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Frequently Asked Questions

Fairmont Hotels & Resorts takes pride in the service we provide, not only at our hotels but also through all interactions with our guests. Consequently, we want to ensure that you have a positive online experience. In response to your feedback we have created an extensive list of Frequently Asked Questions.

Click on the topic that you need assistance with:  

Reservations  Airline Miles  
Rates  Profiles, Passwords & Privacy  
Policies  Disability Services  
Fairmont President's Club  Special Requests  

If you are unable to find the answers you are searching for please call our Global Reservations Office at (888) 499-9899 for 24-hour  reservation assistance. You can also contact us by email if you have question or comments. 

Reservations:
To book a reservation online, click here, or contact one of our reservation specialists 24-hours a day at 1(800) 257-7544 within North America or 1 (506) 863-6310 internationally.  

How do I access my existing reservation online?
Can I view all of my reservations at once or do I have to view each one individually?
Can I change a reservation online?
Can I cancel a reservation online?
Do I need to submit my credit card number through the Internet to book a reservation?
Is my credit card information secure?
What is the hotel's cancellation policy?
Will my credit card be charged if I don't arrive at the hotel as scheduled?
Can I reserve multiple rooms with one reservation?
Do you offer discounts to groups?

How do I access my existing reservation online?
You can access a reservation on Fairmont.com, even if it was not made online. Look for the "Retrieve / Cancel" button under "Already have a reservation?" on the home page. Simply enter your name and confirmation number to retrieve the reservation. If you are registered with Fairmont.com or are a Fairmont President's Club Member you can enter your User Name and Password to retrieve all of your online bookings. To retrieve reservations not made online, you will need to enter your name and confirmation number.

Can I view all of my reservations at once or do I have to view each one individually?
If you are a Fairmont President's Club member, all of your future bookings are listed on the "My Fairmont" page, which can be accessed upon completion of the sign-in process. Simply click on "My Reservations" for a summary. Previously completed stays are also accessible under the "My Stay History" tab.

Can I change a reservation online?
Yes, you can change your reservation online. First retrieve your existing reservation through the "Retrieve / Cancel" button located on the right hand side of the Home Page or Hotel Introduction Page. Once you have accessed your reservation, click on Change, that will open your reservation details. Once your changes have been made, you will then click on Submit. You will also be required to accept the changes. An updated version of your confirmation will be emailed to you. Your confirmation number will remain the same. 

Please Note: The rate that has been confirmed on an existing reservation might change if you amend your stay dates or room type.

Can I cancel a reservation online?
Yes, to cancel the reservation, retrieve your reservation through the "Retrieve / Cancel" button under "Already have a reservation?".  Once you have accessed your reservation, click on Cancel. You will be required to accept the conditions and then will receive a Cancellation Number. Keep the cancellation number on file.

Do I need to submit my credit card number through the Internet to book a reservation?
A credit card is required to confirm a reservation at all Fairmont properties regardless of the method used to book. All online transactions are done through a secure server, which encrypts the credit card information, protecting against disclosure to third parties.

Is my credit card information secure?
Security is of utmost importance to Fairmont Hotels & Resorts. Our site is a VeriSign Secure Site and all transactions are completed on a secure server, which encrypts credit card information, protecting against unauthorized use. Confirmed reservations are maintained in databases that have state-of-the-art firewalls. Fairmont will never disclose credit card or other personal information with other parties.

What is the hotel's cancellation policy?
Cancel policies vary by hotel, by season and by rate offer. The specific policy will be highlighted on all rate offers that are returned when "Checking Availability". The policy will also be listed on the online confirmation page and the confirmation e-mail. 

Please Note: Certain rates offered are non-refundable once booked. Similarly, certain resorts have non-refundable policies in effect during high season as do all hotels during special events periods. Examples include, but are not limited to, Mardi Gras in New Orleans, the Montreal Grand Prix and the Calgary Stampede.

