Ratings based on 972 Verified Reviews
4.1 Room cleanliness
4.2 Service & staff
4.1 Room comfort
3.8 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 30 Nov 2024
Comment from Hotel Management
2 Dec 2024 by Fairmont Resort Blue Mountains, MGallery, Hotel Management
Dear Sonja,Thank you for your positive rating. We are delighted to know you enjoyed your experience at our resort.Warm regards,Guest Relations Team Fairmont Resort Blue Mountains, MGallery
by A verified traveler
Posted 30 Nov 2024
Comment from Hotel Management
2 Dec 2024 by Fairmont Resort Blue Mountains, MGallery, Hotel Management
Dear William,Thank you for your positive rating. We are delighted that you enjoyed your stay with us and appreciate your feedback.Kind regards,Guest Relations TeamFairmont Resort Blue Mountains, MGallery
by A verified traveler
Posted 24 Nov 2024
We booked dinner at golf club and was treated terrible. Chef shouted out loud so i could hear if he doesn't like the menu tell him to pick something else or eat elsewhere when i asked to swap mash and onion rings to chips only. Crazy someone could think thats ok. Obviously we never stayed and left. Also pool is very dated, bit dirty, broken tiles around which for a supposed 4☆ is crazy. Ok time for a night which we stayed but doubt I'd come stay again after complaint was pretty much ignored by management.
by A verified traveler
Posted 21 Nov 2024
It did not meet my expectations in every aspect including the bed being so old.
Comment from Hotel Management
3 Dec 2024 by Guest Relations Team, Hotel Management
Dear EunWe are sorry to hear that your experience didn't meet your expectations. We appreciate your feedback and will certainly take it into consideration to improve. If there's anything specific you'd like to discuss or suggest, we'd love to hear more so we can make necessary improvements.Kind Regards
by A verified traveler
Posted 16 Nov 2024
Comment from Hotel Management
3 Dec 2024 by Guest Relations Team, Hotel Management
Dear SeemaThank you for taking the time complete our guest satisfaction survey following your recent stay with us at the Fairmont Resort Blue Mountains MGallery by Sofitel.We are sorry if some aspects of your experience did not meet your expectations. We appreciate your honest feedback, and it is our hope that you will give us the opportunity to better serve you in the near future.Best Regards
by A verified traveler
Posted 10 Nov 2024
We are return visitors to the Fairmont. This time however we were not overly impressed. There was luggage left in our room (a whole suitcase), a dirty hair elastic in the bathroom and a hairbrush in the wardrobe. Upon advising reception, the response was ‘ll’l let my manager know. Clearly our room was not cleaned properly and we did not feel overly comfortable. Areas in the hotel need dome love. I’m not talking about renovations, just general cleaning and maintenance. The pool windows are absolutely filth, spiders and cobwebs in the pool change rooms, outside walls covered in dirt. It would not take much. Floors always dirty. The hotel was absolutely packed so clearly money should not be an issue. We also walked past the storeroom with the door open - there were racks of blankets pillows and doonas just thrown on old rickety shelving, some just sitting on the dirty floor. Was not impressed. Maccas has better systems! Just feel like they need new management with someone that cares. Plus side is all the activities for kids. However if they did not have this I feel like it would not be as popular. I booked for 2 adults and 1 child. Upon arrival I enquired about the bedding configuration. Was told it was 1 king bed only - even though l had booked for 3 (and paid for 3). Her response was that I could pay $40 to hire some sheets for the fold out lounge. What a joke. Will probably skip this hotel for awhile. Shame
Comment from Hotel Management
2 Dec 2024 by Guest Relations Team, Hotel Management
Dear TamaraThank you for taking the time to share your detailed feedback. We’re genuinely sorry to hear that your recent stay did not meet the high standards you’ve come to expect from the Fairmont Resort, especially as a return guest. We sincerely apologise for the issues you encountered, including the luggage left in your room, the unclean bathroom, and the general cleanliness concerns throughout the property.We take these comments seriously and will address them with our housekeeping and maintenance teams. The state of the pool windows, change rooms, and storeroom is concerning, and we will ensure that more attention is paid to these areas moving forward. We also appreciate you pointing out the issue with the bedding configuration, and we understand how frustrating it must have been to be asked to pay extra for a fold-out bed when you had already booked for three people.Your feedback regarding management is noted, and we will work to improve the overall guest experience with better communication, cleanliness, and attention to detail.We value your loyalty and are truly sorry that this stay fell short of your expectations. We hope to have the opportunity to welcome you back in the future, and we are committed to making the necessary improvements to ensure a more comfortable and pleasant experience.Warm regards,
by A verified traveler
Posted 10 Nov 2024
Comment from Hotel Management
11 Nov 2024 by Guest Relations Team, Hotel Management
Dear Joanne, Thank you for your positive rating. We appreciate your feedback and look forward to welcoming you back soon.Best regards, Guest Relations TeamFairmont Resort Blue Mountains, MGallery.
by A verified traveler
Posted 1 Nov 2024
The good:
Set in a beautiful part of the Blue Mountains, dining areas overlook the valley, swimming facilities, kids indoor playgrounds.
The bad:
Staff service was underwhelming for a resort, they didn’t have any soft toys for the kids (awaiting delivery apparently), there was a conference so there a lot of noise at night, not many parking spots near the front entrance of the resort
The ugly:
Rubbish under the bed, inner toilet rim moldy
Comment from Hotel Management
5 Nov 2024 by Guest Relations Team, Hotel Management
Hi Tom,Thank you for sharing your feedback regarding your recent stay at Fairmont Resort Blue Mountains. I’m sorry to hear that your experience didn’t live up to expectations.It’s great that you were able to appreciate the beautiful location and some of the resort’s amenities, like the dining areas and indoor playgrounds. However, I do apologise for the issues you encountered during your stay. It’s disappointing to hear that the service didn’t meet the usual standards, especially for a resort of this caliber. We’ll definitely take your comments regarding staff responsiveness, noise levels, parking availability, and cleanliness into consideration as we strive to improve.We understand how important a peaceful, clean environment is for our guests, and I’m sorry for the inconvenience caused by the rubbish under the bed and the moldy toilet rim. These are certainly not the standards we aim for, and I will be sure to pass this feedback along to the housekeeping team.We appreciate your constructive feedback and hope you will consider staying with us again in the future so we can offer you a much more positive experience.Best regards,
by A verified traveler
Posted 30 Oct 2024
Comment from Hotel Management
5 Nov 2024 by Guest Relations Team, Hotel Management
Hi KarolinThank 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 enjoyable.We look forward to warmly welcoming you back to the resort again soon.Sincerely,
by A verified traveler
Posted 29 Oct 2024
Lovely facilities but building a bit tiered in places. Great for kids but not so good if you haven’t got any. Staff really helpful and lovely.
Comment from Hotel Management
30 Oct 2024 by Guest Relations Team, Hotel Management
Dear John,Thank you for sharing your thoughts about your recent stay with us at Fairmont Resort Blue Mountains. We’re glad to hear that you enjoyed our facilities and found our staff to be helpful and friendly.We appreciate your comment regarding the building's condition. We are continually working on improvements to ensure a comfortable and enjoyable experience for all our guests. Your feedback helps us prioritize these enhancements.We hope to welcome you back in the future, whether you’re traveling with family or seeking a relaxing getaway!Best regards,Guest Relations TeamFairmont Resort Blue Mountains MGallery
