Rye Hotel — Restaurant in Melbourne

Misleading Menu & Total Rip-Off.

I had dinner at the Bistro at Rye Hotel last Saturday with a photography Meetup group (around 18 people) that I just met earlier that afternoon. I ordered Garlic Prawn from the Main dishes section of the menu. It was priced $32 (one of the most expensive dishes there apart from 2 or 3 other steak menus priced $35), so I expected the size of the prawns will be decent (and I have actually confirmed this before I paid for it over the counter, which the cashier Annie told me the prawns are going to be large in size). To my surprise when my meal came to the table, the prawns were small and there were only 7 (not 8 as advertised on the menu). I didn’t say anything at that time as I just met this group (didn’t want to make a scene in front of new acquaintances) and I was not sure as well what the standard size there. But, it became apparent when other people’s meals arrived on the table that their sizes were pretty big (despite priced cheaper than mine). I finished my meal ahead from other people Due to the size and people started to ask why the size was small and whether I ordered the entree instead of the main. I already felt bad and was a bit embarrassed from people’s comments and questions. On the way home to Melbourne (I travelled with 3 other people in the car), people again made comment about my meal, how come it was so small. When I told them I don’t understand that either since I paid $32 for it, then they thought it’s a rip off. And I absolutely agreed with them.

I then called the manager on duty straight away that night when I reached home. David, the manager on roster that night, advised me to write an email to his superior, Con. I sent Con the email on Sunday night along with the pictures of the meal and the invoice. I got a reply on Monday from Vicki, the marketing manager there who admitted their mistake and offered me a $60 venue voucher. I replied to her that I don’t want to take that offer since I won’t be back to the area anytime soon (last time I went to the peninsula was in 2012) and even if I do go back, I’m not sure I want to go there again after this unpleasant experience. Originally, in my first email I only asked Con to call me and explain this. However, since Vicki offered the voucher (which I won’t be able/willing to use), I then said to them just return my money as the amount I paid, $32 which is half of the voucher they offered me. She didn’t reply my email until I sent her another email asking why no one responded to my last email, only to be told that they can’t refund my money because it’s a company policy not to refund money unless the complaint made on the spot.

I think this does not make sense and is quite dodgy, since she has already admitted the mistake on their parts on her first reply to me. Regarding the remedy, it’s my right as a paying customer to choose the form of refund because the mistake was on their part. This is the same case if a customer buying a faulty item or not as advertised, then the seller is obliged to give them a refund. If the customer change their mind on the item, then the seller have the right to offer alternative payment, such as store credit, etc. I am pretty sure this trade law should also apply in this case as well. I may confirm this to hotel/restaurant regulators re this.

I initially didn’t want to write this review, but after the unpleasant correspondence with the management and the way they treated the already injured customer (not only from the price rip-off but also from the embarrassment I got from other people’s comments that night), I feel the urge to share this terrible experience so hopefully it won’t happen to other people.

ps: I wish I could upload the picture of the prawns, but I can’t find a way to attach picture on this review. And I wish I can opt not to give a rating but google won’t allow me to post if I don’t put at least a one...

So I took my son out for the day to the beach today. And we decided to stop in at the Rye Hotel. For lunch. I was expecting a nice time but instead was in for a shock. I will start with the two soft drinks I ordered. Not even thinking about the price of post mix soda I ordered two soft drinks. Come to my surprise when I went to pay for the drinks it shows $14.50. I asked the bartender if this was correct and she gave me that’s the price and I don’t make the prices attitude. Seeing as it was a day out with my son I bit my lip and proceeded to walk over to the main area to order my order. I was planning on having the chicken Parma( but as I have been burnt at some cheaper places in the past) I thought it prudent to ask is the Parma a real chicken Parma from the chef. The waitress who acted like this was not an acceptable question goes “of course it is real chicken” so I re worded my questions and asked is it a hand crumbed Parma or a frozen one. “As with disgust she replies no it is a frozen Parma”. I said ok i will instead look at the $30 brisket burger. Does that come with chips? No it comes with onion rings. Ok can I replace the onion rings with chips. Her response was No. So now I am thinking I am not going to spend $30 on a burger and onion rings I don’t like plus another $7 for chips. So I said you know what just give me a kids fish and chips and an adults fish and chips. Well the food came to our table and at first glance looked nice. That is until I tried the fish. It was not only watery flavourless fish but it was bathed in oil and the oil was literally all over the plate. I felt sick just trying to eat the fish and put it down and took some picture. See pictures. So I spent $55 for two large chips and two soft drinks. Today. Absolutely disgraceful Rye Hotel. Could...

Booked a King Deluxe Suite and called the property to ensure it is at ground level with a walk in shower, instead of a spa bath due to a disability and a kid. All was confirmed along with late check out at 11 am.

We arrive at the property and low and behold, the room allocated was an upstair room, and was told there are no notes there on the booking and we cannot be allocated a room downstairs.

The receptionist said she might know who we spoke to, but unfortunately they are no longer attached to the hotel. How convenient. More over, we were told there is an issue they are having with bookings with booking.com.

The worst part was she was now trying to put us up in a tiny cooped up room above the reception/pub, which was across the main hotel and smaller, saying there was an elevator, which I refused.

Ended up staying in the room originally allocated upstairs, with unwashed sticky cutlery, because I could manage the stairs on the day and didn't want to ruin the much awaited holiday after the long lock down.

The situation was handled poorly and the receptionist never once was empathetic or apologetic about the mistake occured from their side and just kept blaming the lack of notes. Unprofessional, rude and sneaky! Didn't even bother to ask about the late check out, coz we were sure there would be no notes.

Tip: Get any special requests via email so you have it in writing, coz they are going to blatantly deny every word confirmed over the phone

Other than that, bed was comfortable and the location is just across the pier and beach and central to...