This is a Fairmont??? Not!!!
As a preface, we have stayed in Fairmont hotels in Vancouver, Toronto, Ottawa, Pittsburgh and have never, never had this type of experience. My husband and I stayed in this hotel early August. It was the most horrible of stays. Upon checkin, we upgraded to the gold floor room. Let me preface my complaint with the recognition of the friendliness of the staff. But, sadly, there is a disconnect at this hotel that interferes with the delivery of service to its guests. When we arrived, we discovered a 2 inch length of black mold/mildew in the shower. We called down - but no one responded. Went to front desk and the desk agent called someone right away. No one fixed the problem. A total of 3 times over a period of one day, we made contact about this specific problem - AND NO ONE CAME. We only received help with the mold issue when Ana came for turn down service. We showed her and she IMMEDIATELY corrected the issue. Then, later, when we took a shower, water poured out onto the bathroom floor from under the shower door. I immediately soaked the water up with towels. When my husband took a shower, he pointed the shower head toward the wall, but the water rolled through onto the floor although not as much. There is something wrong with the shower install. The next morning we requested a room change but they could not accommodate a change on the gold floor, instead offering to move us to a suite. They asked us to have our bags packed (which we did ) and that they would move the bags into the new room. When we called later in the day around 3 -4 pm (we had gone out), we were told that they forgot to move our bags. At which point my husband instructed them to bring our bags down to the lobby and that we would be checking out of the hotel. The staff, in their friendliness, were outstanding. However, if a need involved getting someone, other that the individual with whom you are speaking, to help - - forget it! The hotel offered (and we accepted) a credit for the room for that night. My husband has been a frequent business traveler for 25 years and has NEVER accepted such a credit. He is a President's Club member and was considering this location for a long term assignment he has in Dallas. Instead, we left the Fairmont and went to the Marriott (where he is a Platinum member)and which has earned his business by providing very clean rooms in complete working order along with efficient, friendly customer service.