Ratings based on 1,311 Verified Reviews

They paid and stayed. We double-checked.
4.3 out of 5
81% of guests recommend
4.2 Room cleanliness
4.0 Service & staff
4.1 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
2 out of 5
by A verified traveler from Mosman, NSW

Not prepared for peak season

Posted Jul 13, 2016
Pros: - Good location. - Good view. - Things to keep the kids occupied.
Cons: - Staff up to handle the holiday crowd. - We know you are busy and things will take longer than normal- totally understood. But still follow up.
While I know it was busy, these folks were not prepared for the busy season. - We checked in at 10am knowing we would not get a room probably until the 2pm time when you could check in, but we were told we were in the priority queue. Priority meant that we did not get a room until after 5pm. - After going to the front desk many times to check and being told we would be called, we never got called. We had to go back up and learned our room had been available since our last time checking. - No shampoo or soap was provided, but we had all of the conditioner and lotion that one would ever need. After calling, trips to the front desk, we still never got our soap and shampoo until we searched down one of the housekeeping staff on our floor the next morning. - No one came to clean our room until close to dinner each day.
Comment from Hotel Management
Jul 18, 2016 by GM, Hotel Management
Dear Chris Thank you for taking the time to tell us about your experience at the Fairmont Resort Blue Mountains MGallery by Sofitel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At the Fairmont, we strive to provide a superior service experience for every guest; therefore your feedback is very important to us. Your comments have been shared with our House Keeping Manager and team for review to prevent future occurrence. Please be assured this does not reflect our normal high level of service and attention to detail and for this I am truly sorry. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Warm regards Scott O'Neile General Manager
5 out of 5
by A verified traveler

Comfortable and accessible hotel

Posted Jun 23, 2016
Pros: The staff were generally welcoming and friendly.
Cons: It would be the lack of security cameras in public access areas within the hotel. I guess I'm used to having them. The wait to check-in took a while.
My extended family and I had a wonderful stay at hotel. We were there for two nights(alas, too short) and enjoyed good (though limited variety compared to international) breakfast buffet spread. Dinner on the first night was fantastic and they were nice enough to accommodate our group of 7, that included a 16 month old baby even without any reservations. (Reservations were advised due to limited tables available)
Comment from Hotel Management
Jun 30, 2016 by GM, Hotel Management
Dear Andrea Thank you for your review. I am so pleased we played a part in making your family stay with us so enjoyable, including the onsite dining and our genuinely caring team. We do have multiple security cameras throughout the Resort in all public areas with wide angle lenses, the Resort is extremely secure at all times. We also apologise for the delay in check in and are pleased this did not impact the overall enjoyment of your stay. Thank you for choosing to stay with us and we hope to welcome you and your family back to the Resort and the sublime Blue Mountains again shortly. Warm regards Scott O'Neile General Manager
4 out of 5
by A verified traveler from Sydney

children friendly hotel

Posted Jun 12, 2016
Pros: spacious, coffee shop good coffee and cakes.
Cons: Eucalypt restaurant, food was nice, price was reasonable. the wait was tooooo long. After entree, I waited laterally one hour for the main.
The hotel is in a good location. The surrounding is quiet and beautiful. Inside the hotel, it was spacious and comfortable, but there were too many young children. Rooms were big and basically clean.
Comment from Hotel Management
Jun 16, 2016 by GM, Hotel Management
Dear BT Thank you for providing feedback on your recent stay with us here at the Fairmont Resort in the stunning Blue Mountains. We are pleased you and your family thoroughly enjoyed your precious time away with us including Sublime Lounge as well as our amazing location tucked high away in the Blue Mountains. Apologies for the delay in service at Eucalypt, this is not acceptable and certainly does not reflect our usual high level of efficient, warm and personalised service offered here and throughout the Resort. It has been raised for review with our Restaurant manager and Chef. Thank you for choosing to stay with us and we look forward to welcoming you and your family back to the Blue Mountains once again in the future. Warm regards Scott O'Neile General Manager
4 out of 5
by A verified traveler from sydney

Nice hotel and family friendly

Posted May 30, 2016
We went for the weekend with our two kids ages 3 and 1 and the hotel has plenty of activities to do with the kids which was a big plus. The hotel is beautiful and has great views of the blue mountains. Definetely will be back!
Comment from Hotel Management
Jun 16, 2016 by GM, Hotel Management
Dear Diana Thank you for taking the time to provide feedback following your recent family holiday with us here at the Fairmont Resort Blue Mountains MGallery by Sofitel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as encouragement to all of our staff as we strive to continuously improve the quality of our services. We are pleased you enjoyed the generous offering of activities for all members of the family available here at the Resort. We are only continuing to add to these including pony rides, an outdoor play activity centre as well as a purpose built Day Spa facility boasting 12 treatment rooms due for completion by the end of this year. Our absolute focus here at the Fairmont is to ensure we continue to surprise and delight our guests. Thank you again for sharing your experience, and we look forward to welcoming you and your family back to the Resort in the near future. Warm regards Scott O'Neile General Manager
5 out of 5
by A verified traveler

Awesone staff

Posted May 8, 2016
Hotel staff was super friendly. Took caremof.myself and my girlfriend for her birthday. Free cocktails on arival
Comment from Hotel Management
May 11, 2016 by GM, Hotel Management
Thank you for your review and for choosing the Fairmont Resort Blue Mountains to celebrate your girlfriend's birthday. We are so pleased you both thoroughly enjoyed your stay here with us in the romantic and beautiful Blue Mountains and hope to warmly welcome you back in the future. Kind regards Scott O'Neile General Manager
5 out of 5
by A verified traveler from Camber

Great hotel, would stay again.

