Portsea Hotel — Restaurant in Melbourne

Sensational. I previously did the lazy thing and only put a one word comment which was 'sensational'. In hindsight that was the feeling when my wife and I walked out of the Hotel after our meal. Here's what actually transpired. We arrived to find a queue of people waiting too get in. All of us lacked bookings. None of us, I think realised, just how popular the locale was. For that .... congratulations. Even while waiting, the three 'security' personnel were respectful to all, made us feel important and tried to accomodate all parties as best they could. I don't recall how long we waited but it didn't feel that long, importantly we were not turned away. Soon we were shown to a great table inside, with apologies for not being able to locate us in the garden, despite the fact that we didn't even request an outside table. I felt that to be a touch of professionalism that was above and beyond. The instant we were seated at our table we had a waiter greet us, hand us our menu and explain how we could go about ordering. No one appeared to be waiting and there was more than ample staff on to look after everyone. We selected, ordered and paid for our meal and drinks. The drinks were provided across the bar, without fuss and dispensed efficiently. The meal, which consisted of a plate of mussels and a serve of calamari, was hot, perfectely seasoned and arrived at our table in what seemed like a matter of minutes. Certainly we hadn't even made a dent in our drinks by the time the food arrived. I was suspicious about the speed at which the food was delivered and worried that it was possibly sitting under a heater, just waiting to be served, however one taste convinced me that it was cooked on the spot. The mussels were DELICIOUS. Fresh, plump perfectly spiced with chilli that didn't burn but that did warm the insides in a pleasing way. The calamari were perfectly cooked, not rubbery and perfectly salted, a combination which made them amongst the best we've had. Finally, the action that made me think, SENSATIONAL, was the comment that one of the security people at the front door left us with, which was, "Leaving us so early, that was quick, did you get a chance to have something to eat and was everything OK?" - Unfortunately we were due back in Melbourne. Yes we were quick and yes everything was perfect. How much more satisfying to see that the queue when we left was triple the length of the one when we arrived. Testament to an operation that is run well, is empathetic to all its client's needs and is one that we can't wait to visit again, albeit on our infrequent visits to portsea. Well done guys !!!! Regards Carl...

I recently had the pleasure of dining at the Portsea Hotel and despite a minor mishap, I am delighted to commend the staff and management for their exceptional response.

What truly sets an establishment apart is how they handle such situations. The staff at The Portsea hotel demonstrated remarkable professionalism and attentiveness from the moment I alerted them about the issue.

Firstly, the staff member who attended to me displayed genuine concern and empathy, promptly addressing the matter without hesitation. They immediately apologized for the oversight, assuring me that they would investigate the incident thoroughly to prevent any recurrences. Their attentiveness made me feel heard and reassured that my feedback was being taken seriously.

The management's involvement was equally impressive. The restaurant manager Dilan approached me personally to apologize for the incident and expressed their gratitude for bringing it to their attention.

They emphasized their commitment to maintaining the highest standards of quality and safety in their establishment. Additionally, they generously offered to replace my entire meal, which further demonstrated their dedication to customer satisfaction.

I must also highlight the efficient and considerate manner in which the staff handled the situation within the kitchen.

It is evident that customer satisfaction is a top priority at the Portsea Hotel. Their genuine concern, quick actions, and willingness to go above and beyond to rectify the situation truly set them apart.

I would like to express my sincere appreciation to the entire team at the Portsea Hotel for handling this incident with utmost professionalism and grace.

Their exemplary response reflects their dedication to maintaining a high-quality dining experience. I will undoubtedly revisit the Portsea Hotel in the future and highly recommend it to others who seek not only delectable cuisine but also outstanding service and customer care.

Kudos to the Portsea Hotel for turning a potential disappointment into a testament of their commitment to...

Attended 24/1/23. The decor, styling and location is extraordinarily beautiful. The ocean views are worth a visit alone. There were however a couple of moments tonight that were weird and confusing. Front Security stated the hotel was full and we would have to wait an hour to be seated which we were happy to do.After we went to the bar to get a drink while we waited, we saw the hotel was half empty. One waitress allowed us in while security tried to stop us fromgoing in. We were then told we could only have pizzas. When I asked one waitress if that was the case, she stated that she "didn't want tofight with the kitchen."!?! So we decided to get pizzas which were OK because we were happy to be in this beautiful location. Security then approached us advising the bar was closing 30min after we got there due to being short staffed. To be fair, low staffing is a worldwide problem, however I personally would have preferred to have been told that the hotel was understaffed and that the food options were minimal when we got there so we could have made an informed decision about staying or leaving, rather than being begrudgingly let in, given a minimal food choice and then hurried out the door. Anyway, I'd go back because it's beautiful but illl probably only go for a drink. Lastly, security were rude, gave us a disbelieving and dismissive 'yeah right' response when we advised that a waitress allowed us in and then they told us that only a supervisor or manager could let us in. So I asked the bar staff if I could speak with manager to thank them for letting us in and I was told they're wasn't a manager rostered on.. maybe close off some areas if you don't have the staff? They're were uncollected piles of plates and glasses everywhere. I was sad for...