Pine Grove Hotel — Restaurant in Melbourne

I am a regular customer to this Hotel . Me and my parthen going to this Hotel ones or twice every week Monday to Wednesday on their special deal nights. Today our booking was made for 7.30 pm for Parma night, We came there 10 min earlier thinking we will get a drink and start our dinner earlier too . We pretty much ordered our two parmas as soon as we got in. One hour later we still sitting and waiting for our meal to come out and nothing happens , No one come and asked us How we are going or we may be need anything while we are waiting. 4 people next to our table were ordering their meal 20 min later and they obviously come in later too . And they got theirs 20 min before us ! So we waiting for another 30 min and still NO ONE come up our way to say anything or bring anything to us !

NOW to cut long story short - Customer service is disgraceful at this Pine Groove Hotel ( even though their meal is just ok / not bad ) . Always takes up to an hour to get your meal. Dont tell me that you had an event going on and were too busy and overloaded with work ! Short of staff ? NOT customers problem I am sorry ). Always you get ignored since you pretty much have been shown to your table . Staff MUST have a better observation and be aware how long those people have been waiting for and when did they ordered their meal ??? Manager must have a word with every waiter and ask them if they are actually aware of what is happening on a floor ?

I am a manager myself and Am asking from my team give our customers % 110 of our best service . Make them to feel comfortable so they will be back. Its not hard to do it.

Last thing I want to do is to come for dinner to your Hotel after I've given all my effort to our customers and hope that I can get a meal with a little bit of please is To wait for an hour and a half and been completely ignored ! And than been told that it's been a misunderstanding !

Can't you see how long are those people there have been sitting and waiting ???

Very bad service ! We will not come back again and I will be sharing my experience with all my friends.

You gotta get better otherwise...

Nine of us turned up for a double birthday lunch. Booked an outside table to "enjoy the view" of the vineyard. Somewhat spoiled by the concrete mixer out side. Unfortunate but not devastating.|My daughter and granddaughter went to the counter to order our meals. Despite being only third in the queue, it took 35 minutes. Annoying but not unprecedented.|When our entrées of garlic pizza and bruschetta were eventually ready, the waitress wandered round from table to table to find out who had ordered them. Inefficient but not a deal breaker. It was then that we realised that we had not napkins. My son in law went off and managed to find ONE ONLY. This we tore up to share amongst us. The garlic pizza resembled thin, dried up cardboard with a bit of melted margarine brushed on it. Couln't taste any garlic.|In anticipation of our main courses turning up within a couple of hours, my son in law went off to find some cutlery and perhaps even an odd napkin or two. He returned with a box containing some of the required items. |Whilst my wife was distributing this amongst our family a man who had been eating at a nearby came over and told us we didn't need the box of utensils. When we said we did, he declared that he was the owner and he was taking them.|During the conversation between he and my daughter he "shirt fronted" her, pushed her on the shoulder and told her to F... off.|That was the final straw. We approached the poor suffering staff member Naomi, who was very apologetic and refunded us our money.|Over the last twenty years or so we have, on several occasions, given this place the benefit of the doubt after a bad experience and returned. Each time the experience was worse than the last. |THEY WON'T SEE US EVER AGAIN.||Despite the late time, the Cardinia Pub down the road thankfully accommodated us and we had great service and a hearty pub meal.|In fact, the waitress told me that we were the third party of diners who had walked out of the other place and come to them, that week alone. And that's only the ones that bothered...

Nine of us turned up for a double birthday lunch. Booked an outside table to "enjoy the view" of the vineyard. Somewhat spoiled by the concrete mixer out side. Unfortunate but not devastating.|My daughter and granddaughter went to the counter to order our meals. Despite being only third in the queue, it took 35 minutes. Annoying but not unprecedented.|When our entrées of garlic pizza and bruschetta were eventually ready, the waitress wandered round from table to table to find out who had ordered them. Inefficient but not a deal breaker. It was then that we realised that we had not napkins. My son in law went off and managed to find ONE ONLY. This we tore up to share amongst us. The garlic pizza resembled thin, dried up cardboard with a bit of melted margarine brushed on it. Couln't taste any garlic.|In anticipation of our main courses turning up within a couple of hours, my son in law went off to find some cutlery and perhaps even an odd napkin or two. He returned with a box containing some of the required items. |Whilst my wife was distributing this amongst our family a man who had been eating at a nearby came over and told us we didn't need the box of utensils. When we said we did, he declared that he was the owner and he was taking them.|During the conversation between he and my daughter he "shirt fronted" her, pushed her on the shoulder and told her to F... off.|That was the final straw. We approached the poor suffering staff member Naomi, who was very apologetic and refunded us our money.|Over the last twenty years or so we have, on several occasions, given this place the benefit of the doubt after a bad experience and returned. Each time the experience was worse than the last. |THEY WON'T SEE US EVER AGAIN.||Despite the late time, the Cardinia Pub down the road thankfully accommodated us and we had great service and a hearty pub meal.|In fact, the waitress told me that we were the third party of diners who had walked out of the other place and come to them, that week alone. And that's only the ones that bothered...