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

Customer review rating 4.3/5 17,173 reviews

#ALLSAFE Accor

ALLSAFE approved hotel

Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel
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+ 25 Services
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Room 1

Number of guests
Children's age

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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
  • Views: Garden View, 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 View *

* 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 View *

* 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

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

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

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

17,173 reviews

tripadvisor

TripAdvisor Rating 4.0/5

3,109 reviews

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

Lovely stay

Customer review rating 4.3/5

Amanda Couples - 19/10/2020 Confirmed reviews ALL

Room was nice, staff were friendly, breakfast was amazing! Dinner at Embers was a little disappointing though

Dear Amanda C., 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

Not how it used to be

Customer review rating 4.3/5

Natasha Families - 18/10/2020 Confirmed reviews ALL

This time our experience was not as good as all the other years we have previously been at the Fairmont. I have been coming with my family for approx 28 years and our very last trip last weekend was not great. Very disappointed I understand there are Covid restrictions but something simple as having to ask for toilet paper and tissue boxes in our room. Never in a million years did I think that would be the case at the Fairmont

Dear Natasha 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; 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

Beautiful atmosphere

Customer review rating 4.3/5

Kerrie Friends - 18/10/2020 Confirmed reviews ALL

Beautiful hotel in a lovely location. Staff are beyond friendly and helpful.

Dear Kerrie, 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. 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, Angeli Fuentebella Assistant Manager - Front Office

It's all great except the leaking bath / shower

Customer review rating 4.3/5

Cara C. Couples - 18/10/2020 Confirmed reviews ALL

The Sublime suite is beautiful and everything seems great until when I had the shower and realised water leaking badly from the base of spa bath and flooded the floor. Informed reception the next morning and expected it to be fixed. Presumably they had done something as the leaking was not as severe but still needed to use the bath towels to stop the water flooding the bathroom floor. It needs some proper maintenance.

Dear Cara, 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

Average all round

Customer review rating 4.3/5

Mel Couples - 17/10/2020 Confirmed reviews ALL

General lack of vibe, notwithstanding COVID. Housekeeping poor - cardboard cups and plastic glasses not replaced even though used, dirty wineglass not changed. But both toilet rolls re-pointed, so does that indicate priorities?

Dear Mel, 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

Good stay

Customer review rating 4.3/5

Michael M. Couples - 17/10/2020 Confirmed reviews ALL

2 day get away

Dear Linda 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

great location well looked after

Customer review rating 4.3/5

Sharon Couples - 17/10/2020 Confirmed reviews ALL

had a great time plenty to do rooms were clean and tidy and spacious

Dear Neil 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. Unfortunately we can only guarantee early check in at 15:00hrs. Anything before that is subjected to availability. 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 location and a beautiful hotel

Customer review rating 4.3/5

Robyn Couples - 17/10/2020 Confirmed reviews ALL

The stunning view of the mountains from the dining room complemented a beautiful hotel set in immaculate grounds. It was Spring and the abundance of trees in blossom added to a beautiful stay. The room was immaculate and the facilities such as gym, indoor and outdoor pool and all- day coffee shop added to the visit. We would certainly come again.

Dear Robyn C., 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 property, pity about Wuhan 20.

Customer review rating 4.3/5

Paul C. Couples - 17/10/2020 Confirmed reviews ALL

fine, but not the same as before Wuhan, not your fault.

Dear Paul 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

staff pleasant especially check-in and barman on level4

Customer review rating 4.3/5

Marie M. Friends - 17/10/2020 Confirmed reviews ALL

It was very disappointing to find no hand soap in bathroom to wash hands, no coffee only decaf and when I was about to have a shower no face washers. I can honestly say I have never checked into a hotel and found all these things not replenished.

Dear Marie, 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

Good size room, beautiful big bath towels and good breakfast.

Customer review rating 4.3/5

Diane Friends - 17/10/2020 Confirmed reviews ALL

We were fortunate to book through Luxury Escapes so got a very good deal, not sure if I would stay at this resort if I had to pay the full price. Had trouble getting in contact with reservations regarding queries I had but was thankful the Jason the duty manager did contact me at the end of the day, mentioned that there was a faulty GPO switch in our room which I must admit was fixed the next day. There was a crack in the bathroom sink, did take photo in our room (331) and when I put the bath mat into the bath a black hair appeared in the bath tub obviously from the mat, as my husband has white hair and I have blonde silvery hair it was not ours, have a photo to prove the hair, think the mat had not been cleaned properly. I love to have a swim when I go to Resort or hotels, did go to your pool but only once as I felt the pool was very cloudy and not very warm was a disappointment. Would have appreciated to be told that a swim school was on when we made the booking for the pool, probably would have chosen a different time if I had known as only had access to one lane and as I have a disability with ankle I was unable to get into the pool from that lane as no ladder so unfortunately I had to disrupt the swim class and get into the pool from the other side and then had to step get under the barriers to get to the lane where I could swim once again unsatisfactory. The staff on reception were efficient but I would not call them as friendly and happy that we have experienced lately when staying in hotels, especially in these times of Covid19 you need people to make you feel welcome so you would come again. Need to give credit to your wait staff for breakfast they were very good and nothing was any trouble and the breakfasts were very good so this was a big tick.

Dear Diane F., 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 so sorry that some of the other aspects of your stay was not up to your expectation. Rest assured that we are taking appropriate steps to ensure that such issues do not repeat in the future. 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 room and friendly staff

Customer review rating 4.3/5

Steph Families - 17/10/2020 Confirmed reviews ALL

Staff were very friendly, breakfast was great and very well cooked. The room was clean.

