페어몬트 리조트 블루 마운틴스 - 엠갤러리 컬렉션 4성

트립어드바이저 평점 3.9/5 3,451 리뷰

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1 Sublime Point Road, 2780 류라, 호주

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페어몬트 리조트 블루 마운틴스 - 엠갤러리 컬렉션

1 Sublime Point Road
2780 류라
호주

GPS:-33.721863, 150.350239

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팩스 +61 2 4785 0001

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TripAdvisor 평가  3.9/5  3,451 리뷰

Double Downgrade

트립어드바이저 평점 1.0/5

KT M 가족 - TripAdvisor 인증 리뷰

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.

Discrimination at its best

트립어드바이저 평점 1.0/5

Marc S TripAdvisor 인증 리뷰

This place is horrible. We were married there and went back for our anniversary and Mother’s Day which we had every year since married. On this occasion upon getting there we realised we had been lied to in regard to our booking. I raised the issue with staff. They were less than helpful. Then we asked to leave and get a refund. We were in the room less than an hour. We drove over 2 hours to get there. The staff then stated “No don’t leave we will sort it out in the morning”. We ordered room service as soon as we arrived. We waited nearly an hour and then called only to be told they didn’t have the food we ordered. We complained about why they never thought to tell us so we could go elsewhere for food before everything closed. They lied and said they called the room and knocked on the door. We did not leave the room, there was no knock at the door and the phone never rang. Can’t believe the blatant lies and that they gaslighted us. By this stage all restaurants in the area closed and we had a small child to feed. Room service was shut but they offered to cook food which ended up being too spicy for my wife and child. Again upon complaint they stated they would sort in the morning. Upon check out I stated what I was told the night prior. Then entered manager Marcus Ho. Who proceeded to tell me that there will be no refund etc as I swore at a staff member. My words were this is. I can’t use the word in the review but it started with s and ended with t To which he raised his voice and belittled me. I then said you can treat me how you want. But I was told I would receive a refund upon checkout so I’m not leaving until I do. He then called the police and had me removed. His other staff were smirking and laughing at me and my wife and daughter which is 6 years old at the time. He then denied saying to the police that he was anything but nice. Now this was Mother’s Day. So on Mother’s Day he had a mother and child removed by police for no wrong of their own. I happened to mention to Marcus Ho prior to the altercation that I suffer with ptsd and anxiety could he please not raise his voice. His reply was. “The Fairmont resort does not want people like myself at their establishment”. So from this he proceeded to belittle and push me to a point that I was escorted out. But moving forward his upper management agreed he should not of said those things. But they have to back their employees. Then proceeded to blacklist list me from the resort. I was informed by Charles Young. General manager that it will only be for six months. But I stated I didn’t create this mess. To which he agreed and apologised and refunded our money. I was also asked not to disclose any details to the public. Which brings me to today. I rang to make a booking for my anniversary and Mother’s Day as my wife thought it might have been helpful to see the place where we got married. I was then informed I’m still blacklisted and there’s nothing I can do because Charles Young has left. I then spoke to the new general manager that said he would help me. To which I rang him back and he was rude as. Stating there’s nothing he could do I’m blacklisted and call back in twelve months. Careful to anyone with mental illness or of the sort. As soon as Marcus Ho knew this, he targeted me and deliberately belittled me. Then he and his staff stood there smirking and giggling the whole time while my wife watched on Mother’s Day. We were there to relax as my wife needed some help at the time and she left in tears. With staff happy about it. It’s a disgrace of a place and frankly should be better. We previously stayed there every year in 15 years. This would never of happened back then. Because they cared about people. Now it’s just money

Poor Form - destroyed my 50th birthday family dinner

트립어드바이저 평점 1.0/5

Curiosity39664 TripAdvisor 인증 리뷰

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.

