After cycling for the day and arriving at the Hotel at 2:00pm, we waited 4.5hrs for our room and it still wasn't ready. Meanwhile other guests arrived had no problems checking in. I went up to the desk at 6:30pm, and was told our room still wasn't ready. After talking to Management, I was given a room.I also misplaced a small sleep aid device and made a report but unfortunately it wasn't located. All I can suggest is you need to do better!
A Fairmont Château disappointment
Sep 18, 2023
My husband and I were part of a tour group and greeted so enthusiastically upon arrival. The service was wonderful and we especially enjoyed their breakfast buffet with crepes and freshly squeezed orange juice. We found the spacious grounds and lake setting to be beautiful, but the rustic lodging experience was very disappointing. The plaid sofas and chairs in the central lobby and fireplace were faded, worn, torn, and some with the stuffing coming out. This is not typical for a Fairmont or a discerning guest! The rooms were clean, but a total modernization of the resort decor and furnishings is needed. Keep the country charm, but update!!! Sorry to say, but we would not return for that reason alone.
Sep 18, 2023
Beautiful hotel and scenary but the room needs some renovation. Ok overall. The staff is sympatethic and the breakfast was good. The diner was nothing special. Eating outside was very pleasing but the barbecue was not great.
These grand old lodge deserve better
(New York City, New York)
Sep 11, 2023
The Chateau Montebello is a heart-stopping log cabin structure, with a lobby that is simultaneously impressive in its rustic glory, and cozy in its furnishings. The grounds are beautiful and expansive, and nestled in natural splendor. But I couldn't help but feel that this once lush, lavish property has fallen into slip-shod management that isn't interested in guaranteeing a quality of service to guests that both the physical surroundings and the posh "Fairmont" name promise. We arrived for the 4pm check-out time, but we were told our room wasn't ready. I asked the desk attendant to confer with housekeeping about the possible length of the delay, and she simply said, "There is nothing I can do." We finally got access to our room two hours later, but were already late for our evening engagement. No apologies were granted, nor were any adjustments made to our bill. When we dined later that night at the restaurant, we had to wait over an hour between the time our appetizers were served and our entrees were delivered. In most establishments, the management would seek to allay th inevitable irritation by offering, say, a complimentary glass of wine or an colors, and at Chateau Montebello no one made any real effort to address extra dessert. Nothing; our waiter just shrugged his shoulders as if it were all beyond his control. Every great hotel hits unexpected snags; that's to be forgiven. But it's how the staff handle these mishaps that shows their true the inconveniences they forced us to weather. To be clear, many of the younger staff - the occasional desk clerk, the room service staff, and others - were congenial and gracious. Some were even obviously embarrassed, not to mention exhausted from dealing with too many dissatisfied guests. (We overhead a litany of complaints every time we passed the check-in desk.) . So I expect the problem lies with upper management. This stunningly beautiful property is showing its age to be sure, but it still boasts ample Canadian charm and the potential to be a first-rate vacation experience. She - and we - deserve better.
Not what I expected
Sep 09, 2023
Disappointed in the overall quality of this hotel . In particular the food in the restaurant was nothing out of the ordinary and disappointing. The outdoor bbq is now closed during the week which was a disappointment as well as the outdoor pool being closed when it is hot and sunny out.
No complimentary coffee provided in the morning and they don’t even allow you to buy a takeout coffee from the restaurant,
What kind of customer service is that? I guess they don’t care.
Overall our room as well as the common areas of the hotel were clean, but the elevator floors do need a good cleaning.
The registration staff were wonderful.
Just not a hotel that I would ever go back to.