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

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.

Stayed for a work conference, enjoyed the stay and would recommend.

As a long term ACCOR Member I have to say my recent stay at Fairmont Resort 16 and 17 June was disappointing. 1. I booked through ACCOR website and was offered a package which included 1 breakfast for two people which I selected, only to be told on arrival breakfast was not included. Checking my confirmation this was in fact room only even though I booked the package. What changes between selecting the booking and actual confirmation? 2. We booked 24 hours ahead for dinner at the Embers restaurant on Thursday 17 September ensuring we had a table in the actual restaurant, we were offered 1800 or 2000 as other times were booked out. Not a problem we took 1800 booking. However when we arrived the four of us were seated in the breakfast area, canteen style. I asked the manager what happened only to be told the 1730 and 1930 bookings get the actual restaurant, he blamed the reception for not telling us and reception blamed the restaurant manager. Needles to say we walked out and had a really enjoyable dinner at Madam Wangs.

Delays in checking-in, dinning, and breakfast service. After waiting 45 minutes for our room to be cleaned before check-in, we discovered bits and pieces on the floor, the room was very basic and bare, with none of the little touches that make a room feel somewhat special.

It’s perfect for our weekend mountains getaway

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.