Posted May 1, 2016 on Wotif
Fantastic room, great service and restaurant food was absolutely beautiful.
Comment from Hotel Management
May 3, 2016 by GM, Hotel Management
Dear Melinda We love hearing feedback from all of our guests, thank you for taking the time to advise us of your recent stay at the Fairmont Resort Blue Mountains. We love it when our valued guests advise they have already decided to return and we look forward to welcoming you back in the future. Your kind comments have been shared with our team, thank you. Warm regards Scott O'Neile General; Manager
1 out of 5
by A verified traveler

Very Disappointed

Posted Apr 27, 2016 on Wotif
Children ran up down the halls all day and night. Housekeeping also walked in 'to clean the room' at about 9:30am even though I had arranged a 12:30pm checkout. I had JUST got out of the shower as well. I left straight away, did not wait till 12:30 to check out and was told at reception that 'because it was school holidays' that's why the children were running up and down the halls ALL day and up to 11pm at night screaming and slamming doors. When I asked why housekeeping had come into my room before checkout time I was told the staff member 'overlooked it and did not know' I had a late check out. Very disappointing 1 night stay there.
Comment from Hotel Management
May 6, 2016 by GM, Hotel Management
Thank you for providing us with feedback following your recent stay with us. I would like to apologise for a failed stay with us, I assure you this is far from our want or intention for any one of our valued guests to leave anything other than 100% satisfied. I apologise for the house keeping error and please be assured it has been shared and reviewed with our House Keeping Manager - it is certainly not reflective of our usual efficient service. We do hope you change your mind so that we can welcome you back to experience our usual high level of efficient, warm and personalised service we are renown for. Warm regards Scott O'Neile General Manager
3 out of 5
by A verified traveler from Adelaide

Great views

Posted Apr 22, 2016 on Wotif
Pros: Very friendly, helpful staff, colonial feel.
Cons: Bathroom nice but mould in titles in spots
Location: Conveniently located for exploring the nearby quaint towns, scenic adventures and the caves.
Old style hotel set near some gorgeous walks and stunning Blue Mountain views. Caters well for families with children.
Comment from Hotel Management
Apr 24, 2016 by General Manager, Hotel Management
Dear Adele Thank you for taking the time to provide feedback on your recent stay with us here at the Fairmont Resort and stunning Blue Mountains. We are pleased you enjoyed your overall stay and have shared your kind comments on our staff with the team, thank you it means a lot to them. We agree our location is second to none tucked high away in the Blue Mountains with access to amazing bush walks and the popular tourist spots as well as some local secret spots our concierge team eagerly share with guests wanting to explore! I wanted to personally let you know of a carefully considered rejuvenation programme currently underway to restore the Resort to her former glory and beyond. While many projects have been completed, including the indoor heated swimming pool, Resort restaurants and lobby area, and many public areas there are a few areas that remain to be actioned including some accommodation rooms and general resort areas that are being completed as a priority. We are also continuing to add value to our guests stay including opening a 12 treatment room Fairmont Day Spa in the latter half of this year as well as some additional outdoor activities for our guests. We do hope to welcome you back again in the future where we are confident to will note the further improvements to our already beautiful Resort. Warm regards Scott O'Neile
4 out of 5
by Ruth from manly

Posted Apr 21, 2016 on Hotels
Great place to stay with kids with lots for them to do but feels like a quality hotel for the adults.
Comment from Hotel Management
Apr 24, 2016 by GM, Hotel Management
Dear Ruth Thank you for taking the time to provide feedback on your recent family holiday with us. We are so pleased to have played a part in making your precious time away so enjoyable. We have a true focus on ensuring we continue to surprise and delight all of our guests - including couples, families and friends travelling together - it is so pleasing to have this recognised. I am so pleased your children enjoyed the extensive facilities on offer and wanted to let you know we are planning even more amazing activities in future including pony rides and more outdoor experiences. For the adults we are currently working on a 12 treatment room Day Spa facility due to be opened at the end of this year. We look forward to welcoming you back to continue your Blue Mountains journey with us. Warm regards Scott O'Neile
2 out of 5
by A verified traveler

Item went missing(stolen) from our room

Posted Apr 15, 2016 on Lastminute
New expensive Cologne that was a recent gift was taken from our room only person to access room was a hotel employee.... extremely disappointed never experienced this in all our travels..... need to lockup everything if you consider staying at this place.
Comment from Hotel Management
May 3, 2016 by General Manager, Hotel Management
Dear Guest I wanted to publicly acknowledge that your comments above were discussed with yourself over the phone once we had investigated our security system. This situation is indeed an absolute rarity for the Fairmont Resort and therefore we have taken it very seriously and ensured we went through the security details with you in detail. As discussed with you previously we are sincerely apologetic that it tainted your overall experience with us, Regards Scott O’Neile General Manager