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“Lovely, but too many small annoyances”

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Lilianfels Resort & Spa - Blue Mountains
Ranked #3 of 15 Hotels in Katoomba
Reviewed 22 April 2014

This was my third visit and I left with very mixed emotions. The rooms and lounge areas are lovely, old style and makes you feel at home right away. The location couldn't be better, with just a short stroll to the Three Sisters and Echo Point.
A number of small things though, makes the overall rating drop.
Wifi is advertised as free, but only for 24 hours AND at a very low speed. After the 24 hours or if you want higher speed you have to pay more, which I did. During our two days stay I ran a number of speed tests and NOT ONCE was it even close to what I was paying for. Extremely irritating.
Breakfast service was not up to standard. Way too many empty plates on the buffé and very slow service. On top of that any speciality coffee is charged extra for.
We stayed with our two teenage daughters and paid full price for them as two adults in a separate room and they were charged for having hot chocolate instead of coffee or tea with their breakfast which is ridiculous.
We had opted for a package which included a three course dinner. The three course dinner menu costed $ 125 per person. However, only $ 110 was deducted when we checked out. I still find the "package deal" very misleading.
I'm sorry to say that I will probably not come back again.

  • Stayed: April 2014, travelled with family
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2  Thank JaffaG
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 30 December 2014

Dear Valued Guest,

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

I am disappointed to read that on this occasion we failed in some areas to provide you with the service, and attention we are known for.

I hope you accept my apologies, and rest assured all issues raised will be addressed with the relevant departments. On a side note we have since upgraded our entire WiFi network with a fibre connection to increase the speed across the hotel.

I hope I will see you again soon at Lilianfels Blue Mountains Resort and Spa.


With thanks,

Ralf Bruegger
Group General Manager

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857 - 863 of 1,660 reviews

Reviewed 18 April 2014

Our stay was for 2 nights, and I have to say that this hotel is lovely. From the moment you walk in, you feel welcome. Room was beautiful. Old world ambience and very clean. The lounge area and fireplaces were very welcome after enjoying the nearby walking tracks.
Just 2 gripes: Wifi is advertised as free BUT only for 24hrs, then you pay. Speciality coffee at breakfast is extra. Come on, after paying quite a bit for the hotel,
this is just petty! Would I recommend this hotel- totally!

Stayed: April 2014, travelled with family
Thank Dianna B
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 30 December 2014

Dear Valued Guest,

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

It’s a pleasure to read that you had a great stay, and enjoyed the facilities and our team that looked after you. Thank you for your feedback regarding our WiFi and coffee which we are reviewing.

I hope we can welcome you back to Lilianfels in the near future.

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
Reviewed 12 April 2014

This was my 2nd visit having first stayed here in 2000 as a respite from backpacking. This time I needed a break over the weekend of a 2 week business trip to Australia. It is every bit is gorgeous as I remembered.

Lovely room, stunning views, fabulous food and really relaxed and helpful customer service. Just what I wanted. They looked after me very well indeed and I went back to Sydney and work feeling refreshed and revived.

  • Stayed: December 2013, travelled solo
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Thank Terz
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 30 May 2014

Dear Valued Guest,

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

We are pleased to hear that our staff were both welcoming and helpful and it’s a pleasure to read that you had a great experience, and enjoyed the Facilities, 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
Reviewed 11 April 2014

Enjoyed staying at this professionally run very "civilised hotel". I really enjoyed the outdoor pool. Massages at $150 a pop a over the top though. I would definitely stay here again. David the valet was very helpful and professional.

Stayed: March 2014, travelled as a couple
Thank eccaberek
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

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 April 2014

The property is well located, a short stroll to the major tourist attraction. Service was warm and friendly from arrival and attentive throughout. Room was well appointed, comfortable and offered partial views to the visually stunning valley. Didn't try Darleys restaurant this time but have been before and it's fine dining and has a good menu. Took in High Tea and snacks in the bar in the afternoon. Over-priced but food was delicious, with pleasant decor and friendly staff made for an enjoyable experience.

  • Stayed: April 2014
    • Value
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Thank teejay54666
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

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2014

Lillianfels is a special place, and this was our second time there. The facilities including the rooms are beautifully decorated and are surrounded by lovely gardens and grounds. The staff and management are absolutely the best. This is an easy get away from Sydney. We have simply taken the NSW trains from Central to Katoomba both times and easily gotten a taxi for the short ride to the hotel. As the Blue Mountains, and this particular part of them, are a major tourist destination, you really don't want to be driving around anyway. There are great walks directly out of the hotel, with "hop off hop on" buses available if you want to venture further. Also, I have to mention the food. The Echos Restaurant has excellent food as well as the lobbly dining room. Darley's was closed (Mondays and Tuesdays), so we didn't get to sample it.

  • Stayed: April 2014, travelled as a couple
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1  Thank alanbill16
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

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2014

We have just arrived home from Leura after a weekend away to celebrate our 10 year wedding anniversary. Our time at Lilianfels was really special. Darleys restaurant was exquisite. We purchased valet parking for the duration of our stay, and when our almost brand new vehicle was brought to us this morning upon check out there was a dent and fresh scratches to the passenger side of our car. The porterman was empathetic and referred back to the original condition report (which showed no sign of damage). However, there were no managers on duty at that time so we were given details for the GM. Throughout today, we have received 2 less than friendly phone calls from the manager on duty (not the GM) informing us that as Lilianfels will not accept responsibility and we would need to file our own insurance claim and investigative work. What more proof do they need? The car was unmarked upon arrival and now has damage (with documentation and photos/ witnesses to concur)! We were informed that video footage would be available, but they could not tell me how long it would take to view, nor did the manager we spoke to seem interested in helping us at all, rather, she wanted to prove her point that they would not be accepting liability. So much for superior service!! This has not only left a very bitter taste in our mouths, but leaves us with the time consuming hassle of having to file our claim and conduct our own investigations in order get any sort of support from Lilianfels. We are shocked and utterly disappointed.

  • Stayed: April 2014
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2  Thank MaxandSare
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


I personally emailed you on the day of the event, to allow me time to investigate, and again emailed you three days later to advise you that after a full investigation this damage did not occurred whilst in our care.

I am sorry that you feel disappointed, but I can only be responsible for damage that have been caused by my team.

With thanks,

Ralf Bruegger
Group General Manager
gm@escarpmentgroup.com.au

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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
#3 Family Hotel in Katoomba
Price Range: £160 - £329 (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 Resort And Spa
Lilianfels Blue Mountains Hotel Katoomba
Lilianfels Blue Mountains Katoomba
Lilianfels Resort & Spa - Blue Mountains Katoomba, Australia

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