Yarra Valley Grand Hotel — Hotel in Melbourne

First negative review I've ever had to write unfortunately. My Fiancé booked a table for 2 to enjoy a lovely meal together on such a beautiful day in Yarra Glen. There was a ridiculously strong smell of air freshener the entire time we were there, it was so strong it made me feel unwell. Thats all we could smell the enyire time! Please note This. is. toxic

My fiancè's meal came out after 1 hour.. my meal was no where to be seen.. his meal went cold waiting for mine.. nearly 30minutes of waiting now at 1.5 hours.. not one waiter noticed our concerned eyes, or even that fact that the waiter had dropped off just one meal to a table of two 30 minutes ago..... nothing, no communication. Rule number one in hospitality, meals go out together! Especiallyyyy w a table of two! And communicate w your customers. Fiancé had to walk out to the front desk to query my missing meal.

We noticed this was happening w every table in the dining room we were seated in. Only one table received their meals together (table of 2 ladies)

We have been many-many times before over the years, and have had longer and longer wait times. We understand Sundays get busy, but this was just such a disappointing way to enjoy our Sunday. 1 hour wait then a 30 min additional wait for my meal, partners stone cold meal waiting for mine, toxic fumes from air fresheners which have no place anywhere Especially in restaurants!! All wait staff barely made eye contact, no smiles, no communication. All could have been rectified by doing any or all of the above! 1 Positive note, Meals were nice.

Sad to say we...

We booked in several days ago for a table of 15 with a highchair and had dinner there last night. We were put outside after I mentioned I had canceled another booking at another place because we didn’t want to be outside with small children. When we arrived and the table didn’t have the highchair and the footy was on a huge screen and it was 5:30pm. I order my children’s meals and garlic bread just before 6pm. Then the remained of the table order over the next 15min. Our garlic bread came out, then another 30min before the first kids meals came out! Then I asked about all our other kids meals and mains at 7:10pm shortly there after our other kids meals came out but nothing together even though they were order together. Then the mains came out all over the place. Not even in couples as they were order and incorrect sides too. The last main meal that was one of the first ordered was the last main meal to come out by almost 8pm!!!! The steak was perfectly cooked and all meals tasted amazing but not being told about the wait, being outside, the unbelievably loud outdoor area and horrible tables outside destroyed the fact that was one of the best steaks I’ve ever had!! We left by 8:15pm with our small children after scoffing down our meals because we had to get home and never to return again for a meal! I can’t get my head around how much this destroyed my husbands 40th birthday celebrations and had our children out an hour past their bedtimes. Terrible communication and a night we will never forget for the worse...

What was supposed to be an easy going pub lunch on a nice Sunday turned into a very poor experience. It took over an hour for lunch to arrive, it was a simple 3 meal order, kids nuggets, parma and burger.

At no point when being seated or when ordering were we advised there would be an hour + wait on food or anything to expect a longer wait time. The wait staff also did not come and give us an update at anytime or communicate on the lengthy wait time.

We were sitting near the register so we only knew what was going on because many other tables had come up and said they had been waiting 1hr plus and wanted to know where their meals were, they also had not had a single update from any staff.

There was plenty of staff working who could easily have provided basic customer service of updates to tables with such a lengthy wait time.

Kids nugget still had not arrived after 40minutes and I had to go and ask for it to be brought out for a hungry child before ours were ready (which didn’t arrive for another half hour).

When we finally did get our meals the Parma was dissapointing - the salad had no dressing and Parma was tasteless. There was no apologies from staff for the wait when meals were brought.

It felt like this is a fairly regular occurrence listening to the staff responses and lack of bother to be proactive with customers for the wait time.

Would not...