Fairmont Resort Blue Mountains - MGallery Collection — Hotel in Sydney

Enjoyed the guest experience, but let’s address the overall vibe which feels closer to a 3.5-4 star product at an over inflated five star price. Pricing is outrageous for pretty much everything food wise, and the condition of the place is tired. Shower pressure non existent, on par with some backpacker bathrooms and for $600 per night is also simply outrageous. Fairmont’s food and beverage menu offerings across 3 of the outlets are all very perplexing, and that’s just the beginning of some odd policies and settings inside this smoke and mirrors luxury resort in the mountains.

Food and Beverage: We had both kids with us and dined in the sublime lounge and also had in-room dining. Firstly, where is the pizza?With all the families with kids at this resort Fairmont would make a ton of money if they sold pizza.

Secondly, $27 for a frozen chicken burger (delicious btw) with some uncooked French fries on an entree size plate was interesting.

Kids menu spaghetti was amazing. Where is the garlic bread on the menu?

Cheeseburger delivered to in-room dining was also ordinary and my fries were frozen and inedible. This was my 2nd experience of frozen fries so I’m truly wondering who is managing the fries? The f&b manager should be sampling this food and you will see what I mean. Actually, I think they need a new food and beverage manager as this was the sad state of all food all weekend.

Breakfast ordinary overall, no maple syrup for the pancakes we had to ask for some, waffles were rock hard. Why is no one sampling the food that is being served across all the outlets?

But as our stay progresses we start to see the picture here, inexperienced staff due to the location and likely an inexperienced management team within the kitchens.

Embers grill was way too expensive and the menu seemed hard to determine what they were trying to be or achieve. This area downstairs has so much potential, as this resort is full of young families (more on that soon). A revamped restaurant downstairs with a larger menu (thinking cheesecake factory from the USA, that style with everything from Italian to burgers kinda menu.

Pool and Spa; Such an odd indoor pool and spa temperature. The spa is set to way too high (must have been 50/52c) and we saw parents trying to sit in there with their newborn babies, as the indoor pool room was freezing, I would expect this facility to be heated considering the location, so I assume this is a cost saving measure.

This spa was burning my skin so it was also very difficult for kids. Then the pool itself is too cold for a mountain luxury hotel in winter. Again, I urge the facilities manager to take a swim and spa and see what we mean. Interestingly, my son and I ended up starting with spa, almost burning then jumping in the Luke warm pool for some comfort. My other kid lasted 2 mins in the pool and was not interested in the spa at all.

Other than the temperature again another great potential but just missing the mark on user experience.

Games room and playgrounds:

Fantastic options for the kids and little infants alike with arcade games plenty and jungle gyms much appreciated. The mirror maze was however questionable, and I’m my view an opportunity for opportunistic individuals to find a dark quiet place. I would like to see this space used more safely with lighting so parents can see what’s happening at all times.

Hotel Room: Tired bathroom with mould on the caulking seals in sink and shower/bath. Room 301. Id say this is normal across the resort and needs renovation. The shower pressure is some of the worst shower pressure I’ve seen on earth for $600 per night. Embarrassing for the Accor and Sofitel brands. Facilities manager I urge you to take a shower. The showers in the pool area were like a jet so it’s obvious this is a cost saving measure for the hotel.

Beds were comfy but hot. It’s a foam mattress topper on an old spring mattress and they get incredibly hot, we had to turn cold air on. A shortcut on a long list of shortcuts at the Fairmont.

We will be back in July to give it...

