TripAdvisor Traveler Rating

We stayed at the Fairmont Waterfront for two nights in a standard room as part of our Rocky Mountaineer train booking. The previous two nights we had stayed in Gold rooms as a pre–Rocky Mountaineer stay, so it was interesting to be able to compare the two experiences. Surprisingly, we actually preferred our standard room, as it had a stunning view over the water — considerably better than the view from our Gold room. In addition, one of our Gold rooms (on the 9th floor) was very noisy one night, which made it difficult to sleep. Unfortunately, there appeared to be a mix-up with our booking (which we believe was the hotel’s error). On the first night we were placed in a king standard room, despite requiring two double beds. A rollaway bed was provided that night, but it was very lumpy and uncomfortable. The staff were, however, able to move us to a double-bedded room for the second night. The lobby area often becomes very crowded, with limited seating. When guests are waiting for taxis, it can be difficult to find a place to sit. This is where Gold guests clearly benefit from having access to the Gold Lounge. Overall, while we did enjoy our stay, there were enough small issues that we would consider staying elsewhere on a future visit to Vancouver.

I would like to register my dissatisfaction with how an important matter was handled during my stay at the Fairmont. This was a family trip planned to celebrate a very special occasion: my daughter’s birthday, as she is currently studying in Vancouver. We traveled from Brazil for this occasion, and another son came from Los Angeles so we could celebrate together. It was therefore a meaningful moment that was unfortunately impacted by this experience. When we approached the front desk to clarify a charge, they were unable to clearly indicate where this requirement had been previously documented. I would like to emphasize that at no point were we informed in advance of this policy. Specifically, this refers to a nightly security deposit intended to cover potential damages or incidental consumption. I believe that such a charge should be communicated clearly and in advance, ideally at the time of booking rather than only at check-in, so that guests can make fully informed decisions. I also informed the team that I was willing to pay immediately for any incidental charges, demonstrating full willingness to settle any expenses without the need for holds or recurring charges on the credit card. Additionally, the attendant Susie Yao was rude and handled the situation in an unprofessional manner, which contributed to an unsatisfactory service experience. From my previous stays at high-end hotels, this type of policy is always communicated transparently at the time of reservation, along with a level of service consistent with the standards expected from a luxury hotel brand. Given this, I hope the Fairmont brand will review both its communication of policies and its customer service approach, particularly in situations involving guest inquiries and issue resolution. The experience did not meet the expected level of excellence, and the treatment received significantly affected what should have been a special family occasion.

Our suite exceeded expectations, very spacious and cozy with astonishing views of the harbour. They really did everything to satisfy our every request and make us feel very special.

A big kudos to Fairmont Gold Team , especial Metion Jasmin, Camila, Elle, Ahmad and Yoenkab, these people are amazing and made our stay and Anniversary a day to remember. Also at the ARC, our servers Katie and James are worth mentioning for their excellent service.

I have been using this hotel for many years and have enjoyed my time here. With this visit though, I was able to see the aging of the room, it looks worn. While it was clean and well organized, I could see that the table tops are chipped, the rug is faded, the wall paper coming off in places, and the bathtub looks well used and really needs to be replaced with a walk in shower configuration, because, who really uses shallow bathtubs in hotels anymore. Not a luxury hotel anymore although I am still fond of it for the views and great customer service.