Fairmont Empress

Travelling from Australia this was a splurge. Room rate expensive but this is a destination hotel. Perfect tea and milk available in you room. As Accor members this is a standard we expect. Great little additions in room such as cotton buds and make up removal pads. Beds and pillows to a standard. The only disappointment was the shower. It was small and was over bath and slippery with no bath mat provided. Travelling with my mum stepping into the bath was difficult for her after knees surgey. Overall a nice stay. Parking expensive but needed as we had a rental car. We had two rooms and only one room received a turn down service. Good location close to Resturants and Coffee shops in house dining very expensive

Lovely room, very small bathrooms. Like other reviews, there were a number of irritating service niggles over our two night stay, but when I raised them, the response was good, and a couple of charges comped. I would love to give this a five star, and the problems were apologised for, but for an allegedly luxury hotel, they need to up their game a bit.

Given the somewhat mixed reviews, we were not quite sure what to expect when we arrived at the Fairmont Empress. Fortunately, it generally exceeded our expectations. We were staying in the two bedroom Gold-level suite and the Gold floor had been renovated just a few years ago. I cannot comment on the rooms on the other floors but ours was very tastefully decorated and well appointed. The old building does mean that the layout is slightly unusual but this is certainly part of the charm. Check-in at the Gold reception was very swift and efficient and I think it's fair to say that the Gold Lounge is undoubtedly a highlight of this hotel. We stayed in a number of different Fairmont hotels during our trip and we got to experience the different lounges - which do all have slightly different amenities - and the one in the Fairmont Empress without a doubt has the finest location and ambience with a lovely terrace overlooking the harbour. It was very pleasant to sit on the terrace with a pre-dinner drink. The drink selection was decent if not quite at the same level as the Fairmont Pacific Rim lounge in Vancouver. Breakfast in the lounge was decent although not the best we had - there was no option to have any eggs freshly prepared and everything was self-service from the buffet. I thought our room represented excellent value for money given what was included and the service was always first class. We didn't see any other hotels in downtown Victoria that were really on the same level as the Fairmont and I would be happy to recommend it.

‘City view’ room was looking out a frosted window.

We spent 3 nights at the Fairmont and it was an overall positive experience. The location is fabulous and easily walkable to many attractions, and the Fairmont's courtesy car was also great. We arrived by seaplane and it was amazing just walking into our hotel 10 minutes later. Although the spa was rather small and few in amenities the massage therapist (Tasha) was extremely good and I would say one of the best massages I have had anywhere in the world. The room (Deluxe City View) was fine; I would say due to age and lack of light, size of the bathroom, it was more of a 4-star room compared to other luxury hotels or Fairmonts we have stayed at. The biggest downside was the service. The staff would often present contradicting information and conveyed a sense of lack of training; for example, we had breakfast credits with our reservation and was told by the Bengals restaurant (where breakfast is served) we could use this for room service, but the front desk insisted this was not allowed (it was). Another staff member at the Afternoon Tea service offered me a different tea "especially since it is your anniversary" but then our server said this is not allowed and "we are not a tea tasting." Marleen(sp?) at the tea service was especially rude and seemed annoyed at us asking her questions about the menu and walked off after maybe 20 seconds? Come on. Your clientele would gladly pay more zeros on the bill for good service. But the service was not even at a Marriott or Hilton level, not even comparable to other Fairmonts we have stayed at around the world, and is definitely not appropriate for a hotel named 'Empress.' Maybe it should be called Princess instead.