Will my credit card be charged if I don't arrive at the hotel as scheduled?
Yes, reservations are guaranteed to your credit card. Reservations need to be cancelled in advance to avoid being charged. The timeframe for cancellation is outlined in policies specific to the hotel, rate and dates booked.

Can I reserve multiple rooms with one reservation?
Yes, you can reserve up to 4 rooms in one reservation. To request connecting rooms, please provide a note in the Special Requests box when you complete the reservation profile.

Do you offer discounts to groups?
If you require 10 or more rooms, your reservations would be considered to be a group booking. Our sales department will be pleased to provide a rate quote and make all other arrangements for your group. You can contact Global Inside Sales, our complimentary service for group or event planners. They can be reached via e-mail or via our toll-free number at 1(866) 662-6060, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern

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Rates:
What rates can I book on Fairmont.com?
My company has negotiated a special rate with your hotels. Can I book them online?
I'm attending a convention or am part of a group. Can I book these special rates online?
If I change my reservations, will my rate change?
Does Fairmont offer senior citizens discounts?
Does Fairmont offer special rates to members of the American or Canadian Automobile Associations (AAA/CAA)?  

What rates can I book on Fairmont.com?
You can book many of the same rates on our site as you can through our toll-free telephone service with our reservation agents. This includes access to special rates such as our hotel daily rates, Bed & Breakfast packages, specialty packages and membership rates such as AAA/CAA. Proof of eligibility, e.g., a membership or affiliation ID card, is required upon check-in for member rates. Additionally, group, convention and negotiated corporate rates can be booked online by entering the specific Promotion Code assigned to your organization.

My company has negotiated a special rate with your hotels. Can I book them online?
Yes, a special Promotional Code is required and must be entered when checking availability. If you would like to verify if a code has already been established or you would like to request that a code be assigned, please contact our corporate Customer Service team via e-mail. Proof of eligibility is required upon check-in for these rates.

I'm attending a convention or am part of a group. Can I book these special rates online?
Yes, this service is offered to group conveners. A special group code is required and must be entered into the Promotional Code field. Your group co-coordinator must have established this in advance with the hotel. Ask your group co-coordinator for the special code or contact our Group Customer Serviceteam via e-mail.

If I change my reservations, will my rate change?
There is a possibility that it might. Rates are dependent on many factors such as seasonality, day of week, length of stay, room type, number of people in the room, etc.

Does Fairmont offer senior citizens discounts?
Guests' age 55 and older are eligible for the discounted rate. Rooms are subject to availability and rates vary by hotel, room type, season and number of people. For additional details on searching for rates and availability, please click here

Please Note: Appropriate identification must be provided upon check-in.

Does Fairmont offer special rates to members of the American or Canadian Automobile Associations (AAA/CAA)?
Most Fairmont properties extend special rate offers to AAA and CAA members; however, these rates are subject to availability.  For additional details on searching for rates and availability, please click here.

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Policies
Do you have any special programs or policies relating to children?
Is there a charge for cots or cribs?
Are pets permitted in your hotels?
Do you have a minimum age requirement to reserve a hotel room?
Are there a maximum number of occupants permitted in each guestroom?

Do you have any special programs or policies relating to children?  

  • Children 18 and under stay free when sharing a guestroom with an adult. This applies to all room only offers. A surcharge may apply when reserving packages that have other inclusions.
  • Fairmont offers children's menus at all of our properties. Children 5 and under eat for free off that menu and a 50% discount is provided for children between 6 and 12.
  • Babysitting services are available at all Fairmont properties. Several hotels also have supervised children's programs and activities. Please refer to the Guest Services tab on the hotel profile for specific details. 
Is there a charge for cots or cribs?

How many miles will be credited to my account for each stay?
500 miles will be awarded for every qualified stay. 

  • Cribs are available at no additional charge at all Fairmont properties. Cribs can be requested online in Step 3 of the reservation process.
  • Surcharges for cots are outlined on the Rate Summary tab that is returned with every rate quote when checking availability.

Please Note: Cots cannot be accommodated in every room type due to space limitations and/or fire regulations.

