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Reviewed 24 February 2013

The reception staff tried too hard to be professional and it felt insincere and tacky. We had the luxury suite the first night, fantastic! But then had to change rooms for our second night. "we will put you on the PRIORITY LIST so you don't wait too long, we will call you when your room is ready". It was a day of pouring rain so we didn't venture too far. Check in at 2pm, no call by 1:30 so we ask is our room ready, we are a "priority". No. 2:45pm, no call. So as we see countless people walking passed us with luggage we enquire if our room is finally ready. "Yes, it's ready..." Oh, so why weren't we called? "Blah blah blah, late check outs, blah blah, sorry here's two free drinks". Got up there and there was a massive leak (heavy rain). Nice room and a wonderful view. Then a blackout haha. Can't be helped, just glad we had our dinner.. Eucalypt restaurant really good. Fairmont fairly average.

Date of stay: February 2013
Trip type: Travelled as a couple
Thank Gazz44
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SydneyGeoff, General Manager at Fairmont Resort Blue Mountains, responded to this reviewResponded 28 February 2013

Dear "Gazz44", thank you for the feedback which is appreciated and we were pleased you enjoyed many elements of your stay including our Eucalypt restaurant.
We do however need to clarify several of the comments you make. At the time of booking you were aware you would have to change rooms after the first night. At reception that morning you were asked if you would like your new room readied as a priority. The response was "no as you were heading out for the day". Hence the room not being available by the usual check in time of 2pm.
We do apologise for the issues caused by the power outage that night which effected not just the resort but sections of Leura. The torrential rain storm also caused some unexpected leaks thru the building.
We would look forward to welcoming you back.
Regards,

Geoffrey R York
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 February 2013

Date of stay: February 2013
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
This review is the subjective opinion of an individual traveller and not of Tripadvisor LLC nor of its partners. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 22 February 2013

I have stayed at the Fairmont more than a dozen times over the past 14 years and each time I am a bit more disappointed than the time before. The renovations obviously haven't reached the 3rd floor yet as there was still the same sad carpet in the hallway and a bucket to catch the drips from the leaking roof. The room appeared really nice until I got into bed. The pillow case and doona smelt like greasy hair and I am doubtful that the bed linen had been changed since the previous guest left. One of the saucers was badly stained by tea or coffee, the freezer was so iced up the fridge door kept popping open, and for the price, a biscuit or two would have been nice to have with a cup of tea. Even one star motels usually give you a small packet of biscuits! Luckily I didn't really have time to watch too much TV as the picture was unclear and jumped all over the place. On the plus side, the catering staff went out of their way to cater for my food allergies and provided me with a delicious alternate meal. All in all though, I think the standard has declined significantly since my first stay in 2000.

Date of stay: February 2013
1  Thank Deborah B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SydneyGeoff, General Manager at Fairmont Resort Blue Mountains, responded to this reviewResponded 28 February 2013

Dear "Deborah B", thank you for the comments and we were pleased to read you enjoyed the meals provided that catered for your various food allergies. Apologises however for the disappointment with your guest room. This is being discussed with our housekeeping manager.
We will be progressively replacing guest room corridor carpets over this year and the torrential rains of that week did create some temporary leaks that we are now addressing.
We would look forward to welcoming you back.

Regards,

Geoffrey R York
General Manager

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Reviewed 22 February 2013

This is an older, once grand resort complex.

It is in need of a complete renovation, but has good bones. It is in a great location, and you can see that at one time the services and physical plant was top notch, but now it is showing its age and it more than tired in major categories. Spa and pool were immense, but they didn't have much in the way of equipment or resources remaining. Maintenance seems to be an issue.

Most of the facilities were good. Some of the rooms were recently updated and were of a good size with good amenities, with bathrooms that were adequate. Lobby area is a little tired.

Parking for guests is totally inadequate. You must park far down a hill from the entrance, and the number of cars far exceed the spaces available. Some of the access gates to the parking area that would make this process a little easier, are perpetually locked. Also, this hotel is EXTREMELY hard to find if you are driving in by car, and the signage is almost non-existent, and what is present is contradictory.

Check-in staff seem to be overwhelmed most of the time. I was told they didn't have my reservation, until I produced my copy of the confirmed reservation from my booking email, and then it took about 45 minutes for them to produce a room for us, even after inquiring several times how the process was going.

Date of stay: September 2012
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
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    • Service
1  Thank Michael B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SydneyGeoff, General Manager at Fairmont Resort Blue Mountains, responded to this reviewResponded 28 February 2013

Dear Reviewer, the feedback is appreciated and we were pleased you enjoyed some of the resort facilities. There is extensive car parking, 350 car spaces, albeit spread over several levels, however none of these are locked off so we do not understand your comment about that.
There is large directional signage for the resort turn off from the main highway and then smaller but visible signage on the streets leading to us.
The resort has undergone extensive refurbishment over the past two years with all guest rooms and the majority of public areas already completed with several more works planned for this year.
Thank you for choosing Fairmont MGallery as your accommodation in the Blue Mountains whilst touring Australia.

Regards,

Geoffrey R York
General Manager

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Reviewed 18 February 2013

I stayed here as a little break during my travels around Oz, it was a little haven during my visit to Australie, the restuarant was fabulous, the room luxurious and I could've stayed allot longer! Thank you Fairmont!

Date of stay: March 2012
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
1  Thank Luxury_lover4
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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