Club Burwood RSL — Restaurant in Sydney

If i could give zero stars i would. Being a regular attendee and player (platinum member) this is a club where you invest thousands and thousands of dollars to get back a small fraction (return to player - RTP ratio - which i do not believe this club adheres to). But aside from this, even being a platinum member, you get charged for bottled drinks when you're investing thousands of dollars.

Additionally, I wanted to make particular positive mention and give praise to Jimmy, the Club Manager - who has always been the most helpful, supportive, professional individual, with excellent customer service and respect for the club's patrons, together with Les the security guard who is outstanding in his assistance and professionalism. Both are deserving of high praise and my gratitude. Unfortunately though, this praise does not extend to some of the other employees including the so-called HR Manager (who's name i will refrain from mentioning but who was working at the club on the evening of 19 July) who rudely made it blatantly and unfairly clear (in front of other patrons) that even as a platinum member, I had to pay for drinks, despite being a regular who has put significant amounts of money into the club, and I'm here having to argue about a bottle of sparkling water? This is beyond ridiculous, and sadly, when even the HR Manager is displaying such levels of rudeness, abruptness, lack of professionalism and wants to showcase the 'power' of the position she holds, what more can anyone expect from other employess at the Club. This shows a complete lack of customer care and appreciation for long-term, loyal patrons who keep the club running. I myself hold a professional position and im sorry to say, this is unacceptable. To say I'm disgusted is an understatement. As such, upon leaving the club recently, I handed my membership card to Les the security guard and told him to bin it, because unfortunately this is a club which doesn't deserve loyal, paying members. And for anyone considering attending the club, my recommendation is to not go past the bistro.

And finally, whichever allocated Burwood representative is intending to respond to this review, I ask that you please save your time and refrain from sending a response which suggests me considering utilising the support of Gamble Aware or any other similar support service - feel free to send that to other gamblers who may genuinely require that support. In writing this review, i have largely enjoyed my time and experience at Burwood and this latest experience is a true pity and very unfortunate that it even occurred, however I am fulfilling my duty of care to other patrons who may unknowingly experience this type of treatment themselves in...

Upon entry to the club with my aunt, I was initially told by a staff member named Arthur to have my aunt's beanie removed as a part of the entry rules. After much explaining and seeing if there was an exemption for her to keep it on (she recently lost all her hair in chemotherapy), he proceeded to ask to if we had a medical certificate or a doctor's letter to prove her medical condition. Furthermore, when I mentioned that I was going to leave after dropping my aunt off, he sternly told me that it was not possible leave her at the club by herself due to regulations of the club. I explained that she was capable and well enough to be there on her own and that there was never an issue for her to go to the club until that point. I found his approach and attitude highly insensitive and rude. I have never had an issue with any of the staff here before as they have been wonderful everytime we've been so this was a very disheartening and extremely disappointing experience. When I calmly told him that I was upset over the way he dealt with us, he was dismissive in his manner and completely disregarded us. This incident has since been brought to the manager's attention so we can only hope that this particular staff member in the future can treat all club patrons with much deserved respect...

Our experience at Club Burwood RSL was nothing short of infuriating. From the moment we walked in, we were met with disrespectful and unprofessional behavior from two bearded staff members. One of them aggressively pressured my friend into signing up for a membership just because she had visited multiple times — a tactic that felt coercive and completely unnecessary.

Later, since we weren’t allowed to bring in food, we asked security if we could leave our sealed, store-bought snacks at the front desk. He agreed — but failed to mention that they would be thrown away if not picked up. When we returned less than 9 hours later, the snacks were gone. Shockingly, the staff member who dismissed us and refused to help was the same one who had forced the membership the night before. He showed zero empathy or accountability, despite knowing the full context.

There was absolutely no reason to discard our food — it was sealed, posed no issue, and was left with permission. What we experienced was poor communication, disrespect, and a complete lack of basic customer service. This was one of the worst experiences we’ve had at any club, and we will...