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“Could of been better”

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Palais Royale Blue Mountains
Ranked #9 of 15 Hotels in Katoomba
Australia
Level 2 Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Could of been better”
Reviewed 29 December 2012

stayed for 2 nights in a deluxe Queen room(rooms are upstairs). The air conditioning really needs to be looked at as other reviews also stated. The hall ways were much cooler than the rooms, we were lucky max temp was around 25 degrees, i do feel sorry for other guests staying in the middle of summer. Breakfast was very disappointing it was included in the price but they could offer fresh fruit and pastries as a minimum, bacon could also be cooked and the bread was hard/stale both mornings!! Otherwise room was extremely clean and also included a bath which was great also we had a nice view. We also went and had a spa which is downstairs so that was a nice end to the day. The lady at reception could of been a bit more cheery..... I will try somewhere else for my next stay in Katoomba for the price we paid.....

Room Tip: would reccomend upstair rooms as it had a bit of a view and no noise like other reviews stated about...
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  • Stayed December 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank mistie_28
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rana C, Public Relations Manager at Palais Royale Blue Mountains, responded to this review, 3 January 2013
Dear Guest

Thank you for reviewing our property. I am sorry that you did not enjoy every aspect of your stay. We appreciate your honest feedback as we are a private family owned hotel that is trying to improve in order to offer our guests a unique and enjoyable experience. We look forward to an active new year and in doing so we aim to improve the issues that you mentioned.

Kind Regards

Palais Royale
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395 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (112)
Date | Rating
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English first
Level 4 Contributor
23 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 10 December 2012

The 4 out of 5 was given for value, tariff included a full breakfast which was ok. The room was spotless with plenty of room. Spent the first night freezing cold as the air conditioner was set for a day when it was really hot before we arrived and had no control over it, had to ask reception to turn the heat up. Over all a very nice place, lovely decor, really hope the Palais Royale gives the Carrington Hotel a run for its money, our bet will be on the Palais!

Stayed December 2012, travelled as a couple
Helpful?
Thank Faye G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rana C, Public Relations Manager at Palais Royale Blue Mountains, responded to this review, 12 December 2012
Dear Guest

We are glad that you had a pleasant stay with us. We hope that we see you again in the near future!

Warm Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Singapore, Singapore
Level 2 Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 19 November 2012

The hotel has some potential but it looks like all of the money went to the sofas in the lobby rather than the rooms or amenities! Our room was on the lower ground floor and had a lot of damage to the walls in the bedroom and bathroom and the light was hanging by the wires from the ceiling. 3 pillows on a double bed and the total amenties being one sachet of shampoo/ conditioner would be my expectation of a low level bed & breakfast not a 3/4* hotel charging over AUD200 a night. The floorboards are so creaky that anyone moving in the room above us sounded like elephants were having a party! The only positive was the room was clean! Unfortunately our one night was disappointing!

Room Tip: Stay on the top floor, the floor boards are old and very noisy in the room below!
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  • Stayed November 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank LauraTodd-SG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rana C, Public Relations Manager at Palais Royale Blue Mountains, responded to this review, 12 December 2012
Dear Guest

Thank you for the review. I am sad to hear that your stay was not enjoyed. We appreciate the feedback, and have addressed the issues with the room.

Kind Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 18 November 2012

hi my wife and my self could have picked any number of other places to stay for our 25th wedding anniversary in katoomba but by luck my wife picked Palais Royale the rooms where great the food was great and the service was also great the lady at reception was very very nice but i have totally forgot here name i know it started with a s but never worry she was so very help full

  • Stayed November 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Rose_and_jim_2760
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palkat, Public Relations Manager at Palais Royale Blue Mountains, responded to this review, 5 December 2012
Dear Guest

We are very happy to hear that you enjoyed your 25th wedding anniersary with us. Thank you for your kind words and we hope that you stay with us again in the future.

Sincerely

Palais Royale
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London, United Kingdom
Level 5 Contributor
69 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
Reviewed 17 November 2012

Its website stated that "Palais Royale is an ideal romantic escape destination. Professional staff will assist in providing your every need, as we understand that it is the small things that are so important. Come and see the 'best kept secret in the Blue Mountains'."

It is also self rated at 4 1/2 stars.

