Cherry Bar at The Star Gold Coast — Restaurant in Gold Coast City

Very disappointing experience at The Cherry Bar inside The Star Gold Coast. The Star’s own marketing.. which is displayed all over the hotel, on screens, and even in the in-room “What’s On” guide, promotes Happy Hour from 5 to 7 PM, Sunday to Friday, with $7.50 house spirits, tap beer, and wine, and $15 cocktails, available at several venues including The Garden, The Cherry, The 19, M&G, and the Sports Bar.

After The Garden Bar refused to honour the offer and told us the marketing was wrong, the supervisor there, Kerry, called this venue and said they would uphold it. When we arrived, none of the staff at The cherry Bar knew anything about it. After waiting several minutes, the supervisor Sau came out and was immediately defensive and dismissive.

He said the issue was with Kerry and the marketing team, not him, and that there was nothing he could do. He was very rude in tone, offered no service recovery, and simply told us to “go talk to the GM” or “email the other supervisor to complain.” He gave us Ian's email.

Instead of trying to find a solution or act like a hospitality professional, he just wanted to push the problem away.

What makes it worse is that The Sherry Bar actually has another $5 drink promotion running at the same time for basic wines and beers. If Sau had any foresight or genuine customer service mindset, he could have easily said, “We can’t uphold the $7 Happy Hour offer, but we can honour our $5 deal instead.” But he didn’t, he just stood there blaming others.

The lack of ownership and care was shocking. You can tell from this experience that there’s a serious culture problem in how staff are trained and empowered. For a property that promotes itself as luxury hospitality, this was an embarrassing display of “not my fault” service from start to finish

Not surprised this venue has...

A great example of incompetence... ordered a simple cocktail was told to go one way... Waited 9 Min... then told to go the other side of bar with smart ass comments from the bar staff saying we keeping your step counter up (there was 3 people at the bar the whole time) bar staff to busy flirting and chatting each other up... when I ask what was going on... I was threatened with being ejected... what the hell is going on with this casino? Was on my third drunk and already polite... so incompetent and unprofessional star casino pick your game up... hire some more competent employees... after 25 minutes they finally give me a drink I paid for with zero apology... pathetic and Mediocre to say the least... I think I'll go back to Europe do not visit Australia...

Disappointing service from the security staff, specifically the female. First time at Star, last time I was there it was Jupiters. The glassies kept removing our unusued prosecco glasses and then when we bought a second bottle of prosecco the bar staff member took the bucket and never returned it. It was situated just behind the counter while our bottle continued to warm. I reached over to get it and was promptly threatened to be thrown out by the bully security woman. Obvioulsy she was blind to the gathering of young aggressive males obviously high in the booth and the rude woman on the dancefloor who was unprovoked by my happily dancing husband, when she verbally abused him for his 'nice coat'. What a dogdy, seedy bar full of bad characters....