Broadway Tours

We’ve stayed at various Fairmont properties before and have always had great service, so unfortunately this location fell short for us. First, the hotel itself is beautiful, and we were very happy with the room as well as the gym and pool area. However, we were disappointed with the overall service experience. It took almost 45 minutes to check into the hotel, and the lineup extended from the front desk to the elevators. I’ve never waited that long to check into a hotel before. We also dined at the lounge several times. The food and atmosphere were good, but the evening service was disappointing. We were seated at a table that was dirty and sticky, and when we pointed it out to the server, he simply dropped off a cloth for us to clean it ourselves. We also had to call the front desk from our room twice, and both times we were on hold with an automated system for over 30 minutes, which was extremely frustrating. I’ve never stayed at a hotel where guests cannot directly reach the front desk and speak with someone. Paying guests do not want to speak to a robot and then wait 30+ minutes for assistance.

I really like this property. Everything was pristine and high quality. I would stay here again if given the opportunity. The free car service was super helpful for dropping us and our luggage at the nearest metro station. The gym equipment was brilliant too. One area of comment - we checked in when the adjoining bar DJ was playing very loud music. It felt like I was checking into a nightclub! I couldn't hear the receptionist very well which was a bit of a negative experience.