My Partner and I arrived on Mon , both looking forward to a relaxing stay. Check in was basic, not much information given out re facilities. My partner went ahead with the porter while I went to park the car. After parking the car, Imagine my surprise when I saw both my Partner & porter heading back to reception! When I asked why they both answered "Room Not Clean". I was embarrassed and frustrated as this was a treat for my Partner. He had a hip replacement late last year and still has trouble walking distances. We arrived back at the lobby, my Partner sat while I spoke to the Duty Manager who apologised, gave us a drink voucher each while she found another room for us. According to the Porter it was an Upgrade as it had a better view. Again no information given about room or facilities. After the Porter had left I realised that all the information was on the TV, including In House dining ( Room Service). To View the Menu you had to download it to your phone. What happens if you don't have a Smart phone? To turn on the lights you have to insert one of the key cards which the porter hadn't done. We ordered a cheese plate and bowl of chips which arrived very quickly , chips were still Hot & plenty for the 2 of us. We put the cheese in the fridge for later on. About 7pm, my partner went to sit on the chair which was an old wooden chair to put on his shoes. Unfortunately the chair broke in 3 places, not great for someone who had hip replacement surgery several months ago. When the chair broke , I could see the pain that my partner was in as a result of the chair breaking, fortunately we had packed his current pain relief medication. He still wanted to go out for dinner at one of the local restaurants, the walk to the foyer was very slow. I spoke with the duty manager who apologised and asked if we needed anything. We said no as we were going out for dinner, she did point out that the local Woolworths was still open if we needed to get some deep heat. We went there , then to went to a Thai Restaurant, once we arrived at car park we decided to get Takeaway. When we arrived back at the hotel, I dropped my partner off at the main entrance, while I went to park the car. As my partner was walking back to the room, he was offered a wheelchair ride but said Thank you but No. We had talked about going to Echo Point next morning to watch the Sunrise, when it came to next morning, my partner decided to stay in bed a bit longer. I went off, got some great shots ( which I have posted to Google), got breakfast from the Bakehouse. When i went to check out, I was informed let me know they had reversed the room service charge due to the chair incident the night before. Later Yesterday afternoon the hotel called to see how my partner was , I appreciated the call but told them I probably wouldn't come back to the hotel or recommend it for several reasons. May I make several suggestions, if hotel management take them on is up to them. At Check In Explain the Location of Restaurant, Bars & Facilities. This wasn't pointed out and only cause I was curious I walked down some steps ( which to me were Steep) to ask somebody there was this the restaurant for dinner/ breakfast & is there a lift for people who can't manage the stairs. Yes it was the restaurant for dinner & breakfast , yes there is a lift from lobby to the restaurant but I didn't see any clear signage. If Porter is escorting guest to the room, ask did reception let you know about the restaurant, bars ,facilities, if reception didn't then it is a chance for the porter to do so and up-sale. Once reaching the room, porter should indicate that you need to use one of the key cards to turn on the lights and at least explain what is in the room. Menus especially room service should be at least displayed via the TV Monitor, rather than having to scan a QR Code to get the menu on your phone. Housekeeping : when a chair is wobbly or seat pad is loose don't leave it in the room, take it away and report it. Hotel is dated, needs...

We decided during our visit in Sydney to come with our family to your hotel, after it was recommended to us from friends. When we checked in there was no explanation of amenities or even a plush for my kids, which my sister law received for her child. Funny is the that I am an ACCOR plus silver member and they are not. I had to remind the reception 4 times that I had ordered an extra bed, which was never put in our bed. The bed was also paid in advance. Then I found out that all Accor membership is not valid during holidays, but a 15 % surcharge applied. We went for dinner with the family and order steaks and red wine. Firstly we received some bread and butter…. We were seven but received six slices of bread. So we asked for an extra slice. For the red wine we received white wine glasses, the waiter explained there is not red wine glasses available, but we saw the glasses hanging in bar.. we ordered the fancy steaks which are recommended for two people, but received only one plate with the stakes, with no sharing possibility. We had to ask for an extra plate, so we had received and extra dessert plate. I had to ask for to pepper dinner plates. For dessert we ordered the beautiful smores dessert and asked the waiter if it is possible to order 2 scooped of vanilla ice cream separate. Which could. Unfortunately I had to tell my seven year old who didn’t get a plush like other kids, that he also not getting the ice cream, because it never came. So we decided to ask for the check. Which was 440 AUD. And included the scoops of icecream which we had never received….The food was good, the service overall a total disappointment. In the meanwhile Marcus the manager was looking for me to apologize for the inconvenience with the extra bed. He found a way to work it out and offered a different room ( Btw the first room had issues with the water taps). Without additional cost and the cost of the Tyra bed would be waived ( I had paid it in advance.)So we decided at 9pm to switch rooms. I mentioned to Marcus the manager, that the dinner was not a nice experience. He promised to work that out as well, but it never happened. Next morning at the check out I talked to the manager on duty and gave a feedback about the service from a point of view of an ACCOR Plus member( which Still don’t know what advantage I have paying it….oh I remember now that we received 2 welcome drinks) so the new manager on duty a lad responded very professional and empathetic, unfortunately I don’t remember her name. She said the maybe we could waive the dinner, but my brother in law had paid it the same evening right away, so it was not possible to waive it somehow. She tried to offer an extra night or a voucher, but we are on holidays in Australia and I also didn’t need to extend this experience.. so I declined her offer. Then she offered to waive the snacks we had the previous day and the breakfast for my sister and brother in law. I reminded her that Marcus offered to waive the extra bed, which was never waived and still on my bill, so she tried to pay it back to my credit card. ( I still have to check if have received the money back). She also assured that the general manager would contact me by email, which never happened, unless you consider this automated. Anyway, because I knew that the breakfast for my sister and brother in law would be forgotten to be waived, I accompanied the to the Check out. The reception asked them to pay there breakfast, so we called again the manager on duty to clarify again. It was waived! Not sure if anybody ever is going to read this or anybody will ever contact us. Because it is not the first time J gave feedback but never heard back. I am a slow learner, but very probably will not consider anymore ACCOR memberships and hotels until he future anymore. And to be fair, I want you to know why. But this is the last time I will give you feedback without you...