Hotel - Fairmont Resort & Spa Blue Mountains - MGallery by Sofitel
Mgallery by Sofitel Hotel Mgallery by Sofitel Hotel

Fairmont Resort & Spa Blue Mountains - MGallery by Sofitel

4.0/5 2,942 reviews
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  • The hotel has wifi WIFI/Internet Access
  • The hotel serves breakfast Breakfast
  • The hotel has a bar Bar
  • The hotel has a parking Parking
  • The hotel has a restaurant Restaurant
  • The hotel has air conditioning in rooms Air Conditioning
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Best price guarantee How it works?
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Services in the hotel and nearby

Check-in from 15h00
Check out up to 11h00

Services and practical information

Paying
  • WIFI/Internet Access
    • WIFI at the hotel (Paying)
    • WIFI in the communal areas (Paying)
    • WIFI in your room (Paying)
    • WIFI access (Paying)
  • Parking
    • Private outdoor parking
    • Public outdoor parking
    • Bus/coach parking area
  • Accessibility for people with reduced mobility
    • Reduced mobility rooms
    • Wheelchair access
    • Reduced mobility facilities
    • Accessible bathroom
  • 100% non-smoking hotel
  • Air Conditioning
  • SYDNEY KINGSFORD
  • Languages spoken at the hotel
    • English
  • Reception open 24 hours a day
  • Early check-in/Late check-out
    • EARLY CHECK IN FROM 10AM (Paying)
    • LATE CHECK-OUT UP TO 4PM (Paying)
  • Dry cleaning / Ironing
  • Boutiques/shopping
    • Cash machine
    • Gift shop/newspaper shop
  • Concierge

Leisure and activities

  • Swimming pool
    • Pool
    • Indoor heated pool
    • Outdoor unheated pool
  • Fitness centre
  • Well-being
    • Jacuzzi
    • Massage (Paying)
    • Sauna
  • Golf
    • Golf course 18 holes (Paying)
    • Golf lessons (Paying)
  • Outdoor tennis court  (Nearby)
  • Outdoor sports

Catering

  • Breakfast
  • 3 restaurant(s)
  • 1 bar(s)
  • Room service
    • Hot meals
    • Cold snacks
    • Opening hours : Week 12:00 - 21:00
    • Opening hours : Week-end 12:00 - 21:00

Business services

  • 23 meeting room(s)
  • Conventions hotel
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Hotel location

Your meetings and events

Featuring extensive leisure, dining and conference facilities, Fairmont Resort Blue Mountains provides the perfect setting for meetings, conferences and events in the Blue Mountains, with ability to accommodate up to 850 delegates in a range of layouts.

Fairmont Resort & Spa Blue Mountains - MGallery by Sofitel Meeting Room
Room name Surface area Height Theatre style U-shaped Room Board-room Classroom style Banquet
GLADSTONE 19 m2 2 m 0 0 12 0 0
SIR HENRY PARKES 26 m2 2 m 36 0 14 18 0
BLIGH 37 m2 3 m 40 12 12 18 24
MACQUARIE 37 m2 3 m 40 12 12 18 24
EVANS 72 m2 2 m 80 30 26 36 50
OXLEY 72 m2 2 m 80 30 26 36 50
PHILLIP 72 m2 3 m 40 12 12 18 24
BLIGH/MACQUARIE 74 m2 3 m 74 30 32 42 60
PHILLIP/BLIGH 74 m2 3 m 74 30 32 42 60
NORMAN LINDSAY 78 m2 3 m 90 30 30 45 40
THE CLUB ROOM 80 m2 0 m 90 36 36 50 0
MISTYS 96 m2 4 m 120 40 32 65 80
GOVERNORS 113 m2 3 m 140 48 52 66 90
BLAXLAND 144 m2 4 m 200 46 40 90 110
LAWSON 144 m2 4 m 200 46 40 90 110
PIONEERS 144 m2 2 m 150 42 30 86 100
WENTWORTH 144 m2 4 m 180 46 40 90 110
AUDITORIUM 172 m2 5 m 128 0 0 0 0
BLAXLAND/LAWSON 288 m2 4 m 350 71 60 170 240
LAWSON/WENTWORTH 288 m2 4 m 350 71 60 170 240
WENTWORTH/PIONEERS 288 m2 4 m 300 60 52 175 200
BALLROOM 432 m2 4 m 600 101 90 300 420
GRAND BALLROOM 576 m2 4 m 800 0 0 386 520
    • Flipchart
    • Indoor and Outdoor facilities
    • Videoconferencing
    • Audio and video equipment
    • Podium
    • Lectern
    • Day light
    • Airconditioned meeting room
    • WIFI access
    • Slide projector
    • Syndicate rooms
    • Video equipment
    • Overhead projector
    • Accommodation
    • Wedding co-ordinator
    • Wedding ceremony
    • Catering available

