We also stayed at the Hamilton Princess during the 2008 Newport-Bermudea race with a few other family members.
While the property is beautiful and the location is convenient to town, those are the only positive things I have to say about this hotel.
The service at this supposed 5 star property was some of the worst I have encountered. A sampling of some of the problems our group experienced during our stay:
Despite having written confirmations of our reservations, we were charged for an extra room and had to fight to correct this mistake.
We were not given the type of room we booked despite having made our reservations almost a year in advance.
My husband and I were put in a room directly above the construction on the lower floor without so much of a word of notice that this construction was ongoing or the offer of a rate reduction. Instead, after being woken up at 7am (every day), we had to call an negotiate a credit.
The newly refurbished room we were in, while beautiful, seemed to be hastily constructed as evidence by the exposed nails on the threshhold between the tile and carpet. Similar problems in my mother in law's room where the slider door wouldn't close.
In my brother in law's room, hitting channel up from the default hotel channel (which came on at an ungodly highly volume) took you directly to 2 unpurchased channels of hard core porn.
Food service was consistently slow (an hour for lunch, 2 hours to get dinner, etc.).
Management was generally not visible, and when they were, they were ineffective and rude. The restaurant manager, while helping a waiter add a place setting to our table at lunch quipped at my mother in law (without saying please), "Pick your silverwear up."
The "spa" (if you can call it that) is a complete disaster. There are 2 treatment rooms adjoining a flourescent lit reception area and another room for hair/nail services. In the treatment room, the sound of the construction outside is audible over the music. No the most relaxing experience.
After confirming a massage and pedicure in writing, with the spa Donna Mae Smith, the Lead Spa Coordinator, the spa calls the wrong room at the hotel to confirm my appointment on arrival. Then, when I go down to the spa to straighten this out, I'm told, without explanation, by a massage therapist (not Donna), that, in fact, I only have a massage scheduled for that day. Without explanation, I am asked to reschedule my pedicure. I do so without complaint, then realize the next morning that I may be 15 minutes late because the shuttle from the Southhampton won't get me back in time. When I ask for an accomodation (as they had asked of me just a few hours ago), they refuse and Donna tells me they can only work within the time alloted. And the cherry on top - when I tell Donna no thanks, I'd rather not spend any more of my money at a place that inconveniences me without explanations and then won't push back my rescheduled appointment by 15 minutes, she has the gall to tell me that it was inconvenient for her to have to call me and explain to me why they had to reschedule.
I would not reccomend that anyone stay at this property.
Fairmont should clean house and drop the mandatory gratuities if it wants this property to improve.




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