Fairmont Grand Del Mar
🏨 Hotels & Travel · San Diego
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
poor service, unclean pool area, and unhygienic staff behavior
The hotel is run down, overcrowded, and has confused staff.
Business reply on Google
Thank you for taking the time to share your feedback. We are truly sorry to hear that your experience did not meet your expectations. What you described is not the level of service or atmosphere we strive to provide, and we understand how disappointing this must have been. We would appreciate the opportunity to learn more about your stay and address your concerns directly. At your convenience, please reach out to our Director of Guest Experience, Diana Cortese, at [email protected]. She would welcome the opportunity to discuss your experience and see how we can make things right. We sincerely hope to have the opportunity to restore your confidence in Fairmont Grand Del Mar.
Poor service and sparse food offerings at high price point.
Business reply on Google
Thank you for taking the time to share your feedback with us. First and foremost, we are truly sorry to hear that this year’s Mother’s Day Afternoon Tea did not reflect the level of hospitality and experience you’ve come to expect from Fairmont Grand Del Mar over the years. While we’re grateful you enjoyed the setting, live music, and atmosphere, it’s evident that the service, pacing, and overall attentiveness fell far short of what should have been a relaxed and memorable celebration. Your comments regarding feeling rushed, the timing of service, the presentation of the tea accompaniments, and the overall interaction with the team are deeply concerning and have been shared directly with our leadership team for review. Please know that creating thoughtful, welcoming, and polished experiences is incredibly important to us, and we regret that this was not reflected during your visit. We sincerely appreciate your feedback, as conversations like this help us identify where we failed to meet expectations and where improvements are needed. Thank you again for your many years of support and for giving us the opportunity to hear your perspective.
The hotel food quality is poor relative to the high price.
Business reply on Google
Thank you for sharing your feedback. We regret to learn that the food quality did not meet your expectations.Your comments are valuable as we strive to enhance our offerings.
Staff mishandled a spa appointment error publicly and caused unnecessary stress.
Business reply on Google
Thank you for taking the time to share your feedback regarding your recent stay. I sincerely regret to learn about the unfortunate experience your wife encountered during her spa appointment. It is our goal to provide our guests with exceptional service, and I am disappointed that we fell short in this instance. I appreciate you bringing the misunderstanding regarding the appointment time to our attention. Please be assured that we take such matters seriously and will review our communication processes to enhance the guest experience moving forward. It is concerning to hear that the situation was not handled with the discretion and care that we strive to uphold. Your feedback will be instrumental in training our staff to respond more empathetically in similar situations. While I understand the impact this has had on your overall impression of our resort, I hope that you may consider giving us another opportunity in the future to provide the level of service we are known for. Thank you once again for your valuable insights.
Staff are unhelpful and dismissive toward guest requests.
Business reply on Google
Thank you for sharing your concerns regarding your experience with our staff. It is disappointing to hear that you felt underserved during your stay. We appreciate your feedback.
Hotel failed to honor promised compensation due to availability restrictions
Business reply on Google
Thank you for taking the time to share your experience. We’re truly sorry that we did not fully meet your expectations. We have worked carefully to address your concerns over the last few weeks and remain committed to the invitation to welcome you to the property to show you the warm, seamless experience we strive to provide our guests. We hope to hear back from you on when you wish to redeem this offer so we may work to restore your faith in Fairmont Grand Del Mar.
Multiple room maintenance issues and billing errors were not resolved.
Business reply on Google
Dear Suki, Thank you for taking the time to share your feedback regarding your recent stay. I am the Executive Director at Fairmont Grand Del Mar, overseeing the rooms division. I sincerely apologize for the shortcomings you encountered while here. It is concerning to hear about the multiple issues you experienced. It is our goal to create a welcoming and well-maintained environment for our guests. Please contact me directly, as I am eager to speak with you and make amends. My contact information is as follows. My most humble apologies. Thank you very kindly. Patrick Martin Email: [email protected] Office: 858-314.1990
Poor food quality, disruptive maintenance, and a filthy sofa sleeper.
Business reply on Google
Dear Michael Kilarski, Thank you for taking the time to share your feedback regarding your recent stay with us. We appreciate your compliments about our beautiful grounds and exceptional staff. However, I am truly sorry to hear about the issues you encountered during your visit, particularly with the High Tea experience, the fire alarm incident, and the challenges regarding noise and food options. We strive to provide a five-star experience for all our guests, and it is disheartening to learn that we did not meet your expectations in several areas. Please know that your comments regarding the suite's condition and the food offerings have been noted, and we will use your feedback to enhance our services moving forward. If you would like, please reach out to our director of guest experience [email protected]. Your positive remarks about our pastry chef will be shared with the team, as it is important to recognize exceptional talent. We hope you will consider giving us another opportunity to provide you with the quality experience that you deserve. Sincerely, Fairmont Grand Del Mar
Room availability issues and lack of privacy due to wedding events.
