Fairmont Chateau Laurier

My brother and I were on our way back from PEI and decided to stop in Ottawa. I booked the Fairmont for two nights as a treat on the return leg of our road trip and it didn't disappoint. The staff on the reception were welcoming and so helpful - and consequently, checking in was a breeze. We had been upgraded to a lovely room with a view of the Rideau Canal and Parliament. All the staff we had the pleasure of dealing with across the two days were professional, efficient and helpful but a big shout out to Samuel at the concierge desk who was not only delightfully helpful at the onset of our stay but throughout our time there, making us feel very much at home. The staff member who came to get our bags at the end of our staff early in the morning when there were few people around was so helpful as well, arranging to get them to bring our car around and getting us some water for the final leg of our journey. As a regular guest at Fairmonts in many countries these staff members were indeed some of the most memorable I have met for some time. Thanks to everyone who made our stay so lovely.

So this is an awkward review to write but I think it says something about the lack of training your front desk staff have on how they should treat people. On arrival as an Accor Platinum member no recognition of status so disappointing but not unexpected given its North America and you have chronic problems with your properties recognising status here in Canada. Staying in a suite though I would’ve expected a bit more of an attempt. Rooms were also old and beginning to get that musty smell and need a bit of updating. Bed was very comfortable and overall the room was nice but for the price of a suite it could’ve been a bit better. On check in as we were waiting at the desk staff were blatantly rude and ignoring us, another guest pushed in front and they couldn’t seem to bend over backwards enough for her - after seeing her arrive before us and then watch her push in front they were all beaming smiles “oh yes ma’am” - not to be a cliche but she was middle aged and white while we are in our early 30s and brown but there you have it - on finally being asked to step forward we received the flick off with no explanation of facilities, what was available at the hotel just here’s your room card. It seemed they’d used up all their energy on her. On the other hand your cleaning staff are lovely and friendly, maybe you should try getting them to train your front desk staff? That’s the extra star you receive for this review or you’d end up with one. So my main recommendation for you is some cultural safety training for your horrific front desk staff who clearly discriminate and focus more on being a premium service brand for everyone not just those who you think deserve to stay in your hotel. Overall left a very sour taste and I won’t be back. I also let everyone know about the appalling experience every chance I get - particularly when I’m in an executive lounge at any other Accor property - that awful time I stayed at the racist hotel in Ottawa.

Our two day stay in Ottawa was part of a cross Canada rail tour. The Chateau is in a fantastic location for seeing the city core and historic sites, and walking around the beautiful park directly behind it. The facilities are excellent and the staff are attentive, friendly and helpful. We dined in the library and also in-room and the food was great. All in all, a great experience.

This property just doesn’t get hospitality. Had difficulty getting the valet to take my car. I get it’s a busy entranceway but they should be able to manage it by now. Then got to check in, it’s around 2pm. They tell me that guaranteed check in time is 4pm and they don’t have a room for me now. I ask if they will have one at 4pm. They tell me they should but don’t know for sure. They say my room is on the gold floor, so should go to the 4th floor and they will assist. Go to that floor, and my room is available. When I ask why the front desk told me otherwise, they tell me that they don’t let them know? Crazy. Then they tell me my room is on the 3rd floor. So I go down another floor. I try to use the wifi in my room, but it’s unclear what site to pick. There is nothing that says what option to pick? I call the operator and after 10 minutes on hold they tell me to use a backup site? the password doesn’t work. I give up and just hotspot. I then want to get some room service. But there is no menu. I go into the hallway and see an attendant and ask her how to get a menu. She doesn’t know. I go up to the gold concierge and they say they removed all the menus for environmental reasons. They can text me a menu but they apparently don’t have my mobile or email? i ask why they didn’t tell me all this when i checked in? I give up. They deliver a menu to my room 2 hours later. They put a welcome set of cookies in my room, and the card spells my name wrong. Does this seem like hospitality? Staff just don’t see to care.

Underwhelmed. For the price of a room, you’d expect much better, especially from a Fairmont. My room was the size of a closet, I couldn’t sit on the toilet with the bathroom door open, and everything was just cramped. On top of that, the bed was way too soft, the pillows were too soft and they only had 1 electric charger for cars after charging $67 a day for valet parking. Just not a good experience and you’d do better to stay somewhere else like the Westin.