Fairmont Royal Pavilion

Hi, this took me a while but it is never too late to speak of a good thing. My sister's birthday was on June 26th, and I wanted to treat her to something nice. I contacted Fairmont and received excellent service from my first call to Michael who made the reservation for three of us, as my daughter joined in the celebration. From the time we entered the property, we were warmly greeted by staff along the way, from the gateman to the gardener to the housekeeping lady who directed us where we should go. The atmosphere was very relaxing, and the breakfast selection was wide and tasty. to top it off, the staff, Sabrina and Shereece were very attentive and made sure we were well taken care of. We will certainly be back and will tell our friends about this lovely venue. A staycation is on the cards! thanks agaib to the wonderful staff, especially Michael -management, and Sabrina and Shereece in the restaurant. Read less

I am writing to share our recent experience during our stay at your property, where we booked two interconnecting Oceanfront Suites — the most premium accommodations available — with high expectations of a luxurious and relaxing visit. Unfortunately, the experience from start to finish was deeply frustrating and disappointing. As a frequent traveler who has stayed at numerous Accor properties — along with other leading luxury and business hotel brands around the world — I hold a strong appreciation for quality service and hospitality. Regrettably, what we encountered at the Fairmont Royal Pavilion fell well below even the most basic expectations. Check-in experience: After a long-haul flight, we arrived at the hotel (via their own airport pickup service), only to endure a slow, tedious check-in process. Once finally completed, we were asked to sit and wait for the butler to arrive and take us to our rooms. At this price point, and after such a journey, it’s unacceptable to be left sitting in the lobby because internal coordination is so poor. Surely if the hotel arranged our transfer, they knew when we were arriving and could’ve had the butler ready to greet us. It was an early sign of how the rest of the stay would unfold — disorganized, impersonal, and far from five-star. Rooms: - One of our suite doors did not open with a key till the last day of our stay. Despite repeated maintenance visits, the issue was never resolved, and we had to repeatedly explain the same problem. Even the housekeeping had to enter through the other room and butlers through the back door. - Each evening, we encountered drain flies and/or wasps in the bathroom. When flagged, the hotel dismissed it as “seasonal.” We were traveling with a young child and had to clear the insects every night ourselves before using to avoid the risk of stings. - Several power sockets did not work for basic amenities like the coffee machine and kettle. Even after supposed repairs, we had to use them on the floor to get them to function. - The air conditioning unit was poorly installed/maintained and leaked water onto the floor, causing us to trip multiple times. - Despite our request for twin beds for our teenage daughters in one of the rooms, we were told it was not possible, leaving one of them to sleep on an uncomfortable sofa bed. - Turn-down service was inconsistent — used coffee cups were not replaced. Room service trays were left out until the next housekeeping round, sometimes not cleared until late the next day. Facilities & Service: - Breakfast service was disappointing. Staff were disengaged, and we were seated in a corner with no fan “because of your big family,[of 5]” even though the restaurant was empty. - A simple request for a milkshake (banana milk) for our child — which had been accommodated the day before — was refused because “the bar is too far.” A stray cat attacked our 3-year-old under the breakfast table, and no staff offered help or showed concern. - The gym was in poor condition and unsupervised. Despite multiple requests for earlier housekeeping, it consistently arrived at 4pm or later. We shared several of these concerns with the duty manager, Jason, but his disinterested response suggested this feedback was not out of the ordinary. The property appears tired, in need of renovation, and the service culture falls well short of the standards I’ve come to expect from the Fairmont and Accor brands. At nearly £2,000 per night, we expected to feel welcomed, safe, and well cared for. Sadly, we experienced the opposite. I hope you take this feedback seriously and address the issues outlined — for the sake of future guests and the Fairmont brand. Read less

We return year upon year and brought friends this year to see why! From arrival our friends could see …the warm reception , the view from the top floor rooms, spacious balcony and furniture. The attentiveness from the staff is outstanding… St Clair, Andre, Ryan J, Jason, Nicole, Simon, beach club Ryan, Kerry and Carole Ann , and the management, to mention a few. The rooms are very comfortable and housekeeping do an amazing job. Breakfast is very good, lots of choices. Taboras is great evening restaurant and the decking area perfect for pre dinner drinks to watch the sunset. The beach is amazing and plenty of sun beds . Read less