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“Yulefest - good and bad”

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Palais Royale Boutique Hotel
Ranked #8 of 15 Hotels in Katoomba
Reviewed 28 July 2017

This hotel has so many good features that it should rate a solid four stars BUT too many things were wrong during our stay for a Yulefest weekend. We checked in at 2pm and we're advised (very pleasantly) that our room wouldn't be ready before 3.30pm. When we finally had access to the room it was beautiful. The king size bed was comfortable and provided a good night sleep. The next day the wheels well and truly fell off. Breakfast was appalling. The food was cold and tasteless. The coffee was like black tar and the tea was no better. It was pretty obvious that very cheap and poor quality ingredients were used. After a day out we returned to our room and almost laughed at the sad housekeeping attempt. The bed looked like it had been made by a two year old. The pillows on the bed looked as though whoever made the bed had then laid down for a sleep. In the bathroom only one towel was replaced and the shower gel was not renewed. And then, just like magic everything changed. Our Yulefest dinnner was really good. There was, however, a noticeable difference in staff skills and ability. Some were excellent while others were clueless. Our breakfast the next morning was great but after our breakfast experience the previous day we took our own coffee and I'm sad to say just as well we did. The coffee and tea was the same as the day before. I raised my concerns with Ron when we checked out and he apologised and seemed to believe that the problem was that Yulefest weekends are high volume and the hotel staff try their hardest. Sorry, not good enough, I have stayed at much larger hotels that cope very well. There is so much that is good about this hotel, it's a real shame that they are not consistent with their services.

Room Tip: Rooms away from the function room are quieter
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  • Stayed: July 2017, travelled as a couple
    • Value
    • Cleanliness
    • Service
1  Thank Jennifer F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palais R, Guest Relations Manager at Palais Royale Boutique Hotel, responded to this reviewResponded 29 August 2017

Hi Jennifer,

Thank you for recognising our hotel's potential. It truly is a very beautiful hotel.

Our General Manager does remember your concerns that were raised with him, and once again, we sincerely apologise for our service not being up to standard at times on that weekend. That was an incredibly busy day that coincided with having some new staff members on. Our housekeeping and breakfasts are usually fantastic, and we are sorry that you experienced a less than ideal day.

We hope you return to Palais Royale in future.

Kind Regards

Palais Royale Management

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33 - 37 of 423 reviews

Reviewed 24 July 2017

From the time we made our booking until we said our goodbyes to the staff at the Palais we felt they couldn't do enough for us. Nothing was a trouble, and all with a smile. Palais Royal is in a great spot in Katoomba, easy walking distance to the town and station. I am sure we will be back.

Room Tip: We were on the ground floor and had great views of the garden.
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  • Stayed: July 2017, travelled with friends
    • Value
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Thank hm00re
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palais R, Guest Relations Manager at Palais Royale Boutique Hotel, responded to this reviewResponded 25 July 2017

Thank you very much for your positive feedback.

We look forward to welcoming you back to Palais Royale again - with a smile!

Sincerely
Guest Relations Manager

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Reviewed 22 July 2017

A family Yulefest weekend away. Palais Royal looked good. The hotel certainly outranks others there in appearance. The downside is that they do not seem to have many dedicated staff. Stayed there the weekend of 14th and 15th July. Check in on Friday for us was fine. Saturday breakfast , staff and coldness of food was nothing short of totally disappointing yet Yulefest dinner and entertainment on Saturday night was amazing. Check out on Sunday, again totally disappointing. Why do you need to call on the phone in reception twice to get someone to come to the desk. Well done to Matt who totally looked after us and listened to us and addressed our complaints. Also the young staff member in the restaurant on the Sunday morning. Come on Ron, if you are serious about looking after guests, get some decent staff.

Room Tip: Try to get a room at the back of the hotel.
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  • Stayed: July 2017, travelled with family
    • Location
    • Cleanliness
    • Service
1  Thank Marilyn S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palais R, Guest Relations Manager at Palais Royale Boutique Hotel, responded to this reviewResponded 25 July 2017

Dear Marilyn,

Thank you for your feedback and your compliments on our beautiful hotel. Palais Royale is certainly a stunning heritage property.