When organizing your meeting, the hotel will be happy to discuss the availability of its facilities and services with you.

Equipment in the meeting rooms

Our rooms

Elegantly appointed and stylish, guest rooms at Fairmont Resort Blue Mountains provide the perfect retreat within this peaceful setting. Recently refurbished, each guest room and suite is spacious, comfortable and contemporary, featuring views over the Jamison Valley, the Blue Mountains National Park, Leura Golf Course and the hotel's gardens and walkways. Guests staying at this superb Blue Mountains hotel can enjoy a range of in-room facilities, including a minibar, WIFI access, an LCD TV and ensuite.

  • 224 rooms
  • 100% non-smoking hotel
  • 3 rooms for people with reduced mobility
  • 6 family rooms
  • 21 connecting rooms
  • Baby bed
    • 220/240 V AC
    • Emergency exit map
    • Safe deposit box in room
    • Radio in room
    • Opening windows
    • Remote control TV
    • Work desk in all rooms
    • Satellite/cable colour TV
    • Baby bed
    • Telephone
    • WIFI in your room
    • Direct dial telephone
    • Pay per view channel(s)
    • Computer
    • Iron in room
    • Coffee/tea making facilities
    • Minibar
    • Shower
    • Bathtub
    • Toilets
    • Hair dryer in bathroom
    • Keycard-operated door locks
    • Audible smoke alarms in rooms
    • Security peephole
    • Smoke alarm in room
    • Emergency info in rooms
    • Alarm clock
Our rooms fittings

Our restaurants and bars

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See all our restaurants and bars
4.3/5 AccorHotels Rating 15,226 reviews

Our guest reviews for
Fairmont Resort & Spa Blue Mountains - MGallery by Sofitel

100% genuine reviews from our guests

Find out more
tripadvisor tripadvisor
4.0/5 TripAdvisor Rating 2,942 reviews
TripAdvisor Certificate of Excellence Certificate of excellence 2019
Couples - 20/08/2019 TripAdvisor review
« A wonderful get-away. »

This is a beautiful resort. There is so much to do if you so desire or just enjoy the magnificent view and relax. The staff are friendly and helpful, the restaurant excellent and the breakfast enjoyable. We will definitely stay here again.

Anonymous Families - 17/08/2019 AccorHotels review
« Turmoil »

I didn’t know the hotel was having a refit when I booked. I wouldn’t have done do if I had known. Drills, dust and a 2 hour lack of water in the room due to a broken pipe didn’t help. Due to the works the hotel had only part of the facilities available. However, we dined in the Embers restaurant and found it to be excellent.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Patricia , Thank you for taking the time to tell us about your experience at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. I am sorry your experience did not meet your expectations; please allow me to express my sincerest apologies. We do pride ourselves on providing only the highest quality of product and service which we appear to have fallen down on on this occasion. We did have a rare and major occurrence during your stay, a burst main inside the building which lead to a range of issues, flooding multiple rooms, power out, loss of water, and fire alarms. Patricia, we dislike seeing any negative comments and do take things personally, we run the resort very professionally and strive for high customer retention and satisfaction. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Ninan Mathew Front Office Manager

