Blue Mountains Tourism Limited (BMTL) for failing to meet a May 6 deadline to prove it can rectify “obvious systemic management problems”.

BMTL chairman Randall Walker described the situation as a real shame and said the rest of the tourism industry does not deserve to be so “badly let down by one reckless operator”.

“The Blue Mountains region as a destination has a strong reputation built up over generations and for so much damage to be done in such a short time by an inexperienced operator (Brighten Management Pty Ltd) mismanaging such a significant property is truly tragic,” he said.

“The best outcome for the tourism industry, visitors to the region and Fairmont would have been if the owners had demonstrated a genuine desire to want to turn the situation around.

“Sadly that has not occurred so far.”

The Gazette understands the recent safety glitch involved a guest staying at York Leura Gardens Resort who required urgent medical assistance but could not be located by hotel staff due to inadequate procedures in place.

The guest called reception at 10 pm, but the desk is unmanned after 9pm and all guest calls are redirected to reception at York Fairmont Resort more than 500 metres away.

She reported her room number and surname and asked for an ambulance but staff had assumed she was staying at York Fairmont Resort because no access to the York Leura Gardens Resort database was available until the night audit staff arrived at 11 pm.

Staff at reception only learnt of the new call redirecting system that night and found nobody in the reported room number at the Fairmont.

At least five staff members attempted to assist, but were unable to make any sense of the issue at the time.

The guests managed to call an ambulance themselves using a mobile phone.

BMTL remains concerned about health and safety issues at both properties and has instructed its 300 members not to recommend either as a place to stay.

BMTL and Blue Mountains visitor information centres continue not to take any bookings for the Fairmont and are considering taking further action like suspension or expulsion of BMTL membership.

Mr Walker said Brighten Management Pty Ltd indicated it was in preliminary discussions with a major brand “but not details were ever provided”.