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“Great location and great facility but very poor customer service”

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Fairmont Resort Blue Mountains - MGallery Collection
Ranked #1 of 2 Hotels in Leura
Certificate of Excellence
GreenLeadersGold level
Sydney, Australia
1 review
“Great location and great facility but very poor customer service”
Reviewed 15 March 2014

My boyfriend and I celebrated our anniversary this weekend. The resort is beautiful, prime location and good vibe. Nice rooms,nice lunch at the Embers with great view, nice pool area, good to be in the spa while watching the rain outside.
had dinner at the Eucalypt and we were very disappointed. Customer service was very poor and not attentive, we had a problem with our card being charged twice and it took us 5 people and one day to even get the staff's attention not to mention that the problem didnt get solved.
Buffet breakfast at Jamisons was extremely good.
Overall we loved it and we are gonna go back but mainly for the place that it is and absolutely not for the service. And definitely not going to the same restaurant next time.

  • Stayed March 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank saramichael1509
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, General Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 21 March 2014
Dear Sara and Michael,
Thank you for your positive comments regarding the |Resort in general. I am very sorry about the incident with your card, but hope that you can understand that the process with respect to your card was as frustrating for us as it was for you. Although you are understandably upset about your experience in Eucalypt we are making some great changes to the service and style of this restaurant.
best wishes
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (457)
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English first
Vancouver, British Columbia, Canada
Level 5 Contributor
57 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 15 March 2014

Had a one night stay at a work event. Rooms are newly refurbished and included unusual toiletries. Indoor pool was being refurbished so no shower etc available but nonetheless had a pleasant swim. Outdoor pool is lovely. The food at our work event dinner was outstanding. Went for an enjoyable bush walk right out the door - really a beautiful part of NSW to visit, feels a million miles away from the craziness of Sydney.

Stayed March 2014, travelled on business
Helpful?
Thank Danny K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, General Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 21 March 2014
Dear Danny,
Thanks for your kind comments - we are very glad you enjoyed your stay. As you note, we are carrying out refurbishement to our Health Club including the establishment of a Full Day Spa facility which will be functional in the second half of the year.
kind regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney
Level 4 Contributor
35 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 15 March 2014

Stayed here for a work conference. I'd read the bad reviews, so had low expectations, but this place is really good! The foyer and bar areas were great, and the food was excellent! The grounds are well laid out, and the rooms were comfortable, but not luxurious. We used the ballroom for the conference, and they had another area for our drinks/dancing late at night that worked really well. I have no hesitation recommending this resort - its nice to know the Fairmont hasnt gone down hill, and they've spent money on refurbishing it. We used to go here a while ago, and now I've seen its still good, we'll be going back again!

Room Tip: Our room wasnt great - close to the lifts, and no view, so it was a bit noisy with people walking an...
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  • Stayed March 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank GoldyFunken
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, General Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 21 March 2014
Thank you for providing feedback on your stay with us at Fairmont Resort, in particular for debunking some very out of date views of the Hotel. We are continually improving our infrastructure and are also very focussed on improving our service standards.
We look forward to welcoming you back again!
kind regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Seven Hills, Australia
1 review
Reviewed 14 March 2014

I have not stayed in this Hotel previously and was delighted with the service and everything about it. It was just a pity that good times always come to an end. The location is fantastic. I hope to stay there again in the not too distant future.

  • Stayed February 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
Thank Marie K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, General Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 21 March 2014
Dear Marie,
We are glad that your first experience of Fairmont Blue Mountains delighted you and hope to welcome you back in the near future
kind regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Wollongong, Australia
Level 4 Contributor
20 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 12 March 2014

The bedrooms were comfortable and appeared newly refurbished. Breakfast was excellent, unfortunately the table and room presentation resembled something from the staff canteen. The bar area was comfortable and newly refurbished, however this made the entrance area look old and worn.


  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
Thank Jill B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, General Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 14 March 2014
Dear Jill,
Thank you for you positive comments on our guestrooms and Breakfast. I am very sorry that the furniture presentation was unsatisfactory - we will certainly review in light of your comments. kind regards
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Newcastle, Australia
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 10 March 2014

Very poor service. Unable to get a drink at the bar. When we tried to get a drink at the only bar in the hotel at 4pm, we were told that we needed to give 24 hrs notice!! Noone to help with baggage as would be expected at a hotel such as this. Restaurant was very poor. The food was not up to what was expected for the price range.

  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
1 Thank Brad L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, General Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 14 March 2014
Dear Brad, Thank you for providing feedback on your stay, but I am unable to understand your comment about not being able to get a drink at 4 pm. Our Sublime Lounge and Bar is opened very day from 9.00 am through to 10pm at night - later on weekends. It is always open for drinks. I apologise for the service with respect to assistance with baggage and your restaurant experience .
regards
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Newick, United Kingdom
Level 5 Contributor
63 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
Reviewed 7 March 2014 via mobile

We stayed at this hotel for just one night. All the staff were helpfull and very friendly. The room was very comfortable and well appointed. Lovely toiletries, soft towels and good shower. We ate in Embers restaurant and had a lovely meal. The nearby small town of Leura is very interesting, lots of small shops. The viewpoints at Echo Falls etc are within a short drive, and Sublime Point, the nearest to the hotel is stunning - not to be missed. Don't be put off by the walk down, it isn't far and the views were amazing. It is much quieter here too, not as many people and is a great place for a picnic (there are a couple of sturdy tables) we would have loved to spend longer here.

Stayed March 2014, travelled as a couple
Helpful?
Thank Melanie2109
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, General Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 14 March 2014
Dear Melanie,
Thank you so much for your lovely comments about your stay with us at Fairmont. We do hope you will be back soon.
kind regards
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 Fairmont Resort Blue Mountains - MGallery Collection

Property: Fairmont Resort Blue Mountains - MGallery Collection
Address: 1 Sublime Point Rd, Leura, New South Wales 2780, Australia (Formerly Peppers Fairmont)
Phone Number:
Region: Australia > New South Wales > Blue Mountains > Leura
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Leura
Price Range (Based on Average Rates): £
Hotel Class:4 star — Fairmont Resort Blue Mountains - MGallery Collection 4*
Number of rooms: 222
Official Description (provided by the hotel):
Featuring 222 rooms, the Fairmont Resort Blue Mountains is the perfect place for a romantic escape, a get together with a group of friends, family retreat, golf enthusiast, business retreat or conference. The Fairmont Resort is currently undergoing a transformation as part of its entry into Accor's MGallery collection of Unique Upscale hotels. The Fairmont Resort has awe inspiring views over the beautiful Jamison Valley & adjoining Leura Golf Course and an extensive array of leisure facilities including five stunning dining options, indoor heated lap pool and spa, outdoor pool, tennis courts, gymnasium, indoor cinema, amazing indoor kids playgrounds, bowling alley, billiards room, library and endless nature walks in World Heritage National Parks. ... more   less 
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Also Known As:
Fairmont Hotel Leura
Fairmont Hotel York
Fairmont Leura
Leura Fairmont
Fairmont Resort Blue Mountains - MGallery Collection Leura, Australia

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