Nice property, but stay ruined with problem with AC and hot water
I am writing to raise some concerns and disappointment re: my recent stay at your property. I stayed for 3 nights between April 16 – April 19, checking into room 1014. On my bill, it shows Conf. No. 59… 53, Receipt No. 37086
Here’s the sequence of events:
- Upon checking into the room on the morning of the 16th, the temperature was very cold (the AC was constantly on). Adjusting the thermostat had no effect, and so when I returned from my day that evening, the room was frigid.
- I called down to the maintenance and front desk on the evening of April 17. I was told they would have engineering come to look at the issue, but nobody ever came.
- In the morning of the April 18, I stopped at the front desk on my way out and VERY explicitly told them to address the issue while I was out. When I returned to my room around 6pm that evening, the room was still frigid and the fan/AC were on
- I called down to the desk again right away and they told me they would send somebody up
- FINALLY, late in the evening on April 18, a maintenance person stopped by the room, spent 3 minutes looking at the situation and said the outside compressor unit was malfunctioning, and they would be unable to fix it all that evening
- And to top off the entire experience, waking up on the morning of April 19, there was no hot water
Upon checking out, I told the front desk, and they were unable to offer any recourse other than this email address.
I cannot tell you how disappointed I am. I’ve stayed at Fairmont properties before and have come to expect excellent service. 3 straight days of an ice cold room was NOT an enjoyable experience. On top of that, my company was hosting an event at your hotel, so I know we had made a significant financial investment with Fairmont.
I am hoping your team can do something about this to help offset this miserable experience.
I have asked the front desk via email and they have offered a complimentary room upgrade at my next stay. However, I do not have immediate plans to travel back to the UK. I asked for a similar upgrade at the Sofitel Munich Bayerpost (an Accor property), but was denied.
Hopefully you can help me address this.