Fairmont Resort Blue Mountains, MGallery by Sofitel

Reviews about Fairmont Resort Blue Mountains, MGallery by Sofitel

• Michael Roberts

  07.05.2018
  ★ ★ ☆ ☆ ☆
  My wife and I stayed here for 3 nights with out 16 month old son. We could not fault the facilities and it was a great break for us. The only problem we encountered that really disappointed us was when it came to the restaurants. Not the quality of the food (this was excellent), but the service. We arrived a few hours before check-in and the staff were more than helpful in accommodating us before our room was ready. However, we were informed that all the on-site restaurants were fully booked for that evening. It would have been useful if the hotel had thought to alert us at the time of booking that dinner reservations in advance are highly recommended. This meant that the first night we had to order room service. On the second and third night we made sure we had an early reservation in The Embers restaurant. On both evenings there was a distinct lack of customer attention demonstrable from the waiting staff. Empty plates took longer to clear than they should and it was only upon repeated chasing of waiting staff that we got an answer to the whereabouts of our deserts on the third evening. After waiting for the deserts following that update (approx. 45 mins in total from ordering when there was only 3 or 4 tables in the restaurant) we decided enough was enough and headed for our room telling the staff we did not want them anymore. To their credit they did say they would get the deserts brought to our room, which they duly did. (I suspect this was more a case of they had partially made the deserts and didn't want them to go to waste, rather than for our benefit). All things considered I cannot fault the hotel, its facilities and the food. It is the dinner service waiting staff that I feel need to vastly improve. There appeared to be no supervision or direction being provided to them. It is something that can be easily corrected and I hope it will be.
  
  As a final leaving reminder of the poor service. I had to ask the receptionist on check-out if I would have any means of feeding back the above to the hotel's management. She hadn't asked how our stay had been upon arrival at the desk and when I mentioned the above I was told that I would get an email survey request.
  
  I think the dinner service waiting staff management and the reception management teams need to understand that it is the little touches that go a long way in the hospitality industry and no matter how great the facilities on offer are, it will always be the personal interactions with staff that will stick in customer's minds - good and bad.

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