What to expect
- Sleep Quality
Last 5 reviews
Fairmont Tremblant = No Improvement Since Last Stay
In the past I have not hesitated to go back to a hotel where I previously had a subpar stay, when I thought circumstances might have changed in light of new information. For Fairmont Tremblant I had a negative experience earlier this year but for a few reasons I gave them another chance. Unfortunately based on my latest stay I must reiterate my thumbs down for this hotel after another stay which did not meet expectations. We arrived at the hotel around 2pm which is later than the promised noon check-in when booking with Amex Fine Hotels & Resorts. The front desk agent showed me the list of Amex FHR benefits on a printed sheet and right in plain sight on the list was the room upgrade upon availability. All room types were still available for our short 2-night stay based on Fairmont.com so I was very surprised to hear that we were not getting upgraded; to try to smooth things out we were told we had “the best entry level room in the hotel”. Because I still had my experience from April fresh in memory I challenged my room assignment knowing the hotel was far from being full. I asked about the lack of upgrade and after a visit to the back office the agent came back with a very modest upgrade to a view room. Nothing irks me more than hotels trying to go around the rules, even worse doing it twice to me in the same year even after an e-mail exchange with management back a few months ago so it does not look like anything has changed. If I had said nothing I was not getting an upgrade at all (again) and even with asking I got nothing more than a view. Ugh. My upgrade at this property pales in comparison with the proactive upgrades we regularly get at Westin or Homewood Suites in Mont Tremblant - sometimes even 2-bedroom suites. Anyway, I often accept subpar elite treatment in towns without competition such as Charlevoix, Lake Louise, or Montebello, if I really like the hotel, but I am less likely to do so in Mont Tremblant and if I am being jerked around or being deceived; unfortunately a property like that is not the best fit for me. After check-in I realized that I did not receive my Accor Platinum welcome drink vouchers and I went back to reception to get them. Wine is fairly expensive at this hotel with many wines being over 20 CAD for a glass, but thankfully with the vouchers you can have an 8oz glass of wine not just the 5oz version, and they also allow pretty much anything else from the menu with these vouchers. Even though ski season has started, the Gold lounge is still not open. Our view room was on the 7th floor which is the gold floor during the winter. Yes the view was nice, but except for first timers in Tremblant I am not sure it’s worth paying extra for the view without having access to the gold lounge. I thought back in April that the entry level room was bland, but the Gold room might actually be worse. It felt more outdated and I was not a big fan of the structure around the bed. Both my room from April and my room from this stay were about the same size and both equally subpar with no special features to give a wow feeling. The shower is in the bathtub in the gold room (like in the standard room) and the tub was draining very slowly so the tub would fill up during the shower which would need to be fixed by maintenance staff. The temperature controls betray an older hotel which has not been renovated recently and the room felt very hot. We opened the window but the wind kept closing it back, so we ended up sticking a small towel in the window frame to block it from closing and to keep the room cool during the night. The Platinum welcome amenity was “sucre à la crème” and a small bottle of cider, quite small when the hotel knows there are two guests in the room. Obviously as they did not seem to intend to upgrade us because the amenity was ready for us in the standard room, and they had someone bring it to our new room after check-in. Service at this hotel is maddening. Not only the lack of upgrade is not something I appreciate very much, not receiving our drinks vouchers proactively, but in addition there are issues with the Life Experiences certificate redemptions which is entirely the hotel’s own doing. It was a mess during my check out a few months ago so this time I asked the day before check out to process my certs right away and not at the time of check out. This has been no problem at all in other Fairmonts where we stayed in the last few weeks (Charlevoix, Québec City, Ottawa, and Montebello). Unfortunately this property is the worst of this group in terms of service, they flat out refused to process my certs one day before check out, claiming risk of “fraud” (?) and told me to bring the certs the morning of departure despite acknowledging that these redemptions take time and can be tricky. They know it’s problematic to handle on short notice, yet unlike other Fairmonts they refuse to handle these vouchers ahead of time; realizing the existence of a problem and not taking measures to fix it is not exactly stellar service. The