Fairmont Vancouver Airport

Some of my favorite Fairmont rooms, having stayed at many different Fairmonts the rooms are spacious, the bathtubs are amazing! Restaurant was a bit of a letdown in comparison to other Fairmont Hotel, restaurants and lounges, the restaurant could use a facelift. It seems very dated. Food was just okay for dinner. Everything seemed to have an overly charred taste to it. Cocktails were also a letdown in comparison to the other Fairmont locations, cocktails were uninteresting, and poorly balanced in flavor. Also enjoyed breakfast. Breakfast was more enjoyable. Things were well cooked and they have a dedicated gluten-free fryer.

Disappointment has now turned into sadness. My daughter and I have been going to the Fairmont at YVR for Afternoon Tea twice a year for the last 5 years. My daughter has Celiac Disease and they offer a gluten free option for her which has been very impressive and which she really appreciates. On December 17, my daughter and I set out to the airport to share some time together for Afternoon Tea. We were served our tea to start and the server mentioned that our tiers would be ready in 10 minutes as they are making fresh scones. We assured her that we would have no trouble waiting for fresh scones. The scones came and we were excited to try them. My daughter tried to cut into her scone and it was like a rock. The knife was not making a dent. These were clearly not freshly made. We didn't see our server, so we let a host know. He was very apologetic and took it back to get fresh ones. He returned later to let us know it would be another 10 minutes as they were making my daughter fresh scones. I sat there not wanting to eat without my daughter and when hers returned my scones were cold. The server didn't acknowledge this at all. I believe that afternoon tea is supposed to be enjoyed together. My daughters scones were freshly made but were more like cheese puffs than scones and looked nothing like the scones that are normally served to us. Our server never apologized for this situation and we left. I was still quite upset so I wrote an email sharing my experience to the Fairmont the next day on December 18 but never heard a response. I re-sent my email on December 22, acknowledging the busy season, but again no response. I finally decided to call on December 30th and a kind host for the afternoon mentioned that she was going to pass this information onto the manager, who was in a meeting. I didn't hear anything, so I called January 2nd and talked to yet another lovely host and she said she would let the manager know. Both times, I left my email and cell number. Again, no response. I called one last time on January 4th and another lovely host took down all of the information and contact number again, and said she would talk with the manager after they got out of their meeting and that they would call me. My hope has diminished. Today is January 7th, and I haven't received any call or email ever. My disappointment has now turned into sadness. I am sad that no one ever took the time to reach out and acknowledge our experience. It is difficult to now know what our experience will be if we return for Afternoon Tea again.