Kuranda Hotel — Restaurant in Queensland

I was treated to the absolute WORST service I have ever received from any venue in my life at this place today.

It started when we entered, and moved a child's high chair into a "walkway", to which we received the most impolite response from the waitress about how it would impact her job to have it there, even though there was ample space to walk-around the table the other way. We moved the chair to a less convenient position for us, and went to the bar to order our meals and was served by a bartender - who was very rushed in taking the order - so we confirmed the order twice and even asked him to confirm there was 7 meals ordered, to which he confirmed. After waiting for 1 FULL HOUR for the food, and seeing two tables who ordered after us served, we asked a waitress to look into it - shortly after food arrived at the table - within a few minutes 6 meals had been delivered - after another 5 or so minutes we inquired about the last meal - and was greeted again with a rude response from the same waitress - to which she went to the kitchen retrieved an order slip and said "there's only 6 on the ticket, if you want something else you will need to go to the bar and order it" - at which point I asked to speak with the duty manager. I waited another 5 minutes, and asked again to speak with the duty manager, nobody showed. After yet another 5 minutes, on my third request to have the duty manager come and speak with us, she replied with the worst response I have ever heard in the service industry, "I've asked, he's busy, you have a mouth too, so go ask at the bar for him yourself".

I did go to the bar - and it turned out it was the Manager himself who took the order - and admitted that he did get the order wrong because he remembered reading out the 7 meals - and used an excuse that the bar was too busy for him to come talkto us,claiming the waitress was instructed to have the Kitchen make the meal up immediately - but it was never done. In my opinion he is a gutless, weak individual who didn't even have the decency to come a speak with us at the table - and instead hid out in the room hoping we would not come and find him. He offered his apology (too little too late) but for the cowardly way in which he approached the problem it - just excuses.

His extremely unprofessional manner in which he dealt with his own mistake and the rudeness of his staff was the worst I have ever come across - and I will be passing on my experience to warn others that this is not typical of the local establishments in the area - but this venue is one...

We visited this restaurant and bar recently and had quite a mixed experience. On the positive side, the atmosphere was good, and we were very well looked after by one of the young guys working behind the bar – he had a short haircut and provided excellent service. He was friendly, polite, and made sure our drinks were served quickly and exactly how we asked for them. Because of him, we felt welcome and relaxed, and we ended up spending over $100 just on drinks.

Unfortunately, our experience was let down badly by another staff member. A lady with boy cut hair and highlight on hair came up to our table when my child had some chips from outside, and instead of addressing it in a professional and respectful way, she was incredibly rude. The way she spoke to us was unnecessarily harsh and unwelcoming, especially considering the amount we were already spending there. We understand that venues have their policies, but there is a way to communicate rules without making customers feel insulted or disrespected.

This one staff member’s attitude left a really sour taste after what was otherwise a nice evening. We’ve been to many bars and restaurants, and this was by far the rudest service we have experienced from a single staff member. It’s disappointing because the rest of the team, particularly the young guy who served us, did such a great job.

We truly hope management takes this feedback seriously, because the venue itself and some of the staff are fantastic, but one rude encounter can completely ruin the experience for...

What an absolute dump. This establishment was a complete disappointment from the moment we walked in. The toilets were beyond disgusting—filthy, poorly maintained, and clearly not cleaned regularly. It's hard to believe that a venue catering to the public could allow such basic facilities to fall into such disrepair. The overall state of the building and its fixtures was no better. Everything looked dilapidated, tired, and neglected, giving the impression that no one cares about the place at all.

We only stopped by for a quick drink, but even that was a frustrating experience. The service was painfully slow and apathetic. It’s clear that the staff are mostly working visa holders, and while there’s nothing inherently wrong with that, it felt like the attitude here was more aligned with being on holiday than actually delivering a decent service experience. There was no sense of urgency, no professionalism, and certainly no pride in their work.

Frankly, I’m relieved we didn’t order any food. If the visible parts of the venue are this unhygienic and poorly maintained, I shudder to think what the kitchen must look like. My stomach feels more at ease knowing we avoided eating here. Like much of the town, this place seems to survive solely on the passing tourist trade rather than repeat business. That might be the secret to staying afloat in this area—no need for standards when you don’t expect...