Fairmont Empress

Our room is not cleaned even though it was already 6 pm and when finally they came, with such nonchalant attitude, truly unlike any Fairmont hotel I have experienced before

The Best! Six Stars for Alexander, Michelle, Nicola and the Gold Lounge service staff headed by the ever smiling, Irwin!

The hotel is really charming and we'll located. However, we had some unexpected issues. Each night, we found one to three silverfish insects in the bathroom, ranging in size. This was concerning since silverfish can damage clothing and shouldn’t be present in a hotel of this level. We also found the elevator system confusing. It was difficult to figure out how to get between the lobby, restaurant floor, and spa, and we noticed other guests having the same trouble. There was such a long line at breakfast that I saw a couple just leave and go away hungry with their child. While the hotel has many positives, these issues were hard to overlook.

1. Stayed on AMEX FHR rate, got a lowest possible upgrade at check in, 2 double to 2 queen, no view 2. Benefit letter stated welcome amenity included, wasn’t offered or provided during stay 3. Room run down, fridge sounded like a whining jet all night long, shower took forever to get hot water, paint peeling here and there 4. Called royal service line ahead to get car brought out of valet. Thankfully saw on app car was never moved and went down in person to request. Would’ve missed my ferry for sure if I relied on that. 5. Almost got double charged for room, likely a mistake was made at check in, see 1 above. Overall, not worth the price or the Fairmont name. Definitely buyers beware.

Fantastic hotel. We opted to upgrade to the gold floor and were not disappointed. The Best Breakfast was part of that, on it's own special floor! Well worth the money, just for that feature. The gold lounge was also a bar ( for a reasonable cost) in the evening with complimentary snacks. Rooms were clean. Bathroom was good and products are great. Breathtaking views.