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“A country house welcome with all modern facilities”

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Lilianfels Resort & Spa - Blue Mountains
Ranked #3 of 15 Hotels in Katoomba
Reviewed 5 April 2014

Our first stay at Lilianfels, but we hope not our last. The staff manage to create and sustain the welcoming atmosphere of a country house, yet the hotel offers all the facilities of a modern hotel. Lovely large rooms, a good spa, and excellent cuisine and knowledgeable service at Darley's restaurant. The many steps down to Lady Darley's Lookout are well worth it if you can manage them: the sunset view is even better than from Echo Point (though that's easier to reach and still stunning in good weather.) Lilianfels is expensive, yes, but we thought our two days and nights were good value for money.

Room Tip: North-facing view on the second floor gave a wonderful morning panorama.
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  • Stayed: April 2014, travelled as a couple
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Thank Chris W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ralf B, General Manager at Lilianfels Resort & Spa - Blue Mountains, responded to this reviewResponded 12 April 2014

Dear Valued Guest

Thank you for reviewing your recent experience at Lilianfels Resort and Spa.

It’s a pleasure to read that you had a great experience, and enjoyed the Facilities and our team that looked after you, I hope to see you again soon at Lilianfels.

With thanks,

Ralf Bruegger
Group General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Reviewed 25 March 2014

Lilianfels is a lovely hotel, beautifully done up, and with delightful artwork and historic photos everywhere you look. Our room was spacious and very clean, with bed extremely comfortable. We had a very healthy and filling buffet breakfast, and enjoyed the billiards room and especially the beautiful indoor pool. It is only a very short walk to Echo Point so we didn't have to move our car from our free parking to see the local scenery and do some walks. Darleys was closed Sunday night but the less upmarket restaurant was adequate for our needs and pre dinner drinks on the terrace overlooking the mountains was a very pleasant, relaxing experience. We plan to return with other family.

  • Stayed: March 2014, travelled with friends
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Thank graymare71
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ralf B, General Manager at Lilianfels Resort & Spa - Blue Mountains, responded to this reviewResponded 5 April 2014

Dear Valued Guest,

Thank you for reviewing your recent experience at Lilianfels Resort and Spa.

It’s a pleasure to read that you had a great experience, and enjoyed the Facilities and our team that looked after you, I hope to see you again soon at Lilianfels.

With thanks,

Ralf Bruegger
Group General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 March 2014

We had a great escape weekend, but on reflection that owed more to the Blue Mountains and Darleys than to Lilinafels.

This is a 4 star hotel pretending to be five stars and charging in line with its pretence.

But it does boast Darleys (restaurant) and its quality can forgive the hotel many of its weaknesses. Darley’s food and service were impeccable, after a slight hint at the outset of an unctuousness that fortunately quickly yielded to informed, friendly, attentive but not intrusive service. We were a little alarmed to be asked to pay the bill in the restaurant, when we had pre-paid as part of our hotel package, but that was just a communication issue between the hotel and the restaurant and politely fixed. Being asked to commit to pre-dinner champagne before seeing the drinks menu was a little hiccup. But if you need to ask the price ($28/glass) you probably cannot afford to eat there anyway. And that would be a great shame. The food was sublime.

Back at the hotel, the reception area is unimpressive and congested. The desk intrudes into the limited space, attended by too few staff in ridiculous garb that marks them out as wannabe pretentious Swiss hoteliers. UnAustralian. The seamless transfer of baggage to the room that is a feature of real 5 star hotels is replaced by the Clayton’s offer of “help with your luggage” – ensuring that acceptance is a sign of over packing or physical frailty. If many guests were to accept the “offer” the few available staff could not cope and luggage arrival would be delayed. So the luggage trolley sits, largely unused but convenient for the staff, further blocking the reception area.

Beyond the reception area is a cavernous space with an obtrusive IT workstation, an exposed, uninviting and characterless bar and a vast “lounge” clearly designed (if at all) for maximum staff convenience in high tea service, rather than maximum comfort and cosiness for guests. Our one venture into the (almost empty) lounge, to quietly read the newspapers after breakfast, was greeted by every seat with a “reserved” sign, and a waitress who asked “can I help you folks?” in the welcoming tone of voice one uses to query trespassers...

