Xin Zheng

Review of Fairmont Jasper Park Lodge

Are you looking for an undeserving four-star hotel...

Are you looking for an undeserving four-star hotel with bad service, poor management, smelly, outdated and over-priced rooms? Fairmont Jasper will top your list!

I stayed at the Fairmont Jasper, my 12th Fairmont hotel globally, from June 27th to June 29th. Oh boy, the worst stay in my entire travel history. My family and I traveled over 14 hours one-way to Jasper and Fairmont Jasper managed to make us never want to go back again for the following reasons.

First, the hotel staff and management are inconsiderate and hypocritical. Upon arriving the hotel, I noticed the moldy smell in my room. I asked the front desk to send me an air purifier because I have very bad allergy to mold. However, the hotel only sent a cleaning person carrying a refreshing spray to my room. I asked why they did not send an air purifier. The hotel said it s for environmental reason and they are trying to save power. Then I looked at the ingredients on the refreshing spray. Guess what, full of chemicals that did not appear to be environmentally friendly. Clearly the hotel does not have their guests best interests at heart. What s worst is the staff s reaction when I communicated the moldy smell to the hotel. The staff said I don t understand the moldy smell you are talking about. It probably is the cedar smell. I am very offended by the hotel staff s poor manner and inconsiderate attitude. How can anyone undermine others real health condition? Jessica was the manager on duty as I checked in. She didn t even come to me and acknowledge my need for an air purifier.

Second, the hotel is incompetent at resolving noise complaints. On the night of June 28th 2019, my next-door neighbors in room 4X8 (where X=1+1) were having a loud party from 12 am to 2:30am. I reported the noise to the hotel twice during the period. The hotel staff called my room and told me that they couldn t locate the noise while the party was going on. I had to personally knock on the door to resolve the issue. Consequently no sleep for my family and I that night.

Third, the description of the hotel rooms on Fairmont s official website is inconsistent with the actual room. The hotel is an old lodge/cabin that are super outdated. If you choose a cabin/patio view room, it literally means the room facing the parking lot or other hotel rooms. If you anticipate that you will have your own patio, then you are out of luck. The rooms and the patios are fully connected. The walls between rooms are paper thin. When I communicated my observed discrepancy between online description and my assigned room to the front desk upon arrival, the staff was extremely rude by saying What? Were you expecting a castle or high-rise? Too bad, we are a cabin. RUDE!

Fourth, your Fairmont status won t get you anything as other Fairmont hotels. I ve stayed with Fairmont for a long time and accumulated an elite status. However, Fairmont Jasper doesn t offer any perks to Fairmont members with status, at least to me, when I asked specifically.

Fifth, don t have any expectations for in-room WiFi because they do not work. The only place that WiFi will work ok is the lobby. When I mentioned this to the front desk, they told me WiFi doesn t work in parts of our property because we are trying to be environmentally friendly and install less routers. Really? Environmentally-friendly is Fairmont Jasper s excuse for everything now?

Last but not least, as I was checking out and mentioning my poor experience at the resort to the front desk around 10am on June 29th 2019, the manager didn t even bother to chat with me in person and show some basic courtesy to an unsatisfied customer. Instead, he just made the lovely front desk person his delivery person. Very unprofessional and arrogant.

Fairmont Jasper should never be a four star resort. The star rating by Canada Select are usually based on room, service, and amenities. This resort is significantly lacking on room and service. I highly urge Canada Select and other rating agencies to re-evaluate the star ratings. I highly discourage anyone from staying here.