Business reply on Google
Thank you for sharing your feedback. We’re truly sorry to hear about your experience and would like the opportunity to learn more and address your concerns directly. At your convenience, please email our Director of Guest Experience at [email protected] so we can connect with you in more detail. We value your input and hope to have the chance to restore your confidence in us. Best regards, Fairmont Grand Del Mar
Poor service, broken air conditioning, and mishandled fire alarm evacuation.
Business reply on Google
Thank you for sharing your feedback. We’re truly sorry to hear about your experience and would like the opportunity to learn more and address your concerns directly. At your convenience, please email our Director of Guest Experience at [email protected] so we can connect with you in more detail. We value your input and hope to have the chance to restore your confidence in us.
Delayed check-in, room maintenance issues, lack of privacy, and fire alarm.
Business reply on Google
Dear Cassandra Yekani, Thank you for sharing your feedback regarding your recent stay at Fairmont Grand Del Mar. We sincerely apologize for the inconveniences you experienced, particularly regarding your room's readiness upon arrival. We understand how stressful traveling with young children can be, and it is disappointing to hear that we did not meet your expectations in this regard. We also regret that the condition of your room did not meet our usual high standards and that your privacy was compromised by outside events. Your concerns regarding the fire alarm incident are taken seriously, as the safety and comfort of our guests are paramount. We appreciate your comments about the service you received, and we will continue to work on improving our responsiveness and attentiveness to our valued guests. Your feedback is instrumental in helping us enhance our offerings and ensure a better experience for families in the future. Thank you again for your input, and we hope to have the opportunity to welcome you back under better circumstances. Best regards, Fairmont Grand Del Mar
The gate staff member was rude and unprofessional to guests.
Business reply on Google
Dear Jasmine Noghrey, Thank you for sharing your feedback. We’re truly sorry to hear about your experience and would like the opportunity to learn more and address your concerns directly. At your convenience, please email our Director of Guest Experience at [email protected] so we can connect with you in more detail. We value your input and hope to have the chance to restore your confidence in us. Best regards, Fairmont Grand Del Mar
Fire alarm interruption and poor service during a wedding event.
Business reply on Google
Dear Jay Tabibian, Thank you for sharing your feedback regarding your recent experience at our hotel. We deeply regret that your stay coincided with the disruption caused by the fire alarm and that the service did not meet the luxury standards we strive for. We appreciate your input and hope for the opportunity to better serve you in the future. Best regards, Fairmont Grand Del Mar
Loud alarm triggered evacuation with no staff communication or guest follow-up.
Business reply on Google
Dear Bijan Shakibkoo, Thank you for sharing your feedback regarding your recent experience at Fairmont Grand Del Mar during the wedding. We sincerely apologize for the distress caused by the unexpected alarm, and we understand how this impacted your family’s enjoyment of the event. While we prioritize the safety of our guests, we also recognize the importance of clear communication during such incidents. We regret that we fell short in providing the necessary follow-up and support that evening. Your feedback is invaluable as it helps us to reflect on our guest care practices and identify areas for improvement. We appreciate your understanding regarding the nature of emergencies and assure you that your concerns are being taken seriously. Thank you once again for your comments, and we hope to have the opportunity to offer you a more enjoyable experience in the future. Best regards, Fairmont Grand Del Mar
Broken air conditioning and unmanaged emergency evacuation caused guest distress.
Unauthorized credit card charges made after the hotel stay concluded.
Poor service, inadequate staffing, and lack of communication between hotel departments.
Business reply on Google
Dear Drew Hinch, Thank you for sharing your feedback regarding your recent experience at Fairmont Grand Del Mar. We sincerely apologize for the inconveniences you encountered during your stay, as it is our priority to provide exceptional service to all our guests. We understand your concerns about the current in-room dining options and the service delays you experienced. Please know that we are continually working to enhance our offerings and improve communication across departments to ensure a seamless experience for our guests. Your observations are invaluable, and we will take them into consideration as we strive to elevate our service standards. We hope you will reconsider visiting us again, as we are committed to delivering a truly memorable experience. Best regards, Fairmont Grand Del Mar
Hotel staff misplaced guest luggage containing expensive jewelry.
Business reply on Google
Dear Hiten Dave, Thank you for sharing your feedback regarding your recent stay with us. I sincerely apologize for the inconvenience you experienced with the early check-out policy and the mix-up with your baggage. We understand how important your belongings are, and it is concerning to hear about the stress this caused you and your wife. While we strive to accommodate requests whenever feasible, our check-out time is set to ensure a seamless transition for all guests who are set to check in next. I regret that the communication regarding your baggage did not meet our standards. Your experience is invaluable to us, and I assure you that we will take this into consideration for the future. Thank you once again for your comments. Best regards, Fairmont Grand Del Mar
Inadequate staffing, poor service, and excessive noise disrupted the stay.
Business reply on Google
Thank you for taking the time to write this review. We hope to communicate with you directly to discuss any shortcomings during your stay. If you could please email us at [email protected] and we will get you in contact with a member of our executive team to discuss your stay. We hope to hear from you soon.