The bedroom was adequate and quite well furnished – for a 4 star hotel. We had booked a room overlooking "the resort". It overlooked the car park. A double room might have provided two easy chairs, rather than one. The bedside lamp that flashed intermittently was readily replaced, although the worn electrical flex that caused the problem did cause thought for maintenance standards and the risk of fire... We were surprised to find that the daily servicing of the room seemed to exclude replenishing the tea and coffee stocks or emptying the trash bin. The rapacious charge for WiFi access, while regrettably not unusual in this country, still grates, especially at these room rates, as does the charge for DVD “loan” (a service we did not use).

The low point was breakfast in the pretentiously named “Orangery” – of which only part could even pretend to that name, with the dark interior most unwelcoming. The “wait to be seated” could be unduly long – not least while waiting for the “hostess” to complete her conversations or her unduly complex administrative paperwork. Contrary to advertising (do these people know the penalties for false advertising?) the breakfast dishes were not “made to order” but were provided in a limited buffet, the replenishment of which was attended to dilatorily, leaving many dishes too often empty or with only scraps available. The food was average quality. The fruit juice glasses and fruit plates provided were, not atypically of a 4 star hotel, still warm from the dishwasher. The “Orangery” is too small for the number of guests, such that it is a scene of constant clattering hasty (and often deficient) table clearance and re-setting – a chore that makes staff unavailable to ensure the buffet supplies are replenished promptly, and testy and unresponsive when asked to do so. (I still cannot believe that they had totally run out of wholemeal bread for toast.) This, accompanied by the bedlam of uncontrolled children ignored by a coven of screeching yummy mummies simultaneously “sharing” all that had happened since they last met 30 minutes ago, precluded a relaxing breakfast. Anyway, the tables are too small to accommodate both breakfast and newspapers. Perhaps the last straw was a waitress calling my wife "dear".

We will return to the Blue Mountains. We will return to Darley’s. But perhaps another hotel might offer adequate comfort, less pretence, and better value for money.

  • Stayed: March 2014, travelled as a couple
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1  Thank Mike H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ralf B, General Manager at Lilianfels Resort & Spa - Blue Mountains, responded to this reviewResponded 5 April 2014

Dear Valued Guest,

Thank you for reviewing your recent experience at Lilianfels Resort and Spa

I am disappointed to read that on this occasion we did not meet your expectation. We are known to provide great customer service, and failed on this occasion. I hope you will accept my apologies and rest assured I will, together with my Food and Beverage Manager and Housekeeping team analyze what went wrong. Many things have been pointed out that can be easily rectified, and I will use your examples as a tool for future training.

If you would like to discuss this matter further, please feel free to contact me on gm@escarpmentgroup.com.au


With thanks,

Ralf Bruegger
Group General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 March 2014

My husband and I recently enjoyed a heavenly midweek escape at our treasured Lilianfels. Our love of hiking through the mountains is always complimented by staying at this luxurious resort. Breakfast buffet is always lovely and Darleys Restaurant is truly a special dining experience not to be missed. Lilianfels has beautifully maintained grounds and excellent facilities including an indoor and outdoor pool. We enjoyed superb service from their hardworking staff and look forward to our next escape.

Room Tip: For that something extra book a valley view room.
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  • Stayed: March 2014, travelled as a couple
    • Value
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Thank Liz P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ralf B, General Manager at Lilianfels Resort & Spa - Blue Mountains, responded to this reviewResponded 5 April 2014

Dear Valued Guest,

Thank you for reviewing your recent experience at Lilianfels Resort and Spa.

It’s a pleasure to read that you had a great experience, and enjoyed the Facilities and our team that looked after you, I hope to see you again soon at Lilianfels.

With thanks,

Ralf Bruegger
Group General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 March 2014

We spent 3 nights at this wonderful hotel in march, the weather was perfect and the hotel was perfect. The staff make you feel like royalty, nothing is too much trouble and they go out of their way to ensure your every desire is catered for. We had thought we would need to get taxis to the main shopping area but found we had all we needed at Lillianfels, there are various of styles of food on the menu, even when we had eaten a late high tea, we were given the option of the light choice menu so we could enjoy it in the restaurant and watch the sun set over the valley. we have done a lot of travelling in Australia and overseas and stayed at many 5 star hotels but this was the best. If you really want to treat yourself and enjoy a wonderful old and incredibly clean hotel, book a few nights, you won't regret it.

