Service is somewhat not up to my standards with luxury hotels. The check in was possibly the worst one I ever had at a hotel. I booked the stay under my name, but because of I was golfing on the day of arrival, I told my girlfriend to check in for us first. She had all the booking information and my credit card that I used to book the stay, she still got denied from the front desk. The staff actually told her to just wait for me to come at the lobby despite the fact that she knew I was at least 3 hours away. Very bad experience, I had to make multiple calls during my game to finally have my girlfriend to check in for us,
Gold Floor exceeds expectations
Oct 18, 2021
As always, the Gold Floor is worth it! Was upgraded to a larger room and enjoyed the lounge. Doug and his team are gracious and generous... feels like home only I don't have to make my own bed.
Oct 18, 2021
It was short and sweet. We did experience a bit of disappointment in the restaurant. We all ordered deserts, which really weren't that great. My daughter couldn't even eat hers, and she mentioned it to the waiter. She was expecting it to be taken off the bill, but it wasn't. That is our only comment. I love Winston. Nice that you have 4 pawed greeters.
I also hate that I cannot book my room with the hotel itself. I despise waiting on hold and then getting someone who has no clue where the hotel is that I'm booking. Hire Canadians please. We pay enough for you to pay them a decent wage.
Historic gem in Victoria.
Oct 18, 2021
Like other western Fairmont hotels, the Empress is filled with history and the setting is beautiful. The staff are top notch and made our stay enjoyable. However, since the Fairmont chain has been taken over, a decline in services offered is disappointing. I feel that I was nickelled and dimed for something that is a basic service in most hotels. The loyalty card internet was dismal and I ended up having to purchase business internet to complete a few work tasks that couldn’t be completed with out it. It is worth a short stay for the experience and for the people, but do question the cost. A bucket list fulfilled.
Oct 15, 2021
1. The Fairmont Gold lounge did not have adequate COVID protocol. It is a place for eating and drinking and given that breakfast is a buffet, 99% of the guests were walking around with no mask. No one checked at the entrance for BC vaccination card or any form of proof of vaccination. It is really quite alarming and I wondered whether anyone reported this to Fraser Health. The strange thing is that at the bar downstairs, they checked our BC Vaccine card and ID and everyone wore masks. So, what makes the Gold Lounge different?
2. For a hotel like the Fairmont Empress, I was appalled when I had to dry my hair. The hair dryer looked like it was a $10 dryer - old, grungy, deafeningly loud and weak. I am not expecting a Dyson hair dryer but surely it can't cost that much to have a good hair dryer when the room rate is over $600 a night! I wished I had brought my own hair dryer!
3. My husband ordered a hamburger at the bar and clearly specified NO MAYO, NO ONION, NO PICKLE. After patiently waiting for almost an hour, the burger arrived....wait for it....WITH MAYO! and it was luke warm, clearly it had been sitting in the kitchen waiting for someone to bring it to the table. The waiter apologised and had another one made and finally it arrived and it was fine.
4. As I used the Gold Lounge more than any other restaurant in the hotel, my comments relate mainly to that lounge. The lady at the entrance failed to thank guests as they left the lounge after breakfast.
I noticed this because it was so blatantly lacking in attentiveness. The point of telling you this is that this level of service and lack of attentiveness is really not acceptable in a hotel such as Fairmont Empress or any Fairmont hotel for that matter. We have stayed in Fairmont Vancouver, Fairmont Lake Louise, Fairmont Banff, Fairmont in Jasper, Fairmont Whistler - service has always been exceptional, particularly at Lake Louise. It is very disappointing to see that someone has dropped the ball at Fairmont Empress. We are unlikely to return to Fairmont Empress even though we go to Vancouver Island 3 times a year.