David Shelton

Review of Fairmont Resort

Booked through ACCOR reservations - originally fo...

Booked through ACCOR reservations - originally for 2 nights, then extended for a 3rd. Was told that the stay couldn't be extended but would have to be a separate booking. Really?
Shortly after arrival our internet connection cut out - apparently my Le Club member number wasn't registered. Yet I had booked using points to pay for the first night - how does this happen? To resolve this the girls at the front desk decided to register me for a new account? Trying hard but not so smart.
I had to ring home to get the correct number - and when I gave it to them the next day (after realising what they had done) they told me the system would not let them change the membership number.
After our 2nd night a check out bill and form was left under the door. I found this was incredible as I had discussed the double booking on arrival to ensure we were not g going to be asked to change rooms. On arrival back at the hotel our room keys had been disabled and I had to go back to reception to get them re-set.
No. information or request was asked of us that we would have to do this.
The girls at the front desk were just "working within the system" and didn't seem able to do (or think) outside it - which makes it difficult to provide the seamless service that we expect.
As everything was booked through the ACCOR membership booking system there are obvious flaws in both your booking system, as well as the ability of individual properties to look after their guests.
We found the whole experience frustrating and will now put ACCOR properties to the lower end of options when looking at accomodation