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

Customer review rating 4.3/5 17,208 reviews

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Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel
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Hotel extras

  • Nature's splendour on your doorstep

  • Heavenly gardens

  • Award-winning KidsZone

  • Adjacent to Leura Golf Course

  • 15 flexible conference and event spaces

This hotel participates to Planet 21 and is acting in favour of Positive Hospitality.

Services in the hotel and nearby

Check-in from 15h00

Check out up to 11h00

Paying

Services and practical information
  • WIFI/Internet AccessPaying
  • Parking
  • Accessibility for people with reduced mobility
  • Pets allowedPaying
  • 100% non-smoking hotel
  • Air Conditioning
  • SYDNEY KINGSFORDPaying
  • Languages spoken at the hotel
  • Reception open 24 hours a day
  • Early check-in/Late check-outPaying
  • Dry cleaning / Ironing
  • Boutiques/shopping
  • Concierge
Leisure and activities
  • Swimming pool
  • Fitness centre
  • Well-being
  • GolfPaying
  • Outdoor tennis court (Nearby)
  • Outdoor sports
Catering
  • BreakfastPaying
  • 3 restaurant(s)
  • 1 bar(s)
  • Room service
Business services
  • 23 meeting room(s)
  • Conventions hotel

Hotel location

Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel

1 Sublime Point Road
2780
leura
australia

Tel: +61247850000

Fax: (+61)2/47850001

Check-in from 15h00

Check out up to 11h00

  • By plane

    SYDNEY KINGSFORD At 111km / 68.98 miles - Shuttle paying

  • By train

    LEURA TRAIN STATION At 3km / 1.86 miles

GPS :-33.721863, 150.350239

Our accommodation(s)

Elegantly appointed and stylish, guest rooms at Fairmont Resort Blue Mountains provide the perfect retreat within this peaceful setting. Recently refurbished, each guest room and suite is spacious, comfortable and contemporary, featuring views over the Ja mison Valley, the Blue Mountains National Park, Leura Golf Course and the hotel's gardens and walkways. Guests staying at this superb Blue Mountains hotel can enjoy a range of in-room facilities, including a minibar, WIFI access, an LCD TV and ensuite.

STANDARD ROOM, 1 King Bed

  • Max. number of persons: 2
  • Area: From 27 / 291 sq ft
  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Coffee/tea making facilities
  • Direct dial telephone(...)

STANDARD ROOM, 2 Queen Beds

  • Max. number of persons: 4
  • Area: From 27 / 291 sq ft
  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Coffee/tea making facilities
  • Direct dial telephone(...)

SUPERIOR ROOM, 1 King Bed, Garden or Valley Views

  • Max. number of persons: 2
  • Area: From 27 / 291 sq ft
  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Coffee/tea making facilities
  • Direct dial telephone(...)

SUPERIOR ROOM, 2 Queen Beds, Garden Views

  • Max. number of persons: 4
  • Area: From 27 / 291 sq ft
  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Coffee/tea making facilities
  • Direct dial telephone(...)

SUPERIOR ROOM, 1 King Bed, Courtyard

  • Max. number of persons: 2
  • Area: From 35 / 377 sq ft
  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Coffee/tea making facilities
  • Direct dial telephone(...)

STANDARD ROOM, 2 Single Beds

  • Max. number of persons: 2
  • Area: From 27 / 291 sq ft
  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Coffee/tea making facilities
  • Direct dial telephone(...)

DELUXE ROOM, 1 King bed, Spa Bath

  • Max. number of persons: 2
  • Area: From 40 / 431 sq ft
  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Coffee/tea making facilities
  • Direct dial telephone(...)
Rooms

Our restaurants and bars

JAMISON'S RESTAURANT

Type of cuisine: Bistro

Start your day with a gourmet morning in Jamison's Restaurant with an a-la-carte breakfast. Breakfast is available daily with seatings available at 07:00, 08:15 or 09:30am.

Menu (PDF)

Dinner

17:00 - 21:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

EMBERS RESTAURANT

Type of cuisine: Regional

Experience a taste of Blue Mountains flavours with our casual dining menu. Enjoy a meal by the iconic stone fireplace for lunch or dinner. Soak in the rich mountain atmosphere created by the fireplace set to a backdrop of Jamison Valley views.

