nice guy, I’ll come back for sure