The Wood Room — Restaurant in Hume

Last weekend my family and parnter stopped here for a bite of lunch while skiing. My partner is Celiac and this place had Gluten Free Options for nearly every dish on the menu so that was a big draw card. When we went to order we wanted a Gluten Free pizza as that was advertised on the menu. We told the person behind the counter that my partner is Celiac and cant have any traces of Gluten. He said he'll make a note and tell the chefs. Once we ordered we went back to our table to wait for our food, however the man we ordered with came to our table and said the chefs cant guarantee that the pizza will be gluten free because there is flour all throughout the kitchen and asked if she would like a different dish, so she said spaghetti bolognese.

Once the food came to the table I just wanted to check that it was gluten free as we specified when we ordered. The waitress said it was, but I wanted clarification about the meatballs as we have had issues in the past with people overlooking certain parts of the dish. She went and checked with the chefs, and said that they were. About two minutes into her eating the dish, what I assume was the manager came and said that the meatballs are infact not Gluten Free. This ruined the mood of lunch right away because we had checked and checked multiple times that it was all gluten free. So in the end the chef said it was a Gluten Free dish, while the manager was saying it wasn't. He did however give her another dish because we couldn't take any chances, but the damage was already done as she had had one meatball.

About 1.5 hours later she told me that she wasnt feeling good, like she had eaten gluten. We inevitably had to cut our skiing short as we had to take her back to the accommodation so that she could be sick for around an hour.

The food itself was nice, however the experience of ordering Guten Free pasta and clarifying multiple times. Then still getting served gluten was extremely frustrating. If you cannot guarantee that it's Gluten Free please do not advertise that it's Gluten Free, because for us it ruined what was meant to be an enjoyable afternoon skiing. However they did handle the situation very well once the mistake was realised. But for those that have serious dietary requirements, I would just be very cautious with...

A group of 5 of us visited this restaurant for lunch on the weekend and had quite an unpleasant experience. The restaurant was very busy so there is a level of understanding however poor customer service from the wait staff still makes for a very unpleasant dining experience.

We arrived and waited 5 minutes or so for a table which was all okay. We were greeted by a waitress and she took our orders for food and drink. The first round of drinks came out quickly however as there was quite a wait for food we ordered a second round shortly after. This is where the problems arise.

After about 5 minutes of trying to eye off the wait staff to place another drink order - I approached the bar to ask if we could place an order directly with them. They said that they would sent a waitress to the table, which arrived shortly after. We placed our second round of drinks however our waitress seemed to forget about our drinks as these were sitting on the bar ready to be taken to our table for at least 10 minutes until I notified a waitress walking by that they were our drinks and no one had brought them out yet.

The manager (or who I assume was) came over to our table shortly after alerting us that the restaurant was closing in 25 minutes yet we were still waiting on our food. We had been already waiting over 40 minutes for food at this point (which we were okay about given the crowd in the restaurant) but then to be told that we were going to have to rush to eat out food, really emphasised the poor service.

After a 50 minute wait the food arrived. The food itself was okay. Nothing special but not bad. However the overall dining experience was extremely disappointing. Won't...

I had lunch at your restaurant today and would like to share some feedback.

The food was of a high standard, and the young male staff member who served our table was attentive and provided excellent service.

However, there were several areas where the experience fell short. I arrived slightly later than the rest of my group of four and attempted to get the attention of the service staff, but was unsuccessful. I then approached the bar to order drinks, only to be told it was table service only, despite two staff members standing behind the bar unoccupied. Drinks were eventually delivered to the table, but unfortunately with a less-than-welcoming attitude.

Additionally, the female supervisor managing from the host station was not particularly pleasant. I observed her belittling a gentleman and his son at a nearby table, questioning whether they had split a table, despite the restaurant being only about 35% occupied. It appeared they had simply seated themselves as there was no one present to greet them on arrival. This interaction came across as unnecessarily harsh. Clearly someone that should not be working in a customer facing area.

In an environment where service should enhance the overall dining experience—particularly as many patrons may be first-time visitors—this was a missed opportunity. The shortcomings I observed also align with some of the recurring themes noted in recent customer reviews.

Having worked in the hospitality industry internationally and now in Australia, I was disappointed, as this was not the standard of service I would expect from a restaurant of...