Menu (PDF) Cocktail menu (PDF)

Lunch

12:00 - 14:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

17:00 - 22:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

EUCALYPT GRILL

Type of cuisine: Gourmet

With a food philosophy centred around providing simplistic, warm and comforting food with fresh and authentic tastes of the Blue Mountains region and beyond. Experience modern dining and our signature cocktails designed by our inhouse mixologist.

Menu (PDF)

Dinner

18:00 - 21:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

SUBLIME LOUNGE

Non contractual photo

The perfect venue to indulge in our delectable High Tea or enjoy a glass of fine Australian wine whilst immersing yourself in the panoramic views of the resort grounds. Taste our unique Sydney Brewery beer whilst grazing in front of the dual fireplace.

Menu (PDF)

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Your meetings and events

Our meeting rooms

  • Number of meeting rooms: 23

  • Maximum size: 576

  • Maximum capacity: 800 people

  • Maximum banquet capacity: 520 people

Find out more

Our guest reviews for
Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel

100% genuine reviews from our guests

Find out more

ALL Rating 4.3/5

17,208 reviews

tripadvisor

TripAdvisor Rating 4.0/5

3,110 reviews

GOOD STAY

Customer review rating 4.3/5

Peter L. Couples - 25/10/2020 Confirmed reviews ALL

the accommodation was very comfortable, restaurant excellent. We were impressed that Covid 19 reqirements were strictly observed. Staff were pleasant. Altogether a very enjoable stay.

Dear Mr. Peter L., We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel. We are very happy to hear that you had enjoyed your stay with us despite our adjustments to our policies for those who may have been affected by COVID-19. At this time, our number one priority is the health and safety of our guests and our staff. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Angeli Fuentebella Assistant Manager - Front Office

Good stay

Customer review rating 4.3/5

Anonymous Families - 25/10/2020 Confirmed reviews ALL

Service and staff terrific food I’ll return

Dear Lorraine D., We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Ninan Mathew Front Office Manager

Great getaway

Customer review rating 4.3/5

Anonymous Couples - 25/10/2020 Confirmed reviews ALL

Visited to celebrate 26th wedding anniversary. It was a great getaway. All staff we extremely accommodating, polite & professional.

Dear Kelly, Thank you for taking the time to provide feedback on your recent stay with us in the beautiful Blue Mountains. We are so pleased to have played a part in making your time here so enjoyable and especially appreciate your comments on our staff service. It is our absolute focus to ensure each one of our guests feels warmly welcomed from the moment of arrival and throughout their stay. Our onsite team here are focused on genuine and sincere service. Thank you for allowing me to share your compliments, our team appreciate knowing their efforts make such a positive impact on our guests experience. We look forward to warmly welcoming you back to the resort again soon. Sincerely, Ninan Mathew Front Office Manager

Beautiful gardens, inside dated

Customer review rating 4.3/5

Mark M. Families - 25/10/2020 Confirmed reviews ALL

The gardens are Beautiful but the rooms are in need of a renovation. The menu in the restaurant was disappointing ,even taking Coved19 in mind you should do better for a well known name in the Blue Mountains. The service was friendly and good.

Dear Peter O., We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We are also doing renovation work in projects so you will be some changes soon. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Ninan Mathew Front Office Manager

Love Leura

Customer review rating 4.3/5

Roy Couples - 24/10/2020 Confirmed reviews ALL

Little disappointed.

Dear Roy We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. We appreciate your constructive feedback that allows us to address any concerns and continue to make improvements and adjustments in line with guest expectations. Our sincere apologies for your dining experience not meeting expectations in regards to both the standard of food and the slow service. Please be assured this is certainly not reflective of our usual high standard of personalised, efficient service or high quality food and has been shared with both our Restaurant Manager and Chef for review, thank you for bringing it to our attention. Thank you again for sharing your experience, and we look forward to welcoming you both back again in the near future. Sincerely, Ninan Mathew Front Office Manager

Great place to return to

Customer review rating 4.3/5

David Families - 24/10/2020 Confirmed reviews ALL

I really like the Fairmont - having stayed several times over the last 2/3 years Hotel was as good as ever although COVID has forced small changes to keep us all safe. It was first meal at the Grill , good food and friendly and efficient staff. Enjoy the approach with the hotel extending the facilities and activities, like the pony rides and the flying fox.

