Caulfield Hotel — Restaurant in Melbourne

Pending Formal Complaint – Bullying Incident dated 1 March 2025

A formal complaint is being prepared regarding an incident of bullying on the evening of 1 March 2025 involving a non-English-speaking elderly customer at Caulfield Zagames. The venue manager engaged in the following actions:

Unjustified Removal of Reserved Sign – The venue manager removed a Reserved sign from a pokies machine less than two minutes after the elderly customer left it, contrary to venue policy.

Unfair Reallocation of the Machine – The machine was immediately given to two other regular patrons who had requested it, without any attempt to communicate with or seek consent from the elderly customer.

Unauthorised Handling of the Customer’s Money – The manager removed the elderly customer’s ticket from the machine, despite the fact that it contained money (about $17).

Unwarranted Accusations and Conflict – The manager accused the elderly customer of using another machine. While enforcing venue policies is understandable, the removal of the Reserved sign without any communication was inappropriate, particularly when a customer has put hundreds of dollars into a machine.

Physical Intimidation – When the elderly customer returned to find their reserved machine in use and attempted to move a beer from the machine, the manager pushed the elderly customer away to prevent him from moving the beer and taking his seat back, noting all the while, the customer could not understand English.

Threats and Escalation – Instead of finding a suitable resolution or apologising for the situation, the manager threatened to call the police when the elderly customer, unable to express their frustration in English, became visibly upset.

Asked to leave the Venue – The manager ordered the elderly customer to leave the premises, which he did.

NOTICE: A formal complaint will be lodged with Consumer Affairs regarding the venue...

Had a parma in the sportsbar on the weekend, and it was the most revolting dish I have ever had the displeasure of experiencing in a pub, full stop. I have wined and dined at many pubs in the area, as well as the state & country, and have never experienced such a disgusting one in my life. The parma itself was extremely tough, hard, stale & overcooked (clearly had been sitting on the pass for quite some time), and came with a few measly chips on the side which to their merit weren't the worst I've ever had, and a side of pretty average veges to follow. My mates also got food and whilst their dishes were of slightly better quality than mine, the consensus all round was quite the same.

The gaming room is of average quality to others in the area. It has a decent range of machines yet attracts quite a disgusting crowd of people in comparison to many other gaming venues in the area. There was a punch-on in the smoking room outside whilst we were there and the staff including the security personnel didn't handle it very well at all.

As for the bistro, I cannot comment on its service/food/staff etc, but the other reviewers here I am sure have covered this in length.

And finally, as for the TAB area, to their merit, it is not the worst; apart from the man continually screaming for his horse to...

Stopped coming pre covid because it was impossible to get a beer. At least a 5 min wait for a staff member at night. Nobody manning the bar.

Came in a couple of times after lockdown in November. I have to say very disappointing due to decisions from higher up.

No Marquee? Every other venue in the area was maximizing outdoor dining and here did nothing. With your huge carpark, I just don't understand, not like that was being filled.

Closing the sports bar at 6pm to 7pm, even while gaming was in operation.

No smoking in the gaming smoking area. Not sure if this has been changed but nobody wants to dine in that space. You've pushed the smokers out to the car park and they leave butts everywhere because there are no ash trays.

I will say is on my few visits over the month, the beer was cold and the staff were friendly and attentive which seems to be a much higher standard than pre covid, not that they were really pressed for work with 15 patrons.

It almost seems that you were either waiting for no restrictions or running the place into the ground. In either case very disappointing. I'm sure there were reasons but I hope some better decisions are made...