Ratings based on 1,446 Verified Reviews

4.2 out of 5
84% of guests recommend
4.5 Room cleanliness
4.4 Service & staff
4.1 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler from san francisco

Great location,with Snobish hotel staff

Posted May 15, 2017
The hotel is going through certain renovations, hotel check in is in the.back of the building. I was surprised to see there were no porters there to hold the doors for the guests with the luggages. Then the sound proof between the rooms are very poor. I can hear almost every conversation next door. I consider fairmont as a grand hotel with many service staffs around. The room interiors are great and the sound insulation should be improved.
Comment from Hotel Management
May 16, 2017 by General Manager, Hotel Management
Thank you for taking the time to provide your feedback. My apologies for the lack of porters to assist with your check in as we strive to ensure that our guests are looked after from the moment of arrival. We have just completed all of our restorations and are very excited that our new, beautiful lobby is open. We sincerely hope we will have the opportunity to welcome you back in the future. Sincerely, Indu Brar General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler from Montreal, QC

Posted May 8, 2017
Very nice stay and a very friendly hotel stuff especially the Front Desk Agent Ms. Ding, very helpful lady. Overall very lovely stay and I would recommend this hotel without hesitation.
Comment from Hotel Management
May 8, 2017 by General Manager, Hotel Management
Thank you very much for your comments. I will ensure they are shared with our Front Office team. We look forward to the opportunity to welcome you again soon. Sincerely, Indu Brar General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from West Point, NY

Fairmont Gold is top notch and worth every penny

Posted May 6, 2017
A perfect getaway from the rest of everyday stuff, the Empress is a enduring gem.
Comment from Hotel Management
May 8, 2017 by General Manager, Hotel Management
Thank you for your lovely comments regarding your stay with us. I am so pleased that you had the "perfect getaway". We look forward to seeing you again. Sincerely, Indu Brar General Manager
5 out of 5
Recommended
for Business Travelers
by A verified traveler

EXCELLENT VENUE FOR THE BRIDGE TOURNAMENT

Posted May 2, 2017
Pros: TRADITIONAL, OLD ENGLISH ELEGANCE; FABULOUS GROUNDS
Cons: THE REOPENING OF THE SWIMMING AREA.
Location: WE WERE SIGNED UP FOR THE BRIDGE TOURNAMENT SO WE SPENT A GREAT DEAL OF TIME IN THE CONVENTION CENTRE WHICH WAS AN EASY WALK FROM OUR ROOM.
I HAVE ALWAYS LOVED THE EMPRESS. WE HAD BREAKFAST TWICE AND IT WAS EXCELLENT. THE ONLY COMPLAINT WOULD BE THE HIGH COST OF THE AFTERNOON TEA.
Comment from Hotel Management
May 5, 2017 by General Manager, Hotel Management
Thank you for posting your feedback. I am so pleased that you enjoyed your stay and our beautiful grounds. I will ensure that your comments regarding breakfast being excellent are shared with our culinary team. We hope to welcome you again when you next visit. Kind regards, Indu Brar General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler from Edmonton, Alberta

Great spot for a weekend or more stay in Victoria

Posted Apr 26, 2017
Pros: Location, luxurious, & very helpful staff.
Cons: Difficult because they are just finishing off a major renovation and so temporary lobby & check in facilities have been set up.
Location: Great spot for walking to everything downtown Victoria & the inner harbour!
Had a small issue with our check in on our first day but the staff at the Empress found a way to fix the problem and went above & beyond to ensure that we were happy with entire stay. Perfect spot for walking around the inner harbour and checking out all the great restaurants & shopping in Victoria!
Comment from Hotel Management
Apr 27, 2017 by General Manager, Hotel Management
Thank you for your great review and valuable feedback. We are very pleased that you enjoyed your stay and look forward to your return! Sincerely, Indu Brar, General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Super hotel

Posted Apr 25, 2017
Pros: The location and the staff. The atmosphere is incredible
Location: The location overlooks the harbor and has a beautiful view. We went whale watching and saw a pod of orcas, including a baby!
The staff at this hotel are the top of their profession. Very helpful and a joy to interact with. The rooms are sooo comfortable. The hotel needs a coffee shop if guest need any quick incidentals. A pleasure to stay here.
Comment from Hotel Management
Apr 26, 2017 by General Manager, Hotel Management
Thank you very much for your valued feedback and great score. I am so pleased that you were able to take in some of our wonderful sights such as whale watching. We look forward to welcoming you back when you next visit Victoria. Sincerely, Indu Brar, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 25, 2017
Great location All visiting sites are within walking distance. Staff at the hotel is friendly and helpful. Love our short stay!
Comment from Hotel Management
Apr 26, 2017 by General Manager, Hotel Management
Thank you very much for your great comments regarding our fantastic location and wonderful staff. We hope to welcome you back again one day soon! Sincerely, Indu Brar, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler

Lovely old hotel but facilities weren't open

Posted Apr 24, 2017
Our room was nice but the windows were too high to look out...strange. We had to stand on a chair to look out the windows and some were not possible to see out of at all. The jr suite was recently renovated and was done nicely. The hallways of this lovely old hotel are regal. The staff at check in was a bit standoffish when I checked in using the presidents club line. Since the membership is in my husband's name I apparently do not have access to this line. I feel I should have been welcomed and not made to feel awkward. The porter however was super kind. We were not told until arrival that the hotel was still undergoing renovations. This was not flagged to us by expedia or when we called the hotel in advance and specifically asked about renovations. We were told the renovations to the rooms were complete when we queried which is true, they are complete. But you would think they would flag to us that the pool and the main lobby is not yet open. We were really looking forward to using the pool at this hotel. We were told we had access to a pool at a neighbouring hotel that is over a block away. We were also looking forward to using the spa but you have to go out the hotel and around the block to access it until the renovations are complete. Can't picture myself accessing either the neighbouring pool or the spa around the corner with my robe and slippers on!! Disappointing.
Comment from Hotel Management
Apr 26, 2017 by General Manager, Hotel Management
Thank you Jacqui for your feedback regarding your recent stay with us. I am pleased that you enjoyed your stay and will certainly provide your feedback to our appropriate teams. I do apologize that you felt awkward upon check in as this is definitely not how we want our guests to feel at any point. Our pool and spa will be open in the next few weeks as well as our new Lobby as all of our renovations and restorations will be complete by June of this year. I sincerely hope we will have the opportunity to welcome you back and experience all of our new amenities. Sincerely, Indu Brar, General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Top notch service

Posted Apr 24, 2017
Location: Great location. Middle of eveything
Hotel under renovations but Staff were excellent and were available when needed
Comment from Hotel Management
Apr 24, 2017 by General Manager, Hotel Management
Thank you very much for your great comments regarding our wonderful staff. We hope you will come back when all of our restorations are complete in June of this year. Sincerely, Indu Brar, General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 23, 2017
The Empress is the Standard. Classic, impressive and worth it.
Comment from Hotel Management
Apr 24, 2017 by General Manager, Hotel Management
Thank you for the great comments. We love our historic "Castle on the Coast". We look forward to welcoming you again. Sincerely, Indu Brar, General Manager