Are pets permitted in your hotels?
The pet policy varies by hotel. Please refer to the Guest Services tab on the hotel profile for specific details. Seeing Eye dogs are welcomed at all of our properties.

Do you have a minimum age requirement to reserve a hotel room?
Guests must be 19 years of age or older to reserve a room.

Are there a maximum number of occupants permitted in each guestroom?
The maximum number of occupants varies by room type. When checking availability, please specify the total number of adults and children that will occupy the room. Our booking engine will return appropriate room options based on your chosen parameters. Price quotes will be based on the number of occupants. 

Please Note: Certain packages include surcharges for children that will not be included in the price quote. Please read each package description carefully for those details.

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Fairmont President's Club:
What is the Fairmont President's Club program?
What are the benefits of the program?
Do Fairmont President's Club members receive special rates?
Can I enroll in the program online?
Can I share my profile with my spouse or partner?

What is Fairmont President's Club?
Fairmont President's Club is our complimentary Guest Recognition program. The program allows you to tailor your stay to meet your individual needs and preferences. Fairmont properties access your profile prior to your arrival and ensure that an appropriate room is reserved and personalized for your stay.

What are the benefits of the program?
Member benefits include a dedicated check-in area, complimentary local and toll-free phone calls and a personal profile allowing for a customized. The program also has a Gold and Platinum tier for guests that have met certain stay or revenue thresholds. Click here for a full summary of benefits at the Club Level and Gold and Platinum tiers.

Do Fairmont President's Club members receive special rates?
Exclusive member offers are communicated through our regularly published newsletter, which is available in electronic and print formats. Please refer to Fairmont President's Club for the latest edition. Offers are based on exclusivity and value-added amenities or services rather than rate reductions. Value-adds may include room upgrades, food and beverage vouchers, bonus airline miles or discounts on shops and hotel services.

Can I enroll in the program online?
Yes, if you would like to sign up for Fairmont President's Club, please click here to complete the online registration form. You can also contact the membership Customer Service Team at (800) 663-7575, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Standard Time.

Can I share my profile with my spouse or partner?
The Fairmont President's Club is a Guest Recognition program that has been designed to meet the needs of the individual traveler. Each profile outlines the preferences of the member. Consequently, membership cannot be shared and is non-transferable; however, the program is complimentary and open to everyone. Consequently, each adult resident of the same family or household can enroll.

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Airline Miles:
What frequent flyer programs does Fairmont Hotels & Resorts participate in?
Are all rates eligible for airline Miles?
How many miles will be credited to my frequent flyer account for each stay?
Do your properties offer bonus miles?
How long does it take for miles to appear on my frequent flyer statement?

What frequent flyer programs does Fairmont Hotels & Resorts participate in?
Fairmont Hotels & Resorts are in partnership with Air Canada's Aeroplan program, Alaska Airlines Mileage Plan and American Airlines' AAdvantage program.

Are all rates eligible for airline Miles?
Airline miles will be awarded on all rates with the following exceptions:

  • Internet Specials
  • Government employee rates
  • AAA/CAA discounted rates
  • AARP discounted rates
  • Other discounted offers where noted
  • Group or convention rates, unless otherwise specified on your conference registration material

Please Note: Miles will only be awarded to one membership program. A stay is defined as any continuous date range at a given property regardless of the number of check-ins and checkouts that take place during that period.

Do your properties offer frequent flyer bonus miles?
Double and Triple Mile bonus offers are offered at specific times throughout the year. For a summary of current offers and a list of participating properties please refer to:

How long does it take for miles to appear on my frequent flyer statement?
Fairmont Hotels & Resorts delivers frequent flyer credit summary files to our airline partners on a weekly basis. File upload schedules vary by partner; therefore, stay credits will appear in your frequent flyer two statement periods after your checkout date.

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Profiles, Passwords & Privacy:
Do I have to register in order to make a reservation online?
I am a Fairmont President's Club member, can I retrieve my profile and utilize it for online reservations?
I have forgotten my password. What are my options?
I have forgotten my User Name. What are my options?
How does Fairmont Hotels & Resorts protect my privacy?  

