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

Customer review rating 4.3/5 16,703 reviews

Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel
See on a map
+ 24 Services
Book this hotel

Room 1

Number of guests
Children's age

Best price guarantee

How it works?
ALL - Accor Live Limitless

Free: become a member

When making a booking at this hotel:

  • I earn Status & Rewards points

  • I can use my Rewards points

  • I benefit from advantages

  • I cannot take advantage of the Members' rate

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
  • 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 accommodations

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
  • Views: Garden side, Mountain view *

* Subject to availability

  • 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
  • Views: Garden side *

* Subject to availability

  • 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
  • Views: Courtyard side *

* Subject to availability

  • 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

JAMISONS RESTAURANT

Type of cuisine: Bistro

Start your day with a gourmet morning in Jamisons Restaurant with a modern buffet and chef's cooking station. Buffet breakfast is available weekdays 06:30 to 10:00 and weekends 07:00 to 10:30. The Saturday seafood dinner buffet is available from 6pm.

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 - 16:00

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

Dinner

17:00 - 22:00

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

EUCALYPT

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.

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

16,703 reviews

tripadvisor

TripAdvisor Rating 4.0/5

3,053 reviews

TripAdvisor Certificate of Excellence
Certificate of excellence 2019

Unclean and unsatisfied

TripAdvisor rating 4.0/5

michellefX8975HJ 05/07/2020 TripAdvisor review

As Accor members there are perks to each trip. We had to ask for ours and only got half of it. We were given our vouchers for the free drinks but they were mixed in with other paperwork and we didn't see them. As they were dated for the first of our two nights we were unable to use them when we saw them the next day. The fridge had a half eaten fruit platter in it and rubbish was strewn around the hallway. COVID measures were blamed for not making up the room each day but surely the opposite should be the case that there is more cleaning, not less. The King bed was the usual 2 beds pushed together but they were so old that when we tried to cuddle during the night we had to roll 'uphill' to get to each other as the mattresses were a bit saggy. Dinner was lovely and as members we got it half price. Breakfast the next morning was $27 each and we were told after the fact that it wasn't included in the half price for food. Apparently breakfast isn't 'food'. I do not eat eggs and as a result my $27 breakfast was a bacon sandwich that I made myself out of one slice of dry toast. There were a couple of small pastries that were nice. We had two nights there for a midweek break and there was construction going on for the rooms underneath ours. This meant that we were forced out of the room by about 0930 when the drilling started. For our full price room. With a late check out we couldn't take advantage of as the noise was too much. Overall we were very disappointed with the Fairmont. As a result we are re-thinking whether we stay Accor members.

2 night getaway

TripAdvisor rating 4.0/5

mattskywalker 03/07/2020 TripAdvisor review

We have stayed at this Hotel many times. I know that we are coming out of the Covid lockdown and that things would be different however we booked via the Accor app for 2 nights. The Hotel looked to be about 30% booked and we were given a room in a section of the Hotel which was being renovated. We stayed Sunday Monday nights and by Monday afternoon we could not hear ourselves think due to the construction noise. I have no idea why they would put us in a section for 2 nights while there was plenty of room away from the construction noise. We spoke to reception twice and eventually were given another room. As an Accor member we had our own marked car park which was great however I had to remind the reception that we would normally have complementary water and other gifts being a Gold member. The gifts did arrive the next day. Adam at reception was very helpful with the room change. I realise that there would have been a reduction in staff however there was a distinct lack of communication with regards to which bars were open on the Monday night ( I was told that they would be open ) and the were closed

Our weekend away

TripAdvisor rating 4.0/5

852cheryl 23/06/2020 TripAdvisor review

We go every year. We enjoy the food and service at the restaurants. Great view, location and facilities. There is nothing to fault, except the parking. It is shared with the golfers. It can sometimes be a bit difficult

Dear 852cheryl, We very much appreciate you taking the time to give your feedback regarding your recent stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. It is always a pleasure to receive positive feedback. Thank you for choosing to stay with us and we look forward to warmly welcoming you and your family back to the resort and sublime Blue Mountains again. Sincerely, Leigh Salas Acting General Manager

Was OK.

Customer review rating 4.3/5

Joe C. Couples - 12/04/2020 Confirmed reviews ALL

Was overall disappionted. Room being made took all day. We had to request room to be cleaned.Wasn't done till abot 4pm.

