What to expect
- Sleep Quality
Last 5 reviews
No refund for Covid lockdown
We are very disappointed that Lilianfels would not offer refund because they are closed. We understand that it is terrible times for the tourism industry but we as Australians are all in it together. We, as business owners, have offered refunds to all our customers who have been affected by lockdown despite facing exactly the same issue, because we know and feel it is the right thing to do. It is a shame that Lilianfels does not feel the same way.
Locked Down due to Covid-19 and unable to travel to Lilianfels from the Eastern Suburbs, we requested a full refund to our credit card. Liliandels management responded by offering us a 6 month credit for the accommodation package only, referring to their Terms and Conditions, stating "we understand that you are not willing to take any risk which is understandable". Locked Down is a directive from the NSW Government. That is, it is illegal to travel from the Eastern Suburbs to Lilianfels in the Blue Mountains. Lilianfels management should morally do the right thing by its loyal customers and acknowledge the Pandemic overrides their T&C's.
Just plain awful
So disappointed in our recent stay at your hotel. The room was so musty and dusty I had to take Zyrtec and a nasal spray and it gave me really bad asthma. Housekeeping cannot make a bed as you can see when I pulled down the blanket and the second photo was above our bed. Something was growing up there. There was dust in the curtains and along the cornices. It was supposed to be a wheelchair access room however there was no shower chair and nowhere to put anything in the shower and no bathroom shelving. Everything had to go on the floor. The Manager Michael and Ahmed were extremely rude and argumentative when I asked for breakfast to be moved to second morning. Michael did come to our room and fix up but not before telling me to read the terms and conditions in my booking. I have worked in the travel industry for 20 years and traveled the world. I would have to say it’s the worst 5 star hotel I have ever stayed at and extremely overpriced. The only bright spot to our weekend was the lovely piano man Mark and our waitress in the lounge. Unfortunately I can’t remember her name but was a young blonde lady. Definitely don’t waste your money 💰 😠
Nice venue but poor service
Lovely setting in the lounge and we were seated, orders for tea taken and asked if we had dietary requirements. Not expecting to list all dislikes, we received some items we didn’t eat (egg sandwiches, strawberry eclair amongst others). It would be nice to have been told what was on offer. Actually, would have been good to have any service at all. Twice we had to actively call for service as our water glasses had been empty fit more than 10 minutes. Also, no spoons for jam, cream or desserts. Only a teaspoon each provided with a saucer rather than plate, which made for a mess. Again, trying to get wait staff attention was difficult and neither appeared interested in their job. The scones were yummy and desserts also tasty but have enjoyed better high teas. The service was terrible, not in keeping with such a lovely venue.
Great spa! Ask for Eva for your massage!
We were day-spa guests at Lilianfels (not hotel guests as didn't stay here)....I booked myself and hubby in for a head, neck and shoulder massage/afternoon tea package and it was spectacular. My massage was carried out by the lovely Eva, she was very very good.. just enough firmness to make you feel great and to get rid of all those everyday aches and pains (yes, she knew exactly where they were!). Was so good to relax afterwards in the spa lounge with herbal tea, you can also use the indoor hotel pool (which is lovely and warm for a winter swim) and the saunas in the changing rooms which Eva advised to help post-massage. Afternoon tea with champagne was delicious, we were so stuffed by the end of it! Amazing sandwiches, cakes, scones, and fabulous service from the restaurant team. If you get chance to go here for this package, do!!...and make sure you ask for Eva for your massage!
© TripAdvisor 2021
These reviews are the subjective opinions of individual travellers and not of TripAdvisor LLC nor of its partners.