Do I have to register in order to make a reservation online?
Guests who haven't registered on our site can book reservations. Creating an online profile is optional but by doing so you will simplify the reservation process for all future bookings. By filling out your profile, the reservation system will automatically populate the booking template with your personal information significantly reducing the time required to complete a reservation. You can also get added to our e-mail distribution list during the online registration process. The opt-in service delivers e-mail updates about special offers that cater to your unique travel needs.

I am a Fairmont President's Club member, can I retrieve my profile and utilize it for online reservations?
Fairmont President's Club members can activate their profile for online use. To activate your account, go to the Fairmont President's Club section on the global navigation bar at the top of the Fairmont.com home page. Select "Already a Member" from the drop down menu. Enter your name and membership and choose a user name and password. Your profile will be activated once you click Submit.

I have forgotten my password. What are my options?
If you've simply forgotten your password, you can click on the "Forgot Password" prompt that is situated to the right on the log-in area. This service will present two options. If you choose "Password Reminder" we will display your reminder on your screen. If you choose "E-mail Password" we will e-mail your password to the e-mail address we have on file for you.

I forgot my user name. What are my options?
If you have forgotten your user name, contact our Member Services team. Please include your full name, address and phone details in your correspondence. We will forward your user name and password hint to the e-mail address stored on your profile.

How does Fairmont Hotels & Resorts protect my privacy?  

  • Fairmont has a strong commitment to providing excellent service to all of our customers. We are particularly vigilant in the area of customer privacy. Fairmont Hotels & Resorts meet and exceed the requirements of privacy legislation from all known jurisdictions. We understand that visitors to our web site may have questions about the collection and use of customer data. Accordingly, we have prepared a statement to inform you of the privacy principles that govern Fairmont.com
  • Please click here to review our Internet Privacy Statement.
  • Please note that a separate terms and conditions apply to the Fairmont President's Club program.

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Disability Services:
What services do your hotels offer to the physically disabled?

  • All Fairmont properties have a number of rooms that have been designed to meets the needs of the physically disabled. Features may include wider doorways, lowered light switches, strategically positioned electrical outlets, support bars in the bathtubs and showers and adapted chairs for the bathtub.
  • Design elements for the hearing impaired include closed caption televisions, door beacons or door knock light signaler, Porta-View text phone, phone call alert and portable amplifiers.
  • Please contact the hotel for a comprehensive list of services and amenities and to confirm availability. 

Special Requests:
Can I reserve connecting rooms?
Can I pay for my hotel stay prior to my arrival?
Do your hotels offer direct billing?
Can I purchase a hotel stay as a gift for a friend, family member or special occasion?
I would like to learn about employment opportunities with Fairmont Hotels & Resorts.

Can I reserve connecting rooms?
Each hotel has a limited number of connecting rooms. Furthermore, connecting rooms are not available on all room categories. Requests can be submitted during Step 3 of the online reservation process.

Can I pay for my hotel stay prior to my arrival?
Hotel stays can be pre-paid by certified check, International Money Order or credit card. Checks and money orders should be sent to the attention of the hotel's Credit Manager by registered mail or courier. Pre-payment by credit card requires authorization to be sent via fax. The transmission should include a letter that outlines the exact transaction amount being approved as well as a copy of the front and back of the credit card to be charged.

Do your hotels offer direct billing?
Invoicing is only available to companies that have negotiated rates with one or more Fairmont property and have received Credit Approval.

Can I purchase a hotel stay as a gift for a friend, family member or special occasion?
If you would like to pay for an existing reservation on behalf of another party please follow the steps for pre-payment outlined above. If the hotel, dates or offer have not been confirmed we recommend Fairmont's Gift Cards. There are available in Canadian or U.S. funds in denominations of $25 and $100.

I would like to learn about employment opportunities with Fairmont Hotels & Resorts.
Employment opportunities at Fairmont Hotels & Resorts are available online. Click here for a list of positions available at each property and our other business units.

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