Frequently Asked Questions

Q: Can paper-based gift certificates still be used?

A: Yes, all paper-based Fairmont Hotels & Resorts and Willow Stream gift certificates still in circulation will be honoured.

Q: In what denominations are gift cards sold?

A: Fairmont Hotels & Resorts' or Willow Stream gift cards can be purchased on our web site for a minimum of $50 in CAD or USD. Denominations are available in $50 increments, or you can choose your own amount between $50 to $2000 CAD or USD. If redeemed at a hotel or resort where the local currency is other than Canadian or U.S. dollars, the gift card terminal will seek the current exchange rate powered by Oanda to calculate credit. The exchange rates used are based on current market conditions and cannot be adjusted by Fairmont Hotels & Resorts.

Q: When will my credit card be charged?

A: When you order online, your credit card will be charged after you click "Submit Order" on the checkout window of your completed order form.

Q: How long does it take for a gift card to be delivered?

A: Shipping cut off times for US Priority Service daily is 9 am PST. Any card order placed after that time will be shipped on the following business day. The delivery time will depend on the delivery service you choose. Within the US you have two choices: US Priority service (for delivery in 1-2 business days), or US Economy service (for delivery in 5-7 business days). Outside the US, all gift cards are delivered via Expedited service (for delivery in 3-4 business days).

Q: How do I purchase more than one card?

A: You can use this web site to purchase up to five gift cards in one order.

Q: Can gift cards be ordered by telephone?

A: Gift cards may be ordered online at or, by visiting any Fairmont Hotels & Resorts location. We do not accept phone orders.

Q: What can the gift card be used for?

A: Fairmont Gift Cards can be used for accommodations and more at any Fairmont Hotel and Resort worldwide, including spa services, dining or golf, tennis and other leisure activities. Fairmont Gift Cards are not accepted at Fairmont Heritage Place properties (exception of Franz Klammer Lodge and Ghirardelli Square.) Furthermore, gift cards can be used for shopping at any Fairmont Store location. For in-house guests, any charge that can be applied to a hotel folio can be paid for with a gift card. This includes taxes and gratuities. To avoid any possible disappointment, we suggest that the recipient mention the gift card at the time of booking.
Willow Stream Spas gift cards may only be used for Willow Stream services or products at any Willow Stream Spa location. For a list of Willow Stream spas,
click here.

Q: Does the holder of a gift card have to be a hotel/resort guest to use the card?

A: The recipient can use his/her gift card to pay for meals or services purchased at a Fairmont hotel or resort or Willow Stream Spa, even if he/she is not currently a guest there.

Q: Does the full value of the gift card have to be redeemed at once?

A: Unlike a paper-based gift certificate the Fairmont Hotels & Resorts or Willow Stream gift card is designed to carry a balance. Therefore, if a guest uses his/her gift card to pay for something of lesser value than is stored on the card, the amount of the purchase will be subtracted and the remaining balance will stay on the card for future use.

Q: Do gift cards have an expiry date?

A: Fairmont Hotels & Resorts and Willow Stream gift cards do not expire.

Q: Can gift cards be redeemed for cash?

A: Gift cards cannot be redeemed for cash and must be used as payment at a Fairmont hotel or resort.

Q: Why do I need to "create an account"?

A: Upon receipt of a Fairmont gift card, we recommend creating an account to register your gift card. Registering your gift card protects the balance if it is lost or stolen. As soon as your loss report is made, your balance will be frozen and transferred to a new card, which will be sent to you by mail. Register your card now.

Q: How do I protect my gift card balance?

A: The best way to protect your gift card balance is to register your card as soon as you receive it. You will be asked to enter your e-mail address, create a password and enter the 21-digit number on the back of your card. The process will take less than five minutes. Register your card now.

Q: Can you replace my Fairmont Hotels & Resorts or Willow Stream gift card if it is not registered?

A: You must register a gift card to protect its balance. Register your card now.

Q: What do I do if my gift card is lost, stolen or destroyed?

A: Simply visit this web site again; select "My Card" from the menu at the top of the gift card home page. You will need to enter your e-mail address and the password you created when you registered your card. Follow a few easy steps and the remaining balance on your gift card will be frozen and transferred to a new gift card. The value stored on the replacement gift card will match the balance of your account at the time you reported your original card missing. The replacement gift card will be sent to you at no cost.

Q: What happens if I find a gift card that I reported lost or stolen?

A: You can discard it. Once the balance has been frozen and transferred to a new gift card, the old card has no value and cannot be accepted for payment at Fairmont Hotels & Resorts.

Q: Can I buy previously purchased gift cards?

A: We strongly recommend that you only purchase gift cards from either Fairmont Hotels & Resorts, or through one of our affiliates. We do not bear responsibility for gift cards purchased from outside a Fairmont Hotels & Resorts affiliated source.