Dear Brad Sargent, Thank you for sharing your detailed feedback regarding your recent stay at the Fairmont Resort Blue Mountains. We deeply regret that your experience did not meet your expectations, especially during such a significant occasion as your 50th birthday. Firstly, we sincerely apologize for the inconvenience caused by the closure of Embers Restaurant and the lack of communication regarding this matter. We understand how important this celebration was for you and your family, and we are truly sorry for the distress and inconvenience this caused. We will review our communication processes to ensure that such situations are handled with greater care and empathy in the future. We also apologize for the lack of empathy and professionalism you experienced from our reception staff. Your feedback highlights areas where we need to improve, and we will address these issues with our team to ensure that all guests receive the warm and attentive service they deserve. Regarding the facilities for children, we are sorry to hear that many of them were not available during your stay. We understand how disappointing this must have been for your children and will work on improving the availability and condition of our amenities. Your comments about the slide, bumper boats, horse stable, and adventure playground will be taken into consideration as we plan future upgrades and maintenance. We are pleased to hear that you found the rooms clean, tidy, and spacious, and that you enjoyed the indoor and outdoor pools and games room. We appreciate your positive feedback on these aspects of your stay. Once again, we apologize for the shortcomings you experienced and the impact they had on your special celebration. We hope to have the opportunity to welcome you back in the future and provide you with a much-improved experience. Sincerely, Ken Tran Front Office Manager Fairmont Resort Blue Mountains

Deeply Disappointing Stay at the Fairmont Blue Mountains

트립어드바이저 평점 1.0/5

Tottydownunder Couples - TripAdvisor 인증 리뷰

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.

Dear Tottydownunder, Thank you for taking the time to share your feedback regarding your recent stay at the Fairmont Resort Blue Mountains. We deeply regret that your experience did not meet your expectations and fell short of the standards we strive to uphold. Firstly, we sincerely apologize for the lack of warmth and professionalism you encountered upon arrival. Your loyalty as an Accor Gold member is highly valued, and it is disappointing to hear that this was not acknowledged appropriately. We will address this with our reception team to ensure that all guests receive the recognition and hospitality they deserve. We are also sorry to hear about the chaotic atmosphere in the reception area and the delays you experienced at check-in. Althought guaranteed check-in is 3PM, however we understand how frustrating this must have been and will review our check-in procedures to improve efficiency and guest comfort. Regarding the noise disturbances and the condition of your room, we apologize for the inconvenience caused. We are currently in the process of planning upgrades to our facilities to enhance the comfort and experience of our guests. Your comments about the furnishings and soundproofing will be taken into consideration as we move forward with these improvements. We are pleased to hear that you found some moments of respite at the golf club and whisky bar, but we regret that these were not enough to salvage your overall experience. Your feedback about the overall atmosphere and service levels is invaluable, and we will use it to make necessary changes. Lastly, we apologize for the lack of acknowledgment of your feedback upon checkout. This is not reflective of the service we aim to provide, and we will ensure that our team is better trained to handle guest feedback with the attention and respect it deserves. Thank you once again for your detailed feedback. We hope to have the opportunity to welcome you back in the future and provide you with the premium experience you expect and deserve. Sincerely, Ken Tran Front Office Manager Fairmont Resort Blue Mountains

Avoid. Avoid. Avoid

트립어드바이저 평점 2.0/5

jacov509 TripAdvisor 인증 리뷰

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.

Dear Jacov509, Thank you for taking the time to share your detailed feedback. I want to start by sincerely apologising that your recent stay did not meet your expectations, particularly after the consistently positive experiences you’ve had with Accor properties in the past. We understand how disappointing it must have been to look forward to a special stay and leave feeling let down. It’s clear from your comments that there were multiple aspects of your visit that fell short — from the setup of your room and the issues around the extra bedding, to the quality of the breakfast and the service you encountered throughout. Please know that we are taking your feedback seriously, and I’m personally looking into each of the concerns you've raised. We strive to offer warm, thoughtful hospitality to all our guests, and it’s deeply concerning to hear that you felt our team did not reflect this. Your observations about the lack of attentiveness and empathy from staff are particularly troubling, and we will be addressing this directly with our team to ensure a more welcoming and guest-focused approach is upheld at all times. We ae very proud however to have a diverse team throughout the property, and this is something we will continue to do moving forward. Regarding the room allocation and additional charges, I understand how frustrating this must have felt, especially as a loyal Accor member. We’ll be reviewing our booking processes and communications to ensure clarity and fairness for future guests. Thank you again for your honest review. Your feedback is critical in helping us improve, and we hope you might consider giving us another chance in the future. Kind Regards, Rory Douglas Hotel Manager

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