Paulene Eroles

Review of Fairmont Grand Del Mar

Ate there for Easter Brunch 2018. Making reservati...

Ate there for Easter Brunch 2018. Making reservation was horrible. I called monday before hand to make reservation. Concierge Adora made our reservation, she has no information about how much they charge for tax or anything about auto grat. So ok. She said they will send us email confirmation. And cancellation policy is 72 hours. The next day (tuesday) I called and asked for confirmation email. The woman said they will send it. Again, I asked about the tax and gratuity. Still no answer even if they said they will find out for me. I waited and got nothing. Its already saturday and I still havent got my confimation email, so i called and spoke to a gentleman. He said we have no reservation and they are fully committed. I was so mad so I called again. Spoke to another woman, and she confirmed our reservation. She said they sent us email before but I never received them. I spelled it again as well as my name and everything. The woman sound annoyed told me that she just sent them again. I then said, ok I will wait. I again, asked for the tax and gratuity. She said they do not know and that we will just find out when we are actually at the event. So fine.

Here comes sunday, we came it, sat down and eat. Service was good. The check came and it was $300 for 2 adults (no extra order, but it has 20% automatic gratuity, tax unstated how much) We paid the amount and we did not put any extra tip since its automatic gratuity. On our way home, my husband got notified with his CC charges. It was $60 over. So I called and asked. A gentleman said they always over charge (note:he said charge not
Authorized) just so if we will leave any more tip etc. I explained that we paid the exact bill and we were not given a chance to hand written our tip. Told him that the server did an automatic 20% gratuity. He then rudely reply and said "well, we cannot do anything right now. Accounting will just have to adjust it for you but the charge will be posted in 5 business days then you can call back"

The server was good and nice. He deserves the 20% gratuity but your concierge and front desk / receptionist are rude! They clearly do not know what they're doing and should be remove from hospitality industry.