Dune Cafe, Currumbin — Restaurant in Gold Coast City

Lunch on 25 Nov 2023 for 3 people.

No doubt the staff were well intend. Our negative experiences are a management issue.

Arrived and seated - approx 4 other tables occupied at the time.

After being seated, we were asked if water was needed 3 times - twice by same service staff - 3 “yes” answers given.

Water delivered and food orders taken.

More patrons arrive for lunch until the restaurant was comfortably busy.

However, 4 other tables that arrived after us served their meals while we waited with nothing. In fact, there was no further approach to the table since delivery of the water.

Some of the other tables departed, and after one hour, 2 plates of 3 arrived to our table. Minutes after a side order, arrived for the third person, however no comment from the service staff as to when the third main might arrive.

In other words 2 guest meals, begin to cool while we wait for the third meal which arrived in another five minutes without comment or apology from the service staff.

There were no other service approaches to our table in relation to other beverages, replenishment, dessert or whatsoever.

Presentation of the food: 4/10 Taste and texture 3/10 Imaginative: 4/10 Service experience: 1/10

Having waited for the food check and with no eye or verbal contact to us, we decided to pay at the entrance.

We were asked to offer a tip increments of 5% on their tap and pay device.

I mentioned that the service staff was pleasant, however, the overall experience was poor, and that consequently, we would not be tipping on the occasion.

A nice venue excellent...

Went for a swim and decided to stop for a coffee and burger, sat at a table with our two dogs there was no menu went in to get one and got two glasses of water decided on what to have and order through app so had been there about 15 minutes. About 2 minutes later a staff member approached and advised that we were in non-dog area and couldn't stay, I advised that we had already order she said we could move to the dog area as there was a table free. We packed our stuff and she led us to a table in the full sun, I advised that it was 33 degrees and I did not want to sit in the full sun and drink coffee and eat a burger she said there was nothing she could do. I asked to cancel the order and get a refund and was told it was already being prepared so no refund. The people on the table next to us heard and shuffled around to squeeze us on their table so it was cramped and uncomfortable for all of us, the staff basically just didn't care. To say that it was an unpleasant experience is an understatement. When we were leaving I queried why a table of people were sitting at the table next to the table we were originally at with a dog, she advised that the post was the cut off for dog friendly tables. There are little signs on the dog friendly tables, why aren't there signs on the non-dog friendly to advise customers? If I had known I would have ordered takeaway and sat under a tree in the shade.

PUT UP SIGNAGE so that customers aren't inconvenienced and staff...

I walked up to the counter and ordered an iced chocolate with lactose free milk and half ice. Waitress of a slim build with dark brown long hair (who i ordered off at the counter) brought Ice chocolate to our table with a scoop of ice-cream and cream on top. When I asked if that was lactose free she said 'oh no' we don't have lactose free ice cream or cream. I mentioned that I can't have it as I'm intolerant. She told me I should have told them not to put that on. (Like I would know that). She stated it said that on the menu; that i hadn't seen as i was ordering at the counter a pretty standard drink to which most cafes ask if you want it if theirs comes with. When I asked for a replacement she told me they were out of lactose free milk. Not wanting that I asked for a refund. Waitress continued to point out that I was wrong for not asking without, despite clearly stating lactose free and that if I'm allergic I should be telling them and that many people ask for lactose free milk just cause they like the taste. Sad that she couldn't provide some good customer service instead of trying to prove the customer wrong which was laughable at her lack of understanding/learning that she should check with a customer when another ingredient in an item might contradict their request. Definitely some education and improved customer service needed for...