next morning I brought the certs before breakfast, and when I returned one hour later they said they were unable to get it done because they had not been paid by Amex FHR yet for my room. After arguing they said they would try again, and in their defense when I went back to reception for the third time before check-out they handled it to my satisfaction so the end result was good, but it was painful to get there. Enough with the negatives, on a more positive note about service, housekeeping was flawless taking care of the room exactly at the time requested and being generous with amenities refills. For this stay we had the breakfast buffet and I can say it was good quality except for smoked salmon which looked bad and did not taste very good. It was nice to get baked ham with maple syrup, there was good quality and variety of fruits including different kinds of berries. Overall the breakfast was on par with other Fairmont hotels in the region such as Montebello and Charlevoix but perhaps a notch below Fairmont Ottawa which is more luxurious. My overall takeaway about breakfast is that it is clearly better than at Westin Tremblant (and worlds better than Homewood Suites) but you need to pay for it at Fairmont via a special rate or Amex FHR. Not only the food is better at Fairmont, but also the restaurant is far more attractive than in Westin. Overall I was not particularly happy with this stay so I think I am going to put this property back in the dog house for a while. The strong point of this property might be the Gold lounge but it’s open for such a short time of the year that more often than not we cannot even book a gold room, not even early in the ski season in late November or early December. Upgrades are not only stingy but also appear to circumvent the rules which is a black mark for me. It is not smooth to get an upgrade, drinks vouchers, Life Experiences vouchers credited, etc. I could forgive one bad experience but it’s been more than two so it is not just an isolated case.
First ski of the 2019-2020 season
Great hotel, fabulous, friendly, helpful and smiling staff. Location for skiers is the ultimate and rooms are a good size and extremely comfortable. Very good food (lobster fish & chips - amazing!) Great ski-in ski-out access. All a bit costly but well worth it! A typical Fairmont hotel on one of North America’s best mountains.
Tired hotel and poor customer service
We arrived late on a Saturday night and check in went quite smoothly, the valet took our car to the car park and was very friendly and efficient, could not fault him. Check-in was quick and the lady behind the desk nice. So initially all going well, with lovely staff, it then went downhill - the hotel is dated beyond belief, I realise that they are in the process of refurbishing but the rooms do not look like the pictures online (and maybe could be signposted that updates in needed online). The corridors are dark and dingy and we had a disaster with our room key no longer working (turns out the door ran out of batteries, so here we were just returned from the outdoor pool - which does not open until 9am, not great for guests who like to rise early, sat in our bath robes outside our room waiting for someone to come and fix the problem). A lovely lady said she would get someone up immediately to help, the maintenance man came and scalded us for not calling security immediately as they are the only people who can open the door. How were we supposed to know this, especially when someone had already told us help was coming!? No apologies. Having stayed at lots of fairmont hotels, we were expecting the same high standard as these (special mention to fairmont Banff springs, marrakech and fairmont Dubai who are all amazing with customer service second to none) but we have been sorely disappointed. Room service is good, with a good selection of food, however not 24 hours. A disappointing stay so far but with another 7 days here we are hoping service will improve.
Not quite the experience expected
The hotel is nice.. nothing special. The restaurant is inconvenient and only opens at 6pm for dinner. The “ski lesson” information is inadequate - specially if you have never skied. The customer service to purchase ski lessons is underwhelming (to say the least) - long wait time if more than 3 people in line, no information regarding the valet options and no information on how many days to purchase lessons in advance. If you do decide to stay here go straight to Mont Tremblant’s guest services - rent your ski equipment there, valet is included in the price, and the ski lesson information and customer service is much better. The Mont Tremblant guest service center wants you to return.... this hotel clearly does not. In hindsight the Westin would have been a better hotel choice.
Another great start to the ski season.
Good snow conditions followed by a relaxing time in the best hot tubs at the mountain and a tasty meal in the renovated restaurant and bar made this a great start for the ski season and we look forward to returning..
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