Burvale Hotel — Restaurant in Melbourne

I have sent the following to the Burvale/ALH group/Endeavour group but have received no reply.

I am writing this to you as one of a group of five people that visited the Burvale Hotel for Christmas lunch. To say we were not happy with the service and the food is an understatement. We each paid $100.00 and most certainly did not get our money’s worth. On arrival at our allotted time, (12.30pm) we were shown to our booth. The table looked quite nice with crackers and chocolate goodie bags and we were happy and excited for what was to come. It was all downhill from there. After an hour of being ignored, we mentioned to a couple of very harried and overwhelmed wait staff that we hadn’t actually received our ‘on arrival’ flatbread. They said each time they would see what they could do. Fifty minutes later, 2 platters of flatbread were served. Each platter had four very small pieces of toasted bread, so not even enough for two each. Once we had finished these, three out of the five ordered entrees arrived. There were two servings of oysters included. On trying one, my husband said “no, I can’t eat these, there is something not right!” My sister and brother-in-law also tried one each and agreed that the oysters tasted ‘wrong’, they were warm and slimy and there was way too much liquid in the shells. Safest not to consume them. The other two entrees never arrived and since one was oysters, we didn’t really want them anyway. It was mentioned to the waiter that the oysters tasted wrong, that’s the reason they had not been eaten, but the waiter really had nothing to say. No palate cleanser was served. Mains arrived at 3.00pm. They were ok, but we were a little wary of what we were eating by then. Interesting that we were expected to use the same cutlery for entrees and main course. The staff started clearing tables around us before we had been served our dessert. It was after 4.00pm when we decided to leave without having our desserts. They did offer to get our desserts asap, but by then we were over it! Two bottles of red wine were produced and given to both the male members of our party. Why just them? Us three ladies do not drink red wine and have also been impacted by this poor food and service. Why couldn’t someone have asked “would you like a bottle of white wine or sparkling wine?” We found this quite confusing. The red wine given was from the Endeavour Group, so no expense spared I would imagine. I could go on about the standard of the toilets, (both male and female). Cubicles out of order, no soap etc. Big signs everywhere to see staff with any bathroom issues. Obviously, there were not enough staff to wait on the tables so definitely no staff available to work on any bathroom issues. We do not wish to complain about the wait staff, there were just simply not enough of them. They seemed to be running all over the place with no clear guidance or direction. It would have been a positive start for us if the ‘arrival’ platters were put on the table as soon as we arrived. That seems like a simple...

We Have been in Victoria for a few weeks and I am so so glad we stumbled upon this hotel… honestly if you are a clean freak and hygiene is a priority for you then look no further than this immaculate hotel. The price is very reasonable compared to others around. The bedsheets and cleanness was very luxurious feeling. Honestly was not expecting to be so clean… thank GOD! Room service was daily and great modern TV with loads of channel, Netflix option if you have an account, YouTube access on your tv etc. our room was so luxurious and spacious. Shower was great. Big room with enough space to sit relax enjoy cuppa and sleep in peace. You wake up to beautiful bird sounds and away from cars and trains etc.. our room# 3 was so clean honestly and the cleaners did an amazing job everyday during our stay from 11/04 to 15/04 for room service daily. Lots of activities during your stay in the hotel but lots more convenient places to see in close proximity. We initially booked for one night as we were afraid this would be a bad stay due to hygiene as we had very bad experience in 3 prior hotels in Melbourne before finding burvale. Our first night at burvale was so amazing we decided to extend and wished we had found out about this little gem sooner in our trip.. the price is affordable, lots of good food at the restaurant, and most importantly No bed bugs. Thank you to the amazing team of staff who helped us from check in day right through to checkout making our stay at burvale pleasant and so good . I highly recommend this place to anyone especially if you are clean freak...

Horrible service experience. My newlywed husband and I just wanted a short retreat stay-cation but ran into a couple of issues. No WiFi connection throughout our stay. Manager on duty did not even sound sympathizing for our need for internet and just insisted on Freepubwifi when we tried connecting countless times over our stay. We asked if there were alternatives, he just coldly replied no, remained silent (not being fully present on the phone) then we just had to end that unhelpful call. When we arrived we saw the TV had a Netflix option and got so excited, but turns out nothing is working cos there is no internet. Disappointed. Furthermore the toilet tap is leaking, the shower door not able to completely shut tight, toilet overall looking worn-out. The only redeeming quality is the bed is comfy and sunlight could shine through in the daytime w/o direct facing of anyone.

Update Thank you for taking time to read and reply to my review. I have had difficulty trying to find the reply function for awhile, and I figured I will do so in this manner. I cant exactly recall the room number since it has been a few weeks (9-11 Feb), but I think it was room 24 (near to a sign that put up the opening hours of the pub, gaming & restaurant). Hopefully the internet issue will be fixed well, and thank you for explaining to us about the Netflix part. If only the staff manager on duty could explain to us over the phone call like u did, we would have understood and have no fuss over it, even if the internet wasnt working. But many thanks...