Fairmont Austin

[wild_turkey 3154]

We came to Austin for the game and it was a coin flip between here and Zaza. We ended up on Fairmont because our credit card offered a $100 resort credit and free breakfast.

 

Friday was fine. Saturday is a fucking shit show. A water main broke around floor 7 and took out some power, wifi, elevators, and AC. We are on floor 30. Everyone has to use service elevators because the normal elevators are nonfunctional, so there’s a ~45 minute wait for service elevators. At one point, we took the stairs to our room on floor 30 because it was faster. We said fuck it and went to dinner and drinks, but now we’re back and our room is ~78F to sleep and can’t get any cooler.

 

What’s the response here? Ask for everything to be comped? I don’t know what’s reasonable in this situation.

[shadow_operative2.0 15879]

Saw this on Insta earlier, good times. 

 

 

[immamac 42722]

That's pretty fucking unacceptable. I would ask for a full refund 

[wild_turkey 3154]

Room was roughly 80 degrees all night. Everyone is still using service elevators this morning which is slooow.

We were originally planning to stay until tomorrow but we can’t deal with that any longer. We considered leaving yesterday but after drinking at the game and then dinner, we didn’t want to drive, so leaving was not an option and we hoped it would get worked out. Obviously not.

I get that problems happen and no one can help that, but we’ve had zero communication from the hotel on this. They could at least send out an email to all guests explaining what happened, a timeline for fixing it, some kind of compensation or credit for a stay, etc. They’ve said nothing.

I suppose we’ll check out and ask for a full comp of the room and all charges.

[Wally Pryor 5252]

Full credit and comped nights for the future. Go to the hotel GM if you have to. Ultimately, you'll get what you want if you keep rattling cages. 

[royiv 9177]

55 minutes ago, Wally Pryor said:

Full credit and comped nights for the future. Go to the hotel GM if you have to. Ultimately, you'll get what you want if you keep rattling cages. 

Why would anyone want comped nights in the future after this kind of fiasco. Fuck staying there again. It’s not like there’s not a lot of great hotels in Austin.

[jimmyjazz 45626]

Yeah, a full refund is the answer at a minimum.  A free night or two at one of their sister hotels might not hurt, but good luck getting that.

[Horns629 3]

3 hours ago, wild_turkey said:

Room was roughly 80 degrees all night. Everyone is still using service elevators this morning which is slooow.

We were originally planning to stay until tomorrow but we can’t deal with that any longer. We considered leaving yesterday but after drinking at the game and then dinner, we didn’t want to drive, so leaving was not an option and we hoped it would get worked out. Obviously not.

I get that problems happen and no one can help that, but we’ve had zero communication from the hotel on this. They could at least send out an email to all guests explaining what happened, a timeline for fixing it, some kind of compensation or credit for a stay, etc. They’ve said nothing.

I suppose we’ll check out and ask for a full comp of the room and all charges.

Well, what was the result? I gotta go deal with them about it as well. Front desk always has a long ass line…..Climbed 20 flights of stairs 3 times yesterday plus going down and the hot room. 

[wild_turkey 3154]

Not sure yet. We checked out and I didn’t want to take it out entirely on the front desk girl because it’s not her fault and she looked tired. She offered to move us rooms but I said no to that.

Since I booked through Chase, she said to go through them to request a refund. She put a note on our bill that we were leaving early and not to penalize us. Chase is usually pretty good about resolving problems, so we’ll see, but I’ll ask them for a full refund.

She started to tell me about valet charges ($62/night) and I said I would rather not pay for that and she took it off without any pushback. She didn’t say anything about the food and drinks we charged at the pool, roughly $250 total but $100 was already comped in our stay. I’m not sure if that balance will get billed later or if their system is so messed up they don’t even know who charged what. My only concern is that the pool servers won’t get the tips that we left. Oh well.

[Horns629 3]

11 minutes ago, wild_turkey said:

Not sure yet. We checked out and I didn’t want to take it out entirely on the front desk girl because it’s not her fault and she looked tired. She offered to move us rooms but I said no to that.

Since I booked through Chase, she said to go through them to request a refund. She put a note on our bill that we were leaving early and not to penalize us. Chase is usually pretty good about resolving problems, so we’ll see, but I’ll ask them for a full refund.

She started to tell me about valet charges ($62/night) and I said I would rather not pay for that and she took it off without any pushback. She didn’t say anything about the food and drinks we charged at the pool, roughly $250 total but $100 was already comped in our stay. I’m not sure if that balance will get billed later or if their system is so messed up they don’t even know who charged what. My only concern is that the pool servers won’t get the tips that we left. Oh well.

Got ya. Yea I felt bad for the workers yesterday. Sucked for them I’m sure. 
 

I booked directly through fairmont and did the longhorn fan package so self-parking is supposed to be free but I hear that’s usually a mess when leaving garage.

