Fairmont Empress

Beautiful hotel, fabulous location but the service and staff attitude really needs to improve. Don’t expect to be able to rely on their WiFi. (Free) Premium WiFi was not available and staff just smiled and shrugged. Cheapo free WiFi dropped in and out of service all the time. Completely unreliable and unacceptable for trying to carry on business activities during our stay. There was an error in the way my bill was presented and various staff each tried to tell me that their error was in some way my fault! Eventually got resolved. There are bog standard Hilton and Marriott hotels within a few metres, which is where I’ll be staying for future visits to this beautiful town.

We recently stayed at The Empress on the Gold floor. Easy checkin. The lounge is stunning. The complimentary breakfast, snacks & desserts are diverse and well done. The beautiful outdoor space alone would make it worth staying. Our room was average size for older hotels. My one complaint is the only mirror in the space was over the sink in the tiny bathroom. None in the bedroom area at all. Very difficult getting ready without a full length mirror. All the staff in hotel were friendly and helpful.

The room was clean, the beds were comfortable, and I mostly enjoyed my our stay. Ellen ( I think that’s her name) at the front desk was very kind. Food tasted fine, except the Mac and cheese….very curdled. Dining staff and cleaning staff was polite and prompt with service. Tea time is always amazing. However, I will say this, and I haven’t ever felt this way about any other vacation I’ve been on, the rest of the staff seemed a bit discriminatory (even racist) and arrogant. Maybe my comfortable overalls aren’t elegant enough but from all the times I exited and entered the lobby, my family and I were never greeted; just looked at and turned away from. Yet the people ahead and behind us were always greeted or asked if they needed assistance. The staff on our floor didn’t greet either and when I did greet it almost felt like I was bothering them. The bell desk had 1 polite employee with dark hair, so thank you to that gentleman. But when I handed my luggage and my son’s blanket and teddy to another employee (since our room wasn’t ready, we were told we can leave our items there), the bellhop looked at me with such disgust. I felt like I caused the greatest inconvenience. I encountered the same employee when I came to retrieve our luggage after checking out and leaving it there for an hour, and he literally rolled out bags out halfway to the bell desk and knocked one suitcase down while almost running away trying to help another guest. My intention was to tip him, but I’m glad he didn’t give us a chance to tip him, he was so rude. So, although the room was nice, and the location is perfect, I probably won’t stay here again. I prefer to feel welcomed, especially when paying a higher price tag. I’ll be back for tea, because that has always been a pleasant experience , but I’m disappointed I don’t feel the same about my stay. So keep that in mind when choosing to stay here; you will either receive excellent service or feel invisible.

A friend and I were coming from Seattle for high tea, and we knew we'd want a place to relax after tea and before our sea plane home. Using a Resort Pass was the perfect way to do this. Before tea, we could put all our stuff in the lockers so we weren't schlepping it all over the place. After tea, which was good but so filling, we never even made it to dessert and had to take that to go, we headed to the spa. First we did a eucalyptus steam, then the dry sauna, then a mineral pool dip, then we just lay by the pool and read. They have all kinds of amenities -- lotions and soaps, toothbrushes, combs, hair bands, etc, that make your shower and refreshing so pleasant. I would really recommend this combo if something for the day.

From entry to exit, the Fairmont Empress Hotel (Victoria) staff provide excellent, attentive, and accommodating service that compliments and enhances one’s experience at this historic and iconic hotel. The multiple restaurants and large, beautiful bar provide varied dining/imbibing atmospheres along with an option for outdoor dining relished with a central view of the Inner Harbour. Prices at this property reflect the hotel’s superior quality, so reward yourself, because sometimes, you just got to live a little, and the Fairmont Empress Hotel is a grand experience for memorable memories.