"Problems with room and service"
When we arrived the toilet was leaking in our room. They fixed the problem then the toilet began to leak again. We complained a second time. Also there were three people staying in the room and only 1 shampoo and conditioner for three people and only two cups for our coffee. We did complain and they gave us a complimentary glass of wine each and one […] dessert for my mother's 90th birthday. Quite frankly they should have given us a partial reimbursement. Read moreGenuine Hotels.com guest review
"AN IMPRESSIVE PROPERTY BUT POORLY MAINTAINED ROOMS"
We have been looking forward to staying at the Empress. The building is beautiful but the rooms are a total disappointment. The fabric on the chairs were very worn. There was a layer of dust under the furniture.Genuine Hotels.com guest review
"Close but no cigar"
It just didn't deliver. Overpriced.Genuine Hotels.com guest review
"" A Once Upon a Time" Hotel in Victoria"
I traveled from Seattle with both my parents and my sister for a one night stay. We could not be more pleased with this hotel. We arrived early at noon and were allowed to check in. Our room was great, clean and confortable. We paid $20 extra and were please with the value. The hotel is a landmark and a must if you are staying for one night (unless […] you can afford extra days). Read moreGenuine Expedia guest review
"Elegant hotel with beautiful views"
We were treated like royalty. Everyone sincerely friendly and gracious. So many thoughtful details in our room and throughout the hotel. Of course the location is ideal and the view is spectacular. We travel extensively and consider The Empress a highlight.Genuine Hotels.com guest review
"Not worth the high prices"
The hallways smelt funny. The floor in our room seemed to tilt, and our bed needed to be replaced. One side had no support and one person sunk 6-8 inches below the other (also because of the tilted floor). For the high prices we expected better. I found the staff less friendly than other hotels.Genuine Hotels.com guest review
"Disappointed considering it is a Fairmont property"
I work with the hospitality industry and I have the opportunity to be in luxurious hotels all the time. Fairmont has high standards in all aspects of their services and their properties are dead gorgeous. I chose the Fairmont Empress when booking a hotel in Victoria to stay with my wife and 4 year old daughter. It is an Icon of Victoria, so I know it […] would be a great experience. Unfortunately this last wasn't true. As soon as we checked inn, we left our baggage in our room and went to do tourism in the city. At night, when we came back, we noticed that there was an unacceptable amount of dust covered on everything. Even though we wanted to report it right away, we couldn't because my daughter was very tired and needed to be put to bed. When I checked out the next day, I showed the person at the front desk the pictures I took to prove the cleanliness of the room. She contacted the front desk manager who took over. It amazed me that even though I had a few pictures to share with here, she bothered only looking at one. She said that she will contact the housekeeping department and didn't offered an apology. For the price of a room in a hotel like this, and under the Fairmont brand, I expected nothing but excellence. I could not believed the way the front desk manager took care of the situation. If you stay at this property, make sure you inspect your room carefully. Unfortunately a negative experience. Read moreGenuine Hotels.com guest review
"Location Location Location"
This was our honeymoon and the location was perfect for walking everywhere. We upgraded our room to include the Gold Level. It was so worth it for the extra food options and concierge service.Genuine Hotels.com guest review
1st rate milk in all categories. ..Genuine Hotels.com guest review
Amazing experience especially if you are an architect. Customer service was the best we encountered on our trip, and consistent with all staff. Valet was convenient. Bangel Lounge is a must for a drink. Empress Dining Room is a must for dinner. Room was appropriately updated, but also had the historical charm we were seeking.Genuine Hotels.com guest review
"Big on image, low on quality."
Room was a good deal Price-wise, but the value to price ratio missed a lot.Genuine Hotels.com guest review
"Historic hotel, well located, acommodating staff"
The staff was very helpful. We had a very limited amount of time, but they helped us make the most of it.Genuine Expedia guest review
"It's the place to stay in Victoria."
