The Grand Hotel Kiama — Restaurant in New South Wales

The new ownership of the Grand hotel hasn't made any effort to employ staff that actually care about doing their jobs properly. I went in with a group of friends over Christmas/new years and got told if I wanted to sign up for a membership so that we could partake in the happy hour specials we would of had to wait from 5pm till the end of their dinner service to be able to fill out paperwork, which then takes at least a day to be sent somewhere...? It really takes nothing to make an online form accessible with a QR code these days, not to mention the website says the special is available to members or locals and no one bothered to check if we were locals when ordering our drinks. When I messaged them about this after the fact I got left on read, I asked them what the best avenue for submitting a complaint was and they still left me on read... Really poor form and so disappointing as I'm a local and have had many enjoyable times at the Grand under the previous owners. At this point I'd just boycott this pub - it's pretty clear the people running this place...

Rubbish experience. We were attending the Red Hot Summer music festival in Berry on Saturday 22 Feb 2024. Booked a room way back in September 2024 for Friday and Saturday nights (21 and 22 February 2025). Room was booked, confirmed and paid for in September 2024. We turned up around 6.30pm on Friday 21 Feb, after driving 3 hours from Canberra, to take up our accommodation. Only to be informed that they had had water damage in the rooms and they thought that all accommodation had been cancelled but ours "must have slipped through the cracks. sorry." They advised that the rooms were now operational but they had other bookings and ours was not one of them and all rooms were booked out. So we were left to find our own alternate accommodation for the night. No offer to help us or offer us a drink/food/anything for the obvious inconvenience. We do not recommend this hotel for...

I booked room here through booking.com, I was aware that it was a budget room, however the photos show it as being decent, the reality is otherwise, paint falling from the ceiling, the floors had not been vacuumed in some time and the shared bathroom facilities were were not even remotely clean.

I decided not to stay, explained the reason to the lady who was the duty manager at the time who assured us that she would cancel through booking.com and we would be refunded. I also put a cancellation in through booking.com, I was informed that a message would be set to the Grand Hotel, they would then be given the opportunity to provide a refund. This has not happened, I also called the hotel but was passed to a manger who would get back to me, but I have not yet been contacted.

It’s disappointing that a business “under new management” does not grasp what good...