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Baku experience in Fairmont

Dear sir/madam, I would like to report unacceptable behaviour by Fairmont Baku and the terrible experience I had yesterday while staying there. As you probably already know, Fairmont Baku has been promoting their half-day stay in the hotel and full access to the pool. I have called several times and wrote the staff to double-check if this is really permitted during quarantine. The answer was always confirmed. Instagram push notifications, advertisements and the global brand awareness left no doubt that everything was under control and legitimate. So, yesterday I checked in for that "special" half day 09:00-19:00 and went to the pool. Around 16:00 we all were asked to leave the pool and as we started to leave the pool area, a group of 15 + policemen ran into the area and stopped as and started filming us. They did not let us in our rooms. No explanation, screaming in Azeri something most of us could not understand. In about 30 min we were allowed to go back to our rooms and meet in the lobby. So I did. In the lobby the same chaos, lots of screaming, no answers. Hotel staff running around giving no answer. Nobody offered water to the guests. After 3 hours some of the foreigners (I did not understand the criteria by which we were selected) were let go. The rest were taken to the police station. I was the lucky one. I went home at 19:00. As a result I demand a full refund of the amount paid. I MUST SAY, I WILL NEVER STAY AT ANYOF YOUR HOTELS IN THE WORLD! The way management handled this situation is unacceptable! No one from the management came to front and made sure guests didnt have to suffer, especially considering the fact that the hotel was promoting the offer constantly on socian channels. +994 50 2** ** 05. THis is my contact number. Pls contact me to take care of the reimbursement. I believe I ask for a very minimal. Sincerely, Katerina.
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#2035707 Review #2035707 is a subjective opinion of poster.
Fairmont Customer Care
Preferred solution
Full refund