Dear Joseph c., 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

Disappointed once again with how disability friendly the resort is

Customer review rating 4.3/5

Angie T. Families - 08/04/2020 Confirmed reviews ALL

I arrived at Fairmont with my two children, one severely physically disabled. Upon arriving, all three disabled parking spots were taken. That's understandable although more disabled spots should definitely be marked. I was happy to unload my luggage and then drive to the parking area located past the Ubika day spa. I found a spot in the second parking lot farthest from the resort entrance. After parking and placing my child in her walking frame, I see there is no footpath to the entry. We had to walk on what was already a narrow road. To have two young children, one with walking difficulties, to walk along the road is extremely dangerous. And to add to the difficulty, there were only steps leading up to the resort entrance! We could not get up with my daughter's walking frame. This is unacceptable. The disabled should be given greater convenience and easier access to facilities. That was certainly not the case at Fairmont. We then had to continue walking on the road and come around the front through the car park. We're extremely disappointed. Then during our stay my children wanted to visit the ride on cars. Not surprisingly, from the front lobby, there were only steps leading down to the ride on cars. We then had to take the longer route down the path and back around to the meeting point for ride on cars. It's already hard enough having to take young children on trips away, let alone one who is disabled. She has so much difficulty and the last thing she needs to see is the added obstacles we have to deal with because venues like yours are not accommodating enough.

Dear Angie T., 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 even this time; 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. Unfortunately your stay did not go well this time as well due to the parking issue. If you had informed us about not getting a disabled spot we could have arranged an alternate spot for you closer to the foyer. Please let us know next time if you do face any such issue and we will do our best to fix it. 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 location

Customer review rating 4.3/5

Peter Couples - 02/04/2020 Confirmed reviews ALL

Enjoyed walking the gardens, staff very polite and helpful in these trying times.

Dear Peter 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 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

Fantastic service, location and atmosphere

Customer review rating 4.3/5

Bec Couples - 01/04/2020 Confirmed reviews ALL

Second time at Fairmont and will not be our last. Planning to come again in July. Even amidst the Covid-19 crisis, staff were friendly, informative and helpful. No panic and calm friendly staff. Love this place and will be making it a must at least 2-3 times a year. Thank you for such an enjoyable time...again!

Dear Rebecca M., 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
Customer review rating 4.3/5

Anonymous Business - 01/04/2020 Confirmed reviews ALL

I this difficult times When al facilities closed , staff were very helpful

Dear Wajdi H., 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. As your aware due to government regulations we had to close the facilities. We will open again once the ban is removed. 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

Staff were rude

Customer review rating 4.3/5

Sarah M. Families - 31/03/2020 Confirmed reviews ALL

Worst stay ever and so we checked out early. Made to feel as if we were a burden. Still waiting for our refund. Won't be back

Dear Daniel, Thank you for taking the time to provide feedback on your recent stay with us. We were disappointed in reading that your experience did not meet expectations regarding staff service and apologise for this - never our want or intention to have any one of our valued guests leaving feeling anything other than 100% satisfied. Staff training and development is our number one priority and an area that receives much time, effort and company resources. As a result of this focus, we usually receive accolades from our guests for the warm, friendly and professional service consistently found throughout the resort. It is very disappointing to us that this was not reflected in your case and we assure you it is certainly a rarity and once again apologise. Your refund has been processed and it should reflect in your account by now. Apologies for the delay. We were unfortunately unaware of your dissatisfaction while here with us and would ideally like to understand your issues more clearly to enable us to fully investigate for you and ensure improvements art made from our end as we take guest feedback very seriously. Please email me on this email or alternatively phone me on 02… at a time that is suitable to you. Thank you once again for your feedback and we hope to hear from you soon. Sincerely, Ninan Mathew Front Office Manager

Beautiful

Customer review rating 4.3/5

Karen Couples - 29/03/2020 Confirmed reviews ALL

We had a lovely evening here, the staff, food and room were wonderful

Dear Karen L., 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

Good

Customer review rating 4.3/5

Anonymous Couples - 29/03/2020 Confirmed reviews ALL

It was a nice room, two PowerPoints didn’t work but when I told them on check out they were getting fixed. Overcharged me for stay (didn’t ask me how I wanted to pay and put through as credit) then said they would refund and didn’t end up refunding.

Dear Kirsty M., 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 have refunded the surcharge difference back to your card. Please expect it to reflect in 3-4 business days. 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

Expected a 4 star hotel and found a 2 one

Customer review rating 4.3/5

Ignacio S. Families - 29/03/2020 Confirmed reviews ALL

I have chosen this hotel for Christmas and then due to the bush fires we rescheduled it for last weekend. The main reasons for this booking were quiet spot in a busy area, variety of restaurants, facilities and great views. Neither of them were fulfilled. There was a wedding, after the formal party they continued the party in the rooms near mine, the restaurants were shut, just embers was open, the facilities were lacking maintenance and the views were only from reception... My wife and I left quite disappointed.

