ComplaintsforThe Fairmont Dallas

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter, *************************, booked a stay at the Fairmont Dallas for April 15 2023 for a one night stay. She booked a suite at the hotel to take the **** in a quite environment that could be free of disturbance and distraction. Upon checking in ****** informed the hotel that she would be taking the **** in her room and requested no disturbances and had her Do Not Disturb notice on her door. I, ***************************, had called the hotel the day before and asked the front desk attendant if they could leave here a note that she could get at check in that said "Good Luck on the ****, Love Mom and Dad". I explained she would be taking the **** in her room and that I wanted the note available upon check in so she would not be disturbed. The front desk attendant also let me know that the hotel could offer something to go with the note such as cookies or chocolate covered strawberries for a fee. I liked this idea and they put me in touch with the concierge and I selected to have 5 chocolate covered strawberries available with the note upon check in. I spoke with and emailed the concierge the situation and he understood that I wanted the note and chocolate covered strawberries available at check in so there were not disturbances during the test. The evening of the test, 15 April, I received a call from the concierge letting me know that the hotel staff had been trying to deliver the strawberries since my daughter checked in and been calling the room to try and deliver them since she had checked in. I immediately instructed them to stop trying to deliver them and hold off until the "Do Not Disturb " sign had been removed or my daughter got ahold of them. After the test concluded my daughter called me in tears and let me know that the hotel had been calling, knocking on the door and trying to enter the room during the entire test and that she was so distracted that she probably did poorly on the test. I called the hotel and tried to get a reasonable accomodation.

  Business response

  04/26/2023

  Good afternoon,

  Please see below information that we have regarding this complaint:

  Guest booked reservation via Expedia, and nothing was notated that they are taking **** exam in the hotel room. 

  Father of guest contacted the hotel to arrange delivery of amenity for his daughter. We tried to delivery amenity to the room but there was DND on the door. We tried calling the room but no answer, so we called the father and he informed ** to cancel the amenity. As a gesture, we didn't charge for the amenity.

  Later, the father contacted the hotel upset and frustrated that we interrupted his daughter in the room while she was taking the exam, which resulted in her failing it.

  At check-out, someone who accompanied the guest was upset about the situation that we tried calling the room to get permission to delivery the amenity, thus, we comped the parking for the inconvenience.

  The father contacted the hotel and spoke to upper management expressing his frustration about his daughter failing the exam and blaming the hotel for it. We empathized with the father and decided to remove the room charges and issued refund for the room and tax as a one time courtesy. However, the father was demanding the hotel to pay for the **** exam fees, which we respectfully decline.

  Thank you,

  Customer response

  04/27/2023

  Much of what is contained in the response is only partially true.  Father response below.

  The father contacted the hotel the day before the guest checked in and asked to leave a note stating Good luck on the ****,Love Mom and Dad and requested it be placed in the room before the test began.  In that conversation with the front desk clerk the father stated clearly that the note needed to be in the room prior to check in as the guest was taking the **** in the room and could not be disturbed.  The hotel staff did this properly.  The hotel indicated that the concierge could also leave a small token in the room if I was interested and I indicated I was and the connected me with the concierge, ****************************  The father explained that his daughter was checking into the hotel to take the **** and not be disturbed and that any gifts the father purchased would have to be in the room prior to check in and the concierge indicated that would not be a problem. The father filled out the amenity purchase form and emailed it back with the proper credit card information purchasing 5 chocolate covered strawberries.  In the amenity purchase form it was indicated on the form to have the strawberries available at check in the special instructions and also indicated she was taking the **** on the form.  See attachment of the emailed form.  The hotel called the father after a few hours of trying to deliver the strawberries, which were not ready at check in as requested and let the father know that they had been trying to deliver the strawberries and calling the room but there was a Do Not Disturbsign on the door and no answer on the phone.  The father told the concierge to stop trying to deliver the strawberries until after the test was complete and the guest went down to the front desk.  The father did not ask for the amenity to be cancelled.
  

  After the test was complete the guest called the Father crying and upset and told the Father that the hotel called her room,kept knocking on the door and tried to enter the room during her test.  After this the Father called the concierge upset and complained.  In that conversation the Father insisted that the hotel not charge him for the amenity but make it available given they did not follow any of the instructions provided by the guest or the Father.

  
  The hotel did offer to refund the payment for the room during the last discussion with the Father, but still has not refunded the room charge as they promised.  In addition, the hotel should compensate the guest for the cost of the hotel given the extreme incompetence displayed and poor treatment after the incident.  The father and guest expect a full refund of the room charge and compensation for the cost of the ****.  If the hotel management still declines to do this the father would like to be contacted by the hotel Legal department.

   

• Initial Complaint

  07/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 15, 2022, I discovered a charge to my credit card from the Fairmont Hotel in Dallas, Texas in the amount of $283.40. I did not make a reservation, nor did I stay at the Fairmont Hotel on this day. I immediately called the Fairmont Hotel, and spoke with a lady in the accounting dept. She informed me she was not able to help me with this issue and referred me to a lady by the name of Holly White. After attempting to contact Holly, multiple times on July 15, and July 16, I was unable to reach her, multiple messages were left to return my phone call about this important matter. I did not authorize anyone on my behalf to make this charge at the Fairmont hotel. This is a fraudulent charge. I have attached a screen shot of the charge that was placed on my card.

  Business response

  09/07/2022

  Business Response /* (1000, 7, 2022/08/10) */ Good Evening, After investigating, a refund was made on July 18, 2022 for the amount of $283.40 to Mastercard ending in 0912. Upon speaking with Finance, we do not have any records of card from screenshot (Mastercard ending in 5188) being charged on our end. Director of Rooms George Sous attempted to contact to explain, but there was no answer. Consumer Response /* (2000, 9, 2022/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) In regards to the hotel response they have no screenshot of the MasterCard. So why was the card charged the amount yes it has been returned and I appreciate that minute my reason is why was my card even charged that's what I don't understand I should not of had to have to go through this or deal with this in any form or fashion because you had no reason and he said you don't even have a screenshot of my card so why was it charged makes no sense to me

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