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

We stayed the weekend of the lockdown. I am impressed how management and the staff managed the lock down orders within the sort amount of time and how you managed the room service for dinner and breakfast.

Unfortunately cut short due to Lockdown call as from 6pm 3 July 2021.

Brilliant stay , staff were exceptional , however the restaurant prices were expensive for what you got

Shower not clean. Furniture old and warned bar fridge had no shelves. Room overheated we where sweating with the window open and no room heating on .very noisy. Could put up with these things if I was not staying in a resort with your rating . Very disappointed seeing it was special trip for my 50th .

The reception, concierge, food service and the PA staff went above and beyond to make us feel welcome, relaxed and special. Nothing was too hard for them and they went above and beyond to make sure that my mothers 70th birthday was extra special. The facilities at the Fairmont are great for children but I must say that it is the staff that make us come back each time. The support staff were also excellent as we navigated the sudden lockdown in June. We will definitely be recommending the Fairmont to friends and returning when we can

Checked in just before lockdown was announced so then had to leave

We had an enjoyable stay at the Fairmont recently. The staff were lovely, polite, and down to earth -very nice! The Jamieson Restaurant could really use a makeover. Whilst lovely with the valley views at breakfast time, of an evening it has the ambience of a 1985 RSL Bistro. For the prices charged there is zero decor, zero ambience, and food service is slow. The tables are like those of a shopping mall foodcourt or old school bistro. If being used for dinner, this area needs attention. The prices are HIGH and yet the experience was very, very ordinary. The children's menu could also do with a couple of additions. We had 4 children travelling with us and they had a BALL and didn't want to leave! It would be awesome to see a taller outdoor maze so that both school age children and adults alike could enjoy it. Having stayed at the Fairmont a few times over the years we loved seeing the additions that have been made to outdoor areas (the addition of the climbing experience etc) to offer more options for the whole family. Overall though, we enjoyed our stay.

Our booking was for a Superior Room with a King bed but when we arrived our room was set up as twin singles. I let them know at the front desk but the situation was not rectfied until the next morning when I notified them again. We also only had one bath towel which I also reported as I didn't realise until Monday morning & as it was not forthcoming by 9.30am we went out for breakfast then I showered on our return. We dined at Embers the both nights. Service was very good but once again we found the restaurants 'tired' as we did the entire 'resort'.

Your relaxed peaceful environment, amenities and rooms were lovely.

Excellent customer service at all touch points.

Great location, but everything in the hotel felt old, like it need a facelift. Can't just relay on the views

staff friendly accomadation very good

This was the 2nd time we booked for our stay after the April holidays. We enjoyed the family friendly environment very much. 2 friends came along with their families. Few things to note - the property most likely need more space for drinks and snacks -- esp in rainy days and to observe social distancing. The lounge cafe area is not big enough. On the first day of our stay, the concierge put someone else's bags into our room. It was quickly rectified. The next day, we got someone else's bill and drinks voucher, which we then slotted it back into the correct room. I think maybe your staff has too much on and created the confusion. It was such a busy period! Overall though, we had a great time and look forward to another stay in this property again in the future.

Upon arriving at 7.30pm. Check In was painfully slow and unorganised. No acknowledgement of membership had to ask for drink vouchers that again was a wait till they find the cards. Asked about dinner was told restaurant is closed. Walked down to ask myself told we can squeeze you in 20min wait fine as to full for covid. Headed to the room to drop bags off. Room had stains on the carpet and no lux feel or clean. No welcome pack no water etc. Went back to the restaurant same table was free same amount of people and it was ok then. Service was slow and had to get up to ask to order my food etc. Chris the manger came over to asked how’s things. Advised him my thoughts credit to Chris he was the only one there that was happy to make right. He gave me some water for the room. Breakfast was painful with times Chris again made best of that situation. Went and advised reception for a Sofitel M gallery very poor compared to others and got the no care response. I was hoping to come back with family and after Chris asking for a second chance I will on that basis only. As he advised new management was coming in so only on that I will return. When leaving I noticed reserved car parks as i did the big walk to the car. Was very disappointing a Sofitel and staff are at this level.

We arrived in our room and found the following items were missing and we had to make a number of calls to get them fixed. Firstly, someone had entered that we wanted me a long way from the lifts. Still having issues following major surgery to me left foot would not have asked for that. Items missing;cups and saucers; drinking glasses; only one hand towel; no bathmats; no hangers unenclosed shower; no shower curtain. Running the shower led to water every where and I was particularly concerned about my safety. It was my wife's birthday and after the many stressful situations she had experienced trough the past year or so I booked to give her a relaxing special time. The young lady on reception noted my concern and through her and the duty manager's assistance we were moved to a normal ACCORR standard room the next day. If I had not been a member for a number of years I would have decided NEVER to stay at an ACCORR property ever again.