The location is good. It's not in Katoomba town proper so you get a bit of peace and quiet, however it's still walkable distance to town for the shops and restaurants. Parking onsite is convenient for the area and most visitors would be driving, and if you happen to have a room up stairs, you do get a bit of a view.

At first sight you can see this hotel has great potential. With its interiors beautifully restored and the lounge room near the reception furnished with what looked like the sets on Downton Abbey, it is undeniably attractive. With some effort it could be a genuine rival to the luxurious and romantic hotel called Lilienfelds just down the road.

Unfortunately it wasn't to be.

Beyond the reception area everything was runned down. There are historical houses/accommodations that has been restored well and it seems that the owners of Palais Royale just didn't bother with it.

Rooms: the rooms were not up to the standard of a 4 1/2 star accommodation. The bed was old, and hard on the backs (the springs have been worn off). Pillows were extremely uncomfortable to sleep with. The bathroom small and the amenities cheap (soap and shampoo provided were of motel standard, not hotel standard). My sister who stayed with us had a room that didn't have working bathroom lights and the door jammed.

The access room: One of our rooms needed to be an access room. Upon request they did provide a room that was on the first floor and had an open shower facility. Except - the room needed to be accessed through a door that had turning knobs, not an easy through for the lady who was using a walking frame. The bathroom had an open shower facility but no railing to hold onto nor plastic chairs for the disabled person to sit to have a shower with. The restaurant that breakfast was served in was down stairs, with no access facilities (no lifts, nor ramp) for disabled access either.

Dining: the homepage of their website had a beautiful picture of a plate of food, which made me think there was a restaurant onsite. Alas, the restaurant is not yet 'open' and at the moment only serving breakfast. There are no other means for meals such as in room dining or at least a small cafe.

Breakfast was served in buffet style, included bacon and eggs, sausages, baked beans, canned peaches and other canned fruit, cut oranges and melon, three types of cereal, orange and apple juices, tea and coffee. Once again, sufficient but not 4 1/2 star quality. It's a standard Ibis style breakfast, and Ibis hotels are only between 2 - 3 stars.

Service: Pre-arrival, our booking experience was actually excellent, with the hotel calling a day prior to confirm our arrival the next day and to ensure that we had the rooms we requested (one of our rooms needed to be an access room for a lady with limited mobility).

However, the actual service at the hotel was more reactive than proactive.
We booked a deal package that included wine, internet and late check out, which I thought would be ready for us at check in or at least mentioned how it'll be provided to us, like other hotels would do.

After getting our keys at check in, there had been no mention of the wine and internet (no mention of confirmed check out time either - which I didn't realise until much later) so I asked how I can obtain them. Even though I did eventually get the bottle of wine and the password to the internet, every time I asked a question or requested something it felt like I was bothering or distracting the staff member from whatever she was doing at the time. On the day of check out, I suddenly remember that I hadn't checked the late check out time so I enquired at the reception and was asked "Oh we are quite busy, but how long do you need for?" as if it's a great inconvenience to be asking for what we had booked for.

In reality, the hotel would have known which guest arriving on what date have booked for what package. Wouldn't it have been easier to have the wines and internet password already in the room, or ready at the reception to be handed over with the keys, and arrange check out timing on the spot?

Other interesting conversation over-heard when I was sitting at the lounge reading a book, was a couple who just checked in coming to reception asking for towels. The reception said "Is that for the room or for the sauna?", and when the customer said it's for the room because there are none in the room, the reception asked "Are you sure? Have you looked around the room? Because housekeeping can sometimes change the location they put the towels."

One tip of advise for next time? The customer is always right, never ask a customer if they are sure there are no towels in the room. If they say there are no towels in the room, then there are no towels in the room. As a business, you rather have the customer come back to apologise than to have the customer think you doubt them.

On departure, there was no "hope you have a nice day" or "hope you enjoyed your stay" or "hope to see you again". We were simply farewelled with "cya".

On the whole, while the staff were 'friendly' in the sense that if you were their friend or neighbour you would think they are 'lovely' and might have been ok to run a guesthouse or a hostel... they are in no way well trained for a hotel that claims to be 4 1/2 stars.

What I have said above, is in comparison to other standard 4 1/2 star accommodations in Australia. If it had advertised itself as a 3 star hotel or a motel, without words such as 'romantic', 'luxurious' and 'modern standards' then the rating would have been different, as it felt as if the hotel was run more like a guesthouse. I had really really wished that the service and quality of our two night stay could resonate with the what was advertised on the website however it was unfortunately disappointing.

