Fontainebleau Private Residences

The room wasn't cleaned when we arrived. There was hair all over the shower and urine on both the toilet and urinal. Housekeeping took hours to show up and still wouldn't clean it, and the extra linens arrived only in part after midnight. We were locked out for hours, with staff taking no responsibility, then finally got back in after a long day to find the room still untouched. The elevators in Tresor Tower weren't working either, so waits were long. The place was far too crowded and understaffed, and nobody offered an apology or credit. Do NOT stay here.

I've been here for three days, and there's never been a line at the front desk. Tonight I asked a receptionist if I could arrange for my room to be cleaned in the morning. She said no, I had to call on the day I wanted it done. Calling usually means sitting on hold for 10 to 20 minutes, which makes me think they're trying to discourage people from requesting housekeeping so they can avoid paying cleaners. I've tipped the housekeepers every day. I travel for a living and advise clients on where to hold meetings, so BUYER BEWARE.

My wife and her friends booked a two-bedroom suite for three nights at the Residences through Airbnb for a weekend away. It was our first time using the service and the price looked good. When they arrived on Friday October 11th, the room was dirty and in poor repair. There was mold on the fridge and in the shower, a concern because one guest has allergies, and fist-sized holes in the walls had been badly patched, which was upsetting for another guest who survived domestic violence. There were also stained curtains, splatters near the toilet, sticky patches, hair, and clothing tags on the floor. They felt uncomfortable and contacted Airbnb and the hotel front desk right away. The Host offered another room, but they were exhausted and discouraged by the experience, so they canceled and booked two rooms directly through Fontainebleau. After that, the Host wouldn't check them out or allow them to cancel, then stopped responding. The next day, the Host sent long texts full of excuses and accusations, saying they were unreasonable for not wanting to stay. Airbnb escalated the case, but the Host remained unresponsive. On Sunday my wife spoke with a kind manager at Fontainebleau owner services, who checked them out. The manager said the hotel couldn't do anything more, but gave us a housekeeping printout showing the suite hadn't been used. Once the trip ended on Monday, October 14th, Airbnb told us we couldn't get a full refund because we hadn't checked out. They said the Host didn't have to check us out early or answer our messages, the most they could offer was 10% of the cleaning fee and a $300 courtesy credit, and any refund was up to the Host. They also said that although the room was dirty and in disrepair, it wasn't dirty enough for further action. The first Airbnb representative gave me an ultimatum: accept the partial credit before her shift ended or she'd log out, close the case, and leave us with nothing. It took three weeks of back and forth to get a little under $1,000 back. We still lost over $1,800 for a suite nobody stayed in. I've never had so much taken from me for nothing. The Private Residences management company in NYC that handles these Airbnb units effectively took $2,807.54 from me, and Airbnb seemed indifferent to what I see as theft. Fontainebleau management had little authority in the matter. If I'd known paying customers had so little protection, I wouldn't have booked through Airbnb. Please think twice before using it or another third-party booking site for a vacation. You may have no consumer protection, and if you object to what you're offered, they may keep your money anyway.

The location is very good, but the service, especially at the front desk, was disgraceful. The women there were rude and treated us like we didn't belong. I paid over $3200 to stay at this resort with my team, and my suite had human hair all over the bathroom from the previous guest. The balcony was dirty too, and the valet drivers handled my car as if it were theirs. I'm never coming back.