Dear Steph, 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

Nice hotel beautifully situated.

Customer review rating 4.3/5

J. T. Solo - 17/10/2020 Confirmed reviews ALL

Stunning outlook and beautifully placed. Nice room but not as clean as it could be!

Dear Julia T., 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 so sorry that we missed out on cleaning your room. Rest assured that we will ensure that this does not get repeated in the future. 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

Perfect

Customer review rating 4.3/5

Luxurybuff Families - 16/10/2020 Confirmed reviews ALL

Uploaded review on Tripadvisor ref ‘luxurybuff’ All terrific thank you

Dear Sheri 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

Fantastic location, great staff

Customer review rating 4.3/5

Julie S. Couples - 16/10/2020 Confirmed reviews ALL

Fantastic location and the staff were very friendly and welcoming. The COVID procedure for the dining was not consistent, different staff with what seems to be their own procedure. One day sign in for both , the next only one person signs in and the other no need to sign in at all! House keeping has a few systemic issues too. We booked the house keeping for each day, they missed 3 out of 5 days for our room. After reminding the front desk it was still missed. No towels in the room on one of the days. House keeping may need a checklist to ensure that all is functioning well, report damages and that all fill ups are completed. The cafe staff in the evening were wonderful and very friendly. Just some minor things that would make it 100%. We loved it though.

Dear Julie 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 also thank you for the positive comments and ratings. 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 stay

Customer review rating 4.3/5

Jordan Couples - 15/10/2020 Confirmed reviews ALL

Overall it was ok. Some of the staff seemed over it all and we’re not hospitable. Windows were dirty, with cobwebs and bugs over it. Seems very outdated and I wouldn’t pay the amount of money we did to stay there again Room cleaning was not efficient and there was a high pitched noise with the shower which took over the whole room. Further, it was for our first anniversary and we mentioned it and no one seemed to care (unlike a restaurant down in Katoomba who went over and above)

Dear Jordan E., 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

Mixed bag

Customer review rating 4.3/5

Matthew Families - 15/10/2020 Confirmed reviews ALL

My experience was a mixed bag of positives and negatives, which overall left me in the fence in terms of my experience, the key points are outlined below: Positives - Concierge was very friendly and helpful. Check in was friendly and efficient The food and service staff at Eucalypt Grill were excellent (possible the best in the hotel) Wine list and Beer range was excellent Breakfast was good considering the circumstances Mature gardens, grounds and views are very pleasant to be around Ability to open a window and let fresh air in is welcome Plenty of storage in the room and safe is welcome Negatives - Housekeeping was below average - on arrival we were missing towels and face washers, there was an old dummy under one of the beds, rubbish behind the curtains, and under beds. Onsite parking is not sufficient and parking spots are very narrow and tight. The bathroom extraction fan is insufficient. The decor and colour schemes of the hotel and rooms are looking dated and in need of a refresh. I understand the following has changed due COVID, but was once standard - We opted for the optional daily room refresh and the beds were not made properly. Booking a time for the kids to swim in the pool was problematic and too short. Dinner in the Jamison's resturant was the most disappointing aspect, it was rushed and service was poor, the staff took food orders before drinks and the food and drinks arrived almost at the same time, meals were served on top of each other not allowing time digest the previous course. I felt rushed for no reason as the restaurant was not fully occupied. I have stayed in many Accor properties over the years and found the Fairmont to be middle of the road compared to some of your other properties - probably more on par with a Novotel or Mecure branded property not an M Gallery by Sofitel one.

Dear Matthew 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
Customer review rating 4.3/5

Scott Families - 15/10/2020 Confirmed reviews ALL

Disappointing that despite staying in the school holidays the majority of kids activities were closed or unavailable and all of those available were over-controlled requiring guests to sign in for every venue or area in the hotel. Gym, pool, cafe, restaurants all required individual QR code sign in for in-house guests after specifically booking timeslots for them, why? The need to book timeslots I understand and agree with but then to have to sign in again upon arrival is surely unnecessary for anyone other than walk-ins. I felt sorry for the staff who were and did throughout our stay their best to accommodate both guest needs and (I assume) hotel COVID-safe policies and likely dealt with a lot of similar frustatrations from guests face to face. I understand that some aspects of our stay were beyond the present ability of the hotel to safely include however, others were well within their capacity and found lacking. For example, for breakfast on our first morning my wife and I were served cold eggs benedict that looked and tasted as though it had been pre-made an hour or so before being ordered. I understand that the buffet option is not an option at present but given the need to pre-book timeslots for capacity reasons a known number of people were in the restaurant for each seating and yet it seemed that being able to cook breakfast after it's ordered rather than before was asking too much.

Dear Scott E., 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 facilities (e.g. pools, tennis courts, spa)

Customer review rating 4.3/5

Sophie Couples - 14/10/2020 Confirmed reviews ALL

We liked that there was so much available on site. There was a really lovely staff member, Abby, who checked us in and delivered us a lovely care package of fruit and chocolates to congratulate us on our ‘babymoon’. It really made our stay special, so thank you to Abby!

Dear Nathan, 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 and for taking the time to personally name Abbey as an exemplary member of our team. Your kind comments have been shared directly with her as well as with her Manager and peers- it means so much, thank you. We are lucky to have a truly passionate team who love what they do and this seems to shine through. We look forward to warmly welcoming you back to the resort and sublime Blue Mountains again in the near future. Sincerely, Ninan Mathew Front Office Manager

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