FAIRMONT SAN FRANCISCO

What a disaster. We travel often and always book luxury hotels. This place is overrated and overpriced - surviving on an old and out dated reputation. We checked in to a very dirty, loud and outdated guest room: filthy carpet, dusty windows and surfaces, and you could hear everything through the paper-thin walls. The elevators were broken, the line to check in was a 25 minute wait with one front desk agent servicing everyone. Our experience only got worse. We ordered room service and figured a “luxury hotel” like the Fairmont would have decent quality food in house - it couldn’t have been worse. I am not exaggerating by saying DiGiorno frozen pizza would have been significantly better than the pizza they served us. The rest of the food was equally gross. We got terrible sleep in the loud and uncomfortable room and actually couldn’t wait to checkout. As we left, the valet brought our car up in the pouring rain and parked it out in the open where we got soaked getting into it. We left in a rush and when we got home we found significant damage on our previously spotless and garage kept brand new car. Fairmont referred us to some shoddy third party company called propark (who they contract with to park your car). They promptly denied our claim and never sent a letter or called us to notify us of the denial. I only discovered that the claim had been denied after contacting the Fairmont weeks later. If you ever stay here I’d suggest you take a video and pictures of your car before you check in and before you leave the property. Because they are not trustworthy, honest or professional with guest’s vehicles. I witnessed them recklessly whipping vehicles around a parking garage and speeding around city streets. I complained to an executive assistant named Kendra who was very unhelpful and took precisely zero responsibility or accountability for the damage. She refused to follow through with a phone call as she had previously promised and would only communicate by email. She “encouraged” me to file a claim with my own insurance - I was actually very shocked and surprised and the total lack of customer service from a “high end” expensive luxury hotel like this. The whole experience from start to finish was substandard. The people who work at this property and more importantly those who manage them need training and education. There are PLENTY of better hotels in San Francisco. Save your time and money and yourself from the potential stress of dealing with issues like the ones I’ve experienced. None of which should have ever happened at an expensive luxury hotel.

My Sister-in-law and I were in San Francisco for my niece and nephew's baby shower. We visited the Fairmont bar both evenings and had Carlos as our waiter! He was awesome! He gave us excellent, friendly service and made us feel welcome and cared for as we enjoyed our favorite green couch in the corner! Thank you Carlos for making our stay wonderful!

Great hotel in San Francisco—location is one of the best in the whole city and the service in general is exceptional. We were given a room in the tower which was still nice and had a great view but the rooms don’t feel the most modern (even though they’re nice)—there aren’t enough outlets and many didn’t work while the ventilation in the room isn’t good (the shower, which had excellent water pressure, steamed up the entire room every time we used it) and the ceilings in the tower are pretty low. Overall though a great choice that we would return to

Great place to stay. The Fairmont is beautiful, rooms are very nice, staff was great, very good experience, I will stay there again

Impeccable service! We returned to our room to find we had new, noisy neighbors on each side of us. The hotel was fresh out of earplugs, but Diana was determined to find a way to help. Emanuel went so far as to find some for us outside of the hotel and delivered to our room. Their commitment and eagerness to help is the exact sort of service every luxury hotel should strive for. Highly recommend for the quality staff alone!