Fairmont Century Plaza Los Angeles at Beverly Hills

“We will never go back to Fairmont again”

Dear Management Team, I am writing to express my profound disappointment with the lack of guest recognition I experienced regarding my current stay. My reservations details were as follows: Original Stay: Wednesday to Friday (Fairmont Gold King Room) Extension: Saturday (Standard King Room, departing Sunday at 5:00 AM) Because we were leaving at 5:00 AM on Sunday and have been out of the hotel for most of the day on Saturday, we did not need Fairmont Gold lounge access for the extension. However, as frequent, loyal guests who always stayed at the Gold level, I submitted a request, weeks prior to our trip, simply asking to remain in the same physical room for the final night to avoid the inconvenience of packing and moving. On the Friday, after an exhausting amount of calls, requests, and back-and-forth, the management team informed me that we cannot stay in the same room unless we paid the higher Gold rate. This was not a matter of affordability; it was a matter of basic customer loyalty, convenience, and respect. Forcing a returning guest to pack up and move to the 8th floor for a matter of a few hours—simply to extract a bit more revenue—shows that Fairmont values short-term profit over long-term guest retention. With the abundance of luxury hotel choices in Los Angeles, we always chose the Fairmont as our primary destination because we expected premium service. Instead, we were treated with a complete lack of flexibility and care. We did comply with the move to the 8th floor for the Saturday stay. However, please be advised that due to this incredibly poor handling of a loyal guest, you have permanently lost our business. We will not be returning to this or any other Fairmont property again.

“Staff”

John is fabulous!! He helped us up with all our bags at check in for 2 rooms. Then later on that night he went out of his way to get my daughter hot tea because she wasn’t feeling well. He even remembered my name and room number.

“John is amazing!”

John is AWESOME. Nicest bellman ever and he was so helpful!!!!!! Above and beyond!

“Great stay”

Had an amazing time Mikey at the pool deck was incredibly helpful, those pool umbrellas aren't light. Mike, the bar manager was attentive in helping with a billing issue. And Nancy at the front desk made our check out swift and friendly.