Christine C. Sent on 19/06/2023
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Quality of service
1.0 out of 5 rating
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Response time
1.0 out of 5 rating
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Professionalism
1.0 out of 5 rating
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Value
1.0 out of 5 rating
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Flexibility
1.0 out of 5 rating
Sounds of Wedding Joy unacceptable
Intimate wedding (60 People) St. Stephens Hall. Windows were shut repeatedly to contain “noise” which was typical wedding Top 40 songs. Children were at the event so it was not loud; but it became uncomfortable hot during the dancing. At 10-12 minutes to close of event. DJ announced “last three songs to wish the newly weds off. Last song was “Piano Man” when the bride and groom embraced everyone circling them, thanking them for coming. With one chorus left, the DJ was instructed by the Venue that the music be shut off instantly. Most of us didn’t quite understand what was happening and sang the last chorus of the well-known song as the couple said their last goodbyes. Shayna Mann, Manager-on-Duty promptly starting shouting at people to “Be quiet!” She actually poked at least two guests who were perplexed at her request and actions. Apparently, she was upset that the DJ would not turn down the music as she asked him to throughout the event because the guests “directly above us” were complaining. This occurred literally 40 seconds past midnight. It wasn’t even 12:01 am and the Manager cuts off the Bride & Groom in the middle of a good-bye song to 60 people who had traveled internationally to share this day with them? Then assaults people who have the gall to keep singing for the extra 40 seconds? UNACCEPTABLE ANYWHERE but at at Fairmont hotel, which built its brand on luxury experiences??
This hotel has 740 rooms. Why put them directly above a function? Why have a function at all if the normal timbre of a wedding is disruptive? Why have the function go to midnight if you’d prefer quiet after 9pm? There was no drunken rowdiness at this family function; no tension or fights among guests. Just dancing, laughing people. When our group went to the bar next door that was open until 1AM to finish a proper good-bye, we were told “last call was at 12:15”. When others in the bar were served, the staff admitted that Ms. Mann told them “anyone from the wedding would not be served”. This was clearly a punitive action as many people didn’t even want more alcohol; we just wanted to end the wedding on a good note for the Bride & Groom. More than one guest had stayed at the hotel the night before and experienced “wedding sounds” until well after midnight without complaint. It’s kind of what you expect when you stay at a place that is popular with brides, mostly because of the awesome views of the Mountains of Banff. But other venues have the same views, are much less expensive; we had functions the previous two nights, one at the High Rollers Bowling Alley and another at the Three Bears Brewery with no issues (would recommend!). While these are not wedding venues, there are several lovely hotels within walking distance of these places that offer weddings and seem to be able to make everyone happy. I will say the food at the wedding was outstanding and the actual staff who served us were great. At the direction of Ms. Mann, the apologetic serving staff were put in awkward positions because if we were unruly, usually staff is just as annoyed as Management. This was not the case. Even other managers who tried to “meet in the middle” maybe just giving the Bride & Groom a champagne toast were interfered with by Ms.Mann who kept interrupting anyone who was trying to quell the situation. I’m not sure why this woman is in hospitality because it is clearly not her forte. De-escalation of experiences of unhappy guests is the Managers first responsibility. You’d think at a Fairmont property, this would be Guest Relations 101. Fairmont Brand has been ruined for my family and many of us (including Gold members) have decided to take their loyalty elsewhere. This is unfortunate but a wedding is a once-in-a-lifetime day; brides talk and no one wants to have their day intentionally ruined by a Manager with a vendetta. It’s too late for us but for future Brides & Grooms, be warned. For Fairmont, if this is how your staff is trained; if they can’t satisfy people with different needs at the same time, I’d suggest not hiring people like Ms. Mann for a hotel with 739 rooms. A three- bedroom bed and breakfast is more closely aligned with her skill set.
Intimate wedding (60 People) St. Stephens Hall. Windows were shut repeatedly to contain “noise” which was typical wedding Top 40 songs. Children were at the event so it was not loud; but it became uncomfortable hot during the dancing. At 10-12 minutes to close of event. DJ announced “last three songs to wish the newly weds off. Last song was “Piano Man” when the bride and groom embraced everyone circling them, thanking them for coming. With one chorus left, the DJ was instructed by the Venue that the music be shut off instantly. Most of us didn’t quite understand what was happening and sang the last chorus of the well-known song as the couple said their last goodbyes. Shayna Mann, Manager-on-Duty promptly starting shouting at people to “Be quiet!” She actually poked at least two guests who were perplexed at her request and actions. Apparently, she was upset that the DJ would not turn down the music as she asked him to throughout the event because the guests “directly above us” were complaining. This occurred literally 40 seconds past midnight. It wasn’t even 12:01 am and the Manager cuts off the Bride & Groom in the middle of a good-bye song to 60 people who had traveled internationally to share this day with them? Then assaults people who have the gall to keep singing for the extra 40 seconds? UNACCEPTABLE ANYWHERE but at at Fairmont hotel, which built its brand on luxury experiences??
This hotel has 740 rooms. Why put them directly above a function? Why have a function at all if the normal timbre of a wedding is disruptive? Why have the function go to midnight if you’d prefer quiet after 9pm? There was no drunken rowdiness at this family function; no tension or fights among guests. Just dancing, laughing people. When our group went to the bar next door that was open until 1AM to finish a proper good-bye, we were told “last call was at 12:15”. When others in the bar were served, the staff admitted that Ms. Mann told them “anyone from the wedding would not be served”. This was clearly a punitive action as many people didn’t even want more alcohol; we just wanted to end the wedding on a good note for the Bride & Groom. More than one guest had stayed at the hotel the night before and experienced “wedding sounds” until well after midnight without complaint. It’s kind of what you expect when you stay at a place that is popular with brides, mostly because of the awesome views of the Mountains of Banff. But other venues have the same views, are much less expensive; we had functions the previous two nights, one at the High Rollers Bowling Alley and another at the Three Bears Brewery with no issues (would recommend!). While these are not wedding venues, there are several lovely hotels within walking distance of these places that offer weddings and seem to be able to make everyone happy. I will say the food at the wedding was outstanding and the actual staff who served us were great. At the direction of Ms. Mann, the apologetic serving staff were put in awkward positions because if we were unruly, usually staff is just as annoyed as Management. This was not the case. Even other managers who tried to “meet in the middle” maybe just giving the Bride & Groom a champagne toast were interfered with by Ms.Mann who kept interrupting anyone who was trying to quell the situation. I’m not sure why this woman is in hospitality because it is clearly not her forte. De-escalation of experiences of unhappy guests is the Managers first responsibility. You’d think at a Fairmont property, this would be Guest Relations 101. Fairmont Brand has been ruined for my family and many of us (including Gold members) have decided to take their loyalty elsewhere. This is unfortunate but a wedding is a once-in-a-lifetime day; brides talk and no one wants to have their day intentionally ruined by a Manager with a vendetta. It’s too late for us but for future Brides & Grooms, be warned. For Fairmont, if this is how your staff is trained; if they can’t satisfy people with different needs at the same time, I’d suggest not hiring people like Ms. Mann for a hotel with 739 rooms. A three- bedroom bed and breakfast is more closely aligned with her skill set.
