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Fairmont Resort Blue Mountains - MGallery Collection
4.5 of 5 Resort   |   1 Sublime Point Road, Leura, New South Wales 2780, Australia (Formerly Peppers Fairmont)   |  
Hotel website
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Hotel amenities
Ranked #1 of 2 Hotels in Leura
Sydney, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
“Not good enough”
3 of 5 stars Reviewed June 24, 2014

I rarely write bad reviews unless I feel compelled to tell other customers. I was looking forward to a night at this hotel having read the reviews and the first impressions weren't disappointing walking up to the hotel. Unfortunately right from the start, things went wrong, we were checked in by a trainee receptionist - she nearly charged me 15% extra for paying with my visa debit card, until we pointed out to her that probably applied to credit cards only. She was not personable or friendly, barely cracked a smile which to me suggests that she is in the wrong profession. Never the less, we were excited when we walked through the lobby to our rooms which was nice and spacious. We started at the bar having just returned from a 3 hour walk in the blue mountains. We ordered a couple of drinks and were told to sit down. Our coffees arrived 20 minutes later and no body cleared our table during this time. The two staff members looked busy which is fair enough but I would have appreciated a warning/ apology when we ordered so we knew roughly how long we would have to wait. When we went to use the spa we realised that there were no bathrobes or slippers in the rooms (I don't think any of the rooms have them) so we ended up walking barefoot to the pool and Jacuzzi. Through out the afternoon/evening, we noted that our sink was not draining properly and leaking, the fan in the bath didn't work, the bedside lamp in our room didn't work and the most frustrating part, the clock in our room was 15 minutes late meaning we left our other guest waiting in the lobby for us whilst we were getting ready for dinner. Luckily we had planned to have a drink in the lobby before dinner and this meant we didn't miss our reservation.

So overall the lack of service and faulty items means our stay was not great. The hotel itself is nice with stunning views.

Upon checking out, the receptionist tried to look sympathetic but kept asking if we had called to report the problems to which I said yes we called when we discovered the first problem (the leaking sink) but after that we gave up. We were here for one night and half the things were discovered as we were on the go, like going to bed, oh the lamp is not working, arriving at the lobby only to be told by our guests that we were 15 mins late, a little too late to complain in my opinion. The receptionist simply apologised and said she would tell her manager about the problems.

  • Stayed June 2014, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fairmont7resort, Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, June 28, 2014
Anna, I am very sorry about the experience you have had. Could you kindly Contact me via leigh.salas@fairmontresort.com.au I would like to investigate this further and resolve.
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1,569 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (274)
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English first
Sydney
1 review
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed June 23, 2014

This hotel has so much potential but is so under staffed it's terrible. If you like waiting for 20 mins for tables to be cleared for you to eat your breakfast (1 waitress) or taking your own dishes to the kitchen as you want to make space for main course dishes (again no staff anywhere) then this is the place for you!

  • Stayed June 2014
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fairmont7resort, Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, June 23, 2014
Dear Ngu123,

I am sorry you found there to be a lack of staffing in the outlets. This is not the norm for Fairmont Resort and I will be sure to follow up.
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Top Contributor
126 reviews 126 reviews
36 hotel reviews
Reviews in 49 cities Reviews in 49 cities
60 helpful votes 60 helpful votes
4 of 5 stars Reviewed June 20, 2014 via mobile

We stayed 1 night while passing through the Blue Mountains. Our room had 2 queen beds & enough space for a baby cot as well. Our room overlooked the lake, the rooms on the opposite side of the corridor had the beautiful views over the valley. There are several dining options within the hotel, we chose to have dinner at Embers with our children, the meal was a bit disappointing.
The pool was beautifully warm & the spa is nice & big- perfect for winter!
If you have children the play areas are fantastic. There are 2 play rooms (1 for smaller children & 1 for older children) There is a climbing gym, ball pit, toy cars, slide, computer games etc. They were working on another play area during my stay which had a bowling alley.
They have done a wonderful job refurbishing the hotel, the entry, foyer area & outdoor surrounds are lovely.

  • Stayed June 2014
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fairmont7resort, Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, June 23, 2014
Dear Tlussa,

Thank you for your lovely comments about The Fairmont Resort. We are sorry about your dining experience. We hope that you will come back and enjoy our resort again.
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Senior Reviewer
9 reviews 9 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed June 16, 2014

My husband and myself stayed at the Fairmont on Thursday 19th and Friday 20th June, 2014
The hotel itself is really lovely, the Lobby Bar is beautiful with the log fire as it was extremely cold outside.
Our room was spacious, but you could see that it is pretty old and needed to be a little updated.
The view was great, but windows could of done with a clean so we could see out better.
On the Friday morning I was woken at 7.30am by a bobcat that was digging holes just outside our window and just kept on going most of the morning.
Also would of liked to be able to order breakfast in the room especially on the Saturday morning which they had a soccer breakfast which made the restaurant very busy, and we didn't really want a huge breakfast with a lot of other people, but had no other option (we checked out hungry)

Overall the hotel is lovely and staff are fantastic, but could do with a few upgrades to make the stay better.

Room Tip: Ask for a room looking over the mountains, that was beautiful.
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  • Stayed June 2014, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fairmont7resort, Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, June 23, 2014
Thank you for your feedback. We currently have a second option for breakfast just for Guests that would like something smaller. This is located in our Sublime lounge upstairs. Is it a very nice alternative to the full buffett breakfast if you are not looking for a large meal. We are sorry about the noise you experienced.
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Auckland Region, New Zealand
Senior Contributor
21 reviews 21 reviews
9 hotel reviews
Reviews in 16 cities Reviews in 16 cities
9 helpful votes 9 helpful votes
3 of 5 stars Reviewed June 15, 2014

Visited as a family ( 4 adults and 2 children) in June immediately after a long holiday weekend and stayed in a family room and a standard room for one night only. The key to the family room would not unlock the door. This happened on two separate occasions and in my opinion the service staff and duty manager were not sufficiently concerned as on both occasions family were locked out of their room and we had to curtail some activities and delay a dinner reservation.
On the plus side, the hotel facilities were very child friendly with a large heated indoor swimming pool and an outdoor pool as well as purpose built indoor child play areas. The breakfast was a highlight except that at checkout we were initially charged for 6 cooked breakfasts when we had consumed 2 cooked and 2 continental and we had been told that children were free.

  • Stayed June 2014, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fairmont7resort, General Manager at Fairmont Resort Blue Mountains - MGallery Collection, responded to this review, June 16, 2014
Dear Terry
Thank you for taking the time to share your feedback, We very much appreciate it. I am very sorry about the issue and apparent lack of concern regarding keys.
Sincerely,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Fairmont Resort Blue Mountains - MGallery Collection

Address: 1 Sublime Point Road, Leura, New South Wales 2780, Australia (Formerly Peppers Fairmont)
Phone Number:
Location: Australia > New South Wales > Blue Mountains > Leura
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Leura
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Fairmont Resort Blue Mountains - MGallery Collection 4.5*
Number of rooms: 212
Official Description (provided by the hotel):
Featuring 212 rooms, the Fairmont Resort is the perfect place for a romantic escape, a get together with a group of friends or family or a 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, Blue Mountains has awe inspiring views over the beautiful Jamison Valley & adjoining Leura Golf Course and an extensive array of leisure facilities including five stunning dinning options, indoor heated pool and spa, outdoor pool, tennis courts and gymnasium. ... 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

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