Fairmont Resort Blue Mountains - MGallery Collection bintang 4

Booked and prepaid for a Luxury Suite more than two months ago. Upon check-in, was offered an "upgrade". Except it was actually a downgrade by two categories to a Junior Suite. Was then told by reception that we would have to move rooms between our first and second night. You read other reviews and the manager seems to always say that internal processes will be reviewed and improved in future. But actually, there is something really wrong about this kind of treatment. It was not incompetence. It was deliberate, premeditated and just plain mean to my family. I would love to know the real reason for this attempt to ruin our holiday.

My Family and I stayed at the Fairmont Resort in Leura from April 1st until April 3rd 2025 to celebrate my 50th birthday. The Hotel was booked by my (Australian based) parents while my family flew in from half-way around the world. In addition to the rooms a Dinner booking was made for Embers Restaurant for Wednesday the 2nd of April for 6 people facing the beautiful Jamison Valley to celebrate my 50th Birthday. While driving to the Hotel we received a call from a Fairmont Resort Employee at 11:06am (check-in day) and to our dismay were told that Embers Restaurant would be closed for the entire duration of our stay resulting in Fairmont cancelling our booking without giving us any reason what so ever. The impact of their cancellation greatly upset my entire family even before we arrived at the Resort. The staff member lacked any form of sincerity or compassion merely offering us a table at the Bistro styled café over-looking a large shed facing toward the golf course as a very poor alternate option. Upon checking in to the resort we received a similar type of response from the Reception staff member as well as the same no care and empathy attitude which was truly disappointing. This issue caused my Parents and Family major stress and heartache in finding a suitable venue to celebrate my birthday (which I like to think is a special occasion) we forced to come up with other dining options with zero notice and very limited options around the area. Despite our obvious frustration and disappointment at no stage were we contacted by Fairmont Resort Management or Resort Manager. Conveniently for Fairmont Resort Blue Mountains the restaurant cancellation call was made after taking full payment for room and after the free cancellation period. As a family we were forced to spend much of our first day in the Blue Mountains searching for an alternate venue for my 50th Birthday Dinner. In addition to our Dining dilemma the facilities for children were almost non-existent, closed down, not operating or in a state of dis-repair: • The hideous rainbow coloured slide that destroys the beautiful ambience and views from the resort is actually attractive to children. Sadly it is only open on weekend and the resort extorts extra money by charging guests on a per slide basis. • In addition to this the bumper boats located at the Resort Lake are closed until further notice. • The Horse stable has been closed down and is in derelict condition, their were zero signs of their resident ponies • The outdoor adventure playground with flying foxes, rope rides etc was also closed during our stay. My children were very upset and disappointed not to be able enjoy Fairmont Resort Blue Mountains advertised facilities for Children. Sadly for my Family stay it was VERY POOR form from Fairmont Resort Blue Mountains Management – they very nearly managed to destroy my 50th Birthday Celebration which was very, very disappointing. I cannot recommend this Resort to anyone especially those with families or those wanting to celebrate a special occasion. On a positive note we found the rooms clean, tidy and spacious, the indoor and outdoor pools were nice and the games room was fun (although retro / dated) for kids. The location of the resort is brilliant.

As an Accor Gold member, I booked a stay at the Fairmont Blue Mountains approximately two months in advance, wanting a relaxing and enjoyable getaway. Unfortunately, my recent experience was profoundly disappointing and fell far short of the advertised Sofitel MGallery standards. Our arrival at 1:30 pm was met with a distinct lack of warmth or professionalism at reception. There was no smile, no eye contact, and no acknowledgement whatsoever of my loyalty status. We were simply informed that our room would be ready at the standard check-in time of 3:00 pm. We sat in the reception area which proved to be an immediate source of regret. It was chaotic, with children running unsupervised, screeching, and shouting, creating an incredibly unpleasant atmosphere. The situation only worsened at 3:00 pm when all rooms apparently became available simultaneously, leading to a frantic rush and further delays in obtaining our key, which required asking three separate times. Our allocated room, situated downstairs near the pool and kids club entrance, offered no respite from the noise. The lack of soundproofing meant we were subjected to constant disturbances. Furthermore, the room, along with the entire hotel, felt as though it was stuck in the 1980s. The furnishings were tired, dated, and in dire need of an upgrade. This is certainly not the level of comfort and style one expects from a hotel marketed under the Sofitel MGallery banner. We did find a brief sanctuary of calm at the golf club between 4:00 pm and 5:00 pm, though even this was accompanied by a warning to depart before it transformed into what was described as a "school canteen." The whisky bar also offered a welcome escape. However, these brief respites could not salvage the overall experience. It became clear that the Fairmont Blue Mountains, in its current state, operates more akin to a Mercure or even an ibis level property rather than the high price and advertised luxury of a Sofitel MGallery. It feels less like a sophisticated resort and more like a bustling kids' camp masquerading as a high-end hotel. The final insult came upon checkout. When asked about my stay and I expressed my deep disappointment, my feedback was met with complete silence and a lack of acknowledgement. In conclusion, my stay at the Fairmont Blue Mountains was significantly below expectations. The lack of service, dated facilities, and overwhelming noise levels make it difficult to recommend this hotel, particularly to Accor loyalty members expecting a premium experience. This property desperately needs attention to its service standards and a comprehensive refurbishment to align with its advertised brand.

am very sad to be honest. I was looking forward to this soo much. We paid $620 for one night there and honestly, I am shocked you would think it’s ok to charge somebody that price for the substandard quality.. These are the hotels I've stayed at: - Sofitel Noosa Pacific (2x) - Novotel Manly Pacific (3x) - Mercure Paris St Lazare Monceau hotel - Novotel Munich Airport - The Sebel Manly - Novotel Surfers Paradise - Mercure Centro Port Macquarie - Novotel Brisbane ALL of them I’ve rated either 4-5 star experiences. Here is my review I’m about to post. I’m still considering it because I’ve always had such a good experience at Accor and feel bad, but people need to be warned because this is not fair on people to take their money and provide this kind of experience. This hotel has no future if this is the service it delivers at these prices. It might have been full, but people will talk. Everything was substandard. The room (116) was below basic. The bathroom was embarrassing — shower pressure was non-existent. They had removed the room’s only chair or couch just to cram in another bed. Despite our booking clearly including an extra child, they tried to sting us another $60 for a sleeper bed, despite me being a loyal member of Accor. The manager on 26 April offered hollow apologies but refused to do anything meaningful. Breakfast was a disaster: poached eggs boiled to rubber, pastries served stone cold, tomatoes floating in water, no proper coffees just machines. I mean we paid extra for breakfast, am a guest at the hotel, charging for coffees is unheard of when it comes to these types of experiences. The entire staff seems are now immigrants without a clue about Australian standards of service or friendliness. Just robots or people without any human approach. Zip. Tip for management: if you’re going to treat guests like a nuisance, replace yourselves with robots — at least then no one expects warmth. Reception could not have been less interested. No name, no accountability, just apathy. A truly amateur operation. While I was in queue I had several people furious around me shaking their heads saying they cannot believe this. I'm an Accor member, and will probably take my business elsewhere after years of loyalty. I refuse to be ripped off like this again. I feel sad. I was such a big fan of Accor.

We have stayed at this resort numerous times over the past 30 years. Tonight’s stay has been appalling on nearly every level. From initially been allocated the wrong room type which took close to 2 hours to remedy and caused much stress to our family to still not having received our room service order at 9.40pm this evening. We are heartbreakingly disappointed and will stay elsewhere in future. We advise to not stay at these premises at all.