Fairmont Century Plaza in Los Angeles, CA

The hotel itself is new and beautiful. We stayed in a single king room overlooking the rest of century city, with all that you would expect from the fairmont in terms of a nicely appointed room, beautiful new shower and tub, comfy bed. But the staff are what really make the hotel so wonderful. We came to stay with my parents, who had just lost our family home in the palisades fire. They were among many people staying there who were displaced by the fires in LA. The staff clearly made it their mission to make my family’s stay and all the family’s staying there as comfy as possible, to help alleviate some of the stress from such a difficult experience. In our case, that meant showering my 4 year old daughter with attention, since it was her birthday. The manager, Todd, got cupcakes, balloons, and two stuffed animals that absolutely were the highlight of the trip for my daughter and by extension, the rest of our family. Other staff seemed to know most of the guests by name, knew where they liked to sit for meals, what they liked to order, etc. the gold club in particular was such a warm and welcoming environment. That club and the people in it are what made my parents feel so comfortable staying in a hotel for so long after losing everything in the fire. I can’t recommend the fairmont enough for the way they treated our family.

I travelled to Beverly Hills from Canada for foot surgery, and this hotel was recommended by my surgeon, who actually owns a unit here. Given the prestigious Fairmont name and the high price point, I expected an outstanding experience. However, my stay fell far short of expectations and was unlike the impeccable experiences I have had at other Fairmont properties around the world. To begin with, the location is excellent. The hotel is within walking distance to the Westfield Century City Mall and just a five-minute drive to Rodeo Drive and Beverly Hills' high-end shops. Unfortunately, this is where the positives largely end. Check-In Experience: The check-in process was long and frustrating. It took 45 minutes to get my room key, with only two staff members working the front desk despite a long lineup of guests. Once I finally received my key, I encountered another issue - the elevator system requires scanning the room key to access floors, but my key did not work. I rode the elevator up and down until I was able to find an employee who graciously helped me get to my room and explained that the hotel had recently changed to new key cards, which were not functioning correctly. She kindly provided me with two of the older style keys that worked, but this issue should have been addressed before guests arrived. Room and Amenities: My room was spacious and included a balcony, with the amenities one would expect from a Fairmont. However, the bathroom left much to be desired. The sink did not drain well, and the hotel's minimalist design choices proved impractical. There were no hooks or racks to hang face towels conveniently, leaving them to sit on the sink, which felt unsanitary. The only towel bar was placed tightly against the wall next to the toilet, making it awkward to use without brushing the towel against the wall - again, not a sanitary or thoughtful design. The balcony itself was a disappointment. While it provided a nice outdoor space, the furniture was covered in dust and clearly had not been cleaned before my arrival. Although the recent LA fires could have contributed to this, the sky in Beverly Hills was clear during my stay, suggesting a lack of attention to detail in preparing the room. Fitness Center: The fitness center was one of the highlights of my stay, featuring a wide variety of modern equipment in a well-maintained space. However, the minimalist design extended here as well, making it difficult to locate the gym entrance. The doors were all uniform oak with small signage, which could easily be missed. Service Issues: The most significant disappointment was the overall level of service, which did not meet the high standards one expects from a five-star property. The night before my surgery, I requested foam pillows to replace the feather ones provided, as they lacked neck support. I was assured they would arrive within 40 minutes, but they never did. Multiple attempts to call the front desk resulted in unanswered calls going to voicemail (This was a common theme – no one answers the phone at this hotel. It just rings and rings and then goes to voicemail). After several trips down to the front desk in person, I was repeatedly promised the pillows within 15 minutes - only for them to arrive nearly two hours later, well after I had gone to bed. Prior to my stay, I had confirmed with the hotel that they had a wheelchair available for guest use, as I would be non-weight-bearing after my surgery. Initially, they accommodated my needs upon my return from surgery. However, later that evening when I needed assistance retrieving my food delivery from the front desk, I faced the same phone issues - calls going unanswered for nearly 45 minutes. The hotel had informed me beforehand that due to security protocols, food delivery personnel were not allowed to access guest floors without a room key. This meant that all Uber Eats orders had to be delivered to the front desk, where hotel staff were responsible for bringing them up to guest rooms. Unfortunately, due to the lack of responsiveness at the front desk, my food sat there for nearly an hour before it was finally brought up to my room, arriving cold and unappetizing. The next day, wanting a change of scenery, I attempted to call the front desk to request a wheelchair to help me get to the lobby. Once again, my calls were not answered. Frustrated, I limped my way down with a cane, which took considerable effort. Fortunately, I encountered a security staff member named Alvin, who went above and beyond to assist me. He promptly provided a wheelchair and ensured I was comfortable. However, I was later informed that hotel policy prevented staff from pushing guests in wheelchairs due to liability concerns, despite having been wheeled to my room the previous day without issue. This policy completely defied common sense. If the hotel was concerned about liability, they should have provided proper procedures or training rather than outright refusing assistance. Furthermore, they had no problem wheeling me around immediately after surgery when I was groggy from anaesthesia, so why was it suddenly an issue later? It felt like a clear lack of consistency and empathy in their approach to guest care. Alvin, understanding my predicament, personally assisted me even after his shift ended, showing exceptional kindness and professionalism. Checkout Process: Upon checkout, I provided my email address for the invoice and receipt, yet a week later, I had not received anything. When I called the hotel to inquire, they claimed they had no record of my email on file, adding to my frustration with their service inefficiencies. Conclusion: While the location and fitness center were positives, the poor service, impractical room design, and lack of responsiveness from staff made my stay at the Fairmont Beverly Hills a disappointment. The staff were not rude, but the overall level of service was inadequate for a luxury hotel, and I have had better experiences at four-star establishments. In contrast, Alvin's professionalism and attentiveness were the only bright spots in an otherwise frustrating stay. Unfortunately, the overall experience left me feeling that the Fairmont name at this location does not live up to the standards I have come to expect from the brand.

I’d like to express our sincere appreciation for Ashley, a front desk employee at the Fairmont Century Plaza, who provided exceptional service during our recent stay. Due to the Palisades fire evacuation, we needed to extend our stay, and Ashley made the entire process smooth and stress-free. She handled everything with professionalism, warmth, and genuine kindness, ensuring we had everything we needed during a difficult time. Her attention to detail and commitment to guest satisfaction were outstanding. We truly appreciate Ashley’s dedication and are grateful for the care she showed us.

we had to evacuate due to the LA Fires, Todd and the fairmont made everything just so easy and accommodating! definitely will stay here again. the gold lounge definitely made things easier and was able to get my work done in peace. kudos to the staff

I had the GREATEST customer service here at Fairmont Century Plaza, stayed in a gold room and all of my interactions were extremely positive. I was greeted by Bella who was warm and friendly. I had the most wonderful interactions with Todd, who was very caring and went above and beyond to make our stay at Fairmont memorable! Additionally, Beatriz and Janeth in the gold lounge were extremely helpful, nice, and always had a smile on their faces. Overall you get a positive happy vibe from the people that are working here. You can tell they really care about you and your experience at the hotel. I travel every month and not an exaggeration but this is my FAVORITE HOTEL IN THE UNITED STATES, I can’t wait to visit again!