Surfers Paradise Surf Life Saving Club — Local services in Gold Coast City

Ha, ha, I have to laugh. Read reviews and thought, nah, staff cannot be this rude as people say, and I thought the issues with the pram was a hoax as management replied. Well sorry to say I thought this too, however it’s very true Well low and behold we had a real doozy Thursday 7.30pm. Mate arrived before us and had a table inside as it was busy when he arrived. When we arrived he and my partner went to order and whilst they did this I noticed a few empty tables outside to which I moved our things and it was warmer and quite there. I then grabbed the table number and replaced with the outside one…. Well did we get one hell of a nasty look from a woman clearing the tables, if looks could kill, we would be dead and the way she spoke to me about switching the table numbers and said to inform the cashier, not swapping table numbers. I immediately apologised, however she wouldn’t have a bar of my apology was RUDE and slammed down the table number with a bang, the couple next to us witnessed the whole thing in amazement. (This happened to another customer who left a review, so she must be the same staff member) I was concerned as our food was a while waiting, thinking what she may do to our meals, Later my partner ordered a coffee and again she was blatantly rude again, she works in hospitality as well and I’ve never seen her so upset in the way she was spoken to. I am a fair person and would would have mentioned this to the management however I could not see a more senior person to speak to, rather than writing this review as I know how difficult it is to employ good staff. I asked one of the staff who she was. “Her name is Charlotte, she has been here for over a year and she is the supervisor “. That was enough, if your business cannot work out this employees attitude, there is something wrong with management Well great night for my mates birthday and we thought we would eat local and keep our money here, no way!! Back to Burleigh SLSC. I owned a food franchise a few years back, there is no way I would have Charlotte working for me, there would be no customers left to serve and the Google reviews prior to eating there are correct. Food was not the best either as a previous reviewer quoted, cold chips and hard stale schnitzel I really believe your business is not seriously looking at the issues concerning your staff. Thanks guys for your wonderful hospitality, lucky, I WAS IN A GOOD MOOD last night PS after writing this review I researched your negative ones, seems like this woman is your problem with other patrons as well. Your reply is that you will rectify staff issues however you have not. Absolutely disgusting to employ a rude hospitality staff member especially given the title of, “Supervisor “. Just to Add, SPSLC Suggested I email them which I did….. no response… care...

I was a little apprehensive to leave this review based on the replies from management but I won’t let that deter me from sharing an honest experience. We chose this establishment for its view, and we were happy to find a table in the corner. I honestly misread the reserved sign on the table thinking there was no one due for another 2 hours and took a seat while my husband grabbed some drinks. A mature waitress with long blonde hair came rushing over a few minutes later exclaiming loudly that we could not sit there, they were reserved etc. I tried to offer an explanation but she ignored me. My husband then found another table, booked for 12pm and it was 12:40 so he asked the same waitress if we could sit there as they clearly hadn’t shown up. She said no, policy means they need call the customer first before giving up a table. Fair enough, but most places only hold tables for 15 minutes. My biggest upset was her attitude and tone, it was completely unnecessary. Anyway, 2 minutes later she gave the table away without any issue. There were other tables that needed clearing so we sat down at one of them, and the same waitress came over clanging and banging the plates and cutlery making everyone was look over. It was embarrassing and the whole experience until that point honestly made me want to leave but we’d already bought our drinks. We ordered food and it was ok, I liked my pasta however the staff were quick to clear my husbands plate before I’d finished but given this isn’t a formal setting that lack of etiquette could be forgiven. Perhaps we came on a bad day, but this was our first time here and our first impression...

I experienced some very poor customer service here just now. It's a real shame, because I've visited many times before and the food and drink has always been good - up until now. I ordered a glass of the house Cab Sav to accompany my meal and found it to be almost undrinkable - it had clearly been opened some days previously and left unrefrigerated, hence an unpleasant oxidised taste - probably the worst glass of wine I've ever experienced in Australia. Most Aussie wine is good, and I drink a lot of different types, so I know when something doesn't taste right! I took it back to the bar (after having probably two sips), and politely explained that I thought the wine had gone off. The middle-aged blonde lady behind the bar was extremely surly and appeared to take it as a personal affront that I was complaining (politely!) about the wine she had poured. As an Englishman, it takes quite a lot for me to complain (probably the first time I've ever done so in several years living in Australia!). She reluctantly provided a replacement of a different type (which was somewhat better), but the whole experience (particularly her ungracious and unfriendly attitude) left a bad taste in my mouth (excuse the pun). I will think twice before coming here again. Customer service tip - if your customer complains, response in a polite and friendly manner, even if you think their complaint does not...