Claremont Club & Spa, A Fairmont Hotel

Reviews 3

RE

Renee Andrews

BED BUGS. Then they tried to bully me into taking down my review. The hotel is beautiful. The staff is friendly and professional, the restaurant is fantastic, and the view is better. But, BED BUGS. I saw them in my room and managed to smash one. I called the front desk and sat in the hallway for over a half an hour. I called the front desk back, "Yes maam. We didnt forget. Someone is on their way." I asked the two men who came to help me move my things to another room if this had happened before. They just looked at eachother and didnt respond. So theres your answer on that. The room they moved me from was a well-kept historic bedroom that looked like it could be from the movie "Somewhere in Time". The room they moved me TO - without the bed bugs - looked like it came out of "The Shining" if theyd let someone throw shoes at the walls for a few days. The did discount my room down from 400 dollars to 200 and offer me a free stay at a later date. Needless to say, since I dont like hanging out with bed bugs, I declined. I abandoned my suitcase and threw away the clothes I bought, bought a cotton bag at a local health food shop and carried home my flat iron and my wallet, etc. Lovely on the outside - bugs on the inside. UPDATE: So I was contacted by the Claremont Hotel after posting this review. Let me just recap for you since Id hate to bore a reviewer: 1. They first contacted me by email and asked me when a good time would be to talk. They promptly ignored the times I provided and called my cell during my working hours. 2. I was first offered incentives from the hotel. Potential refunds and a complimentary nights stay (second time theyd offered me that). I still have no interest in sleeping with bugs in my bed. 3. The representative got louder and I had quite trouble getting a word in edgewise. He told me they had a report done by a lab on the room and that they werent beg bugs, but a different kind of biting bugs that were in my bed. The bugs he referenced, "carpet beetles" when searched on google, did not resemble AT ALL the bugs I saw in my room. THOSE WERE BED BUGS. The Claremont representative told me it would take an expert to tell the difference. You Google it, then you tell me it takes a genius to tell the difference when youre close enough to smash them. Essentially, when I couldnt be coaxed to take my review down, the person on the phone tried to bully me into taking it down. Well, I wont. I wish someone would have warned me there would be biting bugs in my bed, despite their species or assurance from the staff that they arent so bad.

A

A Private User

Below is the e-mail that I had sent the Paragon Manager, Mr. Ellis, whom I never even got a reply back from!!!! Mr. Ellis, Today I came in to your establishment for a bite to eat. At first, upon entry, I had to literaly walk around for a few minutes and find someone to serve me and when I did find that someone (Stephanie Shugard) she treated me in a very cold and unwelcoming fashion and thats just for starters!! I placed an order for oysters, ahi and a greygoose on the rocks and from the time my order arrived my waiter disappeared and about 20 minutes later as my plates and dishes began amassing and my drink needed to be replenished I looked at Stephanie from afar and said "excuse me miss", she didnt hear the first cry, so I tried again "excuse me Mam" she still did not reply, although I was merely eight feet away from her and finaly as she happened to walk in my direction I said "Mam may I borrow you for a second as I have a concern" and she looks at me with that same snide smurck that Id initialy been greeted with and replies; " I am not up for being borrowed"! I proceeded to explain to her my concern(s) and she, in the utmost unproffesional manner finaly walks up to another waiter and sends him my way. That new waiter explains to me that my initial waiter had left for the day and inturn the new guy had totaly forgotten about me!! Well to add insult to injury my attempt to bring this to the hostess attention was also countered with the utmost unproffessionalism so I approched Stephanie at the end of this fiasco and asked; what exactly is your function here? Because if I cant bring a legitimate concern to your attention without being further insulted! Exactly what kind of behavior is this?? and guess what she says to me: " I sorry, but I have been getting hit on all day"!!!!!!!! Wow, this woman is just full of herself!!! She just thinks that every one is just infactuated by her mere presence! Not so at all!!! As a matter of fact I beg to suggest the opposite but that is not even the point, I just thought that it behooves you to know what happened to me today as this was my experience at the Paragon!!

BE

Bella B.

I went to the Claremont for New Years and surprisingly had the most disrespectful, horrible experience of my life!!! Ive been to the Claremont numerous times, and I was simply shocked by the customer service in the Paragon. The janitor was sweeping while there were people still eating and drinking, and a piece of trash flew, and hit one of my friends in her chest. When we told the janitor that something flew at us from him sweeping, he said it was glass, and chuckled. We asked him to stop sweeping by our table, and even brought this matter to the Bar Manager that said his name was Danny. The Manager and staff were extremely rude and disrespectful about it and did not even take the time to find out what happened or if she was ok or anything. I was totally shocked! I have never seen this type of behavior from staff at the claremont in all the years Ive been a customer. The language and behavior was totally unacceptable on behalf of the Staff that was there last night. I let the Manager know that I was shocked at the way he was handling the situation, and he said it was because he had a long night. Having a long night is not an excuse for horrible customer service, especially in a circumstance like this where the janitor is standing there and said that he did sweep glass across the room, and it hit someone in their chest. What if it would have hit her in the eye? There should have been better care taken in this matter, and I tried to suggest this to him so he could correct it, but then he just started yelling "Get out" to everyone. The bar manager was extremely rude!!!! I will be writing a review about this on yelp too and reporting them to the Better Business Bureau. Everyone that knows me knows that I take customer service very seriously. I appreciate the good, and bad customer service will not be tolerated! That manager could have taken a few moments to make sure she was ok and that would have been the end of it. Its really too bad because the Claremont was one of my favorite places in the bay area, and I have always had great experiences until I saw that behavior last night.

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