Initially, it made an excellent impact but they ca...

Initially, it made an excellent impact but they cancelled my room booking and blamed it on my agent, despite my son s room being confirmed!
The check in sorted, with no apology, we went to room, level R3, which was not told by receptionist, but by bell boy!
The elevators - many - were confusing and it was made worse by no clear directions for the elevators or the room numbers from the elevator foyer.
Room was fine, but son had to move room on last night due to insect infestation.
Breakfast on each day was not 5 star , the table service was exceptionally poor with no cutlery provided in time, despite requests, and only dead strong Americano coffee and tea was provided. Only on complaining did senior waiter say latte was available for a charge!
On complaining, the manager never came!
On complaining via telephone the manager said a complaint form was in room - but there was none and even in their impressive guestbook in room there were no details on how to complain. Eventually, I was given a blank Fairmont form!
A hotel that does that is not serious about complaints- I didn t bother writing with the pencil that was presented to me! The pencil and blank form said it all for me!
It got worse after check out with Saudi security bureaucracy at level B2 car park. We ended up waiting for taxi that had been turned away 3 times by security despite them having taxi reg number given to them by me and I had to then physically wait at the vehicle entry point for driver!
In conclusion - definitely NOT 5 stars and we will not be going back to such poorly organised hotel that pays no regards to complaints or guest conveniences.