It's the place to stay in Victoria. The hotel room does show its age, but it is still maintained very well, and all the amenities one would expect are present. Bathroom was a bit cramped and they need to replace the bathtub soon.Genuine Hotels.com guest review
"Nice to look at"
Great location, beautiful building but... Understaffed, with no effort to go the "extra mile" to make guests feel welcome and comfortable. Even the most pleasant members of the staff seem disempowered to make even the slightest accommodation for guest requests. The rooms are small and many of them are not climate-controlled. The hallways are noisy. […] The bathrooms are tiny and lack modern conveniences. The Bengal Lounge sounded so exotic and high-end in the online description (with prices to match), but when I showed up with my wife for our anniversary dinner, we found that we were overdressed and underappreciated in this casual, half-heartedly decorated estalishment. First, we had to wait for the hostess to stop talking to one of our coworkers before she would acknowledge our presence. I had made a note about our anniversary when i made the reservation, but the staff made no indication that they knew anything about it. We were seated in low-slung chairs at a cocktail table, and when we asked for an actual table to dine on, they told us that they were really busy and that the tables were reserved for groups of four. Our waiter was nice enough but was dressed in an ill-fitting, dirty uniform befitting of a busy Chinese takeout place. We partook of the Indian buffet, which was equal in quality to any other Indian buffet (available at less than half the price). On the way out, the hostess gave us incorrect direction for getting back to the lobby of the hotel. Read moreGenuine Expedia guest review
Everything at the Fairmont Empress was wonderful. The room, the food, the tea, everything. If I had to list something negative, it was a bit of a hike from the elevator to the room. But otherwise, everything about my stay was outstanding.Genuine Hotels.com guest review
"Great Location. Beautiful Historic Hotel"
The hotel is in a perfect location for walking around Victoria to see all the sites. The area is vibrant and alive all day and evening. There are tons of places to eat, shop and people watch in easy walking distance from the Empress. The room was nicely appointed, but on the smallish side. We especially enjoyed the extra thick towels, and the upscale […] toiletries were an added treat. The only downside was it was rather warm during our stay and the AC could not really keep the room cool enough. Read moreGenuine Hotels.com guest review
My boyfriend and I hiked the West Coast Trail (75km of backcountry hiking in 6 days). We treated ourselves to a beautiful stay at the Empress at the end of the hike. It was perfect. I enjoyed a fantastic facial at the Willow Stream Spa, using the sauna and mineral pool before the facial. Beautiful spa facilities. I could have stayed there all day. The […] room maintained its historic feel and looked dated (purposefully), but it was spacious, clean, and the bathroom was beautiful. The bed was very comfortable, perhaps even more so for us after spending so many nights in a tent on a beach. It was like a cloud! Breakfast the following morning was excellent... The peach stuffed French toast might have been my favorite part of the stay! We will be back for sure. Read moreGenuine Hotels.com guest review
"The Fairmont Empress"
The hotel was lovely and the staff was very pleasant and efficient. We had a great stay.Genuine Hotels.com guest review
This hotel with it grandness also offers great service. There is no other better choice while in Victoria. We love everything about it.Genuine Hotels.com guest review
"Centrally located to everything."
Loved staying here. Staff was very friendly and helpful. Wonderful Hotel. Not sure I would want to stay when it's very hot as there was no AC otherwise loved it.Genuine Hotels.com guest review
"Great location coupled with historic setting."
Great location coupled with historic significance.Genuine Expedia guest review
"Hotel located close to the water and stores"
This hotel was a great experience. The atmosphere of the hotel was fantastic. It had an indoor heated pool, a spa, shops and restaurants. It was located close to the water and other shops and a fantastic breathtaking view.Genuine Expedia guest review
"Overpriced corporate blah"
All in all, a very blah experience. Overpriced, overbooked, customer service that was polite and friendly but sorely lacking in addressing problems that arose in a timely fashion. The whole place had a “corporate efficiency” feel, where they were understaffing and under-resourced in order to meet bottom lines determined from corporate central. It was […] generally difficult to get anything done – staff were generally slow and not terribly competent. Rooms were sold out throughout town for cheaper hotels. Long complicated effort resulted in us getting a room with a bed and a cot - when what we needed was two beds. It took multiple phone calls and back and forth for them to finally sent the promised cot. They complained about fire code. Generally, attempts to access any hotel amenities via the in-room phone were met by a busy signal. The front desk was also always crowded with a big line and a long wait. Asking the baggage desk for assistance, they couldn’t help with anything but baggage. Incidentally, when we had arrived, no one offered to take our bags....Trying to reach a room from the lobby phone put me on hold for more than 5 minutes and then I finally gave up.The room was furnished with rather old, poorly matched furniture. It felt cluttered and crowded. The bathroom was also small. Not a bad hotel – nice experience wandering around the lobby and checking out the history of the place – excellent central location in town – but definitely not worth the money. Read moreGenuine Hotels.com guest review
Historic hotel with great location but rude to indifferent staff, no air conditioning, and dated interior outweigh the novelty of staying here.Genuine Expedia guest review
"Couldn't be better!!!"
