Fairmont San Francisco

Went over New Years, was child friendly hotel or at least during the holidays. It seemed oriented to families with gingerbread houses and decorations. Beautiful historic hotel, somewhat dated rooms.

This my second time staying at Fairmont and really want to love it however for the cost- the quality of service and features are just flat out poor. The hotel is very dated and old... given the history they can clearly get away with it by passing as "charming or regal" but for the cost you expect at least decent mattresses and pillows. They have outdated plugs... fading carpets, drapery and low quality food. Again, for the price you at least hope for a decent breakfast. No, instead you get a slightly better than free continental quality but much more expensive. In addition the staff is rude when checking you in... they just seem so over their jobs... the wait staff at their overbooked restaurant are also over it and they all clearly just don't care. Next time I will choose a different hotel. ... especially for the price. Not asking for over the top service BUT just be nice and invest in some decent pillows PLEASE

Mediocre, old city hotel. 600+ rooms and the wear and tear is obvious. Service is also lacking. 1. Room views are great. Bed and decor is fine. Shower water pressure is great. But the room is tired and worn. Water damage in bathroom near shower and bath. Wall paper dirty and wrinkled in bedroom. 2. Our second room was not ready at check in and the CS agent then told us “check in is between 4-5pm” and to wait for a text. By 5 we did not have a room or text so we went and found the maids had left (we knew our room number as we also had the adjacent room). We returned and the same agent was unhelpful. When we spoke to a manager he said the 4-5pm was not true, but he seemed uninterested the room was late and his CS agent lied. 3. We booked through Virtuoso and had free breakfast. We called on Day 1 and were told it was a 90 minute wait. We learned our lesson for day 2 and placed order the night before so be aware of this 4. We called ahead three times to ensure a crib was available for our baby. After a long day of travel, we knew we would have a narrow window. No crib at arrival and they acted like the request was new. If you’re not willing to accommodate the advance request, just don’t take it. I give some credit that it arrived within 25 minutes after we requested, but that interrupted baby sleep time Location is fine (although note its elevated position in city means everything is downhill). Will stay elsewhere next time in SF.

The hotel is gorgeous and the personnel were all fabulous! However, once in our room, the remote control for the tv (access to hotel services) wasn’t working. Most services require that you call. The room service button on the phone did not connect to room service. We could only use the “Royal Service” button. Anytime we had to call “Royal Service” we had to wait for a very long time-once for 6 minutes- before anyone answered it! They are clearly UNDERSTAFFED! More water stations would be helpful.

My 74 year old god-sister was getting married. For her wedding gift, I purchased the signature corner room with panoramic city views. I ordered food amenities, a bottle of apple cider and chocolate covered strawberries. Unsuccessfully, after being tossed around for weeks, in an attempt to finalize my order and payment. I had to take several hours of my personal time to go in person, which included driving over 60 miles. I was ready to file a major complaint. Shortly, upon my arrival, I met Ashley Garcia, Guest Experience Manager who solved the problem. She moved their room up to a higher floor and did not charge me for the extra food amenities. Also, gifted the newlywed couple with two fairmont signature champagne glasses, and two signature bathrobes. If you need a problem solver and a person who puts the customer first. Ask for Ashley Garcia. I walked away with a fondness towards Fairmont San Francisco. In the future, when looking for a place to stay - they are my first choice.