Goat House — Restaurant in Melbourne

Disappointing Experience at The Goat House

On Sunday, May 25th, around 3:10 PM, I visited The Goat House with two friends, anticipating a pleasant afternoon tea. Upon arrival, we were informed that the coffee machine had been turned off, despite the kitchen remaining open. This was unexpected, especially given the lively atmosphere at the time. When I inquired further, the staff member directed us to the front coffee shop on Glen Huntly Road for takeaway coffee. I asked if we could bring the takeaway coffee into the restaurant while ordering food, considering both areas are part of the same establishment.

The staff member’s response was notably discourteous. When I questioned the policy, he emphasized that the coffee would be served in takeaway cups and not allowed in the restaurant. My surprised reaction of “You’re kidding” was met with a retort suggesting that if I was dissatisfied, I should leave. He further mentioned that our presence was being recorded on CCTV, a statement I found unnecessary and unhelpful. As three individuals in our seventies, we posed no threat and felt this response was unwarranted.

As a long-standing resident of Elsternwick and a regular patron since the establishment’s inception, this interaction was deeply disappointing. The hospitality industry thrives on courteous and accommodating service, and such experiences can deter loyal customers. Given the competitive nature of Glen Huntly Road, maintaining high customer service standards is crucial.

Additionally, there was no signage or information on the website indicating that coffee service ceases after 3 PM, despite the kitchen remaining open. In fact, the website states: “On top of being the perfect place for a caffeine fix, we have a well-stocked bar, great selection of wine, beer and cocktails, all located in the heart of Elsternwick, Glen Eira.” This lack of clarity can lead to misunderstandings and customer dissatisfaction.

I hope this feedback is taken constructively and prompts a review of service policies and staff training to enhance...

What an absolute shame! Lovely ambience, food was really nice. But ..... oh my gosh management/owner is an absolute nutter! Definitely should not be in hospitality. We had booked earlier in the week for around 8.30 for a group of 25/30 people as we had booked the nearby cinema to watch a movie and then have dinner. We had explained all this on the phone call when we made booking. We even asked if we needed to contact closer to the night (Thurs) to reconfirm, no everything would be fine. We arrived 15 mins late as the movie had gone longer than expected. No table anymore and this guy yelling at us that he could not be expected to keep a table if we could not arrive on time. (not aussie). The place had plenty of seating still available for other people. He yelled in my face "why did I not ring him", I tried to explain that we were in a movie theatre and was a little hard. Plus we had told him in the initial booking. He cut across me and said kitchen was closing in 15 mins. No attempt to seat us or take orders, nothing. We all found different tables, while my husband rushed to tell everyone they only had 15 mins to order. 9pm cut off. So I asked this nasty man could we please have some menus. He proceeded to get a huge armful and literally threw them in front of me, sarcastically saying "Is that enough for you" and stomped off! He kept giving me dirty looks all night. I have never experienced this in hospitality before. With the climate at the moment and how hard thing have been for most people you would think a party of our size would have been welcomed. Some did not have time to order. The young wait staff were lovely and kept apologising, which they did not have to do. Management/Owner need to take a long hard look at how you treat people, as you will not have return customers with that attitude. Goodbye and good luck, you will need...

WOULD YOU LIKE SOME RUDENESS WITH THAT?

This should serve as a WARNING to anyone who would venture into the Goathouse "Cafe Bar Restaurant" for a coffee and chat. Upon arriving last Saturday night with friends we asked the waitress to be seated somewhere quiet (so that we could chat). We were seated behind the bar, at which time we indicated that we would not be ordering any food but would be having coffees. Shortly thereafter, blaring music was played through the overhead bar speakers, one of which was directly facing our table from above. As this was drowning out our conversation, I politely asked the waitress to turn down the volume and she did so. However, towards the end of the night, which was abruptly cut short, the music was turned up again. When I politely asked to have it turned down again, the manager unexpectedly intervened and said that he would not do so as there were full meal paying customers on the nearby table who wanted the music, inferring that they had priority over us as we had only ordered coffees. I was shocked. He progressively became agitated and complained that we occupied a table all Saturday night and only ordered coffee. Despite being regulars at other times of the day, he said that he didn’t recognize us and smugly suggested that we go elsewhere next time. He made it clear that he does not want or need our custom. To say he was rude and offensive is an understatement. We immediately paid for the coffees and left the premises distraught and upset at being treated so shabbily without any provocation on our part. Suffice to say, we will never return to the Goathouse. We may only be 4 people but I hope this review will act as a WARNING to others who are considering going there for a “coffee and chat” that they are NOT welcome at...