I’m totally dumbfounded by the level of service that Fairmont has to offer. My colleagues and I booked our rooms in advance and even secured the booking with credit card payment weeks ahead of our business trips together with the transfer service.

It all started with us arriving at the airport today. There were 6 of us and we chartered a mini van from the hotel. Due to the restriction (as claimed by the hotel) the mini van couldn’t pick us up from the arrival gate and we had to walk all the way to an open area near the car park abt 1km with our luggage’s. That’s fine we understand. The mini van is not well maintained and seemed abit dated with loosen screw from the overhead panel of the front passenger seat and spoiled usb port. The seats cleanliness are merely passable.

When we arrived at the hotel we waited for more than 20 mins to make payment and check in when there weren’t even a queue. The speed of clothe concierge staff was unacceptably slow. Best part is we did a group bookings for 4 rooms but upon arrivals only 2 rooms are available for chekc in. (Note: apart from us, our companies also did a group booking for more than 10 rooms for the senior management for the same dates).

Thats fine, we had meetings to attend and thought we could come back to pick up our room card in the evening. All our requests were stated when we made the booking directly with the hotel.

After a few hours we came back around 5.30pm and worse part is our rooms are still not ready. We ended up waited for another half an hour for the concierge staff to find available room. i seriously do not know why it could take so long for them to check us in when we have already paid for the deposits and done all the check in procedures in the afternoon. It is obvious that no one took note of our requests and relinquished the rooms to other guests.

What makes the experience worst is the speed of the check in which is beyond “amazing”. My colleague was queuing in the line and when it was her turn the concierge staff just decided to closed the counter and directed her to the next counter which makes the waiting time even longer. End to end it took us an unbearable 45 mins just to complete our check in.

I didn’t expect this coming from an established 5 stars hotel like Fairmont. This is b totally unacceptable for the price that we have paid. This is a horrible customer experience even before we start staying. I definitely do not want to come back again if this is not being improved.