Fairmont Pittsburgh

Location and the view

There wasn’t any water available to drink other than two bottles in the room that you had to buy. They were very expensive.

Location

We booked the Fairmont Pittsburgh for a special relaxing weekend trip for the symphony orchestra opening gala, but the hotel utterly failed to deliver a 5-star experience. It has a cold atmosphere and simply does not feel like a luxury hotel. Major Issues: 1. Poor Cleanliness: The first impression was negative. The front desk was visibly dusty, even on the phones. Our room itself was not clean, with noticeable dust throughout. This is unacceptable for a hotel of this caliber. 2. Unacceptable Noise: Our room was located right next to the elevator and the noise was extreme and constant. It completely ruined our goal of having a relaxing weekend. 3. Missing/Broken Amenities: Our coffee machine did not work, there was no complimentary water (a basic amenity for a high-end hotel), and the fridge was completely empty. 4. Poor Service Recovery: While the manager offered to cover a \$100 dinner, this gesture was insufficient given the cumulative issues of filth, broken amenities, and a completely ruined, non-relaxing stay due to noise.

The staff was excellent. They were extremely nice and encouraging and supportive.

There was nothing I didn't like. I felt the experience was perfect.

The lobby staff are very friendly especially. Mrs. Niki she was the best and very helpful.

Very bad house keeping service they don’t clean the rooms they just change the towels. We stayed for 7 days and we had 3 rooms. Most of the days we come back from a long day to find our rooms not as we left them in the morning.

location

service reception staff room amenities

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.

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.

Fantastic amenities~ excellent customer service.

N/A

A premier location and stunning common areas and parking. Love the large bathroom and view from our room.

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.

Stay was a delight

Staff courtias

Rooms nicely appointed. Great location with easy walking distance to everything downtown. We had a large group with multiple rooms with some coming on different days and front desk handled it professionally and efficiently (on top of a busy weekend for the city). Valet was quick getting out cars when we had to go out for events. Bar was great as well as breakfast.

Zero complaints

Location close to theaters coffee shops. Good size room

Cleanliness not meeting my expectations there the shower is not clean the bed sheets were worn out Not all staff in the reception were friendly

Clean great location

Nothing

Great location! Exceptional staff/valet! Comfortable rooms! 1 night valet parking $65 was quite high as a paying guest!

The staff were very helpful and friendly

The barman was rude and didn't accommodate our request for a drink on the happy hour menu. We wanted the exact thing just without pickles.

The location was prime and it had a good view.

Bathroom shower fills the bathroom entry walkway up with water because it is improperly drained. Provided 2 full size towels for a room with 2 queen size beds.. the room sleeps up to 4 people. Maybe provide 4 towels Who charges for wifi nowadays? Lol Staff was not at the front desk upon arrival. They were all standing around in their hideout spot around the corner. Had to go around the corner and look at them to get our reservation underway. Staff told me to place my card on the payment kiosk without telling me why. I then asked after proceeding to do it, why I was swiping my card. I come to find out it is for $100 dollar hold on my card for potential incidental charges. Very unprofessional in my opinion to charge someone $100 dollars without any reason or explanation prior. I understand why they do it but did not like that they did not tell me why I was doing it until I asked and had already paid.

It's a beautiful building that is holding up well. The staff is ambitious and accommodating - front desk, valet etc. Its a great downtown location.

There are a few, individually small but frustrating things that fell short. It may not have generated enough profit but the lobby bar was great to meet people either early or late evening. The Starbucks is fine and Im sure they pay a great rent but there's certainly nothing unique or inspired about Starbucks and given the choice, which we took we walked blocks to go to a unique, privately owned cafe. On the house keeping end, its was late in the afternoon before our room was made up each day - 5pm ish. One of the bath towels had a wad of chewing gum stuck in it after going through laundry. when we checked in there were two boxes of M&M's on the mini bar - one had been opened and had just a few pieces of candy left. I don't know what's up with the bedding but the sheets are slippery and not comfortable to sleep in, what could be called a comforter definitely was not, and the plastic liner under the sheets made the whole experience pretty unpleasant. Getting charged $15/day on top of being one of the most expensive rooms in Pittsburgh is just dumb and insulting! First - you have to know that everyone who stays with you has some kind of technology with them - bake that cost in and don't make it feel like its an exception or a premium to what you market as best in class travel accommodations. Kinda feels like a road side motel when you get dinged for "extra" that's really expected.

Very walkable

Our shower was dirty when we arrived, I did not get the view that I booked, our refrigerator was warm therefore we had to throw away $400 dinner leftovers. There were multiple lights in our room that were burnt out. The tv barely worked. For a luxury hotel this was not worth it

Everything

Location and amenities

How comfortable the bed was.

No free hot breakfast

This is a loverly property with fantastic staff! I highly recommend staying here.

Great location and excellent staff! I mean excellent staff Brian and Michelle were great!

The bed was a bit uncomfortable.

Perfect location. Incredibly helpful and friendly staff.

Nothing

Staff was always helpful and happy, and rooms were clean!