Robina Pavilion — Restaurant in Gold Coast City

I made a reservation for 25 people, and the assistance I received over the phone was delightful. However, the service on the day of our event was disappointing. Since we had another venue to go to afterward, we didn't see the point in reserving a whole area for just a late lunch and drinks.

When I asked if I could arrange the tables, the girl behind the counter curtly refused, stating we only had 15 minutes to set them up. Despite witnessing the same tables empty for two hours during a prior visit, we were informed they couldn't be used. However, on the day they kept allowing customers to sit at those tables, right up until 15mins before our reserved timeframe. I knew we didn't need two hours or even an hour, but 30 minutes would suffice. The girl's rudeness escalated when I explained this, and she dismissively instructed us to wait. However, the manager was more understanding of the situation.

This girl also had the audacity to imply that since we didn't pay the $500 reserved area, we weren't entitled to extra time.

Furthermore, when our guests and the bride to be arrived, the same girl and two others started staring at us and then became rude to our group. My confusion was heightened when I ordered a drink, and the server didn't know what she was serving, causing me to doubt if it was intended for me.

The confusion persisted when the food was brought out, as the staff seemed unsure of what they were serving and who it was for. Their frustration soon became evident as they began rolling their eyes, huffing and puffing, and muttering under their breath, directing their irritation toward us.

If the staff aren't interested in providing good customer service, they should reconsider their career choices. It's ironic that the app asks if you want to tip the staff when the service falls short of expectations.

Having worked in customer-facing industries for a considerable time, I know firsthand that such behavior would not be tolerated...

The only reason I am giving this place 2 stars is because of the friendly bar staff & consistently good chicken parmy.

I have been a local here for 15+ years, and would bring friends/relatives here because of the good customer service and food - even when the place looked how it did.

I understand that being a newly refurbished establishment and still not being completed can cause some issues, but this was on another level. Never have I experienced worse customer service/management and food than I did this weekend just gone.

We were refused a table upon arriving, even after booking online and receiving a booking confirmation via email hours prior. There was no care factor by the manager, only that 'unfortunately the manager forgot to block the calendar out and we're fully booked' - Okay great, so was there an apology? No. Was there an alternative option provided to us? No.

We ended up finding a table amongst other groups near the bar and ordered what sounded like a good choice of food.. boy was I wrong. We ordered buffalo wings which looked like they were boiled and then heated up in the microwave with watery/oily residue underneath and were cold. Yuck. My boyfriend took them back to hopefully swap for a better batch and was told by the chef that they 'slow cook' the wings and just gave him the money back - first I have heard of buffalo wings ever being slow cooked... they were 100% microwaved or boiled.

This is super lengthy as I am shocked that after spending so much money on a beautiful renovation the number 1 priority, your customers, are not looked after.

I attempted to leave a complaint via facebook messenger on the night and have had the message read and ignored. Not the best impression again.

Please guys, focus on training your staff on customer service and fixing the food on your menu as it's a fantastic menu just poorly executed (Minus the parmy, this is...

ST PATRICKS DAY With st Patrick’s day approaching again thought this might be worth noting On St Patrick's Day, March 17th last year , a group of 12 people attended ROBINA pavilion for a 19th birthday.

We spent a considerable amount of money on alcohol and food

We had gone to considerable trouble taking time off work, planning and organising a wonderful party for our son and to that end had attended your restaurant earlier that day to deliver and set up balloons and table decorations. We wanted the table to look spectacular and more importantly for the birthday guest to be surprised and wowed.

We were shocked when we noticed the restaurant was not participating in celebrating St Patrick's Day as there was no acknowledgement anywhere of the special day or in fact anything resembling the Irish culture. We had made sure that our family and guests were at least dressed in Irish clothes to respectfully honour the day.

Sadly when we arrived for dinner we noted the following:

The balloons we provided and were not allowed to set up ourselves were not placed on the table. Your Deputy Manager who we complained to dismissed us in a very inappropriate way without even the most considered manner of all - an apology. We were treated as an "inconvenience" not as valued customers. The music was so loud (and we are all music lovers) that we could barely hear ourselves speak above it. We had extreme difficulty trying to understand what the hostess was saying and what meals were being ordered.

Contacted Robina pavilion and put this in writing No correspondence from...