Fairmont Southampton 4 stars

My daughter and I had such an amazing trip. We had an amazing view and received great service from everyone we encountered at Southampton. We enjoyed a delicious meal every single day !

Room was great, but the service is not particularly great - every day I something was missing (usually some or all toiletries, or coffee or tea, or mugs, or towels or bathrobe... for 7 night stay every day there was something they didn't put/refill/replaced). There was champagne cork on the floor when I arrived- I left it there for 2 days to see if they will clean- nope. They added minibar to my bill- didn't use it (removed without much discussion but still- review your bill). The staff at the main desk are all just not friendly at all , which is supper annoying as your bill will include the mandatory gratuity. They say "Please note there is a mandatory gratuity distributed to several departments within the hotel, including porterage and housekeeping"- stayed there twice porterage was not offered. The concierge though (lady not a man) was lovely and waitresses in Mediterra restaurant were exceptional.

Here are our experience. THE STAFFs were AMAZING AND HELPFUL BUT. I think this is a Corporate level issue. Fairmont is just not honest with room policy. When you pay for SEA VIEW, you are expected to see "SEA". Stop trying to explain to me that you can see SEA in the corner and that it is not guaranteed. We PAID FOR an upgrade. (1) EVEN after paying for Sea View Room; We were put in a room that was obstructed view for our first night. I had to really complain several times to switch our rooms. They didn't believe me so I ended up taking a tour. Our room did not have ANY water bottles (even paid). The fridge was not even loaded with water. We wanted to pay but didn't have water. We had no bathrobes the first night. When we actually switched room. we were given 15-20mins to MOVE to another room. My wife was pregnant we were rushed without any help to move to another room. Unpacked/packed all of our belonging. (2) See your e-mail below. Nothing was done even though I requested some special treat due to my Wife's Babymoon and our anniversary. You confirmed that you would do something special. Instead, we ended up in a room that wasn't properly serviced. Many items were missing. There were water from the balcony. The balcony furniture was very wet. (3) Restaurant issues. We had number of issues with finding a place to eat. There's just one restaurant that's open for dinner/lunch (Jasmine). We were unable to get lunch or dinner anywhere else. We did at Mediterra twice and at Waterlot Inn. Waterlot Inn was outstanding but the rest were just the same food. Even our in room dinning soup was made of frozen carrots/mac n cheese soup (broth that was cold!). (4) Spa. This was extremely disappointing. The jacuzzi, men's sauna did NOT function the day we went with PAID massage! (5) Room service was done at 8:30am. We were repeatedly woken up at 8:30am to have our room serviced. We didn't because we slept in but then we missed our time/ Had to get evening service. So in 5 days our room was not serviced until 8-9pm. I did not feel that is the standard for a 4 star hotel! The hotel Staff was the best part of the trip. They were extremely helpful but overall felt like we stayed in an outdated 2-3 star motel. I have several other issues to report with documentation. I plan to send it to your management.

Check in: luggage was never delivered to our room and left randomly at the front entrance. Room: 1st above the HVAC and definitely had mold. Room 2: upgrade to gold level and much better. Gold Level: Pascoal (spelling?) absolutely phenomenal. I’ve worked as a concierge at nice hotel. This guy is the real deal. Facilities: Older which is classic, but could use some paint and pressure wash. Restaurants: good but not great Gym: could use an upgrade but has everything needed and functional Beach: towel guys were nice, could improve with a sense of ownership pride. Same trash was around day after day. Wait staff: overall good but frustrating that some played games with the kids (under 3) discount. Not cool when I’ve done that job and spending $7000 on a nice family vacation. Don’t nickle and dime me. Lastly- I spend 30 nights a year in hotel and travel frequently. Overall just OK.

Your service and attention on. The gold floor was superb. A. Special call out to Shentoine, who helped us in many many ways