Anonymous Couples - 17/08/2019 AccorHotels review
« Excellent »

relaxing. very helpful and cheerful staff

Our hotel has responded to the review
Our hotel has responded to the review

Dear Carmelo We very much appreciate your comments regarding your 'excellent and relaxing' stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. Firstly, thank you for your ongoing loyalty to both the resort and to Accor hotels, it is highly valued and appreciated by the whole team here. It is always a pleasure to receive positive feedback and I wanted to let you know your kind comments on our cheerful and helpful staff have been shared with our team. Our staff are focused on ensuring all of our guests get the very most out of their time spent here with us and are genuine in their service. It is so nice to see this was reflected throughout your stay. Thank you again for sharing your experience, and we look forward to continuing to welcome you both back to the sublime Blue Mountains again soon. Sincerely, Ninan Mathew Front Office Manager

Anonymous Families - 17/08/2019 AccorHotels review
« We had a very enjoyable stay »

The room was very adequate and the reception and housekeeping staff extremely friendly and helpful. We could not get into the restaurant as it was booked which was disappointing and the breakfast was fair but with saying that we were told there was a lot of staff who could not get to work due to the snow so with limited staff they done a great job.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Jenny, Thank you for taking the time to provide feedback on your recent 'very enjoybale' stay with us in the beautiful Blue Mountains. We are so pleased to have played a part in making your time here so enjoyable and especially appreciate your comments on our 'extremely helpful and friendly' staff service. It is our absolute focus to ensure each one of our guests feels warmly welcomed from the moment of arrival and throughout their stay. Our onsite team here are focused on genuine and sincere service. Thank you for allowing me to share your compliments, our team appreciate knowing their efforts make such a positive impact on our guests experience. Our apologies for not being able to dine in, our team try to phone all of our guests prior to arrival to advise them to prebook their restaurant of choice at the time of their choice and I am so sorry this did not transpire and understand your disappointment. We appreciate your understanding of our breakfast service issue with the snow - so lovely to see the white blanket of snow over everything though... We look forward to having the opportunity to warmly welcome you and your family back to the resort again soon. Sincerely, Ninan Mathew Front Office Manager

Cecile Families - 16/08/2019 AccorHotels review
« mrs »

except house keeping, over all good

Our hotel has responded to the review
Our hotel has responded to the review

Dear Cecile We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. We are pleased to read how you enjoyed your overall time spent here with us and have shared your ratings with our genuinely caring team, thank you. We also appreciate your constructive feedback that allows us to address any concerns and continue to make improvements and adjustments in line with guest expectations. Our sincere apologies for ur House Keeping service levels not meeting expectations. Please be assured this is certainly not reflective of our usual high standard of efficient service and attention to detail and has been shared with our House Keeping Manager for review, thank you for bringing it to our attention. Thank you again for sharing your experience, and we look forward to welcoming you and your family back again in the near future. Sincerely, Ninan Mathew Front Office Manager

Kevin F. Couples - 16/08/2019 AccorHotels review
« Great stay at Fairmont »

Overall we had a very good stay for one night. The room was clean and the bed comfortable. Unfortunately there was no view of the mountains from our room. Two staff deserve special attention because their service and their friendliness was exceptional. They are Caitlin in the bar and Jack in the dinning room. The dinner food was excellent, especially the deserts. Checking in and out was very efficient. We were pleasantly surprised to have reserved car parking space assigned to us. Very good initiative.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Kevin, Thank you for taking the time to provide feedback on your recent stay with us in the beautiful Blue Mountains. Thank you also for your continued loaylty to both the Fairmont and to Accor hotels, we are so pleased you enjoyed the well deserved benefit of your reserved car park on arrival. We are so pleased to have played a part in making your time here so enjoyable and especially appreciate your comments on our staff service and for taking the time to personally name both Caitlin and Jack as exemplary members of our team. Your kind comments have been shared directly with them as well as with their Manager and peers- it means so much, thank you. We are lucky to have a truly passionate team who love what they do and this seems to shine through. We look forward to warmly welcoming you both back to the resort and sublime Blue Mountains again in the near future. Sincerely, Ninan Mathew Front Office Manager

Amy R. Families - 16/08/2019 AccorHotels review
« Mrs »

