Welcome toFairmont Chateau Whistler

Brian

Reviewed 2024-11-27

Amazing property with terrific staff make for a wonderful stay

We had an amazing weekend up at the Chateau Whistler. We stayed on the Gold floor and the staff certainly went out of their way to make sure we were very welcomed and had everything we needed. The food in the Gold Lounge is terrific. The one thing that stood out is really how friendly and accommodating the staff are throughout the entire property.

Mike

Reviewed 2024-11-27

Well located, front desk staff very helpful and friendly

Our stay was 4 nights for my partners 30th. Her family made the trip over from Australian to celebrate with us. Everyone of the staff were super helpful. Tanay on front desk welcomed us and went above and beyond during every interaction. We couldn’t be happier

Evelyn H.

Reviewed 2024-11-27

Fairmont Whistler

Gary

Reviewed 2024-11-27

Great stay

We had a nice getaway from Vancouver. This was our first time staying in the Fairmont gold floor at Whistler. We were treated so well and the service was amazing.

Dayna

Reviewed 2024-11-26

Amazing stay!

From when we arrived to when we left we had the most amazing customer service! I regretfully forget the name of the guy that checked us in at the front desk but he was wonderful! Most joyful and helpful customer service I’ve received in years. Thank you!

Tajaca

Reviewed 2024-11-26

Great stay

Exceptional, Birthday celebration, everyone was very engaging and nice

Unknown

Reviewed 2024-11-23

excellent

enjoyed the pool, sauna, steam room. great service and staff

Waheeda B.

Reviewed 2024-11-22

Multiple challenges

Our recent stay at the Fairmont Chateau Whistler was a sharp contrast to the flawless experience we had in June. Although the hotel was not busy during the first part of our eight-day stay, many of our interactions with staff felt rushed. It wasn’t that employees were overtly rude or impatient, but their hurried tone and responses gave the impression they were preoccupied, as if trying to move on to the next task. This left me feeling uncomfortable and hesitant to fully express my needs, as I felt like I was inconveniencing them. We’ve recently become very loyal to Fairmont, with the Chateau Whistler being a favorite due to the exceptional service we've experienced in the past. However, this stay has caused us to question that loyalty. The most disappointing aspect of our visit was the in-room dining experience. The food quality was subpar—particularly the breakfast potatoes, which were often cold and unappetizing by the time they arrived. Special requests were frequently overlooked, and on one occasion, a simple order of toast had to be corrected twice. That said, the in-room dining staff were patient and kind, showing genuine care, which I greatly appreciated. I strongly encourage a review of your in-room dining offerings, particularly the breakfast potatoes. These should be a highlight of the meal and are one of the easiest items to prepare well. Another incident occurred during breakfast at the Wildflower restaurant. We were excited to enjoy the buffet, but due to low occupancy at the hotel, the buffet was only offered as a "buffet at your table" option. My husband opted for this, but I did not, and I tried to explain this to our server. Unfortunately, her rushed demeanor made communication difficult, and she didn’t seem to listen. When we received our bill, we were charged for two buffets. While the $10 difference wasn’t significant, it felt frustrating, and we decided not to mention it at the time. I only brought it up later when the hotel reached out to discuss the issues during our stay, offering it as feedback. Interactions with the concierge were also less than satisfactory. Typically, the concierge staff are extremely helpful, but during this stay, I sensed the same rushed demeanor. For instance, I inquired about the Cornucopia pop-up at the Mexican restaurant, but before I could finish my question, the concierge abruptly said, “I can’t book that. You have to go on the website.” While I understand they may not have been able to book it directly, the response felt dismissive and unhelpful. A more thoughtful approach, such as providing information about the event and offering guidance to access the website, would have felt much more seamless and appropriate—especially given that the event was on your property. Another significant issue was a startling intrusion into our room. A maintenance worker entered after only a single knock, without waiting for a response. At the time, I was not dressed and had to retreat to another area of the suite while my husband addressed the situation. It turned out the worker was trying to access a different room. This lack of attention to basic protocol—knocking properly and verifying the correct room—was deeply unsettling and unacceptable. Lastly, I was disappointed by the lack of effort regarding our room upgrade. As a loyal guest with status, I had expected a meaningful upgrade if the hotel was not fully booked, as was the case during our June stay when we were treated like royalty. That experience left such a strong impression that I encouraged my entire family to begin building their status with Fairmont. This time, however, the upgrade was minimal and only occurred after I specifically requested it. It felt more like an afterthought than a genuine effort to elevate our experience. On a positive note, on the third day of our stay, someone from the front desk leadership called our room to sincerely apologize for the issues we had experienced. She genuinely seemed to care about making things right, and I truly appreciated that. She was also the same person who checked me out at the end of our stay, and her heartfelt apology, along with her promise that our next visit would be better, made a significant difference to me. It helped me feel somewhat better about the situation and demonstrated a level of care that I value deeply. I hesitate to leave reviews like this because I don’t want to come across as a difficult guest. I recognize that many team members tried to address the issues, and I appreciated their efforts, including gestures such as comped items. In fact, I wasn’t planning to submit this feedback until your email encouraging reviews prompted me to share my experience. I am offering this feedback not to criticize anyone but to highlight opportunities for improvement. As someone who also owns a hospitality business, I understand how valuable constructive feedback can be. In summary, while there were moments of kindness—such as the attentiveness of the in-room dining staff and the genuine efforts of your front desk leadership—this stay fell short of the high standards I’ve come to associate with Fairmont Chateau Whistler. I hope these issues can be addressed to restore the seamless, welcoming, and elevated service that earned our loyalty in the past.

Unknown

Reviewed 2024-11-22

Exceptional service, food and amenities

We had one of our best family getaways to date. The staff was so friendly and accommodating, the food was delicious and we loved the pool and workout facilities. The room was beautifully designed and included some thoughtful details.

Derrick H.

Reviewed 2024-11-21

Dear Fairmont Team, I’d like to share some feedback about our recent stay, as it was not up to the standard we’ve come to expect from Fairmont. I invited my family to join us this time, and unfortunately, their experience fell short in several ways: • Their room was missing essential items like soap, robes, and slippers. We waited for 3 hours before the robes and slippers were delivered. Soap was delivered the following day. • An alarm went off in their room at 1 a.m., and wouldn’t shut off for the next hour. My family’s sleep was disrupted. • Check-in was delayed despite specifying a check-in time, which created a false sense of reliability. • we had two rooms, and we were given keys to open both sets of doors and none of them could open both sets. • one of rooms was also charged in-room dining service. This was just the last thing we needed as we were forced to go to the front desk to check out. • we were told a manager would come talk to us and they never came. There may have been other issues I’m not recalling at the moment, but these stand out as particularly disappointing. We’ve always appreciated the exceptional service at Fairmont, which is why this experience was so unexpected. I’d appreciate it if you could share how these concerns will be addressed as I am not sure I want to visit again. Thank you for your attention to this matter. I apologize for the time it took me to write this. But I wanted to be sure I remained objective in my disappointment. Best regards,