Palace Hotel — Restaurant in Melbourne

Where do I start? The service here was appalling! Firstly they insisted on ID to be over 18… just to eat. Okay fine - it’s a legal requirement. But then he demanded to know why my partner didn’t have a digital drivers license. Because it has only existed for two days! He’s from overseas and doesn’t bring his passport to dinner! The requirement is fine, it’s the law - but the way the manager, Sunny, interrogated us was not ok. Just say if the ID is okay or not and move on.

Next we asked very clearly how long the food would take because we are in a rush, and he said it would be 15 minutes. He made NO MENTION of the kitchen not being open yet. After we had paid, and sat down with drinks we were told by someone else it would be longer because the kitchen wasn’t open. Feeling stuck we agreed. Twenty minutes later - when the food was to have arrived I went and politely asked for an eta. He wouldn’t check and just said “soon” and was immediately defensive and rude. Only when I insisted did he call the kitchen and still refused to provide an ETA.

I said I wanted a refund and he said “nope you’re not getting one. It’s not my problem.” Yes he actually said that.

At first we spoke with a younger staff member who said it was their first day - this person was lovely and clearly knew how to talk to people. Unfortunately as soon as Sunny, the manager, got involved it all went downhill. He was rude, inattentive and distracted the whole time. He interrogated us, accused me of lying and had no care for doing the right thing.

If you want to the place to look less empty stop him from talking to your customers. Highly recommend - avoid this place. Get fast food instead.

The food was very average too.

I want to reiterate in this feedback, the younger person on their first day - give them a raise or make them the manager. Super friendly, warm...

1 star is too many. Had to have a massive argument with the assistant manager as they tried to deny entry to my friend with a dog guide. Even when the owner confirmed he was in the wrong, he had to be pushed to apologise. Any other establishment would immediately apologise if their staff did something wrong, and would offer you something on the house by way of apology. He had to be pushed to offer my friend the words "I'm sorry" and a free beer by way of apology for conduct that wasn't just rude, but illegal. And thene he kept being rude. He also admitted to us that it's not the first time he has denied service to people with service dogs and seemed almost boastful in telling us that. So to reiterate, the assistant manager has no understanding of basic hospitality, customer service, a very bad attitude, has no understanding of the laws his business has to run by and is proud of himself for being this way. If feeling welcome in hospitality venues or, Inclusivity matter to you, don't go here. There's plenty of other local businesses that would happily take your money and make everyone in your group you...

I've been to the upstairs private function room for a couple birthdays. And last week on the Saturday I came here for a school reunion. We had reserved three tables for the evening. We were told by the staff at one point to be seated and not stand in the way of the live music (I thought that was a bit ridiculous) but I suppose it was for the sake of the performers and other patrons. Overall, the pub itself has good food and drinks. Thank you!

Update: I came here again with a couple friends. We ordered the chicken Parma and beef burger with chips. Unfortunately the drink (just a lemon lime and bitters) took 20 minutes to arrive and we had to remind the staff to actually bring it out. Other than that, the service was pretty good and the food was tasty. Thank you Palace...