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“Not worth the money”

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Fairmont Resort Blue Mountains - MGallery Collection
Ranked #1 of 2 Hotels in Leura
GreenLeadersGold level
Australia
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Not worth the money”
2 of 5 bubbles Reviewed 30 June 2014

Stayed here as a romantic weekend away. There were children everywhere running amok all throughout the hotel. While we understood that the hotel can do little about this, it really ruins the mood when they are running next to you in the bar and at dinner.

The room walls are not very well insulated so you can hear noise from the walkways.

The buffet dinner was definitely not worth the money (at $85pp). Very limited selection and average food.

The shower was not hot, the water was warm at best and only came out as a drizzle, no water pressure.

Only the bellman was nice, the remainder of the staff were generally short and unhelpful. We asked for advice from the bartender on the drinks and he just grunted and went on with what he was doing.

I wouldn't stay here again, I would stay in Katoomba just down the road where there are a greater selection of hotels.

On the plus side, the room was clean and large.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ljh01
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, 3 July 2014
Thank you for sharing your experience at Fairmont, we are sorry that your stay was not as you wished. The resort is popular with families especially in school holiday periods, however we do strive to create spaces and experinces that allow all guests to enjoy their stay as planned. We have identified an issue with our hotwater system and have taken steps to ensure our guests do not experience this problem again.
kind regards
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (439)
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English first
Sydney
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
2 of 5 bubbles Reviewed 28 June 2014 via mobile

We were so pleased when we walked through the door from a bitter cold change that had hit the blue mountains that afternoon. We entered a lovely inviting atmosphere.
The disappointment came when we discovered the window in our room was broken and was letting in a draft. To make things worse the heating even though it was set at 26 was not warming up the room. We asked to be moved only to find the hotel fully booked. Towels were placed against our window to try and stop the draft, but did not do much. We went to dinner thinking maybe it will warm up while we are out. Dinner was sadly also a disappointment. We went to the fine dinning restaurant but found our caffe lunch in town was better.
On returning to our room we found the hall outside warmer than the room, so we're not happy. The hotel brought an oil heater to our room, but I have to say this only helped at one end if the room, so we went to bed to get warm.
The Fairmont promotes it's self as high end and we did not get this, far from it. A shame as we were very excited to be going for our 6th wedding anniversary.

Maybe we were just unlucky I don't know.

Stayed June 2014, travelled as a couple
Helpful?
2 Thank Jmanalfa
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, 4 July 2014
Dear Disappointed, I am very sorry to hear of your poor experience with respect to heating and drafts during your stay. If you would care to contact me direct via Reservations@ fairmontresort.com.au, I would like to assist you in this matter.
kind regards
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Sydney, Australia
Level Contributor
12 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed 25 June 2014

We stayed for two nights with two rooms and greatly enjoyed it. An excellent spa and warm pool. Easy access to Leura and Katoomba and trails in the Blue Mountains. Excellent wifi in the rooms (not free, as is usually the case). Easy parking.

  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Paniri
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 28 June 2014
Paniri,

Thank your for your kind words. Looking forward to welcoming you again
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 25 June 2014

We enjoyed our recent two night stay at the hotel.

We had booked a promotional rate and didn't expect the great room but we ended up having a room on a lower level facing the valley which we were happy with. The room was spacious and clean. All the staff we came across were great.

The only really issue we had was with the breakfast. We arrived for breakfast around 9 am on the Sunday to find no tables available and already some others waiting in front of us in an impromptu line. There was no system to assign tables as they became available and the lady that was marking off the room numbers was just telling people to try and find a table without making any acknowledgement that there was already others waiting. We had to tell someone that came in after us, who nearly knocked us over to get the table we were going for, that we were their first and it’s was quite awkward. Once we did finally get our table, there was items that had run out but staff busily replacing them.

Overall was a good stay although we might give the breakfast a miss next time!

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank iljac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 28 June 2014
Iljac,

Thank you for your comments.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed 24 June 2014

I rarely write bad reviews unless I feel compelled to tell other customers. I was looking forward to a night at this hotel having read the reviews and the first impressions weren't disappointing walking up to the hotel. Unfortunately right from the start, things went wrong, we were checked in by a trainee receptionist - she nearly charged me 15% extra for paying with my visa debit card, until we pointed out to her that probably applied to credit cards only. She was not personable or friendly, barely cracked a smile which to me suggests that she is in the wrong profession. Never the less, we were excited when we walked through the lobby to our rooms which was nice and spacious. We started at the bar having just returned from a 3 hour walk in the blue mountains. We ordered a couple of drinks and were told to sit down. Our coffees arrived 20 minutes later and no body cleared our table during this time. The two staff members looked busy which is fair enough but I would have appreciated a warning/ apology when we ordered so we knew roughly how long we would have to wait. When we went to use the spa we realised that there were no bathrobes or slippers in the rooms (I don't think any of the rooms have them) so we ended up walking barefoot to the pool and Jacuzzi. Through out the afternoon/evening, we noted that our sink was not draining properly and leaking, the fan in the bath didn't work, the bedside lamp in our room didn't work and the most frustrating part, the clock in our room was 15 minutes late meaning we left our other guest waiting in the lobby for us whilst we were getting ready for dinner. Luckily we had planned to have a drink in the lobby before dinner and this meant we didn't miss our reservation.

So overall the lack of service and faulty items means our stay was not great. The hotel itself is nice with stunning views.

Upon checking out, the receptionist tried to look sympathetic but kept asking if we had called to report the problems to which I said yes we called when we discovered the first problem (the leaking sink) but after that we gave up. We were here for one night and half the things were discovered as we were on the go, like going to bed, oh the lamp is not working, arriving at the lobby only to be told by our guests that we were 15 mins late, a little too late to complain in my opinion. The receptionist simply apologised and said she would tell her manager about the problems.

  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank anna f
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 28 June 2014
Anna, I am very sorry about the experience you have had. Could you kindly Contact me via leigh.salas@fairmontresort.com.au I would like to investigate this further and resolve.
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Sydney
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed 23 June 2014

This hotel has so much potential but is so under staffed it's terrible. If you like waiting for 20 mins for tables to be cleared for you to eat your breakfast (1 waitress) or taking your own dishes to the kitchen as you want to make space for main course dishes (again no staff anywhere) then this is the place for you!

  • Stayed June 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Ngu123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fairmont7resort, Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, 23 June 2014
Dear Ngu123,

I am sorry you found there to be a lack of staffing in the outlets. This is not the norm for Fairmont Resort and I will be sure to follow up.
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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