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Business Profile

Hotels

Fairmont Hotels & Resorts Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Fairmont Hotels & Resorts Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Fairmont Hotels & Resorts Inc has 2 locations, listed below.

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    • Fairmont Hotels & Resorts Inc

      3300 - 155 Wellington St RBC Centre Toronto, ON M5V 0C3

    • Fairmont Hotels & Resorts Inc

      100 Front St W Toronto, ON M5J 1E3

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:19/12/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been continually ignored by Fairmont Hotels *** *** ******* ******* ****** I simply have been asking why my credit card was charged $17 twice after a recent stay. I contacted them through their website, no reply. Several times, I contacted *** ****** ****** ***** ************************* to ask why my credit card was charged $17.39 twice. no reply. They are ignoring me for some bizarre reason. RE: my stay Nov.8th, it appears they have double charged me. Looking for an explanation and reimbursement if applicable. On Nov.10th, there appears a charge of $17.39 on my credit card and I just got a notice two weeks ago of a charge for $17.39.

    • Initial Complaint

      Date:19/09/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 26 2021 I purchased an egift card from Fairmont Hotels for $1,000 on my **********. I also received a 20% bonus egift card of $200 from them as part of their sale promotion.
      On November 26 2021 I purchased an egift card from Fairmont Hotels for $2,000 on my *** **** card. I also received a 20% bonus egift card of $400 from them as part of their sale promotion.
      When I tried to use on of these egift cards to pay for my stay at a Fairmont hotel in July 2022 I was told at check out that the card had zero dollars on it. I asked the hotel to check all four egift cards codes I had received and all four had been zeroed out. Unknown to me as the consumer Fairmont Hotels contracts out the sale and maintenance of their egift cards to a third party company called *******.
      Since that time I have been trying to determined what happened to the money on these egift cards and ******* and Fairmont Hotels have been able to provide little to no support as to who has been able to go into the system and use my codes. Apparently they were used for eretail on the Fairmont website but I cannot get further information. They should have copies of all receipts made on line and purchased with my codes and the addresses the merchandise was shipped to.
      I want to stress that all four of my printed egift cards have been sitting in my safe until I went to use one in July 2022 at the Fairmont Empress Hotel. The ********Fairmont statement that these codes being used fraudulently and was my fault is just not true. I believe that the fraud and data breach has occurred with *******.
      ******* created a ticket # ********** at **************** for this dispute and I finally have a Fairmont Hotel liaison person *** ***** in the Fairmont Hotel Gift Card Administration ************* I would never have purchased these gift cards if I had known they were sold and administered by a third party company. ** and **** fraud departments, my insurance company and the police have all been notified.

    Fairmont Hotels & Resorts Inc is NOT a BBB Accredited Business.

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