The Sugar Gum Hotel — Restaurant in Melbourne

We came for our Anniversary tonight and we were bitterly dissapointed with the night. We have been here two times previously and were quite happy with everything but tonight was different and spoilt our night. I booked online only 2 days prior and we arrived 5 mins early and the guy at front couldn’t find my name on the list for 4 people and he says don’t worry we can sort out a table. He shouldn't have have to if we had our booking. It was a very busy night with lots of people I understand it would of been difficult for staff to keep up with. We made our order and our childrens meals were quite quick but no garlic bread and asked for it to be entree. Saw plenty of other entrees come out but ours. I had to stop a staff member and she went to ask another 10 mins went by and finally came with my husbands main meal but I was then stuck without my main meal and he started to eat as it would of got cold. I am still waiting not able to track anyone down to find out whats happening not one staff member that were there and plenty coming in and out of the kitchen came to check if everything was ok with our night or our meals. Finally after another 10 mins my meal came but my husband was almost finished. My parmigiana was placed on the table like a dog being served its bowl just slapped in front of me the lady looked so enthusiastic and grumpy didn’t apologize for the late meal. My parma was sloppy and thin and wasn’t even the correct one it tasted like bbq sauce and I hate bbq sauce. so was left to eat chips I couldn’t be bothered to ask for another one because the wait would of been so long again. So that really annoyed us. My husband said his fish meal was pretty average as well. barely a dollop of dressing on salad too couple of little dots like they ran out couldn’t spare it. Not one and I mean not one staff member came to ask if everything was ok with our meals it was very loud basically had to yell with so many people talking. We were so disappointed with everything the food and the staff we are considering not returning in future it really put us off when the last two times were really good maybe it was we came during the day this was first we came at night. 1 star review unfortunately. Thanks for ruining our...

Put in an online order from their web site at 5:50pm on Saturday, noting that expected delivery was to be at approximately 6:45pm. Around that time I kept getting multiple texts for the next hour from Deliveroo stating they were "on their way for pickup" and the status changed from "picking up" then cancelled and back to "on their way for pickup". Finally @ 7:20pm I had a driver arrive with the wrong order (three small slices of cake). After 3 attempts to call them I finally got through to someone who tried to shrug me off - essentially telling me and I will quote - "this isn't our problem, you need to call Deliveroo". Like WTH??? I had to explain mutliple times that I didn't order through Deliveroo but directly from their web site - Deliveroo was the default delivery service it had selected.

After significant debate and no explanation as to what went wrong, my order was put through again and I was asked to come pick it up myself. On arrival I received an apology and was asked to wait 5 mins for my meal. 15 mins later standing in the Foyer I had to pull someone up and go through the entire process of explaining the events of the night. Shortly after I finally received my meal (almost 2 & 1/2 hrs after the initial order was placed). No refund was offered for the delivery fee.

If it were not for the decent quality of the meal, I would give 1 star. I however won't be ever ordering take-away again from this place after this...

I am a regular customer of this hotel and have a lunch meal once a week. Up to a couple of weeks ago, the food had been great...my allergies to garlic, onion and mushroom had been addressed after I ordered by meal. Lately mistakes have been made, and I've had to return the meal for a replacement. Today I had my lunch and told the lady server of my allergies and made sure she keyed them in. The cook unfortunately put in the mushroom ( when upsets my stomach big time) in my meal inspite of the server keying in "no mushroom". I had to tell the server who returned the meal for a replacement without mushroom. It was taking a long time so I went to the counter and saw the very overweight cook running around and I tried to tell him of my allergy to

mushroom...He rudely waved me aside and I didn't have a chance to say anything...He just wasn't interested...The second meal arrived without the mushroom, but he forgot to put in the chicken, which I paid for, since it was a chicken risotto ..without mushroom, garlic and onion, the 3 ingredients I'm allergic. I told the server about not receiving the chicken, which I ordered and she apologised again.. I was feeling rather hungry so I ate it and didn't send the meal back again. I feel the owner should know about that cook who did not concentrate on what he was cooking...and his manner and attitude could have been much...