Fairmont Waterfront

I would like to register my dissatisfaction with how an important matter was handled during my stay at the Fairmont. This was a family trip planned to celebrate a very special occasion: my daughter’s birthday, as she is currently studying in Vancouver. We traveled from Brazil for this occasion, and another son came from Los Angeles so we could celebrate together. It was therefore a meaningful moment that was unfortunately impacted by this experience. When we approached the front desk to clarify a charge, they were unable to clearly indicate where this requirement had been previously documented. I would like to emphasize that at no point were we informed in advance of this policy. Specifically, this refers to a nightly security deposit intended to cover potential damages or incidental consumption. I believe that such a charge should be communicated clearly and in advance, ideally at the time of booking rather than only at check-in, so that guests can make fully informed decisions. I also informed the team that I was willing to pay immediately for any incidental charges, demonstrating full willingness to settle any expenses without the need for holds or recurring charges on the credit card. Additionally, the attendant Susie Yao was rude and handled the situation in an unprofessional manner, which contributed to an unsatisfactory service experience. From my previous stays at high-end hotels, this type of policy is always communicated transparently at the time of reservation, along with a level of service consistent with the standards expected from a luxury hotel brand. Given this, I hope the Fairmont brand will review both its communication of policies and its customer service approach, particularly in situations involving guest inquiries and issue resolution. The experience did not meet the expected level of excellence, and the treatment received significantly affected what should have been a special family occasion.

Our suite exceeded expectations, very spacious and cozy with astonishing views of the harbour. They really did everything to satisfy our every request and make us feel very special.

A big kudos to Fairmont Gold Team , especial Metion Jasmin, Camila, Elle, Ahmad and Yoenkab, these people are amazing and made our stay and Anniversary a day to remember. Also at the ARC, our servers Katie and James are worth mentioning for their excellent service.

I have been using this hotel for many years and have enjoyed my time here. With this visit though, I was able to see the aging of the room, it looks worn. While it was clean and well organized, I could see that the table tops are chipped, the rug is faded, the wall paper coming off in places, and the bathtub looks well used and really needs to be replaced with a walk in shower configuration, because, who really uses shallow bathtubs in hotels anymore. Not a luxury hotel anymore although I am still fond of it for the views and great customer service.

No slippers in the room, when requested it took 2 hours for delivery. Carpet worn out breakfast very slow service but food was good. Great location but service was slow especially housekeeping. Manger was aware of housekeeping issues, I sent an email but just ignored my feedback, no response at all.