The Beach Hotel Townsville — Restaurant in North Ward

Unfortunately I didn’t have a nice experience. As an interstate visitor it was my first time to Beach Hotel. I saw the Thursday night specials for drinks and it said happy hour schooners $7 but I got charged $10 because I didn’t order the Castle Crisp as that’s the only beer you can buy for $7 - does not say anything like that on their menu. Anyhow I ordered two soft drinks as well but there was something wrong with the mix so they couldn’t give me those so I ordered the advertised special of the frozen mango spritz but the machine was broken so couldn’t get that either. So water it was. We then ordered food, I asked for two of the barramundi with chips and salad and one schnitzel with chips and salad. The food came out and the lady said two barramundi and one bowl of fries - um no that’s not what I ordered. She said I’ll speak to the kitchen. Another lady came out and said sorry there was a mix up so and the schnitzel won’t be long. Ok no worries. But then…the Manager came over and apologised and said I’ll refund you the money for the fries which I thought was lovely but had the eftpos machine in his hand to then say can I please pay for the schnitzel. For customer service that was 👎 I had recently been with friends to a lovely cafe in Sydney and the order got mixed up and the cafe owners were so kind and did a full refund and replaced all our food at no cost, we gave them a nice tip at the end due to their wonderful customer service. Very different experience at the...

Hi Jonathan,

I was initially hesitant to provide feedback, as I believe in the adage, "If you can't say anything nice, don't say anything at all." However, since you asked, I’d like to offer some constructive observations.

The service during our visit was good. I ordered the cheesy beef burger, which was generously portioned and reminiscent of a well-known brand's cheeseburger. While it was larger, I found the quality and flavour to be not much of an improvement. Personally, I feel a burger isn’t quite complete without beetroot—it adds that unique touch that elevates it beyond what I consider a standard American-style burger.

The location itself was lovely, and we enjoyed sitting up top. Unfortunately, the rain and nighttime setting meant we couldn’t fully appreciate the view, but I imagine it’s quite stunning on a clear day.

One area where I think there’s room for improvement is the noise level. I found it challenging to have a conversation with the person sitting across from me, which slightly detracted from the overall experience. Perhaps incorporating some sound-absorbent materials, like ceiling tiles, could help create a more comfortable atmosphere for guests.

Thank you again for reaching out, and I hope this feedback is helpful. I’m sure with a few tweaks, the experience could be even more enjoyable for...

Went to have a Tuesday Half Price Steak, ordered well done but sadly it was far from that. I ate less than half of the meal and when Kayla came to clear our plates away she obviously noticed that there was quite a lot of my steak left. She asked if everything was okay and I told her it wasn't and what exactly was wrong with my meal. Kayla 100% agreed with me that my steak was nowhere near well done and immediately apologised and offered me a refund of the price of my steak!! I was truly in shock, but also amazed at Kayla's professionalism and her lovely attitude. I was feeling very disappointed and didn't think I'd return, however Kayla turned all that around in a second. I have been in hospitality for over 40+ years and I can totally appreciate how difficult it can be at times. But Kayla was (and is!) a true professional and didn't let anything faze her. If I was still in the industry, I'd offer her a job in my pub! (I'm going to include a photo of my steak, purely for illustrative purposes only.) Thank you, Kayla, and thanks for the refund!! (And Jonathan, if Kayla ISN'T one of your managers, she certainly should be!! Staff like that don't...