Guest reviews Fairmont San Francisco

by jtflgf Charlottesville, Virginia

One of my favorite hotels but this review is about the spa!

I have stayed here a few times and absolutely love this hotel - the architecture, decor, rooms, service and food. But on this last visit I went to the spa for a massage for the first time. I was scheduled with Fiona, who simply is one of the most skilled massage therapists I have ever had. She has the ability to find all of those muscle areas that need the most attention, and give them a thoroughly healing work over. I have had many massages at many hotels in many countries but this experience was truly exceptional. I cannot recommend her work highly enough.

by mabelnorth Whitehorse, Canada

Perplexing Customer Service

I am still processing the experience of staying here. We upgraded from a queen/queen room to a main building balcony suite upon check in. Initially things were great. The balcony really is beautiful and quite large. However, the first night we were awoken at 1am by the sound of the guests in the adjoining room having incredibly loud intimate relations. I was shocked by how much we could hear through the wall. I called down to make a noise complaint and was told they would send someone up to knock. I have no idea if that happened but approximately 5min later we could hear the phone ringing in their room, and again 10min after that. Once again, it essentially sounded as if we were in the same room as them. We eventually fell back asleep but again, at 7am the next morning, could clearly hear the guests next door engaged in the same activity. At that point I called down and requested to be moved to a different room immediately. I wasn't particularly impressed with how the hotel handled the situation. They made it seem like they were doing us a favor by allowing us to move rooms. I appreciate the fact that they cannot control who stays in adjoining rooms, however the original price of a balcony suite is almost $800/night. The walls are basically paper thin. And it wasn't as if the room next door was playing music, we had to listen to strangers having sex. I hate to think of what would have happened if a child was staying in our room. We were eventually moved to a tower suite. We had no issues with with noise after moving and the views were quite nice. In addition to the noise issues, when we checked out I was told I had a balance owing of $900. I found this confusing as I had paid in full when I booked (through the Fairmont website). The woman at the front desk informed me that it was my room upgrade charges...however it shouldn't have been anywhere near $900. I paid the bill because we had to get to the airport but when I arrived home I called the hotel to get some clarity. I had to speak to three different employees (none of whom could explain the charges) until I was connected with the Assistant Rooms Division Manager. She also could not explain the charges and asked me to send her a email with my original booking. Within 24hrs, she had replied that it was an error on their end and they have overcharged me by over $300 (!). As a gesture of goodwill they refunded my destination fee ($30/night). I was shocked that such a situation could happen, and if I hadn't been persistent about the incorrect charges, I would have had to pay! The hotel itself is very beautiful and the location is great. I had read rave reviews of the customer service at the Fairmont San Francisco, unfortunately I didn't experience any of it. I would recommend taking a close look at your bill upon checking out.

by varunner

Fantastic hotel

We stayed for 5 days for business last week and the location was great-away from the maddening crowds. Our room had a spectacular view of the bay. All the staff from the front desk to the room attendant were incredibly helpful and friendly.

by raicookies New London, Connecticut

Nice hotel

Room was very big and clean. The hotel staff was great. They temporarily lost two of our bags but promptly found them and returned them so no big deal. The rooftop garden was gorgeous! So nice and peaceful. Location is super central which was a plus. Would definitely stay here again.

by Laura H

Beautiful view of San Francisco

The staff is very friendly and helpful. We even ran into the young lady who was helping us at check in when we were outside finding our way to a cable car and fisherman's wharf. She was so friendly and helpful even on her own time after her shift at the hotel. Wonderful visit!