This is now a Fairmont Hotel. I recently stayed at this hotel during my vacation for three nights. Aesthetically and location wise, this appears to be a five star hotel. When you walk in you get that wow factor and the views from the pool are breathtaking.
However, their customer service on ALL levels severely lacks the standards presented at five star establishment. Upon arrival our room was not ready, no biggie, we were early.
We then went to the restaurant near the pool to get something to eat while we waited. Needless to say, we sat there for over 30mins before even being acknowledged. Once we received attention from a server, there was an extreme disconnect in service delivery (i.e. getting water and refills, checking in to see how things were going). I would love to say that this was just a one time experience during our stay, but it was definitely a trend.
Once we were notified that our room was ready, we were taken to a room that overwhelmingly wreaked the smell of mildew and mold, to the point my allergies and my friend's allergies began to flare up. Upon calling the front desk, we were sent to three different rooms with the same layout we paid for (a family suite), one of the rooms had someone in it, and the other two wreaked of mildew & mold. It was quickly identified that the rooms ending in 25 clearly have a mold/mildew problem.
The resolution from management was to move us to a much smaller room, with a partial view for no charge. There was no service recovery or concessions provided to us for having to stay in a much smaller room, being sent to multiple rooms and our accommodations not being met. Instead we were told that the room we were in had a view and was essentially the same price as the family room. Although, we paid for and preferred the space over the view.
The customer service is not in alignment with a five star hotel. If you want an awesome view with a disconnect in customer service this is your place. read more