Fairmont Century Plaza Los Angeles at Beverly Hills

Dear Management Team,
I am writing to express my profound disappointment with the lack of guest recognition I experienced regarding my current stay.
My reservations details were as follows:
Original Stay: Wednesday to Friday (Fairmont Gold King Room)
Extension: Saturday (Standard King Room, departing Sunday at 5:00 AM)
Because we were leaving at 5:00 AM on Sunday and have been out of the hotel for most of the day on Saturday, we did not need Fairmont Gold lounge access for the extension. However, as frequent, loyal guests who always stayed at the Gold level, I submitted a request, weeks prior to our trip, simply asking to remain in the same physical room for the final night to avoid the inconvenience of packing and moving.
On the Friday, after an exhausting amount of calls, requests, and back-and-forth, the management team informed me that we cannot stay in the same room unless we paid the higher Gold rate.
This was not a matter of affordability; it was a matter of basic customer loyalty, convenience, and respect. Forcing a returning guest to pack up and move to the 8th floor for a matter of a few hours—simply to extract a bit more revenue—shows that Fairmont values short-term profit over long-term guest retention.
With the abundance of luxury hotel choices in Los Angeles, we always chose the Fairmont as our primary destination because we expected premium service. Instead, we were treated with a complete lack of flexibility and care.
We did comply with the move to the 8th floor for the Saturday stay. However, please be advised that due to this incredibly poor handling of a loyal guest, you have permanently lost our business. We will not be returning to this or any other Fairmont property again.

John is fabulous!! He helped us up with all our bags at check in for 2 rooms. Then later on that night he went out of his way to get my daughter hot tea because she wasn’t feeling well. He even remembered my name and room number.

John is AWESOME. Nicest bellman ever and he was so helpful!!!!!! Above and beyond!

Had an amazing time Mikey at the pool deck was incredibly helpful, those pool umbrellas aren't light. Mike, the bar manager was attentive in helping with a billing issue. And Nancy at the front desk made our check out swift and friendly.

Stayed to celebrate a 60th Birthday and 30th wedding anniversary. Booked a suite in a Gold suite and was pleasantly upgraded to a huge suite with double balcony etc. We always celebrate life's milestones with a stay at a Fairmont, preferably Gold as we love the attention to detail, perks etc and this Fairmont was no exception. Everything was clean and spotless, room service / housekeeping were amazing and everything impeccable, Gold Lounge service was above and beyond, big shout out to Fernanda and her team but especially Kevin, Janneth and OMG the amazing Jenna, she is a Rock Star !! We had the most amazing time and were treated like Royalty, we cant thank you all enough for our visit.

From the moment we arrived, we knew this hotel was something special. The property is absolutely beautiful, with stunning facilities, impeccable attention to detail, and an atmosphere that perfectly blends luxury and comfort.

What truly sets this hotel apart, however, is the incredible people. A heartfelt thank you to Jenna, Kevin, Fernanda, and Jose from the Fairmont Gold team. Their warmth, professionalism, genuine kindness, and attention to every detail made our stay unforgettable. They consistently went above and beyond to ensure every moment was perfect, making us feel welcomed, valued, and truly at home.

Luxury can be found in many hotels, but heartfelt hospitality is rare. Jenna, Kevin, Fernanda, and Jose are what make this property exceptional, and they are the reason we will be recommending this hotel to everyone and can’t wait to return.

Thank you for an outstanding experience!

From the moment we arrived, we were treated with so much care and attention. We had a last minute change in our travel and booked through my Platinum Amex and were given a room upgrade that was beyond our expectations. The hotel is brand new, our suite was clean, fresh, new and modern. Our room support requests for an extra fridge and turn down service were prompt and professional. It was a hot day and the pool side team was working diligently to ensure the guests had every need taken care of. I am so glad we decided to come here, it elevated our vacation to a whole other level. Thank you Jatin, for your amazing service!

Extraordinary Service at Fairmont Century Plaza

We had such a wonderful experience at Fairmont Century Plaza. From the moment we arrived, the service was extraordinary and the attention to detail throughout our stay really stood out.

The Front Desk team was welcoming and professional, thank you Summer for being so helpful and kind with us, and Armando from the Bell team took great care of us upon arrival.

Bertha from Housekeeping was incredibly kind and attentive, and everything in the room was beautifully taken care of.

I also want to recognize Jose Delgado, the Director of Rooms. Every time we saw him in the lobby, he was genuinely interested in making sure we were having a great stay.

Lastly Roberto at Lumiere is like non other, he truly treated us like royalty!

Every detail, from arrival to departure, felt thoughtful and special. The team at Fairmont Century Plaza truly understands hospitality. We can’t wait to come back!

Fairmont never disappoints when it comes to service. From the moment you drive up to valet to the day you check out every interaction with hotel staff is kind and gracious. We had a lovely experience with Summer who checked us in at the front desk. She was patient, helpful and handled all our questions and needs efficiently.

