Terrible Checkin Experience
I used to love Fairmont Ajman and had visited 3 times before my recent visit I had also stayed in Fujairah and Palm as well.
Booked the Fairmont king sea view room with the Balcony, on the Accor app, however, when I reached there the receptionist said our room had a terrace and no Balcony. We had insisted that we had booked the room due to the balcony, however, she mentioned that they are in the same category and insisted that we take it.
She also offered another room with a Balcony, however, it was with a disabled toilet, something which we didn't prefer.
I had asked to speak with the manager, however, Julia was extremely cold. She kept repeating this room was in the same category and that we ought to take it as the same category was fully booked. Even though she confirmed that other guests hadn't checked in for the same category, I could not get one of their rooms. We needed the private balcony.
I informed her that this wrong advertising and that I had booked directly on the accor app and not through 3rd party like booking.com . The content in your app should be accurate. We had asked her to upgrade the room but she wanted to charge us for it. She would also deny any vouchers as compensation for not getting the room that we booked.
Julia was extremely cold during the whole engagement and I informed her that I knew my rights and this was deceitful advertising, and she left soon after. We asked them to give it in writing that the rooms were in the same category, which was met with awkward silence.
Within 3 mins of the above conversation, and while waiting in lobby for the rooms to be ready, the receptionist came back to me stating that there was a "cancellation" and the new room with Balcony was allotted.
Take away: Not all options were considered by the manager. Surely, there was no magical cancellation. We were just allotted someone else's room, that hadn't been checked-in yet.
Julia, the manager, seemed inexperienced. She also seemed much more happier serving Russian speaking guests than us. She seemed much friendlier to the Russian guests in the counter next to us. She was extremely cold to us and seemed disinterested.
The receptionist tried doing her best. She was friendly and Hard-working.
Dexter from the towel section near the pool was extremely polite and friendly. remembered our names, which felt good.
We were expecting to come a lot to the Fairmont Ajman this year, as my wife is pregnant and can't travel. We will opt for intercontinental Fujairah.