Hotel Mountain Heritage Blue Mountains — Hotel in Sydney

Save yourself the headache and stay somewhere else. The general managers Molly and Roberts are resentful when guests ask for help.

We are in Australia to support my mother in law who is undergoing chemotherapy, and we are staying here for a two-night getaway in the mountains to celebrate our five year anniversary.

Check-in went smoothly, and we set out for the village to explore. When we returned in the evening we realized the bar fridge was flooded with dirty water, had hair in it, and an ancient cherry ripe ice cream in the freezer the pillows were all feather and I need foam (I am allergic to feather) and had a long blonde hair stuck to them - were they even washed?? the heating pad on my side of the bed wasn’t working, and it was a cold evening The window frame is full of mildew and black mold (see photos) The window-sill is full of dead bugs (see photos) There is dust, cobwebs, and grime everywhere (see photos) which is a nightmare for my asthma

After attempting to call housekeeping, and trying the after-hours emergency line and nobody picking up (another red flag), I wandered downstairs hoping to find someone at reception to help me. Molly was at the front desk but had earpods in, I called out very loudly repeatedly to get her attention (I honestly thought I was being pranked). When I waved my arms to get her attention in her peripheral view she jumped and was upset with me for startling her. I politely explained the situation; she abruptly stated that housekeeping was closed for the evening and there was nothing she could do. I again explained I am allergic to the feathers, and that if nothing could be done about the heating mat then the pillows I really needed help with. She said she would go look and try to find a blanket as well, but said I shouldn’t get my hopes up. Her demeanour was extremely resentful and brusque. She departed, and I ran into general manager Roberts in the hallway about to leave for the evening in street clothes. I remembered him from check-in, and I asked if he worked there to double check. He looked irritated and said “it depends”. Very strange response, considering it says directly in their welcome brochure “if there is anything we can do to assist you during your stay - just ask!” (see photo). I explained to him the situation and he said housekeeping was closed for the evening and to call down in the morning. Not helpful! I found my way back upstairs, and thankfully Molly arrived with a blanket and two foam pillows. She dumped them off so angrily that my fiancé asked if I had insulted her downstairs. Nope, no insults, Molly and Roberts just provide terrible customer service!

With that resolved we headed to bed. I understand we didn’t book a room with a view, but the rooftop air conditioning unit right outside our bedroom window lets out an incessant high-pitched whine that sets your teeth on edge (listen to the video, turn that sound up!). Thankfully I packed earplugs.

This morning we tried to address our concerns to the front desk. The young employee Samuel was gatekeeping us, using hospitality jargon with no resolution, and said he would pass it along to his general managers. This was also a moot point - Sam was going to tell the general managers Roberts and Molly that we complained about them? Good luck getting any form of action. When we departed for the staircase I could hear Roberts grilling Sam about what we had said, and I saw Molly leave the reception area through a side door - she had been hiding behind the wall listening to everything we had complained about and done nothing. How sad and passive aggressive.

All that being said, Gabriel and the other housekeeping staff who came to help us with the broken refrigerator deserve recognition for their outstanding service and willingness to help clientele. The staff is really eager to please and help… just not management Roberts/Molly.

Edit: after providing feedback this morning, no steps have been taken to rectify the situation, and Roberts quickly looked & walked away...

The Mountain Never Again!

1 - The main entrance was muddy at the bottom of the first set of stairs, we had to hop over it to avoid getting mud on our shoes.

2 - At the top of the first flight of stairs of the main entrance has the words 'The California' on it. Its so cheap that they have not removed it and replaced it with the new business name the Mountain Heritage Hotel and Spa Resort.

3 - The main entrance area needs to be landscaped.

4 - Room was average and not what I was expecting for a four and a half star hotel, especially the bathroom.

5 - There were multiple stains on the carpet in our room.

6 - If we wanted to access the jacuzzi is would cost extra. Another hotel we stayed at provided complimentary jacuzzi access.

7 - The gym and pool table were located in two different buildings across the road.

8 - Our room had an awesome view.

9 - When we wanted to leave the hotel for dinner and return after 9:00PM we were not allowed to access the main entrance anymore so we had to walk around the world to the back of the hotel to gain entry into the building again through a back door which was annoying.

10 - Our room was on the front side of the building. We could hear a dog barking continuously from across the road late at night for a long time and this was with all the windows closed. Thank goodness it finally stopped before we had to go to sleep.

11 - This is the point that spoiled our experience at the hotel the most. When we arrived for breakfast my partner and I were the second only couple there at 9:25AM with breakfast due to end at 10:00AM. We went to sit at a four seater table next to the window. One of the female staff members who was not wearing a name badge came up to me and asked for us to sit at a two seater table. I said that I wanted to sit next to my partner at a four seater table next to the window so I could enjoy the spectacular view while I ate my breakfast. I wouldn't have been able to enjoy any view if I had sat on the other side of the table. The female staff member then said ok but made us feel like she wasn't happy about us sitting there by sounding annoyed and mentioned something about a booking but it was just us and another couple there. Breakfast was finishing soon and it was obvious that no other people were going to be coming to eat there at the hotel restaurant any time soon. What a joke. When the same female staff member could see that we had finished our breakfast and were about to leave she quickly disappeared into the kitchen to avoid saying goodbye to us.

12 - At breakfast there was only two juice drinks available and and the juice drinks did not have labels specifying what they were and there was not enough...

My experience with this company has been astonishingly unprofessional, and customer hostile. Tues May 4th - booked online for Yulefest dinner for myself, my partner and our two children. The Yulefest 2021 menu still shows that, due to their age one child is a reduced price, the other is free. Thursday May 6th - BAIT AND SWITCH - Get a call from Nigel asking for pre-payment due to the popularity and limited seating, which was understandable. However, Nigel insisted that the children are to pay full rates ($85 each). We challenged that, as that was not what was advertised. Nigel said he would have to speak to someone at head office to confirm pricing and would call us back. He did not call us back. Sunday May 9th - (Mother's day) Molly from reservations calls us to tell us we don't have a booking, that there was a problem with the booking system, that we are now on a waitlist. Monday May 10th - I call back to reservations, enquire as to how we went from being asked for payment to not having a booking. I also clearly and repeatedly asked to speak to someone above her, as she was repeatedly ignoring my questions, and claiming inability to help. She refused, said only that she would speak to Nigel eventually and get back to me, that he was unavailable for an undetermined amount of time. Would not commit to a resolution, nor a timeframe for an answer. I made it clear that it looked very much like we got bumped from our reservation due to not taking the bait and switch, which I felt was illegal. I attempted to end the call at this point, but Molly did not hang up the phone. As I was trying to speak to her, she went on a lengthy tirade to a co worker, saying this whole dinner is a f* nightmare, calling Nigel (and another female staff member) a C*** repeatedly and that she was going to talk to him tomorrow (Nigel who was unavailable) cancel the whole F* thing, didn't want to deal with f*** bulls customers anymore. 10min later we received an email that our booking was officially cancelled. I called back up and got another staff member, who was just as unhelpful, said our reservation was cancelled by head office. I asked who head office was, he said Crockett in Sydney, and gave me a phone number that was disconnected. All attempts to reach out to the Directors listed under Crockett have failed, all attempts to resolve through the company have failed and have been quite exhausting and offensive. And, during the time we have been waiting for resolution , all the other Yulefest dinners have been booked out on the only weekend I have off with our kids during...