Fairmont Hotels Customer Service Issues

Booking reference [redacted] at Fairmont Baku Hotel from August 6th to 10th under the name of Duc. Membership reference is [redacted]. Dear Ms. Tamilla, I appreciate your response and for directing me to the loyalty program contact. I was disappointed with your colleague's response, as they suggested that even though I booked directly with the hotel, upgrading upon check-in based on availability is not guaranteed. As a frequent guest at Fairmont properties for years, I believe loyal customers should receive better treatment. I will be traveling with my children and cannot rely on the chance of an upgrade upon arrival. I have attached my booking confirmation email for reference. I trust you can assist in addressing this matter promptly. Sincerely, Ms. Djamila Duc

As a Fairmont member, I anticipate a certain standard for the rooms. Unfortunately, while staying in Chicago, the room feels more like a Holiday Inn. There is a piece of wood covering part of the wall, making me think it conceals an ironing board, but it actually hides an air conditioner covered in layers of dust that hasn't been cleaned in years, posing a health risk. Despite advertising a Spa, it was closed today, further adding to the disappointment upon seeing the poor state of the facility. I have taken photos and would be willing to share them. I believe I deserve appropriate compensation for this experience. Upon showing these issues to my personal assistant, we considered posting on social media but decided to contact you directly instead. Thank you, Denny