As a platinum member, I have stayed at this particular Fairmont multiple times over the past 4 years and this was by far my most disappointing experience.
My husband and I were celebrating my birthday, and I let the hotel know that we were celebrating a special occassion when I booked the room. I was contacted thru Whatsapp to confirm my reservation where I also communicated that this trip was because of my birthday. I was asked not only once, but twice, to pay an extra fee to upgrade my room. One of the perks and benefits of being a platinum member is the complimentary room upgrade which has always been acknowledged at every single hotel chain that I have stayed within Accor. If I am being offered a paid upgrade, the hotel is not at full occupancy. Mind you that my stay was in November which is not a peak tourist season, especially in Istanbul.
We arrived at the hotel, where during the check in process I asked if there were any upgrades available. I was once again offered a paid upgrade. The gentleman checking us in acknowledged my platinum status but said that only paid upgrades are available. He then proceeded to ask if our stay was for business or pleasure, and I responded by letting him know that this was my birthday trip. He replied by saying that he will send a cake to my room tomorrow. I let him know that I have let the hotel know well in advance and normally there is something already waiting.
After not receiving an upgrade, I was further disrespected by being given a room on the 6th floor. Mind you my preferences are always updated on my profile, and none of them were recognized.
I stayed at this Fairmont for 10 disappointing days and I never receieved my welcome amenity, nor was there any acknowledgment of my birthday. There was not even a basic handwritten note from the manager, which is provided on the most basic of occassions. When I turned my tv on, instead of being greeted with my name, I was greeted with a welcome Mr. Constance Anderson.
Cleaning was supbar, the room was not even vacumed on a daily basis. Complimentary water was not provided on two different days. Any luxury hotel chain that I have stayed at makes an effort to understand and anticipate the guests needs. This Fairmont failed to do so this year. Every single year, my husband buys me flowers for my birthday, and the hotel staff immediately brings not only a vase to place the flowers in, but also goes an extra step, by placing rose petals in the bathtub or on the bed. That was the experience that I had the past several years at this Fairmont which led me to believe that this year would be same. Unfortunately, I was wrong. My husband bought flowers, but no one brought a vase, and the flowers sat there for 4 days. Absolutely no attention to detail. Last year, on the day of my birthday, hotel staff knocked and provided me with a gift. This year, I received absolutely nothing. Not even a note. Mind you that I am not concerned about receiving a present, I merely appreciated the fact that I was treated as a valued customer. This time we were treated as if we should appreciate that the hotel gave us the honor of allowing us to spend our own money to stay at this particular establishment.
On multiple days when my do not disturb sign was on, I would receive a phone call. When I picked up the phone, the gentleman very clearly stated that he knew that my do not disturb sign was on, but if I wanted my room to be cleaned. A 5 star hotel does not act this way. On a single occassion, my do not disturb sign was on, and when we came back, we found someone cleaning our room. Once again, this is not behavior expected in a 5 star hotel.
As I stated earlier, I have stayed at this hotel at least 10 times, and my how it has fallen. I believe there has been a change in managment, which has been for the worse.
This Fairmont is no longer a 5 star hotel. There is absolutely no recognition for Accor status, or valued customers.