Paper Crane by Crystalbrook — Restaurant in Queensland

Three strikes! There seems to be a standard across Crystal Brook collection of hotels of trying to redefine the hospitality industry. If this is what their definition is I want nothing to do with that as with many other people.

By choice we would not have dined here however it was for a birthday dinner.

I feel sorry for the waiters and waitresses who were scrambling. The supervisor completely out of his depth With no support network in sight.

Left waiting for 15 minutes with all staff glancing at us but no communication. When seated we had arrange for a birthday cake and candle for our guest. A drink for being taken to the wrong table and we had to continually ask for drinks throughout the course of the evening. The duck bow buns were refrigerator cold, Nasi Goring noodles were undercooked the steak was thin and chewy and slapped on the plate and the samosas were barely edible. When the slice of cake did turn up at the table it was slapped on the table without cutlery and no candle. Watching the staff continually apologise to every table all night was an embarrassment.

Having spoken with the duty manager he did explain that that was a hospitality shortage throughout Cairns however I reminded him that the Crystal Brook collection of hotels pride themselves on redefining the hospitality industry as a five star luxury destination to wish they were apologies. We acknowledge not paying for the meals that we did not eat however I strongly suggest that the owners of the Crystal Brook collection rethink the service they are not providing. We will...

Food was great, management was awful. Six of us went for dinner to enjoy a birthday only to be met with the worst service we have ever encountered. We arrived to the bar at 4pm to be told we could grab a table anywhere, a short time later we were approached by the manager who very rudely advised we had to move by 530pm. We gave the benefit of the doubt, moved on and returned for our dinner reservation. We were greeted by the manager (I use the word greeted very lightly) and shown to our table. Our white wine order was taken and received warm. We were served by a lovely waitress who clearly hadn’t had the training needed. She took our order and asked if we wanted entrees before our mains which we replied yes. Unfortunately, we received the incorrect entrees and three mains as entrees. The other three mains followed 45 minutes later along with a barramundi we didn’t order, my father said we would have the barramundi as we didn’t want it to go to waste to which the manager replied “that’s fine but you will have to pay for that” which we obviously knew.

You would think an establishment of such high standard would at the very least have professional management but we were very wrong, the manager was extremely rude to both customers and staff. I can’t imagine this will be the only negative review this evening as we witnessed an argument between the manager and another customer due to his appalling manner. Sadly due to the service we will never return and will be sure to advise our friends and family of...

We stayed at Riley A Crystalbrook collection when it open a few years back and we could not fault it in any way thus we booked to stay for ten nights this time.

Upon checking in our room was missing Toilet paper hand soap face towels the body wash was empty and the hand wash was next to empty no water in the room as stated and no robes again as listed after nine nights still no robes, glasses were full of dust no stationary, minor items but important however our MAJOR problem is the dreadful Paper Crane Restaurant unfortunately we booked to have Breakfast daily and we can not believe how bad the quality of the food is in comparison to the previous managers of the restaurant ( I believe the owners of Paper Crane stay up at night to find ways of cheapening the quality of the food so they can make a bigger profit) and it doesn’t stop there they have no idea on how to make a good mixed drinks nor how to make a good cup of coffee we made the mistake of ordering lunch one day, what can I say small portions cheap quality both meals were cold including the fish and the chips and the burger, expensive for what you get NOT worth it ( Get rid of current owners/ Managers of the Restaurant)

Riley A Crystalbrook Motel is well located with a beautiful resort it just need a little more attention to detail and again Restaurant Issues needs to...