Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel 4 stars

I find it completely odd that you would engage with a customer feedback form. The establishment is so dated and the decor of the entire Hotel was old and unmaintained. In terms of improvement anything would be...

On a positive note breakfast was nice and staff we all pleasant enough especially the concierge. Bed felt like an old spring mattress from the 60's and was terribly uncomfortable, woke numerous times with sore back and even to sit in chair however that was no better. Dinner in the restaurant was overcooked and overpriced. Facility is tired and in need of refurb. First appearance driving in the premises looks nice however a look out the window of our room showed a lack of maintenance. We had a 2 night breakfast inclusive package through luxury escapes and only stayed the 1 night. Anything but luxury so disappointed.

Had a quick mid week stay. Always a good experience at the Fairmont. Clean rooms, knowledgeable staff. Nothing was a problem and all requests were catered for. Limited dining menu, but I'm sure you will not leave hungry. Thanks and c u guys soon again. Cheers.

We really appreciated the lovely, welcoming staff during our stay for two nights (5-6/8/20) - also the view of the mountains from our third floor room (no 334) was beautiful. But at $279 per night, we thought the room was overpriced. We could hear lots of doors opening and closing and people talking in the corridor. The bathroom was very small with a tiny bath, and the exhaust vent didn't work which meant the mirror misted up so you had to wipe it constantly, with everything inside the bathroom wet with condensation. Insulation wasn't the best with no double glazing with cold air easily entering through the windows frames. Staff were friendly as noted - but two requests for room service were not responded to. First, we requested housekeeping around 10.30am on the first morning (6/8) but arriving back that day around 4pm, we noted nothing had been done. We rang reception and reported this, saying it was too late to worry about - but requesting instead an extra doona, sheets and pillows. Later that night around 10.00pm, there was again no response so I rang again. The young lady on reception was surprised and apologised, deciding to deliver us the linen herself. I can only assume weekday understaffing was an issue. We also thought that in today's hi-tech world, a large, reputable hotel charging high-end tariffs should be offering free internet, rather than $10 or $20 for 24 hours only at a time. By comparison, in February this year we stayed at the Sofitel in Noosa Dua, Bali for three nights and internet was as you would expect - complimentary; something we didn't have to worry about, the way it should be for everyone. We are big fans of Netflix and in my view hotels should consider making this available too. In any case, I was interested to see that the TV had an option for 'screen-mirroring'. For this to work, our laptop and the TV needed to be on the same network and to be connected. Although this seemed simple enough, and I downloaded a 'Miracast' app for both my laptop and mobile, the TV's ID would not appear on on either device in order for a connection to be made. We just watched Netflix on the laptop in the end rather than seek technical support from reception. We have no wish to sound unappreciative but without exaggerating the matter, I believe it is ultimately of value for a hotel to receive honest feedback. I hope the Fairmont can take this on board in a positive way.