The only reason we stayed at the resort was to enjoy the pool area but it was a let down. For an indoor pool, it was pretty cold so most people were huddled in the spa area which got a little crowded. I did speak to reception about it and they said they would send maintenance to check but it was still cold so we didn’t get to swim as much as we wanted.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mrs, Thank you for taking the time to tell us about your experience at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. Thank you also for your continued loyalty to Accor hotels and to the resort, it is very much appreciated by us all. Please accept our sincere apologise for the pool temperature suring your stay, while it was heated we expeirence a rare heter issue which resulted in the pool temperaure being a coupkle of degrees lower thanususla - and we appreciate this can make all the difference. We truly dislike to see any of our guests unhappy with their stay as we take all feedback very personally and pride ourselves on running a professional service, which we have let you down on this occasion. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Ninan Mathew Front Office Manager

Salvatore R. Families - 16/08/2019 AccorHotels review
« Comfortable stay »

It was nice. Rooms were spacious and clean, and atmosphere of the hotel was pleasant.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Salvatore, We very much appreciate you taking the time to complete the survey regarding your recent comfortbale family stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. It is always a pleasure to receive positive feedback. I will share your ratings with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you for choosing to stay with us and we look forward to warmly welcoming you and your family back to the resort and sublime Blue Mountains again. Sincerely Ninan Mathew Front Office Manager

Matt W. Couples - 16/08/2019 AccorHotels review
« Overnight stay on holiday »

It was very pleasing to get an upgrade and nominated parking space du to the Accor card

Our hotel has responded to the review
Our hotel has responded to the review

Dear Matt We very much appreciate your comments regarding your overnight stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. Firstly, thank you for your ongoing loyalty to Accor, it is highly valued and appreciated. I am so pleased you enjoyed the well deserved benefits of your membership while with us. It is always a pleasure to receive positive feedback. I will share your ratings with our team. Thank you again for sharing your experience, and we look forward to welcoming you both back to the sublime Blue Mountains again soon. Sincerely, Ninan Mathew Front Office Manager

Arlene Couples - 16/08/2019 AccorHotels review

Great service and welcomed us warmly! Highly recommended!

Our hotel has responded to the review
Our hotel has responded to the review

Dear Arlene, Thank you for taking the time to provide feedback on your recent stay with us in the beautiful Blue Mountains. We are so pleased to have played a part in making your time here so enjoyable and especially appreciate your comments on our staff service. It is our absolute focus to ensure each one of our guests feels warmly welcomed from the moment of arrival and throughout their stay. Our onsite team here are focused on genuine and sincere service. Thank you for allowing me to share your compliments, our team appreciate knowing their efforts make such a positive impact on our guests experience. We look forward to warmly welcoming you both back to the resort again soon and certainly appreciate your high recommendation! Sincerely, Ninan Mathew Front Office Manager

Leanne Couples - 15/08/2019 AccorHotels review
« Everything we expected and more »

I surprised my husband with an overnight stay at your hotel to celebrate the end of his chemotherapy treatment. My aim was a nice quiet relaxing stay, good food, and an escape from reality. This is exactly what we got to experience, and we were pleasantly surprised with the excellence of your facilities and top quality service from all staff. Our room was luxurious and comfortable, and dinner at the Embers restaurant sitting by the fireplace was nothing short of perfection. Thank you for allowing me to provide my husband with a much needed break :)

Our hotel has responded to the review
Our hotel has responded to the review

Dear Leanne, Thank you for taking the time to provide feedback on your recent stay with us in the beautiful Blue Mountains. What a special celebration for you both, I am so plesed we played a part in giving you both a very much needed relaxing and enjoybale stay. We especially appreciate your comments on our top quality staff service and fabulous dining experience at Embers. It is our absolute focus to ensure each one of our guests feels warmly welcomed from the moment of arrival and throughout their stay. Our onsite team here are focused on genuine and sincere service. Thank you for allowing me to share your compliments, our team appreciate knowing their efforts make such a positive impact on our guests experience. We look forward to having the opportunity to warmly welcome you both back to the resort again soon. Sincerely, Ninan Mathew Front Office Manager

Frances D. F. Friends - 15/08/2019 AccorHotels review
« Very relaxing »

Loved the weekend , but we couldn’t get close to fireplace loved when lounge was there

