Fairmont Pittsburgh

very dissatisfied

Liked: location
Disliked: service reception staffroom amenities

This property did not give...

Liked: The spa and fitness facilities were excellent and the spa staff members were kind. There was a bellman whose name I cannot remember who was the only employee to give 5 star service. He was attentive and even helped carry luggage to my car despite the vehicle being self parked.
Disliked: A lot of staff members were lacking when it came to proper hospitality. First the front desk, check in was fine but felt rushed and I was never given information about the hotel facilities. Other times when I stopped by the front desk, I had to wait in line. Mind you this was a Saturday afternoon and there were only 2 other people in front of me and only one employee and no other agents or managers came out to help the desk. I’ve stayed at many 5 star hotels and even work at a 5 star property and I never had to wait in line at a luxury hotel. Not only that, but another time I walked up to the desk and the agent literally picked up the phone in front of me to take a call. From the conversation, it did not sound like an emergency and afterwards the employee did not even apologize for the incident. At some point I needed another key to my room and the same agent who checked me in the day before asked for my ID. I mentioned to them that they had checked me in last night and this agent said “ma’am I just started my shift, I do not know you.” It had been less than 24 hours and this employee cannot even remember the guests they check in. Other small things like having to open my own door when walking into the hotel, room was never serviced nor any turndown. Even the bartenders did not greet me when I sat down, I had to get their attention. I have stayed at many luxury hotels (Four Seasons, Ritz, Pendry, Mandarin Oriental, Six Senses) and I have never had any experiences like the ones I just described. This is my first time staying at Fairmont and it does not give luxury. Fairmont has many other beautiful properties but I honestly cannot imagine staying at another one again if this is the service I’m going to receive. The rooms were also very dated and plain. I prefer to stay at 5 star hotels for the service and the beautiful rooms, atmosphere, food. This hotel felt like a Comfort Inn.

Poor

Disliked: Elevators were a jokeDesk was scuffed up

Exceptional

Superb

Exceptional. Will return for our...

Liked: Fantastic amenities~ excellent customer service.
Disliked: N/A

Good location and great place...

Liked: A premier location and stunning common areas and parking. Love the large bathroom and view from our room.
Disliked: Our room looked a bit tired. The carpet was buckled and it had a stale smell when walking in. We had cocktails at the bar and breakfast in the attached restaurant. In both locations there was a sewage kind of smell for a brief period. Somewhat off putting when eating.

Exceptional

Liked: The location is perfect, the staff was kind and accommodating. The fl. 2 restaurant was delicious. The artifacts around the hotel kept things fresh and never boring. A great hotel.

Exceptional