Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel

From our arrival to our checkout our stay exceeded our expectations. Edison has created a welcoming, warm and hospitable environment worthy of the resort and it's location. Michael the concierge is fantastic and extremely tentative. The bar staff at the sublime lounge are excellent, special mention to Jack, who is an example of professionalism. the room is clean, the bed is quite comfortable and the service was amazing

Was overall a good stay however would say alot more outdated than I expected. The main foyer has a relatively modern and beautiful entrance and the staff were very friendly. The rooms and corridors very outdated and in need of renovation. They were clean and comfortable enough. Embers had lovely food and we loved the live entertainment at the whiskey bar. I would recommend avoiding the new Italian restaurant at all costs. I would recommend the hotel for people with children as lots for them to do however not for a couples/ adults weekend away.

One night stay. Unfortunately the pool was closed for maintenance but we were informed before our stay

Generally great but two major issues. I know staff shortages must be a major headache but feel the issues are within the hotel managements control. It was a special birthday weekend, and we made a booking at the Italian restaurant noting it was a special occasion. I unfortunately was ill the whole weekend but my family went to dinner. The whole process started to unravel there. they were seated, given menus and glasses, enquired about taking a pizza to me in the room. From there nothing, no water, no order ever taken so they walked out after 20 minutes. the pathetic story about why they could not take a pizza to me in the room beggars belief. Really not happy. Trying to get through to the hotel by phone to make bookings was a nightmare, or even sort something out is really pathetic. You hold forever and then land up in India at central reservations with them saying sorry cant help you, phone the hotel. Trying to make a spa booking is very difficult but the ineptitude of the Spa staff when using a simple computer system shows a complete lack of training. they have all the information on customers in front of them in the CRM/Booking system. It should be the first thig they check when someone phones in before they give a run around. On a positive note, as really happy to see the new whiskey bar, it is awesome and also the Italian restaurant. Reception staff were great, porters are your best advertisement and are so slick and helpful. The changes since covid have been good.

We had 2 nights accommodation and didn't have the need to go out as everything we needed was on hand