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“Management needs to be sacked - the Fairmont is ruined”

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Fairmont Resort Blue Mountains - MGallery Collection
Ranked #1 of 2 Hotels in Leura
Certificate of Excellence
GreenLeadersGold level
Sydney
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“Management needs to be sacked - the Fairmont is ruined”
Reviewed 27 July 2009

This once beautiful hotel has been poorly maintained and is deteriorating rapidly. The lifts had old garbage in bags inside, our room had a broken lock, no bedspread - just a sheet and blanket (strange) and was just two single beds pushed together, the wireless internet that costs you $50 was not available in the rooms, the room service is only available til 9pm - very strange, no kitchens in the hotel operate after 9pm so there is no food, even at the bar, despite the information in your welcome booklet. The rooms were freezing - the air conditioning/heating had been turned off.

Understaffed with overworked staff most of whom cannot speak English. We were also overcharged and had to dispute our bill with the front desk who did fix up the error. Over two nights we called Reception at least 6 times over various issues. The restaurant and room service just take their phone off the hook so you cannot call them anyway. There were a number of times that Reception didn't answer either.

Breakfast was overpriced ($31 each) and when we arrived at 9am, there were no crossiants, fruit, eggs, toast, juice, glasses or even coffee/tea cups. Most of these things did appear at different times over the next 45 minutes, however not at the same time. The cereals had been mixed - fancy some coco-pops in your all bran? When we finally got a coffee there were no teaspoons, so we had to stir the sugar in with the handle of a knife. There were dead insects on the window sill by our table. The toaster table had peeling paint, a melted and mangled sign advising not to put your crossiant in the toaster and was quite a disgusting and unhygienic area.

The staff were all working flat out, but there were never enough staff, all were usually saying "sorry" about something and trying to fix problems that they had little control over.

We had asked for our room to be made up at 10am, by 4pm it still was not done. The shower rose has been installed to save water, and it is the worst shower I've ever had - fine needle-like spray - but just around the edges, nothing in the middle, and so because it is so fine it is freezing by the time it hits you - but only if you are wide enough to catch the circle of its spray.

We saw trays of food just left outside rooms all weekend. The concierge was a lovely gentleman trying to give excellent service, but how does one staff member rescue a once beautiful place when the management will not invest resources.

I will never go again, and would strongly advise anyone even thinking of staying at York Fairmont, DON'T DO IT!

  • Stayed July 2009, travelled with family
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
3 Thank ts77d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Traveller tips help you choose the right room.   Room tips (463)
Date | Rating
  • Chinese (Traditional) first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
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English first
australia
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 25 July 2009

The worst experience i have ever had. when We turned up at night the outside lights to guide us into the car park were not even on.
Not a sole to greet us or take our bags. We found out that even though i had been told on booking the room that there was a high end restaurant that it was closed.
On entering our rooom i went to ring down to infrom them that our room was dirty especially the bathroom the phone was dead.I had to go down to reception to find a handwritten piece of schroll that said he would be back in about 10 mins. A lady appeared about 5 mins later . I was informed that there was nobody at the hotel besides her and the young man in the filthy uniform, due to lack of staff. i then asked for room service and to find out where the bar was . Was given a very cagey answer. Found out the reason why. There was only one other family of 3 booked in, and he forced them to open the bar. Everything i asked for on room service menu was too hard, or they were out of stock. Once i had settled on our meals( was told that the chef was having trouble with the translation)our meals were presented to us(by the dirty male from the front desk) My soup came straight out of a can and my daughters salad was prepacked and very old. They had no bananas for the smoothie( in fact there was no fresh fruit at all).. the two staff finially admitted to us that the dirty male had to cook our meals with what ever was there. we were given complimentary drinks only after leting them know how disappointing the hotel was. big deal. Spent a sleepless night as there is no security (there is no money to pay staff so the rem,aining staff told us) was told that there was no internet as their quota was reached and the pass word they gave you would not work .since i had been booked in for 2 days (tried to find some where else to stay that was not affiliated with hotel chain with no success. I informed them that i was not paying for substandard service to which the male asked well what would i pay and i informed him that they were no better than a sub standard motel and i would pay $150 for both nights inclusive of the food and breakfasts( if you can call them that . We sat by ourselves in the breakfast room and watched the waitress pour long life coles brand juice into the jugs(it was so old that it had started fermenting). They were expecting me to pay approx $600 + upon leaving a couple that had checked in were complaining about the blood that they found on their sheets, to which i responded that our room on the second night had not been cleaned dirty plates towels and unmade beds greeted us when we returned to sleep . When i asked why the hotel was so dirty i was told that there were no cleaners and the woman in accounts had been doing the cleaning. When i approached the asian man at the front desk he was completely indifferent and didnt care. It was a complete farce the whole experience that it was almost commical except for the fact that this hotel could make you sick