Our hotel has responded to the review
Our hotel has responded to the review

Dear Frances We very much appreciate your comments regarding your 'very relaxing' stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. Firstly, thank you for your ongoing loyalty to both the resort and to Accor hotels, it is highly valued and appreciated by the whole team here. It is always a pleasure to receive positive feedback and I wanted to let you know your kind comments have been shared with our team. Our staff are focused on ensuring all of our guests get the very most out of their time spent here with us and are genuine in their service. It is so nice to see this was reflected throughout your stay. In regard to the lounges around Embers fireplace, these were removed to provide additional seating in our restaurant as we simply did not have enough dining options. However, you will be pleased to know that we have recently added a new adults only lounge and dining area in the upstairs Mistys Room. This room has been fitted with a gas fireplace and has the best views in the resort. It is currently operational over school holidays and long weekends and will be open year-round once we have fulfilled our previously committed event bookings in this space. Thank you again for sharing your experience, and we look forward to continuing to welcome you both back to the sublime Blue Mountains again soon. Sincerely, Ninan Mathew Front Office Manager

Will Families - 15/08/2019 AccorHotels review
« Everything in one place. »

Our stay was awesome. Brekky buffet was great. Room was in great condition and very nicely finished. Couches in the foyer and the room were super comfy and the bed was just what I needed after a long week. Pools look great, the playgrounds and gym equip for the kids are awesome and on top of that the menu in the restaurants cater for lots of dietary requirements without even trying.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Will, We very much appreciate you taking the time to complete the survey regarding your recent awesome family stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. We also appreciate your lovely comments on how much you all enjoyed every element of your stay from the extensive resort facilities catering to all members of the family, the dining options available and the variety in our menu offering as well as the comfort of the beds and lounges - we certainly appreciate your comments, thank you and are so plesed you all enjoyed your family time together. Thank you for choosing to stay with us and we look forward to warmly welcoming you and your family back to the resort and sublime Blue Mountains again. Sincerely Ninan Mathew Front Office Manager

Marzena Couples - 15/08/2019 AccorHotels review
« Great place with some issues »

I've booked in advanced the most expensive room they listed on Accor app (4th floor with SPA bath). After booking I contacted the hotel asking for a room with nice view and was informed that they noted my request. It was never aknowledged and when we entered the room I saw a tiny dark window with a view on the road... I called asking to be moved to another room but was told they were fully booked so sorry (well this is why I've booked the most expensive room and wrote in advance - about 3 months!) Otherwise the hotel was nice but this ruined the trip for me. The pool was Ok, hotel is old but you can see they do a lot to renovate it. I would stay there again and make sure I gets nice room if paying over 300$ per night for 2 ppl. To summarise very very disappointed with the view but the hotel had its merits and I would give it another chance.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Marzena, We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains - MGallery by Sofitel. I have reviewed your comments wityh my Res Mgr and we are going to take your feedback onboard,so thank you. Please next time book directly through myself and i will provide complimentary upgrade to suite, free breakfast and welcome amenities for arrival 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 an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope to see you again soon. Sincerely, Scott O'Neile General Manager

Jacinta S. Families - 15/08/2019 AccorHotels review
« Mrs »

Bit of hit and miss. The family room was cramped and no cot provided although we asked several times. Pool and spa totally occupied by kids However It was nice to wake up to snow and a hearty breakfast

Colin Couples - 15/08/2019 AccorHotels review
« Snow is great but the resort is cold! »

We stayed in room 440 and the room never managed to get warm. The heater was on virtually all the time. The aluminium windows allow a steady stream of cold air into the room.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Colin We very much appreciate your comments regarding your stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. Firstly, thank you for your ongoing loyalty to both the resort and to Accor hotels, it is highly valued and appreciated by the whole team here. I apologise sincerely regarding the temperature of your room, our Maintennce Manager is looking into this right away as guest comfort is our top priority and we are renown for our cosy ad warm atmoshpere - I am so sorry this was not apparent during your stay and thank you for letting us know so we can ensure it is rectified straight away. Thank you again for sharing your experience, and we look forward to continuing to welcome you both back to the sublime Blue Mountains again soon. Sincerely, Ninan Mathew Front Office Manager

B. D. Families - 15/08/2019 AccorHotels review
« Place good staff good accor discount excellent value. »

The check-in was efficient. The room met our expectations. We enjoyed the local walks. Thanks for the drinks voucher. It was really nice to have a free drink and settle down on Night 1. Dinner was good. We liked the 3 course meal. The wine selection was good and well-priced. The Accor card discount of 50% made it very good value. We thought the staff managed the difficulties of the sudden snowstorm very effectively. It was a nice touch to be greeted by the GM at the entrance to breakfast. Overall very good.

