Pretoria Hotel & Cellars — Restaurant in Mannum

Common hospitality mistake poorly handled. Lunch with 7 people. 6 mains came out, 2 of them incorrectly made (1 shank instead of 2, wrong topping for schnitzel).

Fair enough stuff ups happen.

Response was that is what we paid for as per the kitchen docket. OK so your staff member that read our orders correctly back to us somehow still had an issue getting the correct order to the kitchen. possibly an IT issue? Either way, not the best way to treat customers by saying this is what you've paid for full stop.

We were told we can go up and order the missing main if we still want it. No mention about the stuffed up orders, just that if we want what we asked for we can go and order it.

Fair enough. Why would I go and order again after the first order was stuffed up and no effort to fix it given. The business stuffs up and asks the customer to fix it. By spending more money and risking the same issue that no one has bothered to find out why it was wrong in the first place.

Thanks but regret attending this location and will happily give business to those who don't treat customers like an inconvenience when the business has made a mistake.

Just to clarify no issues with the order going wrong these things happen and we're all human. But usually the business is apologetic for their mistake and has an interest in making sure the customer is happy with the solution.

There's 6 people with a meal and 1 person without, not to mention the 2 wrong orders at least make some effort to help that hungry person out. discount their meal, give them a chips or drink while they're waiting, im not sure but any solution is better than this, and a cheap quick fix is better than bad press.

"Sorry you got what you paid for if its wrong go pay for something else and hope it comes out...

Sunday 27th September

$70 for 2 & 1/2 meals with 3 soft drinks - 1 childs serve with chips & 2 adult poorly cooked basic chicken schnitzel meals with so called roast veg that I took straight back as the vegetables were cold, the chicken was over cooked & when the meals were returned found they'd been reheated in the microwave with gravy spilt over the bottom of the plate, the potatos & pumpkin were partially boiled & obviously put under a grill to give a false roasted appearance & not even cooked through. Took my 14 yr old Niece & my 7 yr old daughter there after a visit to the Monarto Wildlife Park because they'd never been to the river & I had to hold my breath with utter diss belief with what we were served & furiously ate quietly so as not to upset my niece or daughter & left with out saying a single word to Management for obvious reasons, Un happy customer, Kym

Thursday 1st October

in regards to the negative review - my self Kym posted on the 27th September with the dining experience my children & I had at the Hotel.

I would like to add that with an almost immediate & compassionate response by way of email from the Manager Jason of the Pretoria Hotel & Cellars & after an honorable suggested chat over the phone with which I eagerly anticipated & accepted am happy to say was a friendly & pleasurable outcome. My children & I have been invited back at our earliest convenience to meet with Jason & experience another meal that the Hotel is renown for as a pleasurable one that Jason understandably expects & promises his customers & looks forward to our positive feed back with yet another enjoyable trip back to a beautiful place in...

Unfortunately we have been disappointed by the restaurant. The kangaroos in the mains were overcooked. The plate was savoury & sweet, which we can't stand and it was not mentioned on the menu when we ordered. I come back at the counter to order a starter or side because we were getting a bit late on time, we had to leave 20mns after. I politely ask the waitress which one is the fastest to cook and her colleague, a guy just laughed at me. They didn't even ask me why I would order an entree right after we got served the mains while this is just customer service, a part of the job. Finally I got served the wedges. They weren't really good either. The sour cream didn't even taste like sour cream, same thing with the mayonnaise. With sides eyes from one of them as we "finish" eating.. Most of the staff is young, I believe don't have enough experience and they are not giving the professional service customers are expecting. I barely ate a few bites that night. I was trying to hold things together because this dinner was for my boyfriend's birthday. But honestly we felt both very disappointed after the food and the service. PS: the lady with the red hair smiled at us when we were leaving, the very first nice thing somebody did all the time we were here. Thank you dear, I'll remember your smile among the bad...