Our stay at the Fairmont Century Plaza was exceptional from start to finish. The level of customer service was truly top-notch and made all the difference.

Every single person we encountered—from the valet team to the concierge, maintenance, and the restaurant staff—was genuinely warm, welcoming, and in a great mood. It created such a positive atmosphere throughout the hotel. I even requested that our room be completely blacked out for my baby’s naps and bedtime, and maintenance came immediately and took care of it without hesitation.

I was traveling alone with my baby, and Antonio, the Guest Relations Manager, went above and beyond to make sure we were comfortable. From the moment I checked in, he ensured our stay exceeded every expectation. When our flight was unexpectedly canceled and we needed to extend our stay, Antonio immediately took care of everything and made sure we could remain at the same rate without any added stress.

His kindness, professionalism, and attention to detail turned what could have been a very stressful situation into a seamless experience. He truly embodies world-class hospitality, and the Fairmont is fortunate to have him. In my opinion, he deserves a promotion.

Thank you to the entire Fairmont Century Plaza team for making us feel so well cared for. We can’t wait to return.

My mom and I stayed at this Fairmont when coming down to Los Angeles to pick up my wedding dress. This was such a phenomenal experience thanks to the amazing staff - you do not see customer service like this often. A big shoutout to Summer, John, and Angel for going above and beyond. Summer checked us in and sent celebratory drinks up to our room; John helped carry our outfits up to the room, found my lost phone, and helped us get a late checkout. Angel was always there to help us get our car set up, and gave us some great food recommendations. I would stay here again just to visit with the three of them again. They feel like friends and are so kind. Thank you Summer, John, and Angel!
Location-wise, it’s super close to century city mall, and for any other brides and grooms, it’s just a few miles from Beverly Hills and about 30-40 minutes from the fashion district.
Our room was clean and the beds were comfortable. I do wish there was a fan in the bathroom. Our bathroom door also had a loose handle. The walls are a bit thin, but nothing that kept us up. We could just hear noises every now and then.

We’ve stayed at the Fairmont Century Plaza many times, and it has truly become our favorite hotel. We spend a lot of time here, and every visit reminds us why we keep coming back. The service is consistently exceptional, but what really sets this hotel apart is the people.

A special thank you to Christian and John, the bellmen. They are always so cheerful, welcoming, and genuinely happy to see us. They somehow remember us every time we visit, and their kindness and willingness to help never go unnoticed. They make us feel like we’re coming home.

The Gold Lounge is another highlight of every stay. Jenna, Janneth, and Edras are absolutely incredible. They are so accommodating, thoughtful, and kind, especially with our daughter. They always go out of their way to make her feel special, whether it’s bringing her fun snacks, finger puppets, or simply taking the time to interact with her. Their genuine care makes such a difference.

The front desk team is always friendly, professional, and welcoming, and the housekeeping staff is consistently kind, warm, and attentive. Every employee we’ve encountered makes us feel valued.

If you’re traveling with children, I can’t recommend this hotel enough. They truly know how to make kids feel included, whether it’s a finger puppet, a teddy bear, a child-sized robe, a coloring book, or another thoughtful surprise. It’s those little touches that create lasting memories.

More than anything, what makes the Fairmont Century Plaza so special is that it genuinely feels like family. Thank you to everyone who continues to make each stay so memorable. We can’t wait to come back again.

Eddie at country plaza made our trip. Thank you to him. We will be back Eddie!

Loved every moment!! Eddie at the lobby bar was incredible in every way. Cant wait to come back!

A great stay - delivered in almost every way, well located near Beverly Hills and Westfield mall next door. Stayed in a deluxe sunset room, appreciated the balcony but the view was mostly blocked by the giant residential towers, which was a shame given the room category. It was also a bit awkward having residents look directly into the room, so we ended up barely using the balcony at all. The room itself was spacious, clean, quiet, modern, and the beds were very comfortable.

Staff were mostly great — breakfast, housekeeping, spa/gym, bellmen, and bar staff were all genuinely pleasant, as were most of the rooftop pool staff. The exception was one pool server: waited almost an hour for drinks while he attended to nearby guests, including some who'd arrived after us. After tracking him down ourselves, there was no greeting or apology, just "ok, what's your room number," followed by the drinks — and he never checked back to see if we needed anything else.

On the spa side, the staff and facilities were great, but the recovery massage was underwhelming for the price at ~$370, I expected more precision than what felt like a fairly generic treatment.

Food was very good at the restaurant for both breakfast and dinner — the steak frites in particular were cooked to perfection.

On balance, the room quality, location, food, and most of the staff interactions were strong enough to outweigh the service lapses. The pool service lapse and the pricey, average massage detracted from the overall experience, but they didn't define the stay. Would return.

John the bellman was absolutely amazing and hospitable! I truly appreciate how attentive he was during our entire stay!

John the bellman is amazing ! The whole experience really from details, design and service

Returned my laptop which I had left in the lobby

Amazing experience with fairmont, Anthony and John gave amazing experience. Would love to come back

Good location and room
Clean and quiet