Not Quite What You Expect From Fairmont.
I was attending a conference at the Fairmont Dallas and since I am an elite member of their frequent guest program I thought why not stay where the conference is being held. Well, I would soon be questioning that decision.
Upon arrival, I found that my room was not ready (despite a request for early check-in and arriving an hour before normal check-in time). I fully understand that early check-in is not guaranteed but I was not that early and other guests were receiving rooms. I also had to wait for a clerk to actually be summoned from the back office to be acknowledged at the check-in desk. Long story short, I found that a room would be available with a suite upgrade (I had planned on using a room upgrade anyway) and just wanted to get to a room to drop my things, freshen-up, and go to my conference.
I received the Abilene Suite on the Fairmont Gold level. I quickly dropped my bags, a headed to my conference. The fun would start when I actually had a change to look at the state of the room upon my return. The room was definitely large being a one bedroom but the carpet was stained, the desk chair was so stained it looked like a science experiment, and various other pieces of furniture were either broken or coming apart. I also had an accessible room, which was fine, except for the fact that the shower would flood the bathroom floor with every use.
To the hotels credit, and really the only reason for the three stars, the hotel service did their best to rectify the situation. I spoke with a front desk manager before going to bed the first evening who assured me that my upgrade certificate would be returned to me. Additionally, the next morning a host of maintenance and housekeeping personnel were on hand to try and fix some of the issues. Furniture was removed or replaced and they were eager to shampoo the carpets (which I asked that they wait until I checked out). I have included a three photos for this review -- two of which capture just a bit of the disrepair the suite was in (and I hope that TripAdvisor publishes).
I also received a phone call from the Fairmont Gold Manager, Mr. Fields, who as the epitome of professionalism and the level of service I have come to expect at Fairmonts. He provided a host of options to help rectify the situation. He was engaging, proactive, and quite frankly the single reason that turned my stay around. I was only staying for a few nights and was engaged in my conference for the majority of the time so the room was really just a place for me to sleep and freshen up. How this room made it into the inventory of available rooms I will never know but I am confident that the issues with the room have been addressed since my departure.
The hotel itself was overall satisfactory. Service in the lobby bar was hit or miss. Room service was disappointing getting my order only partially correct and missing several items. The hotel restaurant (Pyramid) however was a real standout and will be reviewed separately. The Gold Lounge was a most welcome respite for light refreshments and nibbles throughout the day along with a well-stocked honor bar. It was immaculately maintained and Mr. Fields and his colleagues made sure you felt welcome and all you needs were being met.
I believe my conference will be at this location again next year. Will I stay there again? I’m honestly not sure at this point but if I do, it will definitely be in the Fairmont Gold section and definitely not in the same room. I am very loyal to Fairmont so would like to chalk this up to the exception rather than the rule.