Terrey Hills Tavern — Restaurant in Sydney

As a customer who has been going to the tavern for years, I unfortunately will not be returning nor will I be recommending the tavern to anyone. On this particular night,I forgot my identification at home, which didn't matter as I didn't buy or intend to buy alcohol. I am 28 years of age and although I look younger than my years, it's clearly obvious that I am well over the age of 18. Born and raised in Australia, I am well informed about the legalities in regards to alcohol.

I went over to the bar to purchase a soft drink (as soft drinks are purchased at the alcohol bar. Before I even had a chance to order my drink, I was approached by security who interrogated me and demanded to see my ID, this is before placing an order for my soft drink. Asking me for Identification before even speaking to the bartender and advising them of my choice of drink, I find is pathetic and unnecessary. Why am I being asked for identification and having an unprofessional security guard assume that I will be purchasing alcohol when they have no knowledge of the type of drink that I am going to order?

I advised him I had left my id at home, although being over 18. I also tried to explain that I am not purchasing alcohol but purchasing a soft drink. The security guard then rudely informed me that I can't purchase alcohol and that I can't drink alcohol. I also informed him that I came to the bar to buy a soft drink even though he continued to argue with me. I told him I'm aware of the laws as I'm an Australian citizen. I then revisited the bar with an older companion and was harassed again to show identification to the security, even though they were full aware that I didn't have identification on me. I explained that my friend was buying a drink and having me present identification when I don't have identification is illogical and irrelevant. If I had known they would have caused such a scene I wouldn’t have revisited the bar.

I then went outside and sat down with my friends. I was then, yet again, interrogated and intimidated by not one, but two security guards who furiously approached me and accused me of drinking wine because the glass was simply closer to me on the table than it was to my friend, who was drinking the beverage the entire time). I was then threatened and was told I would be removed from the premises if they saw me drinking wine. I was absolutely appalled by the approach your security guards took in this matter and how they handled this situation. I found it extremely unprofessional, rude and interrogative. Throughout my dinner, I was being watched constantly by all 3 security guards who were walking up and down the entire time to 'watch' if I would be drinking wine. As you can imagine, I was unable to consume my meal as I felt uncomfortable and at unease throughout my whole dinner.

For future reference and as genuine feedback from a customer, it's crucial that your security personnel aim to approach and handle situations professionally, calmly and with respect. In this particular case, none of this was necessary as I didn't actually do anything that was wrong. I was harassed the whole night, I was feeling tense and I felt like I was being picked on and felt as a target point.

It's important that you are aware of what happened tonight and that your security personnel thoroughly understands that how they approached and handled the situation was disgusting, pathetic, aggressive, rude and unnecessary. In the future, they should learn how to approach situations properly and when actually necessary to avoid the same problem occurring again.

I will not be returning back to terry hills tavern. Although I can thank the manager for his effort tonight and handling my complaint professionally and politely. Despite the harassment I experienced tonight, the security guards need education and training on how to use the correct tactics when dealing with people and need to comprehend if what they are saying and acting out...

5 STARS FOR STAFF – 1 STAR FOR MANAGER

We had been thoroughly enjoying our visit — great food, a relaxed setting, and most of all, the welcoming staff who made us feel right at home.

These days, top quality establishments train and encourage staff to engage with patrons and create a friendly, inclusive vibe.

That’s why we were genuinely surprised when the duty manager (Al, I believe we were told) came over and reprimanded one of the staff while they were clearing and cleaning our table and having a brief, friendly 30 second chat with us.

From our perspective, the staff member was doing an excellent job — working their job efficiently while also making us feel welcome. Forget Michelin stars — this staff legend deserves their own constellation in the Service Galaxy.

The manager’s public approach felt unnecessarily harsh and uncomfortable for everyone at our table. When I asked the manager, in defence of the staff member “Aren’t I allowed to speak with the staff?” he replied an abrupt, “No.” We found his attitude quite unsettling, counter-intuitive and disappointingly bad leadership — not only as paying customers but as people who value connection and respectful communication.

Wouldn’t be surprised if rumour has it this manager once tried to shush a 5-year-olds birthday party.

In our view, this interaction didn’t reflect the kind of leadership that supports a positive, customer-focused team and environment. The manager seemed to think customer service is best observed from a distance — preferably in silence. He may have graduated from the School of Hospitality with a major in “Order and Control” and a minor in “Warmth and Communication” and might be better suited to career change as a school librarian.

The poor unappreciated staff member handled the situation with grace and professionalism and is clearly an asset to the Terrey Hills Tavern, or any lucky future organisation they decide to work for. Thanks to “Al”, you could almost hear the staff morale gently packing its bags.

We checked in with the shaken staff member before we let to make sure they were OK and reassure them that we all thought they were doing a great job!

If the staff member is ever looking for a new gig, we’d hire them faster than you can say “table for two.” They clearly know how to handle both a full section and the full spectrum of workplace personalities.

We hope management reconsiders how they support and positively empower their team, especially those going above and beyond the call of duty with valued customers.

Honestly, it’s a shame the only sour note in our experience at the Terrey Hills Tavern was the bloke confusing managing with micromanaging.

Next time, let’s make sure the only thing getting grilled is the steak, not the staff.

STAFF 5 STARS • If good vibes were a cocktail, this staff member served it shaken, stirred, and with a slice of genuine care. • Someone should give this person a raise, a medal, and maybe noise cancelling headphones to drown out 1900’s old school management. • They didn’t just serve food and work the tables— they served a lesson in how hospitality should feel. • A true professional who handled the night with grace — even when the vibe felt more “old school bootcamp” than tavern.

MANAGER – 1...

Yeah, only just OK. Terrey Hills Tavern only just scrapes in as OK. I was there on Saturday 29th June 2019. Mainly for my friend's Birthday celebration. We both ordered the Flathead Fillets. I had mine with chips and salad. My 4 tiny battered fish pieces (Flathead? Who knows?) were overcooked, dry and not very tasty at all. The chips were also overcooked. The salad was probably presented better than I expected. Interestingly placed in about 4 Cos lettuce leaves, there were some cubed tomato chunks, cubed cucumber chunks and a few wispy pieces of Spanish onion. I finally found some dressing at the bottom, although a bit too late. So the salad was quite nice. But as a whole meal, poor value for $20. I may try again and go back for another lunch in the next couple of months. Even a month ago, the time before, my friend Sue threw up after eating the soft tacos, fish flavour. Plus they only served 2 instead of 3 each. It was a total stuff up, maybe because they got cold while we sorted it out and that's what caused her to get sick after she ate her tacos? Who knows? But both kitchens and staff need to improve. Please replace that decaying yukky "cobweb" style panel where people queue to wait to order. It is disgusting and ugly to leave it that way. It brings down the image and standard of the hotel. And where were the cakes and desserts yesterday? There was nothing in the display case to...