Fairmont Pacific Rim

We had problems getting any sort of email invoices on our room before we checked in. I sent several emails and phoned twice before w got any information in an email on what we would be paying. Then after check out, we found the same thing. On arriving we were very disapponted in finding we had been given two rooms, connected by a door from one to the other rather than what we would call a suite. One room had no bed except a Murphy bed and the two rooms ran between and close to the elevator. We refused to occupy the one room with the Murphy bed and spent 2 nights in the other room, listening to the elevator all night long. After two days of this we checked out and went to the Sheraton Wall center that was much nicer, higher floor and better view and quiet.

The hotel had very organized room with quick room service. It was very good and it made our stay fell much better.

We absolutely loved our stay at the Pacific Rim Hotel in Vancouver. From the moment we arrived, we felt welcomed and well taken care of. A special thank you to Jesse at check-in, who recommended upgrading to a higher-floor room with lounge access. His suggestion made our stay even more memorable. The room was beautiful, spacious, and offered stunning views. The lounge was one of the highlights of our visit. The food and beverages available throughout the day were excellent and of very high quality. It was a wonderful place to relax and enjoy the hotel’s exceptional hospitality. Every staff member we encountered was friendly, professional, and genuinely caring. They made us feel special throughout our stay. Thank you, Jesse, for your outstanding recommendation and service. We highly recommend the Pacific Rim Hotel to anyone visiting Vancouver and look forward to returning in the future.

My stay in Fairmont Pacific Rim was made memorable due to excellent interactions with the Team Members (aptly known by Accor as Heartists). My first time in Canada was greatly assisted by the excellent service by the Heartists at this Accor hotel. Special thanks start with Ms. Jennilyn and Ms. Lori, who warmly set the scene at checkin and who were the reason I decided to extend at the time of checkin. Similarly, by Mr. Jesse when I checked out. Not long after checkin, I met Ms. Elena, Mr. Naval, Mr. Hector and Mr. William at the Lounge. They too showed incredible hospitality as well as excellent familiarity with Accor. Assisting them in the Lounge were Mr. Eric, Mr. Max, Mr. Paris and Chef Ms. Fiona. Not to forget the outstanding care given by Ms. Rhea at breakfast on the 2nd Floor. Then came along another Ms. Lori who helped me with my room. Excellent housekeeping with warm and friendly interaction. Fairmont Pacific Rim is very lucky to have all these Team Members. The fact that their names are remembered is a testament to how friendly and interactive these heartists were. Congratulations, Fairmont Pacific Rim.

There are pros and cons to staying here. Having read some of the other reviews I feel somewhat dissapointed now because I certainly did not get the world class experience they had. Having said that I have had better service and experience at hotels in London, Singapore, Tokyo, Yokohama, San Francisco, Los Angeles, Sydney and Melbourne to name a few. I am confounded about some of the other reviews because perhaps now I feel like they ignored me or perhaps the people writing the other reviews have not travelled internationally at all! I stayed at this hotel for two nights after disembarking the Coral Princess on a lengthy cruise from Japan via Alaska to Vancouver. I arrived after 2pm after doing a disembarkation tour with the ship. I found the reception to be crowded and had to line up to check in. Admittedly I was earlier than the 3pm arrival time, however I noticed other people being given their rooms straight away. Mine was not ready and I was waiting over an hour. Once 3pm arrived I did ask about it and eventually they found another room that was available. So first impressions were not overly impressive. After check-in I met a friend for drinks and snacks in the bar. This was good service, however it was the first hotel I have stayed at in the world where I had to wait to be seated. Hotels in Japan and Australia have a walk-in policy. The drinks were of good quality as was the food. With my visiting friend we ordered a sushi platter which was on the expensive side but good quality none the less. The room on arrival was exceptionally clean as was the bathroom. The bed was comfortable and the room was well lit. The second day is where the main issue arose. While I could have had a good stay and enjoyed the experience despite the slow check-in, what really upset me was that I had placed the make-up-room light on in the morning and departed for the day. I was out all day until close to 3pm. By the time I arrived back the room was still not made up. This was totally unacceptable. For the price I paid for the room and the expectation that it be made up was totally unaceptable. I have never experienced this in Singapore, London, Tokyo, Yokohama where I have stayed multiple nights at equivilent 5 star hotels. This was a first. When I go out during the day I expect the room to be made up on return especially if my return is after desgingated check-in times. This one incident is responsible for the review getting a lower score. This was not world standard service. I had to ring up reception to book the refreshing of the room and then I had to find something to do while it was done. That night I enjoyed room service meals which was top quality. The ordering process was simple and easy on the in room tablet. The meal was delivered in reasonable time and I did not feel like I was waiting long. In all honesty this could have been a perfect stay that matched my experiences and expectations from other cities in the world. This hotel is definitely below the standards set in Japan. Had it not been for the lack of cleaning and refreshing of the room on the second morning then this rating would have been excellent. This wasted my time, distracted me from my vacation activities and set a standard that says "we don't care". I have stayed at St. Regis Singapore and Marina Bay Sands at Singapore and did not experience this at those fine hotels. In the month prior to coming to this hotel I stayed in Sapporo and Yokohama, namely the InterContinental Yokohama Grand and did not experience such poor service at those hotels. As I prreviously wrote I cannot fathom how other people experienced world class service. The room should have been made up the following morning. I was used to my stateroom on the cruise ship Coral Princess being made up prior to lunchtime for the 22 nights I was on that ship. This hotel could not even manage refreshing the room for a 2 night stay. Now thanks to that lack of service on the second day I am left with the impression that this hotel does not care, is either slack, or incompetent. That was not world class service. It was unacceptable. It was uncaring and it was not good enough. This hotel had a higher nightly price than the Coral Princess. The Coral Princess could refresh the rooms on time. This hotel also had a higher nightly price than the InterContinental Yokohama Grand. In Yokohama the service was superb. I am not some novice traveller or inexperienced in the ways of the world. Either this hotel is slack or I was somehow singled out to ignore. It was my first time at this brand of hotel and my first time in Canada. Maybe guests with elite regular status get treated better, I do not know, but if others are getting world class service and a first time guest gets slack service it does not leave a favourable impression.