Berala Hotel — Hotel in Sydney

Subject: Formal Complaint – Intimidation & Poor Customer Service at Berala Pub To the Management of Berala Pub,

I am writing to formally lodge a complaint regarding an incident that occurred at your establishment on March 20, 2025, between 6:00 and 6:30 PM. The conduct of one of your staff members was unprofessional, aggressive, and intimidating, and I am extremely disappointed by the way I was treated.

The incident began when I accidentally left my sunglasses at my table after finishing my meal. Upon realizing this, I returned to the eating area and politely asked the kitchen staff if my sunglasses had been handed in. I specifically asked them to check with the staff responsible for clearing tables, as I knew they would be the ones to have seen them.

Instead of answering my simple question, a kitchen staff member responded aggressively, repeatedly telling me to "go to the bar" without providing any clarification. When I attempted to ask again, explaining that my question was directed at the staff who clear the tables, he came out from the kitchen, crossed his arms, and stood in front of me in a way that felt intimidating. His demeanor and body language were entirely inappropriate, making me feel uncomfortable and disrespected.

Ultimately, a customer from the crowd located my sunglasses and returned them to me, proving that this entire situation could have been avoided with basic communication and courtesy.

Additional Issues Poor Communication from Staff

When I originally ordered my meal, the staff member taking my order struggled to understand English and had to get assistance. Despite this, my order was still incorrect due to miscommunication. Unprofessional Handling of the Incident

After retrieving my sunglasses, I attempted to explain the situation to another staff member, but no resolution was provided. When my partner later spoke with the manager and staff, it was suggested that I was the aggressor, which is completely false and unacceptable. Becoming frustrated when being ignored and intimidated is not aggression. The only aggressive behavior in this situation came from your staff member who stepped in front of me, crossed his arms, and refused to properly address my inquiry. Unacceptable Treatment of a Customer I am deeply concerned that a staff member at your establishment felt entitled to treat me this way. It raises serious questions:

Would this staff member have behaved the same way toward a male customer, or did he feel emboldened to act this way because I am a small female? Why was my request met with hostility instead of basic customer service? What training, if any, do your staff receive on professionalism and handling customer concerns? Request for Resolution I expect a formal response addressing the following:

An investigation into this staff member’s behavior, including whether this is part of a pattern of misconduct. A clear explanation of what actions will be taken to ensure this type of aggressive and dismissive behavior does not happen again. Clarification on whether your staff receive training on how to properly communicate with customers and handle lost items. I attend Berala Pub regularly, but this experience has seriously impacted my trust in your establishment. I hope you take this matter seriously and respond with appropriate corrective action.

I expect a written response within 7 days. SENT TO 4 JENKINS ST REGENTS...

Went there today about11.30am at VIP room, after play about 20mins feel like having coffee but no staffs around I assumed they probably busy So I left my machine on reserved then walked to bar for ordering my drink In VIP room bar has no staff I looked through window saw one staff standing on other side( other room has bar connected devices by glass wall) but wasn’t sure she see me coz didn’t seem she would come to get my order so I walked to the other side to see her to order my drink Me : “ hi, can I please get a coffee?” Staff : “ what coffee?” With not very friendly void and attitude Me : “a cappuccino “ Staff : “ Sugar?? “ with giving me a very aggressive looks I started to be unhappy then said “one” Then walked back to my machine

Been more than 5mins I didn’t get my coffee then I walk to bar again and she was on other side of the counter pointing to my coffee that she left it on the counter

This is way so rude and unprofessional how she acts and how she treats customers like this! Not first time about this young staff that rude to customers coz I seen it before but just didn’t think will experience it myself.

Won’t go...

I was a weekly customer of this for so long ,today I ordered the 2 grilled chicken plate . Firstly i found this rotten salad (as shown in the 2nd photo). While i almost finished my lunch i found a peace of steel which is a very dangerous chocking hazard.

I walked to the staff with my food to show it . The girl on the counter called the kitchen staff and stated talking by a different language which is extremely rude for hospitality business like this. I didn’t get any apologies from anyone and ended up getting refund for my food. Which i am not happy for cause i came out with a half empty stomach.I will surely escalate it for the sake of...