Dear David M., We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel. We are delighted to read that you had an excellent stay and enjoyed your visit at our hotel. It is always encouraging to learn that guests are satisfied with our service as it is what we strive for every day. Thank you for your kind feedback, and we hope to see you again soon for another magnificent journey with us. Ninan Mathew Front Office Manager
Customer review rating 4.3/5

Ruth E. Couples - 24/10/2020 Confirmed reviews ALL

We experienced very friendly staff at the desk. Only a shame that the dinner staff were not as friendly or helpful. Greater disappointment was the room menu which was identical to the previous . Please review this as simple family options would be difficult ! Too fancy!

Dear Ruth, We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. We are pleased to read how you enjoyed your time spent here with us and have shared your comments with our genuinely caring team, thank you. Covid restrictions have highly impacted our operation. Please be assured this is certainly not reflective of our usual high standard of personalised, efficient service or high quality food and has been shared with both our Restaurant Manager and Chef for review, thank you for bringing it to our attention. I want to extend our sincere apologies for your dining experience as it clearly did not meet your expectations in regards to our standard and options of food. Thank you again for sharing your experience, and we look forward to welcoming you both back again in the near future. Sincerely, Angeli Fuentebella Assistant Manager - Front Office

Wonderful Staycation

Customer review rating 4.3/5

John L. Couples - 23/10/2020 Confirmed reviews ALL

We were promptly served for our dinner on the 21st October as well as the breakfast on the 22nd October. The portion of food was just enough for us. The waiters were gracious, polite and competent in their service. Above all, they went about their tasks with a smile.

Dear Kathleen, Thank you for taking the time to provide feedback on your recent stay with us in the beautiful Blue Mountains. We are so pleased to have played a part in making your time here so enjoyable and especially appreciate your comments on our staff service. It is our absolute focus to ensure each one of our guests feels warmly welcomed from the moment of arrival and throughout their stay. Our onsite team here are focused on genuine and sincere service. Thank you for allowing me to share your compliments, our team appreciate knowing their efforts make such a positive impact on our guests experience. We look forward to warmly welcoming you back to the resort again soon. Sincerely, Ninan Mathew Front Office Manager

excellent stay

Customer review rating 4.3/5

Henry Couples - 23/10/2020 Confirmed reviews ALL

everyone was very helpful

Dear Henry, Thank you for taking the time to provide feedback on your recent stay with us in the beautiful Blue Mountains. We are so pleased to have played a part in making your time here so enjoyable and especially appreciate your comments on our staff service. It is our absolute focus to ensure each one of our guests feels warmly welcomed from the moment of arrival and throughout their stay. Our onsite team here are focused on genuine and sincere service. Thank you for allowing me to share your compliments, our team appreciate knowing their efforts make such a positive impact on our guests experience. We look forward to warmly welcoming you back to the resort again soon. Sincerely, Ninan Mathew Front Office Manager

Not the experience that it used to be

Customer review rating 4.3/5

Anonymous Families - 23/10/2020 Confirmed reviews ALL

Positives - Staff generally very good and keen to fix issues where they arise - Generous breakfast - Generously sized rooms Negatives - Covid restrictions go beyond what other hotels and similar facilities are doing - e.g. other hotels have spas open and kids play equipment open; Fairmont does not - Covid restrictions were not upfront when we booked so we were highly disappointed that facilities that are open elsewhere are closed at the Fairmont - Some inexplicable covid-related decisions - e.g. in closing off the pool for cleaning, staff also close off access to the gardens - took us a frustrating 15 minutes of walking all the way around the hotel to find our way back in We would go back, but not before the hotel had reopened its facilities in the same way that other hotels have

Dear James, Thank you for taking the time to complete our guest satisfaction survey following your recent stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. We are pleased to see your lovely comments about our staff. We really appreciate it. I am sorry if some of the facilities were not available during your stay. Please allow me to express my sincerest apologies. Some of our facilities are closed just due to low demand. Areas like Spa are open from Wednesday to Sunday. Shop can be opened by a reception staff member at any time. Children's play area has high risk of surface transmission and we have found it is not possible to clean easily. However we have children's outdoor play area instead. Next time we will strive for higher scores. At the Fairmont Resort, we strive to provide a superior service experience for every guest; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the areas marked down to prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Ninan Mathew Front Office Manager

Beautiful gardens

Customer review rating 4.3/5

Jill G. Solo - 23/10/2020 Confirmed reviews ALL

A great experience. The Fairmont provides good service, well appointed rooms and excellent food and beverage service. The only disappointment was that the day spa and shop were closed. Gardens and view are perfect for a relaxing stay.

