The customer service is the best ever! Everyone treats you like you’re the only guests there. Very beautiful grounds and the room is fantastic???????? Couldn’t have asked for a better stay and we will definitely be coming back to celebrate more special occasions!
Beautiful Property, Lack of Service
Feb 11, 2024
We booked our trip through Costco Travel. We had many options of rooms which we chose the Sunset Signature Room. Very misleading. We had the sunset but we looked out to a parking lot with porta potties. We did have the option to upgrade for $50/night but felt like we had already paid enough for the hotel with no extra amenities. The nice thing about booking with Costco Travel was the resort fee was included. After reading what the resort fee included, I am glad we didn't have to pay that in addition to the room. Offering local & long distance phone calls is obsolete. Everyone carries a cell phone so this is not a benefit. Was disappointed by the ability to have someone drive us to our room which was on the far end of the property. My husband & I don't mind walking but when we returned back to the resort on Tuesday night in the rain and there were two carts with drivers and neither of them greeted us or asked us if we needed a ride, I was very disappointed. The other thing that was disappointing was the lack of room service. I realize we had the option to have you service the room everyday if we asked, but why should we have to ask when we are paying $600+/night. Ever since Covid, hotels have stopped doing daily cleanings. I understood it back in 2020-2021 but not in 2024. This is a cost cutting measure and unacceptable for a resort of this caliber. I feel like we got caught up with all of the preparation of the Waste Management Phoenix Open. Employees were focused on getting things set up and not focused on customer service. On a positive note, we had dinner at La Hacienda on Sunday evening and we had the best food and service. Our server could not have been any better. Great food and drink recommendations along with good service. This is a beautiful property with a lot of potential but if you want to be a high end resort you need to treat your customers with exceptional service.
A touch of holiday magic
Feb 06, 2024
Recently stayed at the Fairmont Princess for a birthday/ Christmas celebration and had a fantastic experience.
From check in to check out everything went flawless. All the interactions with staff from our driver to desk staff was met with courteous professionalism.
The room was spotless, and the furnishings were nicely appointed. It is apparent that
attention to detail is paramount in hotel management as evidenced during our stay.
We wanted to relax a bit after enjoying the holiday displays around the hotel grounds and ordered room service. It arrived in a timely manner and the server did a great job setting out our dinner. The meal was well prepared and served at the proper temperature. A wonderful way to end the evening.
We will be visiting The Fairmont Princess again in the near future since its one of our new favorites.
Feb 04, 2024
Attended conference. Food and service in general was very good, but overall experience fell short.
As management should have been aware, ours was a group of 900 ultra successful attendees (i..e, your target customers?). The final day of the conference ended at noon with interviews of Presidents Bush and Clinton. A request for a check out past 11:00 to allow attendees to collect their belongings after this concluding session was apparently universally denied by hotel staff. Of course many attendees did not ask - they just checked out after program. I prevailed in gaining a 12:30 checkout only by elevating my request to a manager and pointing out the other "rough edges" that I had experience (listed below). I am in the hotel and restaurant business and while I appreciate the challenge of a large group check out with other groups coming in, I believe under the circumstances that Fairmont should have
"understood" the situation and found a way (i.e., staff adjustment) to accommodate their customers checking out after noon. Because I am in the business, I am taking the time to explain where in my judgement Fairmont failed to deliver 5 star experience.
Wonderful and great staff and the property was amazing.
Jan 31, 2024
Everything about this place is 5 star from the minute we got there until we left. Friendly staff very clean and the rooms were the best I have ever had. The amenities can only be describe as "All you would ever need. The grounds were very clean and the staff was very helpful and courteous I will be back.