Mornington Hotel — Hotel in Melbourne

I recently had the misfortune of dining at the Mornington Hotel Bistro with a group of 22, and let me tell you, it was an experience I wouldn’t wish on my worst enemy. We had initially booked for 18, and when a few extra people joined us, you’d think the staff might try to accommodate us—especially considering how empty the place was. But no, apparently, finding a suitable table arrangement is akin to solving a Rubik's Cube for this team.

We were crammed 12 people around a table meant for 10, with the rest of our group scattered like lost luggage at an airport. It was the opposite of the group dining experience we hoped for. When we noticed an empty, unused table nearby, we thought, “Why not just take it?” Well, that was a mistake! We were promptly ordered back to our sardine cans by the manager—a woman who clearly missed her calling as a prison warden. She kept insisting that these mystical, reserved tables were off-limits, even though the bistro was practically deserted except for our group.

After some back-and-forth, she finally, grudgingly added another table, but not without repeatedly reminding us, “You have 22 seats now, your group is 22 seats.” Thanks, Captain Obvious! The only problem was that the space allowed for eating was less than what you'd get in an economy airline seat, which, as we all know, isn’t exactly designed for comfort.

To add to the joy of the evening, the fish was drenched in oily batter that could’ve powered a small vehicle, and the rest of the food was as mediocre as the service—definitely not worth the outrageous prices. The young staff were somewhat efficient but oozed disrespect, no doubt taking cues from the manager, whose attitude I haven’t encountered in over 20 years. She was rude, condescending, and seemed to think she was doing us a favor by letting us breathe in her precious bistro.

If you’re looking for a dining experience where you’re treated like an inconvenience rather than a customer, and you enjoy overpriced, greasy food, by all means, visit the Mornington Hotel Bistro. Otherwise, save your money and your sanity, and go literally...

Overall experience: Excellent!

Phone call to make a booking: Was answered by a very polite receptionist named Melanie who gave me information on when the hotel was free as I was wondering whether or not I should buy the Groupon voucher. She gave us a date when it was free before I went ahead to buy a voucher for a two night stay. The receptionist was then nice enough to bump us up to a deluxe spa suite absolutely free of charge on second time I called back because I rang so early!

Arrival: The check-in time was supposed to be 2pm, but since we arrived two hours early, we decided to try our luck to see if the room was free. We were greeted by a once again very polite receptionist who quickly ran up stairs to check if the room was ready. We were not disappointed by her response, as she allowed us to get into our room earlier since it was empty anyway.

Restaurant: We received free dinner and lunch vouchers together with the coupon we bought online. Having already had lunch, I used a lunch voucher to share with my girlfriend. We expected a mediocre meal as it was free, but there was a huge variety of meals on the lunch menu to be chosen from. Once again, we were surprised firstly by the size of the meal, secondly by the service (waiter brought us extra sharing plates and knives for us to share) and thirdly by the quality of the food. Excellent experience at the restaurant from top to bottom.

The room: The spa suite was stunningly clean for a place on the outskirts of the town. The free bump up to the deluxe room was definitely appreciated by my girlfriend and I. Everything about the room itself was at least on par with some 5-star hotels I've been in. However, outshines 5-star hotels in terms of size.

Only negative thing: Was woken in the morning by another worker who believed our check-out time was 10am even though our voucher came with late check-out time of 12pm. Having said that, the worker apologised and we weren't even bothered by such little disturbance.

I everybody to this hotel, especially couples. I had the best experience of my life in this hotel....

During our previous visit, we were disappointed to discover that the self-serve carvery, which we had come to enjoy, had been replaced with a Sunday roast. We were informed at that time that there was a possibility of the carvery being reinstated, which gave us hope. Consequently, prior to embarking on our 45-minute drive to the hotel yesterday, we took the proactive step of contacting your staff by telephone to confirm if the carvery was indeed back. To our delight, we were assured that it had returned.

Unfortunately, upon our arrival, we were dismayed to find that the carvery was, in fact, not available as promised. This discrepancy was disheartening, especially after making the effort to double-check beforehand. Seeking resolution, we approached the manager on duty to discuss the matter. Regrettably, her response was lacking in empathy, and she offered no assistance to rectify the situation. Instead, she advised us to submit our complaint via email.

As loyal patrons, it is disconcerting to encounter such a lack of consideration and professionalism. We understand that mistakes can happen, but the manager's unsympathetic attitude and failure to address the issue only compounded our disappointment. We believe that exceptional customer service is crucial in maintaining a positive reputation, and we feel let down by the way this matter was handled.

We kindly request that appropriate measures be taken to ensure that all staff members, particularly those involved in food service and communication with guests, are well-informed about the differences between a Sunday roast...