Dear Jill G., We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel. It is always a pleasure to receive positive & constructive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We are sorry that you were unable to use our Day spa and the shop. Our Day spa is currently open from Wednesday to Sunday. The shop is staffed only at certain hours but the reception staff member can always open it for any guest at any time. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Ninan Mathew Front Office Manager

Always a relaxing stay

Customer review rating 4.3/5

Deb S. Business - 22/10/2020 Confirmed reviews ALL

I have stayed a couple of times at the Fairmont on business trips and always found it a haven after a busy day. Rooms always clean and beautiful and staff welcoming and helpful.

Dear Deb S., We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Ninan Mathew Front Office Manager

Handy electric car charger

Customer review rating 4.3/5

Terry C. Couples - 22/10/2020 Confirmed reviews ALL

We understood the covid issues no problem. I only deducted a point due to there never being enough coffee and milk in the room, those staples should not require regular calls to the front desk. Good idea to vary your evening menu on alternating days. We only ate out on the second night because the menu was the same. Good stay though, thank you.

Dear Terry We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We also appreciate constructive comments and wanted to apologise to you for the issues regarding room amenities. I wanted to take this opportunity to advise you that as part of our current All safe programme we have minimised the amenities in the rooms to reduce the risk of surface transmission and wastage. We apologise in the interim for any inconvenience caused. Thank you again for sharing your experience, and we look forward to welcoming you back to the resort and stunning Blue Mountains once again in the near future. Sincerely, Ninan Mathew Front Office Manager

EXCEPTIONAL FREINDLY SERVICE

Customer review rating 4.3/5

Craig D. Couples - 22/10/2020 Confirmed reviews ALL

We booked stay for 3 nights as a special treat for our wedding anniversary, (stayed here as well for our honeymoon), and despite the pandemic had an exceptional and memorable stay. The service from the staff was always friendly and 1st class and maintained a welcoming feeling that endured through the entire stay. Due to Covid a few things were a little different such as booking times for the pools, gym and restaurant for Dinner and Breakfast, but the process was easy and painless, as was ordering room service through the app indicated in the room. The room was spotless, spacious, and the little courtyard added to that feeling of comfort, we also received a generous gift of cheese platter and quality wine on arrival. Despite Covid procedures in place to allow safe use of most of the resorts facilities, including the cinema (little and Big Kids enjoyed this) which had a good selection of movies running, access to enjoy the resort was never an issue. Food at the restaurants was very enjoyable, and the service we received was far in excess of what we expected, staff were always at hand without being intrusive that made our anniversary night very special. this was topped off with a special anniversary desert that my wife loved. Breakfasts were generous, with a good selection of options that made a great start to the D.. There are some works that are being undertaken including undercover car park and ice skating rink, which we are looking forward to returning for next year. We will be excited to return again next year, and look forward to our next stay at the Fairmont

Dear Craig, Thank you for taking the time to provide feedback following your recent family holiday with us here at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. We are so pleased you all throroughly enjoyed your stay and have shared your kind feedback with our great onsite team here, thank you. How lovely that you were all able to enjoy the generous offering of activities and facilities available here at the resort. We are only continuing to add to these including the recent upgrading of our outdoor swimming pool area, the addition of a Sauna to the indoor pool area, our brand new outdoor basketball court and outdoor gym facilities, the new Adventure Park ropes course and our amazing new world class D. Spa, Ubika, which opened late last year! The great news is there's still more to come, we are now relocating our indoor gym to our new Spa building as well commencing work on an ice skating rink! Our absolute focus here at the Fairmont is to ensure we continue to surprise and delight our many returning guests. Thank you again for sharing your experience, and we look forward to welcoming you and your family back to the resort in the near future. Sincerely, Ninan Mathew Front Office Manager

It was wonderful to be back, our suite was just lovely

Customer review rating 4.3/5

Trisha P. Couples - 22/10/2020 Confirmed reviews ALL

Thankyou for redeeming faith in Fairmont, this time our stay was lovely. From the friendly concierge to fast check in. Our suite was great, and the complimentary breakfast was unexpected. Diane was so lovely, she is a asset to the hotel.

