Overall, I was dissatisfied with my stay at this property. I stayed for three nights during the jazz festival, so the hotel was fairly busy. Overall, the staff was kind and helpful. The room itself was beautiful and someone from the desk showed me to the room as well as reviewed the amenities which was very nice. The in-room dining food was good and I really enjoyed my dinner at the Jazz club restaurant.
In the early AM the day after I arrived (Sunday morning), I noticed the room was excessively warm and it was due to the in-room air conditioner unit not functioning. I reported this to the woman who brought my breakfast via in-room dining and she stated she would look into it. After 2 hours, I reported that the unit still was not functioning; housekeeping came to help and confirmed it was malfunctioning. She brought a fan to the room (very welcomed!) and stated the engineering staff wasn't on-site until 10am on sundays (understandable) but my room would be first on the list at 10am. I wanted to meet with the engineer, so I waited until 10:40am and the engineer had not yet arrived. Since I wanted to leave and explore the area, I stopped by the front desk to state that the engineer wasn't yet at my room, as scheduled. Per the front desk, the engineer was scheduled to arrive at my room at 12pm as to avoid waking me. While I appreciated the intent, the miscommunication was frustrating. The engineer did come to fix the unit, but later that night I found the unit was leaking water. To be fair, I didn't report the leak until checkout due to my experience during the initial air conditioner issue. The front desk personnel was apologetic for the issue.
There was an incident where I called for in room dining and they stated the person managing the orders was on another call and they would call me back momentarily. They did not return my call after 30-40 minutes, so I called them back and the person I spoke with was unaware that I was waiting for a return call. I ordered food and it came fairly quickly.
While the majority of the staff were very kind, there was one member of the staff that had an elitist attitude and that individual made me feel unwelcome at the hotel. While this person was not typical of the property, the experience with this individual overshadowed other interactions with hotel staff.
On a side note, the daily cost of unlimited in-room entertainment (movies, tv, music) was high.
Overall, the staff did try to make things right when something happened, but there were many issues that occurred during my stay.
Dear Mrs. Eggen,
Thank you for taking the time to tell us about your experience at the Fairmont Le Montreux Palace. I am sorry that your experience did not meet your expectations; please allow me to …
Dear Mrs. Eggen,
Thank you for taking the time to tell us about your experience at the Fairmont Le Montreux Palace. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
At Fairmont, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.
Executive Assistant to the General Manager