Id be satisfied if they comp last night and give me a 2 night stay in future (concert I want to go to next month haha)

I paid for $100 food/beverage credit. I brought crown so still haven’t used that up yet with the resort fee credit

[Macanudo 12945]

1 hour ago, royiv said:

Why would anyone want comped nights in the future after this kind of fiasco. Fuck staying there again. It’s not like there’s not a lot of great hotels in Austin.

You don't want a comp from the Fairmont Austin.  You want a comp for any Fairmont.

I had something similar happen at a hotel years ago and wrote to corporate office.   I got a weekend stay at any hotel in the chain.   

[closetojumping 62275]

I just rec’d this place to people based off of prior stays. This experience sounds like it sucked, but it’s normally one of the best options in town. Damn. 

[immamac 42722]

Reading this thread is infuriating. The hotel is usually great. I get that a catastrophic failure results in a lot of unintended things, but it's the hotels responsibility to make it right. Chargeback through chase is not the right way to do this. 

[Wally Pryor 5252]

17 hours ago, Macanudo said:

You don't want a comp from the Fairmont Austin.  You want a comp for any Fairmont.

I had something similar happen at a hotel years ago and wrote to corporate office.   I got a weekend stay at any hotel in the chain.   

Yeah, this. Take comped nights at a Fairmont property in a heartbeat.

Plenty of leverage in this situation. You just keep making calls until you get the right answer, and you will.

[wild_turkey 3154]

Reading this thread is infuriating. The hotel is usually great. I get that a catastrophic failure results in a lot of unintended things, but it's the hotels responsibility to make it right. Chargeback through chase is not the right way to do this. 

That’s the frustrating thing. We’ve stayed at a variety of downtown hotels (Van Zandt, LINE, South Congress Hotel) and there are things we like about all of them, but our initial impression of Fairmont was that it was overall better and also the best option if we want to take our kid for a weekend.

Now I’m conflicted. I hate to write them off over a disaster they didn’t cause, but I’m annoyed at their lack of response.

[Horns629 3]

4 hours ago, wild_turkey said:

That’s the frustrating thing. We’ve stayed at a variety of downtown hotels (Van Zandt, LINE, South Congress Hotel) and there are things we like about all of them, but our initial impression of Fairmont was that it was overall better and also the best option if we want to take our kid for a weekend.

Now I’m conflicted. I hate to write them off over a disaster they didn’t cause, but I’m annoyed at their lack of response.

I talked to front desk yesterday and they offered like $165ish off or one comp night. I reluctantly took the future comp night.

 

We checked out this morning and still that was their only offer. Got home today and somebody called to get my mailing address and see if I was satisfied with the situation. I politely said no, I would be if I got a 2nd comp night in which he immediately said no prob I can do that. 
 

It is what it is. Prob could have pushed and got more but got a future free wkd out of it and didn’t have to raise the blood pressure. 

[wild_turkey 3154]

I got similar. 2 comped nights in the future plus it seems all my incidentals from this stay were comped. They were willing to refund my stay but since I paid with Chase points and not dollars, there was no good mechanism to refund those points. I feel like the solution was fair.

[Horns629 3]

18 minutes ago, wild_turkey said:

I got similar. 2 comped nights in the future plus it seems all my incidentals from this stay were comped. They were willing to refund my stay but since I paid with Chase points and not dollars, there was no good mechanism to refund those points. I feel like the solution was fair.

Fair enough

[Pato del Muerto 52393]

Demand 2 comped nights on uga/f1 weekend and then sell them. 
 

fairmont is like a 2 year old building? 5?

[royiv 9177]

6 minutes ago, Pato del Muerto said:

Demand 2 comped nights on uga/f1 weekend and then sell them. 
 

fairmont is like a 2 year old building? 5?

Opened in 2018. Was supposed to open on 2017, but they had a major leak prior to opening that delayed completion of the building. Sounds like a pattern of faulty plumbing work. 

[Larry T. Spider 1746]

The hotel is also in massive debt. This isn’t going to help.

[Underdog 28482]

9 minutes ago, royiv said:

Opened in 2018. Was supposed to open on 2017, but they had a major leak prior to opening that delayed completion of the building. Sounds like a pattern of faulty plumbing work. 

They should’ve called @Steel Shank to lay some pipe and they’d have no plumbing issues. 

[Post Oak 20191]

Haha

 

[TexasEx 1667]

This normally is a fantastic place to stay. Upgrade to the gold rooms and enjoy breakfast, afternoon canapés and evening drinks and snacks. Our kids have not stopped talking about the afternoon candy bar since we stayed there. Hope they sort this out because it is a great property. 

[Steel Shank 9416]

2 hours ago, Underdog said:

They should’ve called @Steel Shank to lay some pipe and they’d have no plumbing issues. 

Underdog, you know me all too well. 

 

Have pipe. Will travel.

[SydneyCarton 47936]

Some prick I know just passionately reccomended this place to my wife and I. What a fucking asshole.