Room Tip: we enjoyed a room with two windows and coming from Qld were thrilled not to turn on the air-con, but...
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  • Stayed: March 2014, travelled as a couple
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Thank eltvic255336
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ralf B, General Manager at Lilianfels Resort & Spa - Blue Mountains, responded to this reviewResponded 5 April 2014

Dear Valued Guest,

Thank you for reviewing your recent experience at Lilianfels Resort and Spa.

It’s a pleasure to read that you had a great experience, and enjoyed the Facilities and our team that looked after you, I hope to see you again soon at Lilianfels.

With thanks,

Ralf Bruegger
Group General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 March 2014

Taking advantage of the Autumn Special, I chose Lilianfels as the venue for our 40th Wedding Anniversary, hoping it would be our best ever and yes, it was the best ever. We had a wonderful time. Lilianfels, its location and its facilities suited us just fine, we only wish we were there for only 3 nights. In fact, we tried to extend for another two nights but the hotel was booked out on one of those nights. We enjoyed our Anniversary Dinner at Echoe's and look forward to dining at Darley's during our next visit. We had only a Deluxe King Bed room but it suited us fine. We loved the Health Club including the sizeable indoor pool and the outdoor pool which was very pleasant. Only negative for us and also for others to whom we spoke is that there was no spa which my wife and I could share. Other couples to whom we spoke were also bit disappointedabout this.Thanks Lilianfels for a great stay and the wonderful memories and thank you for the ice chiiled bottle of champagne that was waiting for us on arrival, it was much appreciated..

  • Stayed: March 2014, travelled as a couple
    • Value
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    • Cleanliness
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1  Thank CanberraSenior
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ralf B, General Manager at Lilianfels Resort & Spa - Blue Mountains, responded to this reviewResponded 5 April 2014

Dear Valued Guest,

Thank you for reviewing your recent experience at Lilianfels Resort and Spa.

It’s a pleasure to read that you had a great experience, and enjoyed the Facilities and our team that looked after you, I hope to see you again soon at Lilianfels.

With thanks,

Ralf Bruegger
Group General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 March 2014

5 star (just) 6/10 (Facilities 8/10 , service 4/10)

I really want to like this place but the service is just not up to scratch.

The noteworthy.

The hotel architecture and decor are stylish and the grounds are delightful. The Hotel has panoramic views from the rooms or Suites with "Valley view" listed. Indoor and outdoor swimming pool, Day Spa, Gymnasium, Billiards room and the guest lounge is first rate. The attached restaurant is award winning.

The disappointing aspects.

We had had High Tea in the lounge on our Arrival at 2pm. The food was excellent and the atmosphere was relaxed and stylish. But despite booking well in advance and having confirmed both in writing and over the phone that we could get the High Tea without the offered alcohol we were attempted to be served Champagne as we were seated. Which we had to decline. At the time this seemed a small faux pa not a real service deficiency , but it was to be a sign of thing to come.

We were booked to check in at 3pm we arrived about 1:30 and checked in leaving our bags in the car as we had high tea booked for 2pm and the room though ready did not have the "Extras" (Flowers and Chocolates) ready yet. I asked if they would be ready by 3pm, and was assured they would be.
We went up to the rooms at a little after 3pm. The roses were not in the room; they arrived late by 15 min, brought up without a vase, after I called down to chase them up. This effectively ruined the surprise and took away the expected Wow moment of the flowers in the room on arrival as advertised and paid for. There was not a vase we could use in the suite. They seemed surprised when we called down to ask for one. As "Flowers on Arrival" is in the room option when you book I would have thought they would be prepared for that need.

There is only a skeleton Room service menu after 10pm with no deserts on offer. Room service has an additional "per tray" sur charge, sadly not uncommon these days, but the lady taking the order was at pains to point out when I ordered that the single item I ordered was possibly not worth the cost considering the delivery charge.

At breakfast "Barista Coffee" (not out of an automatic machine) is an additional charge. Once again not uncommon but still disappointing. More disappointing is that the bill for the coffee came immediately, but the coffee itself took 15 minutes.

