The Abercrombie Hotel — Restaurant in Sydney

Context: Made a reservation at "the Abercrombie" for 7pm for a small group - I was conscious the venue seems to have 3-4 different 'offerings'. Arrive, go to the bar - seemingly interrupt a few staff having a chat. Told dinner reservations are upstairs in "casa rosa", said ok, and went upstairs. Staff seem completely uninterested in engaging with customers, after trying to get attention for some time, a male staff member comes up and asks if everything is ok - explain, we go to the ipad, can't find reservation, show him confirmation "oh that's downstairs in a different venue" - explain we were sent upstairs. Sit at a table and the menu looks ok, but not really what we had in mind. I go back downstairs, and was apologised to - told to take a booth, so we do. We order drinks and food using the QR on the table Some food arrives, then a can (no glass), and a long break Some more food arrives, then a long break Ask about some missing food, told by the staff member that she would go look for it Go the the bar as it's 30 mins post ordering, had to collect the drinks as they "lost the ticket" Enquire to a different staff member about the missing food - met with a "what?!"; explain, and she says "ok" and walks off never to be seen again Original staff member from #7, another 20 mins later is asked about it - says she will check On delivering food to a nearby table, we ask; met with a "i'm the only one running food, theres been an issue with the ticket" - by this time we had finished other food (which was average for the price - $36 for some inedible fish), ask about just getting a refund for the missing food; told to go to the bar The bar had a few busy staff, we just left to not return.

Perhaps the venue needs to focus on being a pub vs trying to be 3-4 different 'offerings' - especially when food comes from the same kitchen (when it actually arrives) and invest in some hospitality training for the team, as they weren't rushed off their feet...

My friends and I were excited to check out the newly refurbished Abercrombie—because who doesn’t love a rooftop? The setting itself has potential; the awning and furniture are charming, but it’s quickly realised that no one has mapped out what it’s like to walk between tables when people are seated - there is a long high table with stools that makes you feel like you are being sat upon. The lack of air circulation was awful, and with zero breeze, investing in some fans for customer comfort seems like a no brainer that would make a world of difference.

However the service was the star of the show when listing disappointments. Despite being one of only two occupied tables, it took at least 20 minutes for anything to arrive once ordered — whilst three staff members stood around chatting behind the bar in full view of our table. Our bottle of Chandon sat sweating on the counter while two glasses were lazily polished instead. When we instead approached the bar to meet them halfway, the bartender seemed completely lost. Simple requests—like two jugs of ice for water (for me to fill myself, lest they give two thoughts to us sweltering in the heat outside) or three Tommy’s Margaritas—were met with a confused, almost shocked expression. The ‘margaritas’, priced $15ea, were laughable: I do wish I had a photo of what was a curious, unappealing warm, watery lime cordial with ice and a fresh lime.

As the sun set, the space became even more stifling, (still no air circulation whatsoever). We sat in pools of sweat whilst I had asked (a lovely food runner Davina) twice over half an hour for the awning to please be retracted—something any well-run venue should proactively manage.

I’ve been to places with young, inexperienced staff before, but this was next-level poor. The lack of care and attention to basic hospitality made for a genuinely terrible experience. I won’t be back, and I’ll be sure to steer my friends and...

My friend and I met up for a Sunday night drink- super keen to try the new venue as a) I love supporting local, but b) thought this could be my new go-to place with my girlfriends as it’s super nearby to my house. Unfortunately we had a super negative experience with staff wherein my friend was almost in tears after the interaction. As there was a Pride event on, the venue was quite busy (which was fine and we understood)- we were enjoying the music and had waited in line for a drink I’d say for around 15-20 minutes which was becoming a bit frustrating as people who had approached the bar after us, or even the venue after us were getting served before us. My friend attempted to signal the bar staff with a wave that we hadn’t been served in case perhaps they thought we were being served by another bartender etc. when this happened, a member of staff (who hadn’t been there for more than 2 minutes) told her “don’t you dare wave down my staff like that/treat them that way”- and essentially verbally scolded her for about 5 minutes across the bar. She never apologised for the wait time, or offered to serve us. We have both been in customer service and retail jobs for over 10 years so would never dream of speaking or acting abusively to staff. After this interaction we considered going upstairs but in the end we were really put off entirely spending money at this venue, it ruined the mood and pretty much our whole night. I’d be recommending elsewhere for those in the inner west looking for somewhere with happy and...