Welcome to
Claremont Club & Spa, A Fairmont Hotel

Norman H.

Reviewed 2023-01-23

Overall great experience

Nice room, clean, good amenities, great view. Large gym. Meeting facility is good and food is unexpectedly well.

Mark C.

Reviewed 2023-01-23

well located and appreciate the old world touches

Business meeting over two days

Unknown

Reviewed 2023-01-23

It was very satisfying. I liked Provisions, the room and the lobby. The concierge was helpful to me.

Joe

Reviewed 2023-01-20

Good Stay

Prarthana R.

Reviewed 2023-01-18

Poor guest service

We booked 2 rooms at Claremont on 12/29. It was a last minute booking as our flight got cancelled and we needed a place to stay close to Oakland. Upon arriving at the lobby to check-in around 9pm, we were greeted by an employee of yours (Varun) whose behavior we found very rude and judgmental. I don't know if it was the color of our skin (although he was brown as well), but I was asked - what brings me to Claremont in a very judgmental tone (trust me, I know that tone far too well. It’s like he felt we didn’t belong there). We chose to ignore his comment as we were tired and just wanted to check in to our rooms. When I was charged for the rooms, I had a few clarification questions about the charges and taxes because it was higher than what the booking agent had told me on the phone. I was again met with indifference making me feel like I was asking useless questions. Now the icing on the cake is when we entered our rooms. We had booked two "bay view" rooms and when we entered our rooms we felt like those weren't bay view rooms. Upon calling the front desk and checking with another employee, I was told that the rooms we were given were standard rooms and not your deluxe bay view rooms, even though I had specifically booked bay view rooms and was even charged for bay view rooms! This was utterly shocking for a hotel of this stature to treat guests like this. I don't understand what the front desk employee was thinking, that we wouldn't notice and take the rooms provided to us? Or, we could be treated as pushovers even though we had paid for a superior room? This was extremely frustrating and we felt mistreated. This is all happening when we were all extremely tired and wanted to just check in to your "well appointed" hotel and relax. The only thing/person that made our horrid night slightly better was Martina (the other front desk employee who had confirmed that our rooms were not bay view rooms) who helped rectify this issue. She was very very pleasant and also gave us an upgrade for one of our rooms. Thank you, Martina. Although we appreciated the gesture at the moment, the overall experience was quite bad and I have been left thinking why an employee of yours would treat guests this way in the first place? We felt discriminated because we were brown skinned. We also had dinner at your restaurant - Limewood. We ordered a table full of food worth about $300. Even here, we were met with indifference by one of your waiters. It's like we were invisible to your staff. No one seemed to care we were guests at your hotel. We were really hungry and decided to ignore this behavior and just enjoy our food but the fried chicken we ordered was undercooked (it was bloody!). Upon letting the waiter know, he made a weird face and took it away (did not apologize) and brought us another serving - which was again undercooked and bloody! The pork we ordered was also undercooked and pink. Undercooked meat is a serious health concern and your staff did not seem to care enough. The manager didn't help much either. Even though we were not charged for the chicken, we were still charged for the pork which was about $40. We never got a proper apology, they just brushed everything away. Service was terrible and we were left with a very distasteful experience. All in all, we were excited to stay at Claremont but we ended up having a very unpleasant experience and I will not be staying at your hotel ever again or recommend anyone else does. I know racism is a serious claim to make, but unfortunately that’s what we went through at your hotel and restaurant. It's 2023, and I'm appalled that a Fairmont Hotel still can't seem to get with the times and treat all guests the same irrespective of the color of their skin.

Unknown

Reviewed 2023-01-17

We thoroughly enjoyed our weekend stay!

The room was great, the amenities and restaurants on site were good and the staff were good. Enjoyed the historic building with old pictures everywhere.

Jeremy

Reviewed 2023-01-16

No room service 3 days a week

There were very limited dining options 3 days a week, and guests were not told this prior to booking or at check in. Bathroom was not clean.

Unknown

Reviewed 2023-01-16

Good visit

Good visit. Enjoyed club. Restaurant too expensive for breakfast with kids

Unknown

Reviewed 2023-01-15

Booked a larger room with a view. It didn’t have a tub and was small, not consistent with Fairmont properties in my opinion. Manager moved me to a smaller room with a tub, but still charged me for the larger room I originally booked. She removed the resort fee, but I still paid more for a smaller room. Unfortunately I then had a horrible night’s sleep as the bed was extremely uncomfortable. You could tell it was old. It completely sunk down to the box springs when I sat down. My back hurt for a full day afterwards. The staff were very nice, including engineering that was called to fix one of the faucets on the bathroom that didn’t work! Again, this is not up to Fairmont standards and unfortunately I don’t think I’ll be back.

Unknown

Reviewed 2023-01-13

Nice stay