Kelso Hotel — Restaurant in New South Wales

I’m not usually one to post reviews, but I think I can speak on behalf of many locals here. I’m really disappointed with some of the new staff who’ve recently come on board at The Kelso. Tonight, I personally witnessed a staff member (young female in mid 20s) speaking down to a customer and trying to play it off as a joke. What made it worse was that they also seemed to undermine another staff member — I believe his name was Steve — who from what I’ve seen, actually treats customers with respect and keeps the place running smoothly.

Locals had high hopes that this pub would turn around when the new licensees took over. For a little while, things were looking up — the service felt more welcoming and the atmosphere started to feel positive again. But over the past few weeks, it’s sadly started slipping back into old habits. The vibe just isn’t the same, and it’s really disappointing to see that effort and trust from the community go to waste.

The Kelso has always had the potential to be a great local spot where everyone feels comfortable to come for a meal or a drink without drama or attitude. Hopefully management takes notice and makes some changes before more regulars start walking away again.

Reply to Terry comment to this post

Hi Terry,

Thank you for your response. I’m glad to hear your own experiences have been positive, and I disagree that the food and presentation have improved. As for the bar staff seems like they have let the good OG go and bought trash over from The Family.

However, my review was based on a specific interaction I personally witnessed, and I felt it was important to bring attention to the way a customer and another staff member were spoken to. It wasn’t written to discredit anyone, but to share an honest experience that I believe reflects an issue worth addressing.

I appreciate your suggestion to speak directly with Michael — I may consider doing that. But as a customer, I also believe sharing feedback publicly helps highlight both the positives and areas that may need improvement. I may add that Stuff putting their feedback and/or rating on their work place is not honest feedback.

Hope management didn't put drinks on the house for you to write this reply.

Kind...

Price jack in check-in and dishonored with phone booking. Double confirm the booking in this place to avoid surprise. It was a dramatic experience and a very difficult time at 8:30pm on 20th April 2025 in the busy Easter season that result risky long night drive to find alternative accommodation. Was booked a Quadruple Room (4 sleepers) for 3 adults that was quoted $175 in their official booking website and also confirmed with stuff on the phone on the same day. Card details were given and ETA was advised. However, when check-in at 8:00pm after a long drive, no welcoming faces and instead the staff told the price was wrong and needed a review. After long waiting for the bar staff served another 3 wine/food purchasing customers that after me and finally went back and advised a price jack of 34% more to $235 and told the rate is non-negotiable. When I addressed the discrepancy in the website, the staff refused to explain and advised this jacked price is the final rate if I want to stay for the night. We declined this unfair practise and the long waiting, difficult conversation and uncomfortable service for the check-in process were not acceptable at all. Attached photo for the room price of 3 adults from their official booking website before price jack at the same time of check-in for reference. Not sure about the room quality, so give a 2 stars, and it could be better or worse. Given the experience tonight, it is hard to...

In reply to “ Jay “ Obviously you are an educated person to put together such a well scribed letter of your negative experience between a staff member (E) and a customer (K). Yesterday and the fact that there was only a few locals there at the time, I think I know your real identity. Anyway I refute the entire premise of your post. Since the new Management has taken over, the staff, management and face to face customer experience has improved out of site. With Raymond the new Chef and his team Joined the food, presentation and quality has improved a 100 fold. Whilst I am a 7 day a week lunch time customer, I have learnt a lot about people over my 74 years. I can only suggest to you “Jay” that you take your observations to Michael ( the licensee) face to face and I am sure he would address your concerns or take the necessary action if warranted. Terry Gail. (I am sure...