Vapiano Bourke Street Mall — Restaurant in Melbourne

I visited this restaurant with two friends to celebrate a birthday, and while we were hoping for a warm and enjoyable experience, it sadly didn’t meet our expectations.

From the moment we arrived, we were asked to order through a QR code. While that’s fine in fast-paced or busy settings, this was a calm day—the place was almost empty—and we were hoping for more personal, welcoming service, especially since we were there for a special occasion. It felt impersonal, like something you’d do at home with delivery, not at a restaurant meant for dining in.

We had a special dietary request because one of us is lactose intolerant. When we asked if the pizza could be adapted, the staff member who first attended us wasn’t sure. She had to check with someone else, and it took quite a while. In the end, the pizza was prepared correctly (half Margherita, half lactose-free), which we appreciated—but the process was slow and uncertain.

We also ordered three mocktails, but after placing our food order, we had to call the waitress multiple times to ask for drinks. She passed by several times without checking on us, even though there were only a few other customers in the restaurant. It really made us feel overlooked.

The only positive moment came at the end. A Latina staff member (we’re unsure if her name was Camila or Alejandra) was at the register when we went to pay. She was warm, friendly, and genuinely welcoming. She asked how we were, if we needed anything else, and gave us the kind of attention we would have appreciated during the rest of the visit. Had that level of service been present earlier, we likely would have stayed longer and enjoyed the experience much more.

🔸 In summary: The food was fine, and the dietary request was honored, but the lack of attentiveness—especially in a nearly empty restaurant—made the visit disappointing, particularly given it was for a birthday. With better staff training and more focus on hospitality, this place could truly offer a...

It was initially a great experience until the appearance of a staff.

The restaurant seems high-end and we were given menus upon our entry. We thus reasonably think the restaurant receives their orders via communicating with the staff. It was a shock when I called one of the waitresses to ask whether we could order. She responded in such a horrible attitude "we do not usually take orders but I will do it for you this time at the counter". Sorry if I am not educated enough but it might appear to be the main job for a waitress working in a restaurant. I hope I am right, I will google it later.

Anyways, later, right in the middle of our meal, the same waitress came in the same attitude said "you will have to leave in 5 mins and the building will be locked" which is a pathetic lie because all the staff, as we can see, at the time were all busy doing their work and the kitchen had just finished the cooking of last few dishes. From my experience, at least one to one and half hours will be spent cleaning before the restaurant closes fully and is locked. Rushing customers in the middle of the meal, into the cold wind outside, caused by this, me and my partner suffered from strong stomach pain on the way home.

Which makes me wonder, how come at such a great place with such a nice environment and food, the great efforts of a service team are allowed to be ruined by a single member? Should not this member cherish his teammate's hard work and play a useful role towards delivering customers positive experience? The owner should constantly evaluate single staff performance to achieve the true potential of...

May 2025. Three of us dined for a combined birthday lunch for my daughter and I. The staff were attentive and patient while we reviewed the menus, finally settling on the Gnocchi Creamy Garlic Gamberi (delicious creamy garlic and lemon sauce with succulent prawns and pillowy gnocchi), Salsiccia Rosa (Italian pork & fennel sausage combined with bacon & onions in a blended cream & tomato sauce, topped with rocket and parmesan) with fusilli pasta and Burrata & Prosciutto Pizza which we asked to have truffle oil drizzled over. EVERYTHING was amazing. We couldn't pick a favourite. We ordered a Frozen Mango Daiquiri, a Southside cocktail and a large pour of the Innocent Bystander Pinot Noir. Again all the drinks were amazing. We HAD to (it was decided before lunch) have dessert, even though we weren't hungry and wow it was so worth it. We ordered the Tiramisu and Panna Cotta. OMG, leave room for dessert. These were so delicious and generous serves. We didn't note that part of the description of the Panna Cotta said 'perfect for sharing'. We rolled out of the venue after a lovely two hours. My first time here, and we'll be coming back. This is one of the best dining experiences we've had. I don't order pasta when I go out as I'm generally disappointed. Vapiano's exceeded all my expectations. I asked for our compliments to be passed on to the chef. Thank you for making this year's birthday celebrations one we'll remember for a...