Dear Patricia P., We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel. We are so glad that you loved your stay this time. I will make sure to share your lovely comments with Ninan & Dianna as well as with their managers and peers. This will serve as an encouragement to them. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Leigh Salas Acting General Manager

Nice upgrade

Customer review rating 4.3/5

Liz B. Solo - 22/10/2020 Confirmed reviews ALL

This was my 88 year old mother’s fist time ever staying in a hotel on her own. Imagine? My father died in April and last Christmas we had organised a family stay at The Fairmont so all could come to my house in Leura for a Christmas lunch. Then the bushfires struck so we postponed and then my father became unwell so we postponed again . So finally I organised for my mum to come and stay with her small dog. She changed her mind about bringing the dog so I rang to change her room. An extremely nice receptionist upgraded my mum and when sue heard the story said she would have a title of wine in my mums room. This was perfect. When we arrived mum lived the room but was disappointed to find no wine. I went to reception and the male receptionist looked dubious at my story but did and my mum wine so Thankyou. Then my mum decided to h her first bath in many years. She climbed into the bath and then looked around and there were no towels! Poor mum! She rang and eventually got some towels . So a few disappointing things but otherwise fine

Dear Barbara B., Thank you for taking the time to tell us about your experience at the Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel. I am so sorry that we failed to deliver what we had promised to you. Rest assured I will look into it personally. Please let me know if you do plan to stay here next time and I will make sure everything goes perfect. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Ninan Mathew Front Office Manager

Nice hotel

TripAdvisor rating 4.0/5

Darren5556 22/10/2020 TripAdvisor review

Overall this is a nice hotel, however, so it should be for the price tag attached. We were disappointed that we had to share a resort pool with a local swimming class being held for school kids. Present Covid restrictions has some parts of the Hotel closed, which was disappointing but understandable. the views that this property presents are brilliant.

Dear Darren5556, Thank you for taking the time to give us your feedback on Tripadvisor. We appreciate your positive & constructive comments. We are sorry there were some aspects where we did not meet your expectations. Due to the current conditions we are trying to support our local community by sharing some of our facilities. The only other thing that is closed apart from that is our children's play area but instead we have an outdoor play area for them. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Leigh Salas Acting General Manager

Very Limited

Customer review rating 4.3/5

Emma Couples - 21/10/2020 Confirmed reviews ALL

The staff were amazing and very friendly. The food was really nice. The downfall was the bed was uncomfortable, and there wasn’t much privacy. We could hear everything from our neighbours room. Every little noise and being woken with the tv. Not much to do due to COVID restrictions. It was a letdown that our days had to be laid out due to bookings of what we wanted to do. The cinema experience was unexpected yet amazing.

Dear Emma, Thank you for taking the time to complete our guest satisfaction survey following your recent stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. I am sorry if some aspects of your experience did not meet your expectations; please allow me to express my sincerest apologies. Next time we will strive for higher scores. At the Fairmont Resort, we strive to provide a superior service experience for every guest; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the areas marked down to prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Ninan Mathew Front Office Manager

Absolutely everything

Customer review rating 4.3/5

Cathy D. Families - 21/10/2020 Confirmed reviews ALL

Absolutely everything about this place was perfect, staff, rooms, food, place, location. We will be back! I organised a surprise 60th for my husband, I cannot express enough how wonderful staff were to deal with to organise and during our stay with family at the resort, staff were outstanding. We will definitely be telling everyone of our fantastic stay at this resort.

Dear Cathy, Thank you for taking the time to provide feedback on your recent stay with us in the beautiful Blue Mountains. We are so pleased to have played a part in making your time here so enjoyable and especially appreciate your comments on our staff service. It is our absolute focus to ensure each one of our guests feels warmly welcomed from the moment of arrival and throughout their stay. Our onsite team here are focused on genuine and sincere service. Thank you for allowing me to share your compliments, our team appreciate knowing their efforts make such a positive impact on our guests experience. We look forward to warmly welcoming you back to the resort again soon. Sincerely, Ninan Mathew Front Office Manager

Miscommunication

Customer review rating 4.3/5

Kathy Families - 20/10/2020 Confirmed reviews ALL

when we checked in I wanted to book myself and family for the following morning to go to the gym. Reception said that we can only book on the day for the day. When I went down to the gym area the lady ticking off names and taking the temperature advised that we could book in from the day before. Clearly there was no communication between staff. I have been coming here for over 5 years and this is the first time that we were receiving different information from different staff

Dear Katerina G., Thank you for taking the time to tell us about your experience at the Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At MGallery, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Ninan Mathew Front Office Manager

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