Dear Ignacio , 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 your experience did not meet your expectations; please allow me to express my sincerest apologies. We do pride ourselves on providing only the highest quality of product and service which we appear to have fallen down on on this occasion. Please rest assured that we are taking the appropriate measures to address the problems outlined in order to prevent future occurrence. We truly dislike to see any of our guests unhappy with their stay as we take all feedback very personally and pride ourselves on running a professional service, which we have let you down on this occasion. We would like to offer you both complimentary breakfast as well as a complimentary upgrade to one of our deluxe suites next time you stay. Please simply copy this email into your booking direct with the resort in order to redeem this offer, there is no validity attached it is simply subject to availability at the time of booking. We appreciate you 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

Reasonably good however staff attentiveness variable

Customer review rating 4.3/5

Kylie D. Couples - 29/03/2020 Confirmed reviews ALL

We arrived early around 1 pm and had to wait until 2.30 for our room to be ready , no-one called to let us know when it was so we had to ask several time. We found it hard to order coffee or dinner as no-one was at the front desk or in the downstairs bar

Dear Kylie, 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. In regards to check in our standard check in time is 15:00 hrs and check in prior to that is subjected to availability. 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

Good stay

Customer review rating 4.3/5

Gail S. Friends - 27/03/2020 Confirmed reviews ALL

My friend and I were sharing a room and we had trouble with the toilet not flushing properly. We informed the girl on the desk who said she would report it to the maintenance department. We don't know if it was attended to or if it was impossible to fix the toilet flush but it was not working properly while we were staying in the room.

Dear Gail S., 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

Great relaxing location and extremely friendly staff

Customer review rating 4.3/5

Tony Z. Couples - 27/03/2020 Confirmed reviews ALL

Great relaxing location and extremely friendly staff

Dear Anthony Z., 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

Another wonderful stay

Customer review rating 4.3/5

Brian N. Couples - 27/03/2020 Confirmed reviews ALL

My wife and I had another wonderful stay last weekend at the Fairmont Resort in the Blue Mountains. We were blessed with great weather. The weekend we stayed was when the social distancing was in place and we were very impressed with how this was implemented during breakfast and in the resort's fine dining restaurant Eucalypt and at reception. Accommodation and staff were excellent as usual. It is our home away from home for weekend escapes and even better because it is such a short distance from Sydney. Always highly recommended!!!

Dear Brian N., 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

Beautiful location & friendly welcoming staff

Customer review rating 4.3/5

Kye Couples - 24/03/2020 Confirmed reviews ALL

We had a lovely 4 night stay, was going to be 5 nights but we ended up leaving a day early due to Covid-19 virus. We enjoyed breakfast in the Sublime Lounge & also room service for dinner one night. We had a lovely courtyard room with a very comfortable bed.

Dear Kylie E., 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

Very pleasant

Customer review rating 4.3/5

Anonymous Friends - 24/03/2020 Confirmed reviews ALL

My stay was very enjoyable the room cleaning was excellent the service for our morning teas very good my only complaint was the dinner we had king wait time for orders to be taken wine took twenty minutes to arrive meal nice although cool and the dessert was all cream granted on complaining t was taken off the account All staff very pleasant

Dear Terry & Roxie M., 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. I have also shared your comments to our F&B Manager and we apologise for the same. 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

Unprofessional Front counter

Customer review rating 4.3/5

Mark Couples - 24/03/2020 Confirmed reviews ALL

Requested early check in. When we arrived midday were told room was not ready.That happens. When my wife got into the room.The tv would not work. Called front desk.They sent Adam Conceige he couldn't fix .He would try to move us but front desk wouldn't. Tried to fix again but couldn't. When my wife mentioned we were gold members, Adam said there's plenty rooms empty this is rediculace Thanks to Adam we were moved

Dear Mark F., 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

Ok hotel, good location

Customer review rating 4.3/5

Ameya K. Families - 24/03/2020 Confirmed reviews ALL

The check in process was a nightmare. We were informed that our room would ready by 3pm but it was not. Abbey at reception was unhelpful. The hotel is dated but has an excellent location. The wine list and menu at Ember restaurant was good and so were the staff who served us very well. Jamison restaurant at breakfast was terrible. Despite having paid for breakfast in our rate, the lady at the door insisted that we must have a reservation for breakfast. This was not communicated to us at check in nor did we receive any communication via email or by letter (to our room). I was disappointed with the lack of communication. I understand the current situation with regards to the pandemic but communication is key. In essence, this is probably the worst fairmont or Sofitel hotel I have stayed in and I doubt I’ll be back.

Dear Ameya, 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
Our most recent 20 reviews

In partnership with TripAdvisor