Originally booked in during March but rescheduled for June given the lockdown. A week before our stay was called and told that the hotel wasn’t open during the week so we had to reshecdule. Got a room upgrade but still lost out as myself and my partner had already booked in leave for work. We were told that things “should” be up and running by then but we would be informed if that was not the case. Prior to attending in August called up to book dinner at Embers. Our booking was taken but we were told that we wouldn’t actually be dining at Embers, just wherever they could fit us. Also told that the Embers menu was not available. Every restaurant was running off the same menu for “hygiene reasons”. Didn’t really understand how that made sense but hey, strange times, right? We were also told at this point that all spa and sauna services were closed. Pool and gym were running on a strict booking system. Would’ve really appreciated being told this was the case prior to the day before attending a resort/spa, because that’s kind of the point of going. Upon check in, staff couldn’t find our dinner booking, but that’s okay because we organised to go to a restaurant in town that had an actual menu. The room itself smelt like wet towels and had fingerprint smudges all over the thermostat, not comforting in an environment where cleanliness is being considered a high priority. Tried calling reception/concierge for a period of 90 minutes with no answer. Wanted to find out what taxi company I should be calling in order to get a lift into the town centre. Eventually got on to a taxi company and got a taxi. On our way out I spoke to reception and explained the situation, they were unable to offer any explanation as to why the phones weren’t being answered. They did however offer to call a taxi (which was irrelevant because I had just finished explaining that I had organised one, it’s almost like they weren’t listening to a word I had said). That evening room service answered in a flash, by someone identifying as being on reception (this is relevant shortly). The next morning we waited for our breakfast to turn up. Calling reception and concierge again did nothing, no answer. Called room service that was answered immediately by someone again identifying as being from hotel reception. I again asked about the problem with the phones and was given the brush off (we’ve had a busy morning). Our breakfast arrived shortly after (30 minutes late). Borderline cold. Bacon well over cooked. Even considering the current restrictions due to the pandemic, this was an entirely underwhelming experience. Staff on checkout seemed completely disinterested, this is the only time I can recall not being asked how my stay was when leaving a hotel. I’m sorry for the overwhelming negativity in this review, but in struggling to find something positive to say. The little train set was kind of cool, I guess?

was disappointed. Wednesday night we booked for dinner at the golf club (booked at hotel reception) arrived for our booking to find place not open. Went back to reception and was told will be opening shortly, 6.00pm. Went back still not open, returned again to reception and was told not opening that night. We were very unhappy, but the very nice receptionist booked us in at the hotel restaurant for our dinner.

When we booked it was with amazing reviews and we were so excited. Upon entering our room, that went out of the window fast! A tired old room with multi marks inside the closet and general feeling of being run down. Then, the bathroom, the shower spat out a bit of water, but please clean the shower head. The bath tap, well half of the water didnt go in and rolled around the sides!! Then lets get to dinner in the room. Order 2 pizzas and 2 nuggets and chips. Nuggets came fine but the 2 pizzas were completely wrong. When I called back, Simon was incredible rude and seemed to not get that they were wrong. I went to reception and finally Sam (who was lovely) tried to sort, but again it came up wrong. The whole experience left a sour taste in our mouths and we wont be returning! And to charge what you did seems an outrage. Poor all round.

very well managed during covid 19 conditions, lovely room, good food

Having experienced this busy hotel pre Covid, the precautions have been put in place. Always enjoy visiting. We had drinks at the bar and the staff member was very nice and knowledgeable. We booked the pet friendly room and our labrador thoroughly enjoyed his stay. The grounds are beautiful and breathtaking. The area is so well maintained. The food is great too, we ordered in room service.

Enjoyed the stay very much. Very comfortable, felt safe with all the COVID precautions in place.

The spa is closed from sunday to tuesday. No one informed us and thats the mail reason we went. We woukd have booked forndidferenr dates if we had known. Everything else was great given the circumstances

We have stayed at the hotel multiple times and surprisingly this time was quite disappointing. - There were problems with check-in (checked in by somebody who apparently does not usually look after check-in). - The staff did not acknowledge that I was an Accor Plus member like previous trips, where welcome drink vouchers were provided and staff repeatedly said 'thank you for your loyalty', etc. - Incorrect information (about breakfast) was provided by the person who wore an IT Technician badge when we checked. - The room was unusually hot (in winter) and the temperature control did not seem to work. I must say that a couple of staff members were great while dining at the hotel (Lauren was one I believe). We really enjoy visiting the hotel and were hoping to visit again soon. However we are unsure if we should visit again after this experience.

The resort was beautifully set out with every thing you need for a lovely stay. Staff helpful . Location amazing, food great too.

Everything was perfect until we had to pay full price for breakfast as an Accor member after being told we would get half price the day before

We recently stayed for a midweek staycation during COVID to say the staff were accomodating is an understatement- they went above and beyond to make our stay a pleasant one- thankyou!