Mermaid Waters Hotel — Restaurant in Gold Coast City

Terrible Customer Service

Earlier this week 3 of us went to have lunch to celebrate a birthday about 11.40am. We were greeted with, we are not open until midday. I noticed the new QR codes on the table and as we are all elderly I asked for paper menus which I was given one and the girl wasn't happy when I asked for 2 more. We were told to use the codes. Firstly they don't work on 2 of the older phones we have and the three of us wanted to be served by someone, especially when we had questions about the food. It's called customer service HELLO! Then we saw all the signs, pay by cash for meals at the bar. WHAT THE? I went to the bar to get us drinks and asked if I was reading the signs correctly, pay cash for food.

So we couldn't eat a meal unless we had cash. So after being told that is correct and none of us had cash, we had to walk out. What, you can use your credit card at the bar to buy a drink buy not pay for food? Who really is pocketing the cash????

We were the only ones there, and the girl there, who was certainly not overworked couldn't care less we left. But, we, along with others we know will never step into the Lonestar Tavern again.

We went on to Burleigh Sports Club, was welcomed on arrival, had menus on the table, extremely helpful and polite staff both at the restaurant and bar, and had a wonderful meal and desserts and was thanked on the way out.

If I could have given the Lonestar Tavern NO STARS, I would have. Read your other comments about lack of customer service with your QR codes. Some people can't use them and don't want...

We went to Lonestar Tavern several times over the years and I was always very happy with it, so we decided to re-visit. This time things are not the same: my little one had a fly in her kids meal. But I thought accidents happen and I won’t mention it . This morning we went to have breakfast and I was simply disappointed and shocked. They are clearly short on staff, but the whole place has declined significantly. The tables are dirty and aren’t being wiped, even removing the dishes after the previous customers take a long time. Food isn’t being replenished as it’s being consumed and the whole food station was extremely dirty and wasn’t cleaned . Quality of food is certainly not what I remember from my previous visits. Fresh fruit assortiment is quite limited and hot food is full of low quality oil. No fried/boiled or poached eggs . Not mentioning demotivated staff. I think in the past breakfast was $25 flat rate and it was amazing. Now it’s $10 for kids and $20 for adults and quality is just not acceptable. I am very sad that I’ve picked “breakfast included” option with my stay. I asked one of staff members and they said that ownership of this place hasn’t changed since I was here last time, so it’s just a matter of changing the management, I guess. Please, make this place great again, charge higher prices...

Had a terrible experience last night. We are in the hotel and decided to go here for a drink. We ordered 2 basic cocktails and 1 gin/soda. It was a decently quiet night when we went at 8pm, with at least 4 different bar staff available. Nobody saw our docket until I pointed it out after 10 minutes. Then we waited another 15-20 mins before I went up to ask again. My gin/soda was sitting on the counter out in the open. I'm not sure for how long. I ask if it's mine and the staff aren't sure. I see the docket underneath it and I can see it is ours, so I read the docket to see when we made our order... a man in a checkered shirt snatched it out of my hand (I've now learnt his name is Brett). He said UM WELL ACTUALLY it's been 25 minutes. He was extremely condescending and rude to me. He then said that "we are getting there!" I sat back down and they came out after 5-10 mins. The gin/soda was fine. You can't screw that up really. But the two cocktails were awful. The margarita had off lime juice. I do bartending and I KNOW WHAT OFF LIME JUICE TASTES/SMELLS LIKE. That stuff was like.. a WEEK OLD. Or they had stored it terribly. The other drink was meant to be passionfruit, but ended up being a pineapple cocktail. Which we were not informed of that they had changed it.

Not a pleasant experience. Would...