The hotel itself is quite impressive. It's smack dab in the heart of everything. The Veranda had really wonderful food. Service from every aspect was delightful......I would come back here in a heartbeat. Wonderful, wonderful experience.Genuine Expedia guest review
I need some information on my next visit and hotel staff helped me with all details. Great people and excellent locationGenuine Hotels.com guest review
"The best place to stay in Victoria"
Very beautiful hotel. The only issue I have is that there is no AC. However, you're staying at a historic site and we cannot have all amenities.Genuine Expedia guest review
Great location and helpful staff. We were able to check into our room early which was very nice. The hotel is close to all sights and most tours pick up right in front of the hotel.Genuine Hotels.com guest review
This would have been five-star but for the really dodgy wi-fi that was $13.00 a day extra. Though they did wave that additional cost for which we were grateful. Fabulous place in every other respect!Genuine Hotels.com guest review
"The Empress is Grand"
Had the most wonderful experience for our one night stay at The Empress Hotel - wish we could've stayed longer. The service was outstanding. The personnel were always professional, most helpful and always so friendly. Their goal was to make your stay the best ever and one that you will always remember. They certainly succeeded!Genuine Hotels.com guest review
Empress has always been and still is a beautiful hotel. Service was awesome. Front desk people bent over backwards to get us rooms together. Mitch the bellhop has great ideas for dinner and was very helpful. I love this place.Genuine Hotels.com guest review
"Ok hotel & close to downtown."
Our room was cramp & hot. No air condition. Beds were too soft cause everytime my girlfriend moves I move too. Plus woke up with sore back. Horrible view if back alley with noise delivery trucks.Genuine Expedia guest review
We had reserved a king bed and room - received a small room with queen bed after waiting about an hour as requested. 1st desk person unhelpful - 2nd tried but no success. Bell desk person 1st - we were an interruption 2- rude. However later the people were great - engineer and valets.Genuine Expedia guest review
"A trip back in time."
Beautiful hotel. Very ornate and the ambiance was spectacular.Genuine Expedia guest review
Our customer service rep upgraded us to a beautiful corner room on the fifth floor for NO extra charge simply because we asked nicely! It was amazing with a view of the harbor. All staff that we encountered were helpful and friendly.Genuine Expedia guest review
"A Wonderful Get Away"
Our stay at the Empress could not have been better. The staff was gracious and helpful, our room was very quiet and comfortable, the food was delicious, and the High Tea was lovely. This get away was a memory we will never forget.Genuine Expedia guest review
"Nice hotel historical"
Very good .pakring is a litle expensiv.good location..view.Genuine Expedia guest review
We reserved a room with a special 20% winter discount. We were assigned a tiny room on the 6th floor, with slanted walls. The bed was confirmed a king size and it was really barely wide enough for 2 people. It was a nice crisp spring day, yet the room was so hot that we opened the window and used the fan to get some air in. Since it was too loud to […] sleep with the window open we covered only with a sheet and still it was to warm to sleep comfortably. Furniture is very tired and beat up and would benefit from some sanding and varnishing. The room felt as if in the grand old days it served as quarters for hired help and nowadays is dumped on the overnight tourists that are not coming back anyway. There were dirt spots on the outside of the bathtub and a long dark hair on the inside. The water glasses were spotty and giving them the benefit of the doubt I will assume it was dried water and not somebody elses old drink. This is supposed to be the Grand Dame of canadian hospitality - but I have felt a lot more welcome and pampered in plain B&B's during a BC road trip. Read moreGenuine Expedia guest review
Great stay at this fabulous hotel. Only regret is we could not stay longer.Genuine Expedia guest review
We were upgraded to a nicer room because the hotel was not full. The staff were very friendly with us and our two children. It was a wonderful stayGenuine Expedia guest review
"Really great place to stay"
Very well run. I don't think I've ever been in a hotel where I have felt more comfortable. That being said, I think it's a fun place for grown-ups, but I suspect children might find the place boring.Genuine Hotels.com guest review
The staff were friendly and helpful. Our room was quite a walk away from the front doors, but we enjoyed the extra exercise. The hotel is definitely rich with history, but not as comfortable as some we've stayed in. The light switch to the bathroom is on the outside of the bathroom, and there was quite a lip in the threshold. Overall it was quiet and […] the beds were comfortable. We enjoyed the hotel's close proximity to shopping and food. Read moreGenuine Hotels.com guest review
"Pre Honeymoon Vacation"
We had a great time in Victoria and at the Empress Hotel. We enjoyed High Tea one day and several meals in the Bengal Club, Its easy to walk up Government Street for other businesses and eating establishmentsGenuine Hotels.com guest review
"Nice trip, great staff."
