4 Verified Diner Reviews

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Pending Score

4 reviews
Value for money

dined on Sat, 12 Oct 2019

Not as good as it use to be. A little disappointing

dined on Wed, 2 Oct 2019

Dinner booking was for 12 people and some were a little daunted by a previous review. However our experience found it a good venue, with a wide range of meals. There were a number of Specials available as well as a Seniors menu. Service was great, meals came out promptly and were well presented. The food was delicious especially the pizzas. Our table was set with serviettes and cutlery, finished dishes were timely removed. All staff were friendly, attentive and courteous.

dined on Wed, 11 Sep 2019

Presentation was good!

dined on Fri, 6 Sep 2019

Unfortunately last night was not a great experience for us. It should have been obvious to us that on a Friday night there were only a handful of tables filled in the place. Issues that we had: 1. I ordered two children’s meals but was only given one voucher for drink and ice cream and one kids pack. 2. The waitress delivering our entree dropped a prawn off the plate onto the floor. Then asked if we actually want that replaced...? The dropping is not an issue, accidents happen but don’t get huffy when we expect it to be replaced. We have paid for the full meal after all. You shouldn’t even have to ask us. Since that moment, the attitude of the waitress was appalling. Rude and obnoxious. 3. When we asked for serviettes for the table, the rude waitress brought 3. We had 8 people on the table. Then she got cranky when we said we needed more. 4. Three out of four kids meals were delivered yet my sons burger sat up on the pass for quite a while. If the restaurant (and the staff) were actually busy, I can understand. But that wasn’t the case, it was due to inattention. 5. When the mains arrived, a steak was presented as medium rare when rare was ordered. When questioned another staff member said it’s actually rare. They quality of the steak was not good either, gristle. 6. The table was not cleared after the meals, I moved dirty plates and glasses to another table to make space for the cake. 7. We ordered the children’s ice creams and they were forgotten. We waited a period of time, watched the staff packing up the restaurant, clearly not aware of the order. Once asked about it, was able to see the order being passed onto the kitchen. 8. It’s not great having the entire venue packed up around you, lights being switched off etc while you are still finishing drinks and dessert. I’m not sure what the restaurant hours are but this was being done prior to 9pm. 9. Our table ordered a single glass of Chardonnay which apparently was the last drop in the hotel. Seems unusual for a licenced premises to run out of something so simple. Anyway, the experience has definitely turned us away. The demeanour of the staff was probably the worst part. Training and better management should be looked at. Clearly, we are not the only ones who are unimpressed, just look at the empty tables on what should be a busy night say.
Hi Susan, David Matthews is my name, I'm the Hotel Manager at HQ, I wish to personally apologise for your poor experience with us last Friday night. I personally take customer service very seriously and I am very concerned about the findings of your review, this is by no means acceptable service standards and not up to scratch as far as Hotel HQ's expectations are concerned. I am currently conducting a full review of service standards from Friday night to ensure this type of experience does not happen again. I would like to sincerely thankyou for taking the time to let me know of your experiences, I love hearing about the good and the bad, as we strive for a better service performance. The reality is your feedback is vital!! however it is very important to me that your experience last Friday night is not your last experience here, as I would love for you to return and hopefully we can turn around your bad experience into a positive one. that being said I would love for you to forward me your mailing address to: hotelhq.manager@spirithotels.com.au so I can send you some vouchers to return complimentary of the hotel. I hope to hear from you soon, and thanks once again for taking the time to review us. David Matthews Hotel Manager 0414460926
David Matthews, Hotel HQ responded on Tue, 10 Sep 2019
page: 1


Hotel HQ Christmas Day $75pp

Christmas day buffet lunch at Hotel HQ! Adults $75pp, kids 16-5yo $24pp and kids under 5 eat free! TERMS AND CONDITIONS: - A valid credit card is required at the time of your booking. Full payment for your reservations will be charged to the card provided on December 11th 2019. - Final numbers are to be confirmed before December 11th 2019. - Please ensure you inform us on the amount of children attending in your party otherwise your booking will be charge the full adult fee. - We require all dietary requirements 7 days prior for catering purposes. When notified of food allergies & intolerances we will take all due care to ensure meals or beverages served are free from notified products. However, we cannot guarantee that the meals or beverages will be free from trace elements. Please ensure that you notify us of any requirements. - Tables will be allocated and decided by the venue. - Any cancellations made prior to December 11th 2019 may incur a fee of 50% of the set menu price to the card provided. - If you choose to cancel the whole reservation or if numbers drop we require 7 days’ notice of the booking date. Any cancellations or drop in numbers after this period will be charged at full price.
25 Dec 2019
Wed 12:00 PM - 12:10 PM
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