Mattara Hotel — Restaurant in Newcastle-Maitland

I’ve been visiting this pub for aprox 10 years now seen many changes in staff/ management ect.

I’ve observed a trend / culture of staff taking ownership and disrespecting customers for their own ego. Over the last 12 months in particular I’ve seen this become more and more prominent. Not sure if management change or just lazyness/… nobody checking on these people put in management position's that seem to be feeling a little to untouchable In my opinion, this venue is no longer a comfortable environment for most customers instead it’s become a place for staff to enjoy a pay check whilst disregarding rules and customers alike . I intend to continually maintain the ideology that this is a place for the people / community to enjoy and not a place for egos to run rampant. I’ll do my best to continue monitoring this situation, Along with communicating with ALH group I hope to see this venue becoming a place to enjoy for all once again.

( tonight my experience consisted of poor staff attitude followed by a assistant manager I believe he chanted his title was to me, Whilst disregarding diplomatic questions eg.and I quote. 1.Am I kicked out do you want me to leave? … after not answering and instead staying mute with blank face or answering with random questions of intent to accuse me of abuse based on the fact I’m clearly out numbered in opinion and hierarchy whilst in the venue. Allows me to walk towards different area at which time decides to rush out and intercept me in an aggressive manner. Using his hand in my face and not responding to any diplomatic questions such as Can I get my bike ? Will you get it ? Ect . Instead just chanting in my face until he was able to calm himself enough to release what I’m saying … "ok I’m leaving I need to get bike then go" … possibly out of embarrassment he then felt the need to yell and berate me whilst I did retrieve my bike and leave in front of people in my community I’ve received and made calls in regards)

• update* Since posting this review I have received calls from mattara directly (assistant manager) further fabricating accusations and also threats. On top of this also recieving calls from unknown numbers some incoherent however last call made it clear that someone is not happy about me giving honest review . This behaviour is beyond appalling from a venue of such nature.

Stay strong...

We held our cocktail style wedding reception here. The function packages and inclusions are very reasonably priced and good value. The planning process was easy and communication was good.

On the day of our function, we had people arrive to setup our decorations and put together the final touches, only to be faced with a function room which had not been cleaned from the night before and the room not setup at all (tables, linen etc) as we had been promised in our consultation. Instead of setting up our decorations, time was spend rushing to clean up after previous guests and no assistance was provided by staff.

The bathrooms also had not been cleaned with male guests opting to use the bathrooms downstairs instead of the function ones due to the state of them.

As our function commenced I queried the inclusions of our drink package only to be told we did not have one. We had paid for one but the information had not been relayed to the staff member assigned.

The food platter ordered were good and guests complimented the food. However the gluten free platters we ordered had not been noted on the run sheet and were not provided (normal instead). The kitchen staff scrambled to provide some GF food for our guests, which was appreciated but should not have been necessary.

The function was understaffed and we had one fantastic staff member who worked the whole function pretty much by herself, serving drinks to 90 guests as well as collecting glasses and liaising with the kitchen to coordinate everything.

If it were not for the fantastic staff member we had working the function this would be a 1 star review. She went above and beyond to try and resolve the issues we experienced.

And before I am told to email the manager to discuss, this was already done a few weeks ago with...

I have had a few one night stays in Charles town, Newcastle this last year. Tonight I visited Mattara hotel for an early dinner. A great location with view across the tropical hills, floors on varied levels. Plenty of car parks, staff were exceptional with customer service. I grabbed a large glass of Giesen Sav Blanc $12 & had a wonder. Dinner meals started from 5pm, bistro bar still open to purchase drinks with ample room to relax. Front bar had rows & rows of table & chairs. I think the out lay could be a little less uniform. Amazing TAB screen with all your sports & many of them. Attentive staff great service. Gaming room too but did not venture in there tonight. I was welcomed to plugging in & charging my phone while waiting for my dinner. Meal amendments were met with a no fuss attitude. I ordered the Salmon & asked for Salad & a bowl of mash potato as it is a seperate side. This was not an issue at all. Potato was to die for!! 🤤 salmon over cooked but I won’t mind well done salmon. Great dinner & service, I shall be back again for my next visit in March. If you have kids you are headed to the right place, a cool mini open basement area with play equipment & a heap of mechanical games are there for amusement. I almost forgot they do the table dial ordering that I am now quite accustomed to in my visits to all states. I will Come back again i I highly recommend if you like to punt, celebrate, family dinner, girls night out, kids need...