Guest reviews The Fairmont Empress Hotel, Victoria

by 62winnieb Toronto, Canada

disappointing

1. The Fairmont Gold lounge did not have adequate COVID protocol. It is a place for eating and drinking and given that breakfast is a buffet, 99% of the guests were walking around with no mask. No one checked at the entrance for BC vaccination card or any form of proof of vaccination. It is really quite alarming and I wondered whether anyone reported this to Fraser Health. The strange thing is that at the bar downstairs, they checked our BC Vaccine card and ID and everyone wore masks. So, what makes the Gold Lounge different? 2. For a hotel like the Fairmont Empress, I was appalled when I had to dry my hair. The hair dryer looked like it was a $10 dryer - old, grungy, deafeningly loud and weak. I am not expecting a Dyson hair dryer but surely it can't cost that much to have a good hair dryer when the room rate is over $600 a night! I wished I had brought my own hair dryer! 3. My husband ordered a hamburger at the bar and clearly specified NO MAYO, NO ONION, NO PICKLE. After patiently waiting for almost an hour, the burger arrived....wait for it....WITH MAYO! and it was luke warm, clearly it had been sitting in the kitchen waiting for someone to bring it to the table. The waiter apologised and had another one made and finally it arrived and it was fine. 4. As I used the Gold Lounge more than any other restaurant in the hotel, my comments relate mainly to that lounge. The lady at the entrance failed to thank guests as they left the lounge after breakfast. I noticed this because it was so blatantly lacking in attentiveness. The point of telling you this is that this level of service and lack of attentiveness is really not acceptable in a hotel such as Fairmont Empress or any Fairmont hotel for that matter. We have stayed in Fairmont Vancouver, Fairmont Lake Louise, Fairmont Banff, Fairmont in Jasper, Fairmont Whistler - service has always been exceptional, particularly at Lake Louise. It is very disappointing to see that someone has dropped the ball at Fairmont Empress. We are unlikely to return to Fairmont Empress even though we go to Vancouver Island 3 times a year.

by P4162NXdarrenb Sherwood Park, Canada

Beautiful location

We had a few issues with our first room, overall was a good experience. We were moved after the second night, I wish we were in our second room after the first night. The rooms were very clean & staff very friendly.

by Sask_Architect Saskatoon, Canada

Amazing as Always

Stayed again at the Fairmont Empress on the gold floor, and as always it was a complete Delight. Fairmont Empress Gold Floor is the best hotel experience you can have. Just read this story. Terrible long day of travelling with flights delayed more than 9 hours, arrived to the hotel at 10 p.m. just as the gold floor was closing. That said, I was able to call ahead and they saved a lovely selection of appetizers that had been served earlier in the evening, and got a surprise knock on the door at 10:05 when Giles showed up with a few hot appies to top everything off. Woke up to latté with an extra shot and bagel with cream cheese delivered by Emily at 7:30 am. They were even able to iron my shirt before my 9:30am meeting while I waited with another cappuccino that Irwin brought. Service is the brand promise a Fairmont Hotels, and the gold floor at the Fairmont Empress is the best of the best. Doug Chant is doing a wonderful job as the new manager. I travel many nights for work every year , and I go out of my way to stay at Fairmont whenever I can. The service and experience at the Fairmont Empress is the reason I always come back.

by mufflednoise Langley, Canada

Great experience

Stayed for a weekend getaway, opted for a Gold room and it was lovely. The gold lounge was great for breakfast and canapes, the spa was great - super relaxing. The room itself was very clean, updated, comfortable and spacious, and the service from every single staff member was top-notch. Will definitely be going back!

by jeffreyc121 Invermere, Canada

So disappointed....

Was there for a friends wedding reception. Had to get our room changed as our first view was of a brick wall, bucket ladder and garbage. Went for breakfast the next day and was told that breakfast service was ending in 5 min so "we would have to hurry". We were waiting on our friends who were coming in off the ferry. They got held up with COVID protocols in the underground parking and came up 10 min late. During the time we were waiting for them, the hostess reminded us twice that we "needed to hurry", the waiter came by and told us we "had to be quick, or the kitchen would be upset" and then what I think was a manager came by just as our friends showed up and told us we would not be getting served breakfast. This all occured over 8 mins!!! We were totally uncomfortable, felt extreme stress and were embarrassed when we were told we would not be served. Not that it is about the money but spending 1500 for 2 night stay that included breakfast, not good.