  • Stayed July 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank sjpAustralia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
templepatrick
Level 2 Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 22 July 2009

This hotel was dirty. The food was awful, the staff appeared poorly trained, the middle managers were strained and unhappy, the leisure facilities were worn out and filthy. This is the worst hotel I have ever stayed in. The Blue Mountain area is beautiful,do not destroy your trip by staying at this place.

  • Stayed January 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank runkerry
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 21 July 2009

We had been to the Fairmont when it was fantastic. This time the room was never cleaned, mini bar food was up to a year out of date, staff could not understand english except for the couple of Australians still working there, the once beautiful pool and grounds looked like they hadn't been cleaned in years, no room service until 3.30pm despite the room service menu claiming it started at 12pm and the hotel was like a ghost town. We went back this time because of the High Rope claims on their website. Guess what, no High Rope Course. I got reception to bring up their website and showed them the claims of the High Rope. They didn't even know it was on the website or what it was.

  • Stayed July 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Mac456
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New South Wales
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 11 July 2009

When you can find them staff speak or understand English with difficulty. Dirty linen and bathrooms. Dusty, dirty, a/c not working. Dreadful experience. No wonder Lillianfels was booked out!

  • Stayed July 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank thisisjohnjohnson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
sydney
Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 8 June 2009

We went to York Fairmont believing it might still be like it was under Peppers. How wrong we were. Hotel was FREEZING - obviously did not want to spend any money on the heating being turned on. We had to sleep under 3 blankets, shivering. Stains all over the bedclothes and cushions. Pool area was a disgrace, looked like a rundown leisure centre. Lockers broken and towels lying around. Games room was horrific, like being in the arctic, you could not leave kids there. The meals were a joke, like being in a downmarket canteen (and that is insulting the downmarket canteen). Floors were filthy and it was bloody expensive. Felt like we were in an insitution with large, unappealing meals. The bar was a sad pretence to what it had once been and we had not desire to sit there. Once back in the room the TV did not work properly and none of the in-house movie systems worked. To make matters worse most of the staff could not speak English. I managed to find an older member of staff who said he was embarrassed and ashamed at what had happened to the hotel. How could YORK buy a beautiful old hotel and then not be prepared to look after it and spend one penny on it. He recommended that we don't come back until we see the name YORk disappear from the name. It is a disgrace and it seemed the only people who were semi-happy were large parties from China who perhaps were unaware of just what they should be getting. DONT GO THERE. Overpriced and SAD. Poor old Fairmont Resort and in such a lovely location as well. There were several unhappy people at the front desk when I was complaining. They seem unwilling to put anything back into the hotel and just want to strip every cent they can from it. GREEDY - give it back to Peppers to sort out.

  • Stayed June 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank hendoSydney
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, UK
Level 2 Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 25 May 2009

I have nothing good to say about this place - worst hotel I have ever stayed in.

The staff could not speak English and did not even know the name of the nearby town. When we arrived to check in they sent us to a room which was still being cleaned and when we went back down to tell them this they claimed that it had already been cleaned.

The bar never opened the whole time we were there and breakfast was open one morning out of three.

THe pool had also been closed down for health and safety reasons!

This was the most expensive hotel we stayed in on our honeymoon and was by far the worst - truly awful.

  • Stayed March 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank JayneLec
This review is the subjective opinion of a TripAdvisor member 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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