Hopetoun Tea Rooms est. 1892 (TM) — Restaurant in Melbourne

I am writing today to unfortunately express my enormous disappointment at my visit to Hopetoun on the 24th March. It was my daughter’s 21st Birthday and I called in the morning to make a reservation for the mini high tea. The young lady I spoke to on the phone was lovely and made my reservation for midday. When I arrived, I was surprised to see the construction taking place and the directions down the lane way to the tiny bakehouse in the basement. Upon entering, I was very casually greeted by a staff member and told that my table was at the back of the room as she just pointed to the table “down there”, but before I was to be seated, I should choose a drink from the menu on the wall and to pay up front at the counter before even siting down. The high tea would be brought out. I was surprised that there was no table service. It was all just so casual and inattentive. My first impression was that we were an inconvenience. I regret not leaving immediately. The only reason I didn't is that I didn’t want to spoil the day for my daughter, so I grit my teeth and went to sit down. There were NO other patrons seated in the small dining area. There was however a staff member who was clearly on her lunch break eating her packed lunch from home. There was absolutely no atmosphere and the staff member eating her lunch was just scrolling on her phone the whole time and could no doubt hear every word that was spoken by my daughter and I. It felt very uncomfortable. Our hot drinks were promptly brought out, followed by the mini high tea (the offerings were very nice and I have no complaints about that) 5 minutes later another worker came out with her lunch and also sat in the dining room on the little bench at the back. So basically, it was my daughter and I, plus 2 workers eating their home lunch scrolling on their phones. I felt like I was in an office lunchroom. Another staff member then came along and was swapping out plants in the dining room around us. It was impossible to enjoy anything about what was happening in that room. I have never experienced anything like it. I have never been to your tea rooms but have known about it for many years and thought it would be a really special way to celebrate my daughters 21st. I thought I was booking a wonderful and Iconic experience for my daughter. Sadly, that was not the case at all. It was extremely ordinary. I was unaware that your new venue is incomplete. It is not at all obvious or made clear on your website. The photos are very misleading. Nor was I informed when making the reservation by phone. I did not make my views known at the time as I did not want to create a spectacle, but I’m not sure that there was anyone there that could have, or would have done anything to rectify the situation. Your website should make it CLEAR that your tea rooms are NOT ready. I feel that if anyone calls for a booking it should also be made clear at that point. If I knew it was just a little tiny bakeshop in the basement I would never have made the booking. Ps I sent this to your email address on the 25th March so that you could address this privately, but to date I have received...

We were celebrating my daughter’s birthday at Hopetoun today, and unfortunately it was a bad experience. We have been customers at Hopetoun several times with no issues in the past, but today, the customer service was very unaccommodating.

Our group initially occupied two tables and had lunch together. Afterwards, when half of my family left to find a restroom, I had remained behind as I had ordered a cake and a pot of tea. During this time, the Hopetoun hostess approached me and had requested if she could use one of our tables, which I happily obliged.

However, a few minutes after this, the hostess came back while I was still having my cake and tea. The hostess stated that she needed the table that I was sitting on as well; her reasoning being that Hopetoun was having a long queue waiting at the restaurant. My family and I had only been sitting at the restaurant for a little over an hour, and I had been told by the hostess that there was no sitting time, nor time limit to be at the restaurant.

When she had asked me that she needed my table, this signalled to me that she wanted me to leave, and I was taken aback initially, but I tried to ask if I could finish my dessert. However, the hostess continued to insist that she “needed a table”. Therefore, I felt pressured to leave the restaurant with my half-eaten cake and half-full pot of tea that I was still finishing.

When I confronted the hostess about this, she then stated that she had not asked me to leave my seat, but that she was informing that she “needed a table”. I tried to ask more questions, however the hostess then began to cut me off and dismiss my queries, and stated “please let me explain” her side condescendingly. Unfortunately, this continued until the centre security started coming closer to me and the hostess. This then prompted me to leave and make this complaint.

It is unfortunate that this has to happen at Hopetoun, which I have visited many times. I would like to point this experience out now to inform the restaurant, so that they may improve their customer service...

I went to Hopetoun Tea Rooms for my first anniversary with my husband. We booked our high tea months in advance and we were very glad we did. Even on a Monday morning, the line was so long. For high tea, there's a strict 2 hour booking time so we were there 11am-1pm and in that time, it was jam-packed; there was never a table empty and it was supremely crowded.

The high tea is served in two courses: 1. Three-tiered course of savoury sandwiches and nibbles, petite desserts and cakes, and a platter of fresh fruit; and 2. Two-tiered course of scones, jam, and cream. With each course, you get a drink. I had the Strawberry Kisses and Snow White teas and they were delicious (if you enjoy fruity teas). The savoury sandwiches were very tasty, the petite desserts were beautifully presented, and the fruit was fresh. When the scones came out, they were nice and warm.

The staff was attentive and pleasant despite the fact that they were clearly extremely busy. There isn't really a romantic atmosphere because it's so cramped and busy all the time - it even felt a bit claustrophobic at times - but it's got a nice, friendly, family sort of atmosphere (there were quite a few kids there enjoying lunch which was nice to see).

It was lovely but to be perfectly honest, I don't understand what all the fuss is about. It's nice, sure, and for high tea, there's nothing bad. But I was told it's the best high tea experience in Melbourne and I think that's a bit of an overstatement. I don't understand why there's a constant line outside the restaurant and I don't understand why the high tea is booked out months in advance, nor why it's so expensive. I recommend it but don't be sucked in by the hype. It's just a pleasant experience, but if you go in expecting it to live up to the hype, you may leave...