The Fairmont in Whistler is like many of their other establishments; dated and in desperate need of renovation. My friend and I stayed for the May long weekend this past weekend arriving on the Saturday. The first room we were given was as far from the elevator as possible (down hideous hallways that reminded me of thrown up strawberry shortcake) and was already occupied by a woman and her dog and walking in on her in the bathroom was most embarrassing.
Our second room was on the same floor next door to the other (despite us asking for one closer to the elevator) and was dated, old and for a disabled person. This meant we had no bath, no real control of our heat (there was an "aircon" button halfway up the wall which did nothing in this stiffling room) and generally was very odd. If someone was in a wheelchair I would have no clue how they could get into the regular height beds, see themselves in the mirror by the desk (I sat at the desk and could see the top of my head) or reach the regular sized sink. Apparently this is one of two disabled rooms in the hotel and so I guess people with disabilities are not meant to stay here.
There was no fridge in the room but a cooler and when we called for a fridge the man oddly delivered it and put it in the bathroom. I realized later this was because there were no spare plug sockets at all in the room. To dry our hair we had to constantly unplug something.
Anyway - we saw the humour in all of this and started to get ready. Our iron leaked water all over my friends silk shirt, a second iron was delivered to the room which did not work at all and finally a third was brought as we were drying my friends shirt with a hairdryer.
The next morning we woke up looking forward to our smoked salmon breakfast and champagne I had brought for my friend to discover the fridge did not work and our salmon, cheese and the open bottle of wine from the previous night was literally boiling.
We went down to the front desk, reported all the issues and were asked by the manager of customer relations how much this was worth. How very embarrassing. I have never had someone put me in such an awkward position. I blurted out some figure (which as we later realised when we tried to drink our oxidised wine was incredibly low), my friend told him how much dry cleaning for her top was going to cost and he added a little and that was that. A terrible way of asking people how they would like this resolved.
We go out for the afternoon, return at 3.50pm and there is a message on our phone saying to ring reception as we have a new room. I should note that our room had not been cleaned. My friend and I were exhausted after a day of walking around and so we decided that if they were going to simply offer us another room and not a disabled one napping might be more important. The room they were offering us was the same and so packing up was not an option. When I asked if someone could come and clean the room at 7.30pm (our dinner reservation time) I was told it was too late. When I pointed out that it was nearly 4pm and we had a dirty room which is hardly acceptable I was told that the rooms are cleaned up to 4.30pm (the cleaning ladies were about 20 rooms away and so they would need to work fast...). The hotel knew they would be busy this weekend and so my being told this is the reason why our rooms were a mess when we had left that morning is unacceptable. Hiring extra staff would have been appropriate.
We went for dinner, came back, checked out the next day and will not be returning. Shame on the Fairmonts for making people feel second rate. I am not saying everyone was not nice - but for a supposed Four Star hotel this was attrocious.
rooms near elevators or in a different hotel.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
23 May 2012
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It was very disappointing to read about your recent experience with us at The Fairmont Chateau Whistler. Clearly the efforts that we made to address your concerns while you were here did not compensate for the inconvenience you were caused. Please accept our apology for a less than satisfactory stay. We would genuinely welcome the opportunity to discuss your stay in further detail. Please contact the Front Office Management team at email@example.com.
We hope to have the opportunity to restore your faith in our hotel.
The Fairmont Chateau Whistler
This response is the subjective opinion of the management representative and not of TripAdvisor LLC