Room Tip: Get a room upstairs facing away from town centre for a bit of a view.
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  • Stayed November 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank SleepyCatLover
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rana C, Public Relations Manager at Palais Royale Blue Mountains, responded to this review, 12 December 2012
Dear Guest

Thank you for your review. We are sad to hear that your stay was not as expected. We appreciate the feedback in order for us to address issues that can be addressed.

We will look into this review for the satisfaction of our future guests.

Kind Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
Level 3 Contributor
9 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 15 November 2012 via mobile

You would expect that in any hotel that a couple of basic checks would occur before you handed over the keys to a customer.

Apparently checking to see if the tv remote was in the room, that the bathroom light didn't flicker constantly and that the bathroom door didnt stick and wasn't able to be opened from inside the bathroom, these were all too difficult to check.

After mentioning the above to the reception I would have thought there might be an apology around the corner. But no, there was mention of the light flickering being an issue that needs to be looked at "next week", which will obviously help us now.
Obviously hoping that the management might offer us another room was not going to happen.

This is an old creaky place and that's understandable due to its age, the room was clean and the air conditioning works.

Breakfast is standard fair, cereals , eggs, bacon and such.

What I thought was most amusing was the website for the hotel which states new management for 2012 and how good their service is and how they value their customers.

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank nervana7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chrystalhardy, Public Relations Manager at Palais Royale Blue Mountains, responded to this review, 24 November 2012
Dear Guest

I would like to extend my sincerest apologies for your experiences with our lack of service. When our housekeeping staff service each room they are to check all the functions and features of the rooms, which should ideally locate any problems. If this check was to be missed then our reception staff are to substitute housekeeping in the evening, where possible. Unfortunately this was not the case for you, and the issues will be raised in immediately so that this does not happen again.

We appreciate the feedback, and to apologise we would love to hear from you so that we can offer you a discount on your next stay.

We are however glad that you appreciated the cleanliness of our rooms and that the breakfast was enjoyed. We hope to hear from you again soon.

Warm Regards

Carl
Public Relations
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Mt Eliza
Level 3 Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 31 October 2012

What a beautiful hotel which is situated a short walk from the main shopping strip. Spa & sauna were welcoming after days of sightseeing. We arrived early for check in and were given a room immediately. Staff were very helpful and informative.

The hot buffet breakfast was enjoyable.

The ensuite in our room did have a problem with the grouting in some of the tiles but was overall in great shape..

  • Stayed October 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MtEtrips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chrystalhardy, Public Relations Manager at Palais Royale Blue Mountains, responded to this review, 2 November 2012
Dear Guest

Thank you for your kind review of our hotel, The Palais Royale Boutique Hotel in Katoomba.

We are happy to hear that you had an enjoyable stay with us. Our goal for each guest is to provide a comfortable and convinient experience, and we are glad that your review indicates that.

In regards to the grouting issue in the bathroom, we apologise about this inconvinience. As we are still under new management we appreciate all the feedback that we can get. I will personally look into the state of our bathrooms so that it will be fixed, to benefit you in the future as well as other guests.

Thank you again for your kind review, and we hope that you come back and visit us sometime in the near future.

Warm Regards

Carl
Public Relations - Palais Royale
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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 Palais Royale Blue Mountains

Property: Palais Royale Blue Mountains
Address: 230 Katoomba St, Katoomba, New South Wales 2780, Australia
Phone Number:
Region: Australia > New South Wales > Blue Mountains > Katoomba
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Free Parking Suites Wheelchair access
Hotel Style:
Ranked #9 of 15 Hotels in Katoomba
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Palais Royale Blue Mountains 3.5*
Number of rooms: 40
Official Description (provided by the hotel):
We are a charming Heritage hotel in the main street of Katoomba, so leave your car and walk to dozens of restaurants and attractions. Make sure to visit us in our lounge café where we serve locally produce best coffee and selective locally grown organic wines and beers. ENJOY OUR NEW FREE WIFI FROM ALL ROOMS!! ... more   less 
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Also Known As:
Palais Royale Blue Mountains Hotel Katoomba
Palais Royale Blue Mountains Katoomba, Australia

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