2/5 Poor
Jennie, Whistler
Traveled with partner
9 Nov 2020
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was our third, consecutive stay at the Fairmont. We wanted to make this our long-standing annual trip. However we were disappointed with our recent stay.
We were told over the phone (prior to booking and confirmed several times over the phone after booking) that due to COVID, the amenities were restricted to maximum 2 hours per day by reservation only. However, when checking in, we were told that it has been changed to only 1 hour per day. We were disappointed to learn that and may not have booked our stay knowing the 1 hour restriction.
Also, there was not enough reinforcement of the COVID spa rules. Several times, there were large groups that entered the hot tub, exceeding the 5/7 person limit per hot tub.
Several other issues occurred during our stay including issue with the parking tickets issued to us (we were able to exit but the re-entry ticket did not work), the hot/cold water in the shower was very temperamental (either scalding hot or too cold, hard to adjust to a good medium), long check-in/check-out wait times, and Portobello was closed for renovation (there was no notification of this on their website).
Service was friendly and did their best to rectify the issues we had. However, this experience has left a bad taste and we are reluctant to book again with Fairmont.
Stayed 2 nights in Nov 2020