The Stolberg Hotel — Restaurant in Melbourne

If I could give this place a BIG FAT 0 I WOULD!

Tonight was an absolute disaster at The Stolberg. I came here to celebrate a friend's birthday, hoping for a pleasant evening, but what we got was nothing short of appalling.

Let's start with the service. From the moment we approached the bar, it was clear something was amiss. My friend ordered two non-alcoholic soft drinks (pretty simple, right?) and despite her order, the bartender managed to mess it up - which wasn’t a big deal, until… When she kindly pointer out the mistake, the bartender rolled her eyes in such a dramatic and unnecessary manner that it was almost comical.

But wait, it gets better (or worse). Two more of my friends went up to order, merely asking to check the menu again, and guess what? Same bartender, same eye-roll treatment. Are eye-rolls part of the job description here?

Now onto the food. We waited a mind-numbing 55 minutes for two pizzas - and let’s not forget about a solid 45-50 minute wait on 3 other orders too. When we tried to follow up after 45 minutes, we were met with a dismissive "just wait" response. No apology, no explanation, just sheer indifference.

The same waitress who rolled her eyes earlier graced us with her presence again when our gas heater wasn't working. When one of my friends suggested checking the gas tank, her eye-roll game reached new heights. Instead of resolving the issue professionally, she decided to call for help and then casually pulled out her vape and started puffing away. How's that for customer service?

When our cold pizzas finally arrived, I kindly reminded the new waitress that we were still waiting on wedges. Her snarky response? "Yeah, I've only got 2 hands." Excuse me? Is this the best you can do?

Seriously, does The Stolberg Pub hire their staff off the street? The level of incompetence and disrespect we experienced tonight was beyond belief. I paid $60 for cold food, atrocious service, and a vape show. Bravo.

I strongly urge management to rethink their hiring practices and perhaps invest in some basic customer service training. Until then, I'll be taking my business - and my friends' birthdays - elsewhere. This was an absolute disgrace.

Feel free to contact me to discuss...

Whilst the waitress was fantastic, the steak came out rare, when I had ordered well done. When I sent it back it, it came back BURNT and still rare in the middle!! When we complained to the manager, he was unprofessional and rude in response and had to ask what we wanted done!! He actually said, 'What do you want now?!' I'm sorry, no, you're the manager you should offer a refund, a new meal and an apology, or a combination thereof. I, as the customer, should not be the one who has to suggest a solution! In fact, after complaining to the manager, his response was, 'Well, what do you want me to do?' He spoke rudely and with a bad, very unprofessional attitude! We said we want our money back then. And when we were given our money back, the manager just shoved in our hands, with no comment or apology! We have been frequenting this establishment for eleven years, and have always found the quality of the food and the customer service to be fantastic. Yet, our last few visits this summer have left us extremely disappointed!! The service by management has become rude, unprofessional and uncaring, and the quality of the food has suffered. The Stolberg used to be extremely generous with their portions of hot chips, yet now, you are lucky if there are ten to twelve hot chips on your plate. And that is on top of the fact they cannot seem to cook your steak they way you have requested. All in all, either the Stolberg has employed substandard chefs recently, who clearly need to be fired as they are most imcompetent, and/or management has lost its idea of what is required regarding good customer service and good chefs who can ensure a product is consistent and good, what the customer is paying for! Our experience tonight was the last of several bad experiences this summer at the Stolberg! Both the chefs and manager need replacing! This is poor, unacceptable, unprofessional, and pathetic to say the least!! If the Stolberg is serious about ensuring quality of food and repeat customer loyalty, then it must take this complaint...

We had a booking for 1.45pm on Sunday 18th September. We arrived a little early and placed our food order sometime between 1.30 and 1.40. Stood at the bar I acknowledged for a few minutes whilst a couple of staff members saw us waiting, but that didn’t prompt anyone to attend to us. When I peaked around the corner to see if there was anyone behind the bar on the poolroom side, there were half a dozen staff standing in a group chatting. When the noticed me peeking around with a menu in hand, finally someone came to take our order. We then waited week over an hour for our lunch to arrive. Questioned the wait a couple of times but this didn’t seem to speed things up. The excuse was that you had a large function in progress. Whilst I appreciate that this adds to pressures on staff but quite frankly that’s not our problem. Perhaps you could have warned us about the excessive delay we should expect for the arrival of our food when we ordered. Were it not for Suzanna, who was profusely apologetic and offered drinks and dessert on the house, our experience would have been remembered as much worse. However, sadly this was our first time dining at the Stolberg and it will be our last. I would like to say however, that despite our experience, your staff were very friendly, and Suzanna is an absolute asset to...