Rude gold floor staff Member
Dear Ms. Dumas,
I was a guest in your hotel last night (May 3-4), staying on the Fairmont Gold floor. We were staying because my wife and I were having a little date night!
We’ve stayed at Fairmont’s around the country, and have learned to splurge on the Gold floor. It’s always well worth the extra spend to get such high quality service. We’ve spent so much at Fairmont’s that we became gold members with Accor. I’ve never had status, so this was exciting. Usually people say something like “thanks for staying with us so often” and it’s a little thrill. Unfortunately, we experienced the opposite of this thrill, with one of your gold floor employees, Robert.
After Robert’s brusque introduction “Here are your keys, checkout is at noon.” I inquired with Robert about getting a late checkout tomorrow. I understand this can’t always be done. Robert rudely and abruptly told me “It’s not guaranteed.” Followed by “We’re totally sold out.”
I didn’t know what to respond and was left a little dumbfounded. I think I stammered something like “okay, sorry to bother you.”
Later, after regaining my composure, I reproached the desk and asked Robert’s colleague if there was an event this weekend, and if that was why they were sold out. Lee, who I will add is very pleasant and helpful, informed me there was nothing of the sort and that you are not sold out. He then asked if I wanted late checkout for 2pm, which I gladly accepted.
After checking out today, we received an incorrect invoice. We were billed for a bottle of red wine in the room. I tried to call to rectify this situation. Nobody at the front desk, gold floor, or accounting department could take my call. I had to drive back to the hotel to get this taken care of.
Once I got back to the hotel, to my dismay, I had to work with Robert again to sort out this situation. This seems like a simple misunderstanding, that could have been taken care of quickly with an apology. Instead, I was greeted abruptly, and asked “what are you disputing?”
This should have been an easy to fix error. Robert turned it into a fight.
Our stay here was made routinely uncomfortable by our interactions with Robert. He was curt, unwelcoming, and argumentative.
I’m writing to you not only because this experience has been upsetting, but also because it is so outside of what we have come to expect from staying at a Fairmont hotel. Instead of leaving relaxed, we left feeling very stressed, as if we’d done something wrong. We feel like we’ve wasted nearly $400.
I’m not used to sending emails like this, but interacting with Robert was an unusually bad and stressful experience. I hope you will take our complaint seriously, and will respond to my email. I’ve chosen to write to you directly instead of leaving a review because this experience is so out of character with Fairmont’s brand.