Fairmont Resort Blue Mountains - MGallery Collection 4 stars

Customer review rating (ALL Rating) 4.1/5 4,594 reviews

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Fairmont Resort Blue Mountains - MGallery Collection - Image 1
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1 Sublime Point Road, 2780 LEURA, Australia

Description

Hotel extras

  • Nature's splendour on your doorstep

  • Award-winning Ubika Day Spa & Wellness Centre in the tranquility of the Blue Mountains

  • Entertaining KidsZone, a Resort where kids feel welcome

  • Adjacent to the historic Leura Golf Course

  • 23 flexible conference and event spaces

Our accommodation(s)

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Hotel location

Fairmont Resort Blue Mountains - MGallery Collection

1 Sublime Point Road
2780 LEURA
Australia

GPS:-33.721863, 150.350239

Telephone
Fax +61 2 4785 0001

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets welcome
  • Shuttle
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.1/5  4,594 reviews

TripAdvisor Rating  3.9/5  3,489 reviews

Luxury family friendly resort with the best GM

TripAdvisor rating 5.0/5

sherelydf TripAdvisor review

Stayed here over a busy school holiday weekend. Pouring rain outside but many things to do inside in a full house hotel. Free cinema, arcades, indoor pool, ice skating rink and games room with billiards. Stayed here before but totally different now under new Management. More lively, all restaurants opened, staff seems happy working here and love the atmosphere. What more if its sunny outside, can enjoh more with their outdoor activities. Next time.

Hi, Thank you for your kind review, we look forward to seeing you again soon.

Customer review rating 2.5/5

Sara D. Families - Confirmed reviews ALL

The resort was dated, in addition, common areas weren't well maintained (dirty floors, windows, bathrooms, lifts out of service etc) and the service level also didn't meet expectations (asking reception for instructions on getting to the ice rink but not being told it would be open for another 90 minutes, being made to wait unnecessarily long at concierge for the return of an item that was within sight/reach so that they could "flex their authority" - someone else then came in and handed the item to me straight away, having to call waiters over to order food at the restaurant etc). The bed was also incredibly uncomfortable with nothing but a sheet holding the two single mattresses together, creating a gap in the centre.

Dear Sara D., Thank you for taking the time to share your stay experience at Fairmont Resort Blue Mountains. We are very sorry to hear that your recent experience did not meet expectations, and we sincerely appreciate you bringing these concerns to our attention. Your comments regarding the condition of the resort and common areas, including the cleanliness, maintenance, and the lifts are concerning. This is not the standard we aim to deliver, and rest assured that your feedback has been shared with our Housekeeping and Engineering teams for immediate review. Your comments about communication and responsiveness will be addressed with our team to enhance our service delivery. Additionally, we appreciate your feedback on the comfort of your bed. We strive to provide a restful environment for all our guests and will review your concerns regarding the mattress configuration. Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back in the future and provide a far more seamless and enjoyable stay. Kind regards, Guest Relations Team Fairmont Resort Blue Mountains

Customer review rating 4.0/5

Dana L. Families - Confirmed reviews ALL

Overall very happy with the experience. Comfortable environment and accommodating staff. Dissatisfied that all 4 pools/spas were soo cold, and that a lot of kids activities (giant slide, train, carousel and horse riding) were closed. Hotel offered to open the giant slide for an additional $500 (spread over 5 families) which is a tad cheeky.

Dear Dana, Thank you for taking the time to share your feedback with us. We’re delighted to hear that you enjoyed our comfortable environment, the friendliness of our team, and the cleanliness of your accommodation. It’s wonderful to know that so many aspects of your stay were positive. We’re sorry, however, that some of the family activities were unavailable during your visit. To clarify, horse riding is no longer offered at the resort. Our train and carousel were closed because they require replacement parts, and we are unable to operate them safely until those repairs are completed. The safety of our younger guests is always our highest priority, and we appreciate your understanding. Regarding the giant slide, it was open during your stay at no additional charge. The only cost associated with using the slide is the $2 per-ride ticket, which applies to all guests. We apologise if this was not clearly communicated at the time. We also appreciate your comments about the pool temperatures and will ensure they are reviewed by our team. Thank you again for your feedback and for choosing to stay with us. We hope to welcome you and your family back for an even more enjoyable experience. Kind regards, Guest Relations Team Fairmont Resort Blue Mountains

Customer review rating 2.0/5

Tanya C. Families - Confirmed reviews ALL

Staff were not friendly at the hotel, they are not helpful or polite at breakfast. They were rude at the cafe. The pool is not heated indoors and the outdoor pool has a plastic surface which during a hot day burns your feet. I wouldn’t stay here again.

Customer review rating 1.0/5

Tonya K. Families - Confirmed reviews ALL

From the moment of arrival, our stay was less than satisfactory and unfortunately did not meet our expectations. At the time of booking (made directly by phone), I clearly advised that we required separate beds for our children. At no point was it mentioned that there would be an additional charge for a pull-out sofa. Despite this, we were charged for the sofa bed upon arrival. One of the elevators was not working, which required us to traverse four flights of stairs to access our room. This was particularly difficult as my partner has had three spinal fusions, making stair access challenging and painful. Waiting for the single operational elevator took so long that using the stairs felt like the only option, which significantly impacted my partner’s comfort. Upon entering our room, there were not enough beds made, despite the prior request for separate sleeping arrangements. While housekeeping did attend to this, the beds were made incorrectly — the sofa bed was made up in the main room instead of utilising the two single beds as discussed. Additionally, no towels were provided for the extra bed. The rooms themselves appear tired and in need of refurbishment. The carpet is old, stained, and in places burnt. Ants were coming in through the window, and there was no suitable place to hang wet swimmers to dry. We used the indoor pool, which was not cleaned for the entire three days of our stay. I have photos showing hair clumps on the tiles. I emailed reception about this and was advised housekeeping would address it. However, the following afternoon a used nappy was still left poolside. When I raised this again at reception, I was given the same response as the previous day. Based on what we observed, I would be very surprised if the chemical levels in the pool were being adequately maintained. We also walked around the outdoor facilities, including the advertised pony area. There was no pony area, the stables appear derelict and in need of removal, and the surrounding grass was overgrown. Our children were excited to see the large rainbow slide, only for us to discover that it costs $2 per slide. There were no other activities available, aside from the unclean pool and paid ice skating. Housekeeping consistency was also disappointing. On our first day, we returned from an outing to find that only one of our two interconnected rooms had been made up. When I called housekeeping, I was told different staff are assigned to different rooms. Returning to half-made accommodation detracts from the overall experience. When I requested to speak with Michelle, the manager, she made herself unavailable and instead instructed reception to provide her email address. This was extremely disappointing and did not reflect good customer service. The breakfast bar advertises gluten-free options, yet over three days none were available. While we could have asked, this should not be necessary when it is clearly advertised. The dining area is also difficult to navigate due to the table layout, and there are no larger tables near the windows to enjoy the view. Signage throughout instructs guests not to move tables, limiting flexibility further. The one positive aspect of our stay was the filtered water stations, which were very convenient and appreciated. We were genuinely excited to stay at what we believed would be a “fancy” hotel in the mountains. We had not travelled as a family for some time and were really looking forward to this break as a reset. Unfortunately, it did not meet our expectations in any way. As a travel agent, I would find it very difficult to recommend your resort to clients travelling to the Mountains based on our experience. I am more than happy to discuss this further should you wish to receive additional feedback.

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