Dear Mr. Monteverde Thank you very much for your email and for sharing some feedback on your recent stay with us. I am very sorry to hear about your lunch experience and please rest assured that I will follow up with our team accordingly as it is not the level of service we are committed to provide. In regards to the room allocation, our apologies if the room didn't meet your expectations. I can ensure you that you have been assigned in our most renovated rooms with the most preferred south shore view. In regards to the room gratuity, it is a mandatory charges along with the nightly rate for all guests of the Hotel. Those gratuities are given to indeed the room attendant, doorman, bellman and beach & pool attendant. I am glad to share that this amount if entirely given to the colleagues. Mr. Monteverde, if you want to share any further insight or have any question about your recent visit, please do not hesitate to contact me at caroleanne.goulet@fairmont.com. I would be happy to speak with you directly. Sincerely Carole Anne Goulet Front Office Manager

Thank you anna for this amazing review! We are glad that you had the chance to experience our all inclusive plan. We look forward to having you again.