Our hotel has responded to the review
Our hotel has responded to the review

Dear B. D. We very much appreciate your comments regarding your stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. Firstly, thank you for your ongoing loyalty to Accor, it is highly valued and appreciated. I am so pleased you found your Accor membership offered such great value on your lovely dining experience here with us. 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 an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we look forward to welcoming you and your family back to the sublime Blue Mountains again soon. Sincerely, Ninan Mathew Front Office Manager

Stephen &. L. S. Couples - 15/08/2019 AccorHotels review
« We both thoroughly had a great time »

Relaxing just soaking up the atmosphere and breathing the fresh air.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Stephen and Leonie We very much appreciate your comments regarding your 'great and relxing' stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. Firstly, thank you for your ongoing loyalty to both the resort and to Accor hotels, it is highly valued and appreciated by the whole team here. It is always a pleasure to receive positive feedback and I wanted to let you know your kind comments have been shared with our team. Our staff are focused on ensuring all of our guests get the very most out of their time spent here with us and are genuine in their service. It is so nice to see this was reflected throughout your stay. Thank you again for sharing your experience, and we look forward to continuing to welcome you both back to the sublime Blue Mountains again soon. Sincerely, Ninan Mathew Front Office Manager

Rosa Couples - 15/08/2019 AccorHotels review
« We liked it so much the first time stayed, we went back a second time for longer. »

It was wonderful and just what we needed. We could not fault a thing. It was perfect. Just the relaxing break we needed. We could do as much or as little as we pleased.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Rosa We very much appreciate your comments regarding your 'wonderful' stay with us at the Fairmont Resort & Spa Blue Mountains MGallery by Sofitel. Firstly, thank you for your ongoing loyalty to both the resort and to Accor hotels, it is highly valued and appreciated by the whole team here. I am so pleased you enjoyed your second, longer stay with us so much and it was everything you needed. It is so important in the busy lifes we all lead today to be able to get away for a relaxing and enjoyable break. We certanly appreciate the feedback which has been shared with the whole team here, thank you. We look forward to continuing to welcome you both back to the resort and beautiful Blue Mountains again shortly. Sincerely, Ninan Mathew Front Office Manager

Penelope Couples - 15/08/2019 AccorHotels review
« Great stay, but very noisy »

We really enjoyed our stay here and had a great time, room and view was really amazing, and it even snowed while we were there. I found that there wasn’t a lot of staff around, the only contact I made was when checking in and out, and the concierge booth was always empty. The biggest downfall though was the room in which we stayed was extremely noisy, we were woken up early every morning from people talking outside our room in the hallway, and in the garden. Perhaps the rooms should be more soundproof, or even having an adults only section of the hotel.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Penelope, We very much appreciate your comments regarding your stay at the Fairmont Resort & Spa Blue Mountains - MGallery by Sofitel. How lovely that you were able to experience the resort in snow - such a beautiful day a true winter wonderland. We did experience some issues with many staff members unable to get to the resort due to road closures on the Saturday morning - however this was rectified by the afternoon so I do apoogise that you found staff service lcking - certainly not our usual standard or intention I can assure you. I have shared your comments with our concierge manager to address with the team as well. I am having our MAintenance Manager look into yopur room regartding sound proofing as this should not be occurring and he will ensure all items are installed properly (door seals, soft closing mechanism etc. ) - our apologies for this. I also wanted to let you know that we do very much try to ensure we segregate families and couples throughout the resort as much as possible in terms of accommodation rooms - however due to individual check in and check out dates, as well as changed dates of travel and group bookings we are not able to guarantee this at all times. This has become a large programme for the resort and we are making great and immediate progress with it as I am writing this to have a higher percentage of accuracy. This project involves changing room and bedding configurations on each floor, we are progressing well and it is improving dramatically. We are confident on a return stay this issue will be rectified and again apologise that it was not during your stay. Thank you again for sharing your experience, and we hope to welcome you back again soon. Sincerely, Ninan Mathew Front Office Manager

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