I've stayed at the Fairmont Miramar for the 7th or 8th time. I like the hotel, its location, its style, and the memories I've made there over the year, but I can't help feeling that the service is not as great as it should be, that there are too many hidden and annoying fees, and as an ALL Diamond member that they could do better in ensuring a smooth experience for their loyal customers.
The Good:
I like the Fairmont Miramar. It's excellently located in beautiful Santa Monica, occupying a full block between Ocean avenue to the south west, Wilshire to the southeast, California to the northwest, and 2nd street to the northeast. In other words, it is directly on the ocean promenade and just a block or so away from 3rd street.
The hotel comprises two very different buildings - the historic palisades wing is well over 100 years old and has a lot of charm, and the tower was built over 65 years ago and has balconies in each room and great views. There are also several bungalows , a smallish but well maintained swimming pool, as well as gym, restaurant, bar, cafe, shops, and a nice garden and trees (the tree in front of the entrance is an impressive giant of more than 150 years of age!).
The Palisades building is 6 stories high facing either towards the ocean or towards 2nd street, whilst the tower is 10 stories high and orthogonal to it, with rooms facing either towards Malibu or towards the Santa Monica city centre and pier.
Personally, I like the rooms. They are well designed and comfortable. I've only ever stayed in the tower so can't speak much of the palisades building though I've seen a couple of rooms there (and was initially booked there this time!). A lot of people may prefer the palisades building for its wooden floors, warm tones, and more classic feel, but I actually like the tower with some 1950s design furniture, minimalist decor and balconies that are perfect to enjoy one's morning espresso.
The rooms in the towers have nespresso machines, mini fridge, and comfortable furniture.
The Fig restaurant has good food though it is fairly expensive.
The not so great:
So with great location, nice rooms, nice views, and a pleasant swimming pool, I always want to love the place, but I still think that the service is simply not as good as it should be.
I stayed there as an ALL diamond member booking direct on the Accor website. I've stayed at the hotel at least 7 or 8 times, they had my diamond number since I booked direct, and I wrote to them to mention my ETA a couple of hours before normal check in time, explain I was a return guest, and specify my room preferences.
Not only did I never receive an answer, but clearly when I checked in, it was as though I had not bothered. I was asked if it was my first time at the hotel, and was told that the room was not ready. I was acknowledged as diamond member and the check in agent mentioned but offered a room without an upgrade. I knew the category above mine was widely available and asked if there was no possibility of the upgrade., The check in agent said he would check, and offered the upgrade without issue.
So in practice, it was all sorted, but frankly, I don't like to ask and don't think one should need to. With diamond status mentioning upgrades subject to availability, when the hotel knows they are hosting a diamond member, they should just check if an upgrade is available (as was the case here) and if so just organising it pro-actively without the customer needing to begfor it as though we were asking some big privilege.
The check in agent also kindly said he would send a diamond amenity to my room - mentioning a bottle of wine (he asked if I'd prefer red or white which was nice) and some macarons. I thanked him for it... but it wasn't delivered. So the next day, I went back to reception and mentioned that I had been told I'd receive the amenity but that none had come. New receptionist asked for it again, and this time it came later in the afternoon, but as above, I just don't think we should need to ask.
Similarly, I received turndown service one evening but not the other.
I had booked a room package with breakfast included. In practice, this translates as a $120 credit per room each day and I was told I could use it in the restaurant or room service which is nice. Since I had a nice room, I decided for the latter both days, but found out upon check out that they still charge the tray charge even when you stay below the $120 mark. No big deal, but it just feels a bit mean especially when told you can choose to have your breakfast as room service. Also, in practice, $120 will buy you two hot dishes and two coffees (no sides, juices, etc). The hotel then proceeds to add a $6.50 tray charge, 20% service, 5% administrative charge (whatever), and 11.25% tax and your $80 has become 120...
Even pettier, due to flight issues, I made a couple of calls to my airline on a 1800 toll free number. Those calls are charged by the hotel as "long distance calls" even though they cost them nothing. I checked with reception when I saw this on the final folio,. but was told that as soon as a call is made out, whether national, local or toll free, they charge. I wasn't going to blame the messenger but I think that it is a somewhat petty policy.
In fact, I find it all the more shocking that the hotel charges a ridiculous $50+tax daily "urban experience fee". I'm sure they will say that this is to cover the nespresso pods and water refill station, but it so happens those things were always offered without needing to pay a resort fee for it before those fees were introduced, and to be charged that for the hotel to not even let you use the phone to make a 1800 call without charging you for something that costs them nothing is pretty annoying.
So that's the source of the mixed feelings. I really like the hotel, its location, its charm, its views, and the memories I've made there, but I find service somewhat underwhelming for a self-claimed luxury hotel and those small fees quite annoying.
