Tradies Gymea — Restaurant in Sydney

Having enjoyed many wonderful experiences at Gymea Tradies Club and consistently receiving exceptional customer service from the staff, I was truly shocked and disappointed by the treatment my 90-year-old mother, cousin (71), and sister-in-law (71) received last Thursday—not from the front desk staff, who were fantastic as always, but from a manager dressed in a blue blazer.

Upon arrival, my sister-in-law was told she could not enter the club because she was wearing thongs. While we respect dress codes, she was not wearing casual thongs, but rather a stylish wedge sandal with an elevated sole—a reasonable and commonly accepted form of footwear. Instead of addressing the situation with professionalism and respect, this manager responded in a forceful and rude manner, instructing her to vacate the premises entirely.

Even when she offered to sit in the reception area while my mother and cousin continued inside, the manager refused and demanded that she leave immediately. The lack of courtesy and empathy, particularly towards an elderly family member, was deeply concerning and completely unnecessary.

I have always appreciated the friendly and accommodating staff at Gymea Tradies Club, and it is disappointing to see such poor customer service from a management representative. A hospitality venue thrives on respecting and valuing customers, and I sincerely hope the club addresses this incident to prevent future experiences like this.

A Lesson in Customer Service 101 for the Manager in the Blue Blazer:

Understand your dress code and Intent Behind Dress Codes – Rules should be enforced with common sense and discretion. A fashionable, elevated sandal is not the same as a casual thong, and the decision to remove a guest over this interpretation was excessive and unreasonable.

Empathy & Professionalism – Hospitality management is about creating a welcoming environment. Speaking in a rude, forceful tone, particularly towards elderly guests, diminishes the club's reputation and creates negative experiences.

Situational Judgment & Flexibility – Instead of escalating the situation, a reasonable compromise (such as allowing my sister-in-law to wait in the reception area) could have diffused the situation gracefully.

The Power of Respect – Customers return to establishments where they feel respected and valued. A rigid and unkind approach leads to lost patrons and negative reviews.

I urge the management to address this issue internally to ensure all patrons receive the respect and hospitality that Gymea Tradies Club...

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