We are very pleased that you enjoyed our Yulefest dinner and entertainment.

We regret that you were dissatisfied with our service on the weekend. As you know, Yulefest is a sell-out event at our hotel in our peak period, so we do apologise if our service standards slipped on a busy weekend.

The issues you encountered have been dealt with accordingly, and we strive to serve you better upon your next visit.

Sincerely
Guest Relations Manager

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Reviewed 17 July 2017 via mobile

First appearance the hotel is very welcoming the young lady on reception was very friendly and helpful . When booking in my sister was told her room would not be ready until 4pm because they have been busy sorry not our problem we have just travelled 3hours and book in is 2 pm. Our rooms were good size clean and the bathroom was really good size and clean,white fluffy towels. The bed did not have a king mattress rather mattresses zipped together which is common but there was no mattress protector so you could feel the join in the mattress . Saturdaywe went down for breakfast and the lady in restaurant was very cheerful informed us they had a large group coming to breakfast in half and suggested we order quickly which we did breakfast arrived we were a table of six everyone had cooked breakfast eggs were all over cooked and baked beans were cold and sauce on eggs benedict was cold after asking if sauce could be warmed as it was on the side in small container the waitress took the breakfast back to the kitchen eventually my sister had to go to kitchen door and ask if she could have her breakfast back on return of her plate sauce wasn't much better and rest of breakfast was cold . With this behind us we headed out for a great day of bush walking and lunch a really good day so much fun in Katoomba. On return to our room our rooms were made up if you could call it that bed linen just pulled up not straightened half on floor our toilet leaked all night before so in the morning we told Ron who said he would look into it nothing done. We went down to Christmas in July which didn't start well but after the help of Matt our problems were sorted and the was great event. Sunday morning breakfast was great. This hotel has potential to be 4 star plus if more experienced staff was employed or staff employed was better supervised. Thanks again to Matt who made sure everyone expectations were met. When checking out the owner / manager Ron seemed very interested in our complaints. However all our complaints have appeared in previous reviews so obviously nothing has been done to remedy them

Stayed: July 2017, travelled with family
Thank Lyn B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palais R, Guest Relations Manager at Palais Royale Boutique Hotel, responded to this reviewResponded 18 July 2017

Dear Lyn,

Thank you for your feedback on your stay. We are glad that you had a fun time in Katoomba and enjoyed taking in the beautiful sights.

We are sorry that you experienced a few minor issues during your stay. As you know, this was one of our Yuletide celebration weekends, which is a peak period for Palais Royale. The issues you experienced have been brought to the attention of Management and have already been dealt with.

Thank you for your compliments on our friendly Front Office and Restaurant staff. We appreciate you acknowledging that Palais Royale has great potential.

We hope that we can welcome you back to Palais Royale in future.

Kind regards,
Palais Royale management





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Reviewed 16 July 2017 via mobile

We stayed at Palais Royale with four other couples for Christmas in July. The hotel is a lovely old building with lots of character and places to sit and enjoy a drink while you chat with friends. The staff are very friendly, the rooms are cosy and the meals were very nice. We had a package deal which included dinner, accomodation and breakfast. A great weekend !

Stayed: July 2017, travelled as a couple
Thank Peter P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palais R, Public Relations Manager at Palais Royale Boutique Hotel, responded to this reviewResponded 18 July 2017

Hi Peter,

Thank you for your kind review. I am pleased that you enjoyed your stay and our Yulefest celebrations.

We hope to welcome you back to Palais Royale in the future.

Kind regards,
Palais Royale management

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Additional Information about Palais Royale Boutique Hotel

Address: 230 Katoomba St, Katoomba, New South Wales 2780, Australia (Formerly Palais Royale Blue Mountains)
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 #8 of 15 Hotels in Katoomba
Price Range: $147 - $270 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Palais Royale Boutique Hotel 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
Palais Royale Boutique Hotel Blue Mountains/Katoomba

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