Reef Gateway Hotel — Restaurant in Cannonvale

Absolutely disgraceful customer service from the manager.

Came in as a table of 9. We made 3 orders consisting of 3x garlics breads 2x entrees 2x kids meals and 6x mains. We requested all the food to arrive together particularly so that the person who ordered an entree as a main wouldn’t need to eat alone. Within 5-10 minutes of ordering we received 2x of the garlic breads. Approximately 10 minutes or so later the two entrees came out along with the remaining garlic bread. After another 10-15 minutes they brought out 4x mains and the 2x kids meals. Myself and my wife were still awaiting our main meals we did ask a waiter who simply said “sorry we have a new chef on tonight” After another 15 or so minutes 1 of our family members noticed their chicken schnitzel was really soft. Took his flashlight to it and noticed it was raw. We called for a waitress to get a manager. When she came over she said “we are a really busy place” no apology or anything. We also brought up the issue we were still missing two meals and that nothing had been brought out as requested. She didn’t seem to care at all. At that point the remaining two meals were bought out which we refused as myself and my wife weren’t confident eating chicken schnitzels after seeing one already served raw. One of our other family members refused to eat the rest of his meal as he was too scared to have raw chicken as well. We had to ask several times to be refunded for the meals we didn’t want due to the raw chicken issue. The manager eventually said “you can have your refund and you’ll never come back here again” as if I would even risk my or my families health in that way. On top of this another family member ordered a rare steak that was more than well done. We have contacted the Queensland health department and reported the chicken issue and hope they follow up with the venue. We are not unreasonable people and firmly believe that mistakes can and do happen. It’s how mistakes are handled that show the integrity of a business and the manager on duty Tuesday 18/7 did not handle our situation correctly. We received no apology whatsoever for the mix up on when received all our meals and most importantly we received no apology for being served...

The portion sizes are massive! I went in feeling like I was being healthy with a salad and a sneaky side of onion rings, expecting the typical small salad bowl with two strips of beef, and maybe 5 onion rings but no. What came out was a salad that could feed a family of 4 and a whole main dish bowl worth of onion rings. Amazing! And the taste was spectacular. Had the maple pork cheeks for dinner and oh my lord, divine.

The rooms are large and spacious. You can park the car in front of the door, and there is a back door that leads to a balcony and a ramp straight into the bistro/pub. Just like a good mullet, business in the front and party in the back. Room service was also SUPER quick. Beds are comfy. Shower pressure is good. There are biscuits in the room tea and coffee which is always a huge win in my books. There was an actual little milk as well, not those annoying little caps with a teaspoon of cream.

My only gripes are; That the noise from the party in the back will definitely prevent any early bedtimes. Walls are a bit thin on that front. And I'm only bothered by that because my work days start at 3am. The window blinds to the balcony leaves a big old gap, and due to where the mirror is positioned on the wall, and the fact the back balcony is communal to the pub ramp, anyone walking past can get a glimpse of me in bed if the lights are on.

However, my gripes aren't bad enough to prevent me staying here for work next time. See you again...

I think a picture speaks a thousand words. As you can see, the $12 garlic prawn topper is 3 prawns that have not been cleaned properly (this is the first time I’ve ever been served prawns without the spine being split and cleaned out) in a drizzle of garlic sauce that wouldn’t top more than 2 mouthfuls of schnitzel. Also, please don’t advertise that the meal comes with a salad if that is what you are putting on the plate. My daughters cheese pasta was literally pasta with grated cheese on it. I urge the chef to attempt to eat that bland bowl of pasta and see how it tastes. The other meals we good, especially the loaded sweet potato fries. The service was not service, it was just staff doing the bare minimum. On arrival, the waiter who met us looked at us, grabbed 4 menus, walked us to a table and walked away. No greeting or instruction on how or where to order. I am very friendly and got nothing back. When the meals were delivered, they were announced and placed on the table. Despite me saying looks great, thanks mate, I was greeted with silence and the waiter ( a different one to the original) just walking back to the kitchen. The same level of service was given when we ordered at the counter. No matter how polite and friendly we were, it is like they are robots just doing their programmed roles. A smile wouldn’t go astray or maybe a kind word. Unfortunately I won’t be back to see if the service improves, but I certainly...