The pool closes at 9pm. Not much if any time for a dip after dinner.

In conclusion. Wait till it comes up on sale, and try to avoid interacting with the staff. The place itself is great, but sadly probably not worth the "full rate".

Room Tip: Pay the extra for the valley view. Make sure you use the guest lounge , it's lovely. Don't...
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  • Stayed: February 2014, travelled as a couple
    • Value
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2  Thank Paul D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ralf B, General Manager at Lilianfels Resort & Spa - Blue Mountains, responded to this reviewResponded 5 April 2014

Dear Valued Guest,

Thank you for reviewing your recent experience at Lilianfels Resort and Spa

I am disappointed to read that on this occasion we did not meet your expectation. We are known to provide great customer service, but did not deliver on this occasion. I hope you accept my apologies and we will get another chance to proof our great service to you.

I would like to discuss this matter further, please feel free to contact me on gm@escarpmentgroup.com.au


With thanks,

Ralf Bruegger
Group General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Lilianfels Resort & Spa - Blue Mountains

Address: 5-19 Lilianfels Ave, Katoomba, New South Wales 2780, Australia
Phone Number:
Region: Australia > New South Wales > Blue Mountains > Katoomba
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Luxury Hotel in Katoomba
#2 Spa Hotel in Katoomba
#3 Romantic Hotel in Katoomba
Price Range: £147 - £291 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Lilianfels Resort & Spa - Blue Mountains 5*
Number of rooms: 89
Official Description (provided by the hotel):
Lilianfels Resort and Spa is a renowned haven for relaxation in one of Australia's most beautiful destinations. This multi-award winning hotel & resort is set amidst two acres of manicured gardens, overlooking the most spectacular scenery in the World Heritage Listed Blue Mountains National Park in NSW, Australia.Blue Mountains Accommodation | Blue Mountains HotelLilianfels Resort and Spa is a 5 Star resort with 85 Deluxe rooms and Suites. Onsite recreational facilities include heated indoor and outdoor pool, tennis court, billiard/games room, library and gym. Lilianfels is perfectly located within 5 minutes walk to the iconic 3 sisters rock formation at Echo Point and is close to all major attractions including Scenic World, Leura shopping village and award winning restaurants. Blue Mountains Dining | Blue Mountains RestaurantSituated within the grounds of the historic homestead of Sir Frederick Darley, Lilianfels is home to the multi-award winning Darleys Restaurant which features the best seasonal produce from the region, served in an elegant and romantic setting that is unmistakeably fine dining. Celebrate that special occasion in glamour and experience the revival of Lilianfels 'Old World Charm' as we invite you to peruse and tempt your palette with our new A La Carte Menu.Re-discover why our Multi-Award winning Restaurant excels again in style and service.Blue Mountains Conferences | Blue Mountains MeetingsWith meeting and events space for up to 100 guests complete with state-of-the-art equipment, 85 spacious accommodation rooms to house your delegates, and a fabulous array of fine dining options to choose from, it’s the ideal setting for meetings and conferences which will show your colleagues or clients how much you value them.Blue Mountains WeddingsThis European style country house hotel specialises in smaller weddings and events of up to 100 people. Personalised service, exceptional facilities and thoughtful attention to detail, accompanied by stunning views of the Jamison Valley make the hotel the ideal wedding venue.Blue Mountains Spa | Blue Mountains Beauty TreatmentsLilianfels is also renowned for its Spa. Guests can indulge in an array of soothing spa treatments individually tailored to refresh and rejuvenate. Enliven your senses with our soothing and restorative body and beauty treatments delivered by a team of caring and talented spa professionals.Dining with Spectacular Views at our sister property – Echoes RestaurantDiscover why Echoes Restaurant was awarded best regional restaurant in Australia by AHA in 2012. The combination of fine dining and spectacular views of the Jamison Valley have made Echoes a destination in the Blue Mountains. ... more   less 
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Also Known As:
Lilianfels Blue Mountains Hotel Katoomba
Lilianfels Blue Mountains Resort And Spa
Lilianfels Blue Mountains Katoomba
Lilianfels Resort & Spa - Blue Mountains Katoomba, Australia

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