Went to a wedding which was held in Palm Court. (If I was planning a wedding, I would choose a room which didn't allow so much ambient noise from guests eating in open dining area next to it.) But otherwise, the staff was extremely good at making you feel pampered. That includes the in-room dining staff, very courteous and make you feel like a million […] bucks. The rooms are smaller (if you don't upgrade). The wedding suite (Bob Hope room on 3rd floor) was very spacious and roomy, but you pay for it. Overall, didn't like the food options in the restaurants, so we ate in the surrounding area. MUCH cheaper and fantastic places all within walking distance (my walking distance encompasses up to 10 or so blocks away). Liquor store nearby as well if you didn't hit up Duty Free on the way into Canada for US residents like me... :) Read moreGenuine Hotels.com guest review
Great food in both the Bengal Lounge, Empress Dining room (superb Eggs Benedict) and High Tea was treatGenuine Expedia guest review
"Great OLD Hotel that needs a Makeover"
Great location and atmosphere, BUT rooms are small and in need of updating. As usual, the checkin staff tries their best to talk you into upgrading your room at significant cost, even though it becomes obvious during your stay that they are lightly booked. This hotel is just not good value for money unless you want to say that you have stayed at the […] Empress. The afternoon tea is a great experience. Typical old famous hotel where everyone has a plan to get in your pocket for some kind of gratuity or ridiculous internet charge. Read moreGenuine Hotels.com guest review
"Excellent hotel with an interesting history"
We originally booked a harbor view gold room but, to our surprise, upon checking in, they offered us a complimentary upgrade to a harbor view junior suite. The room was clean and spacious, the staff was extremely polite and accommodating. We told them our ferry would arrive around 5pm, and they offered us late check-out (2pm, which was the latest they […] could do) without any additional charge. The bed was one of the most comfortable beds I've ever had in a hotel. Read moreGenuine Expedia guest review
I had a wonderful stay at the hotel. The staff were extremely nice.Genuine Expedia guest review
"Time for an upgrade"
While the exterior and tea room is lovely, the hotel room that we stayed in desperately needed upgrading. The bathroom grout was stained black in spots, the bath tub was stained, the lamp shade next to the bed had holes in it, and the furniture needed a good cleaning. We paid extra for an upgraded room, which equated to a view of a brick wall. The bright […] spot was the housekeeping staff who were pleasant and welcoming. I wouldn't recommend staying here unless you stay in a suite. Read moreGenuine Hotels.com guest review
"At least once in your life"
Everyone must visit Victoria and spend the night at The Empress at least once in their lives. Victoria is a walkable city and The Empress is incredible and central to all the sites in Victoria. It was a short walk from the Victoria Clipper ferry we took from Seattle. Of course, you must have Tea at the Empress. In the winter you don't really need reservations […] but you will during the rest of the year. Only thing I don't like about The Empress and other high end hotels is having to pay for wireless internet. Victoria is not a very wireless friendly city. It was difficult to get a good signal in many parts of the city. Read moreGenuine Hotels.com guest review
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