Royal Hotel — Restaurant in Melbourne

I would like to comment on an event that transpired in front of my dinner with my family last night on the 21st of March.

We overheard a patron demanding free drinks as compensation as they believed that the time for their dinner had taken too long. I was already appalled when they were screaming bar staffs name saying " Where are the free drinks for our late food"

Our food then arrived for my party of 9, to which we were eating and enjoying our meals.

This moment of grace did not last long as the same patrons were demanding their food and "free drinks" to make up for their delay. They then proceeded to demand for the manager.

This is where we were all silently sitting there disgusted with the way the patrons were speaking. To summarise segments of the conversation when the acting manager met with them to deescalate the situation, included - "no where's the other manager! He's better than you"

The conversation then escalated to one of the women dining screaming at the manager stating that she wants to know why her food was taking so long "as she ordered right after them" that the time it was taken is unacceptable! She was very aggressively demanding answers and compensation.

This is where I would like to commend the manager and how he handled these appalling customers. She requested again to know how this happened. So the manager proceeded to give them the receipts and highlighted the time stamps. To which she did not order directly after them. This was yet again "not acceptable" to the patron. The manager then proceeded to explain that cooking a meal takes time as we would all understand and appreciate. They then again demanded that their meals be free. to which he calmly replied "we can not do that" they then proceeded to say that they will take their business elsewhere. The manager then stated he would follow up with the food and try and get it out urgently. When he was walking away all 3 of them were still proceeding to make a scene and demand free items or compensation.

I myself am a manager of a team of 24. I would like to praise your manager's handling of these disgraceful patrons. as he tried his best to deescalate the situation and handled it calm and collectively.

Personally I would hope that these individuals do not dine in public ever again, as it was disgusting the way they were behaving and down right aggressive towards all staff. Even their lack of consideration for others...

Wow I can't believe I went back. After Covid I thought give'em another chance. It was even worse today. Pat, a new manager, ignored me until I put my hand up like in school. He had all of 4 people in the Bistro. Sprayed a table.Hardly run off his feet. He ticked me off for not knowing they only take orders from the POS. There are no directions on the menu to do this. I was escorted to a table by the guy from the neighbouring bar where I bought a glass of wine. Pat said something like we have people who come in here and read books as an excuse for not approaching me. Clearly he is inept re HOSPITALTY! Forget the new senior menu it's hospital food! Small, small portions and a glass of wine costs about the same as the meal. Do not order Chicken Maryland- its a boiled chicken leg with a few vegies. Even the people next to me said it's small. Good bye ROYAL ,whoever is running it now has lost it! Disgusting.

I have been a loyal client of the Royal, a local for 10 years. I have been "hanging out" after the lockdown to get a great steak again so I turned up last Saturday night wondering if I could get in to the Bistro after Covid !9. The large lady with the short blonde hair met me with plates in both hands and said -No we are booked out. She nodded towards the QR code posted on the door and said you needed to use that. She was abrupt and dismissive. I'm 67, a senior, a good client- this was not helpful. There was no warmth. There was no hospitality!

I get that it has been difficult but other smaller cafes and restaurants in the area know how to be hospitable. I...

A group gather regularly in and around Essendon and I was fortunate enough to be invited. This night was at The Royal Hotel which has had some incarnations over many years. We started with a few drinks in the bar that already has Christmas decorations lining the walls and hanging from the ceiling. The cocktail list was impressive and an espresso martini at $13 is a very reasonable price. After a few drinks, we made our way to our reserved table and perused the menu. It's quite extensive with something for everyone. Thursday night being $20 steak night, it's worth coming for that alone. I however, went for the lamb ragu and many others chose parmas, pork belly and gnocchi. Unfortunately, I was only able to snap one good photo of my friend's pork cutlets - the photo of my lamb ragu was blurred. The pork cutlets were nicely cooked and I had to write this down to cover off exactly what was on the plate - 250g grilled pork cutlet on a bacon, apple and cabbage craise with broccolini and cider jus - $28.50 The bar, as you would expect has wine, beer, soft drinks, cocktails and more. We ordered a couple of bottles of wine that were reasonably priced. The service was excellent and a big thank you to Nicole and Kathleen who navigated the complexity of our orders. Much appreciated. The Royal Hotel is kid friendly with highchairs available, wheelchair accessible and disabled friendly. Good parking around the area but just read the signs as it...