Woolwich Pier Hotel — Restaurant in Sydney

If I could give zero stars, I would. This restaurant is a complete disaster when it comes to communication, management, and basic customer service.

We wanted to join our friends for dinner and, since we have a child, our friends asked very clearly if kids were allowed in the garden. Our friends checked with the staff, who confidently said no, kids are not allowed. Then, after seeing a family sitting inside with kids, they went back and asked again-only to be told oh, actually, kids ARE allowed. So we drove 40 minutes with a young child, thinking we could finally sit down and eat.

To avoid further issues, we confirmed the time the kitchen closes and a staff member said 9pm. At around 8:35pm, we went to order food, only to be told that the kitchen was already closed and they wouldn’t take any orders. We were left hungry, with a hungry child, and the staff couldn’t have cared less with no attempt to fix the situation—just a shrug and “we can’t do anything.”

We spoke to the manager, Bree, hoping for some kind of resolution, at least something small for our child, but instead, we got excuses. First, she explained the initial misinformation by saying a staff member misunderstood the question. Then, when confronted about the kitchen closing early, she claimed that the staff didn’t know what time the kitchen actually closes. How does a restaurant have staff who don’t even know their own closing times and confidently gives customers wrong information? That’s just sheer incompetence and bad management.

We ended up going somewhere else nearby, where, even though their kitchen had just closed, welcomed us really nicely. Wouldn't recommend this place due to their bad customer service and...

Disappointing. If you want to be left alone and have no service at all this is the right place. I booked Woolwich pier for a family gathering for my husbands bday and what a disappointment it was for all 28 of us. Staff were huddled in a group at the bar at no stage did they check on our group. Total self serve was expected for a group of almost 30. I had to ask for water, cups, serviettes, cutlery. Then starters were delivered with no plates or serving spoons. We had to collect our own serving plates and cutlery, despite speaking with staff and management several times during our booking - no one provided us with any service. To top this off my families dinner order - the bday boy, didn’t go through on your app, we waited and waited and when we checked was told oh you need to order again it must have a glitch. We ordered again inside & waited 1 hour in total for our meals - this was just not on! My children were starving, I had to go down to the kitchen to request our meals be prioritised as we had waited over an hr. Then my husbands med- rare steak came out well done, he ended up not eating. It was beyond disappointing, I was extremely upset. I’ve never had to run around more than ever before to practically serve all our guests myself. We will not return or bring any guests here ever again. To top this all of, at no stage did anyone offer to make things better for us instead just rattled off their rules. I’ve never received such poor customer service in my life and amateur staff in all my dining...

TLDR; lovely location, horrible kitchen, overpriced booze

Ordered 1 beef burger ($27), 1 chicken ($26). The beef burger came with an expected portion of chips, the chicken came with less than a maccas small fries, substantially less than half what came with the chicken - despite them being served and presented as though they would be equal. To their credit when i asked for the chips to be topped up they complied (with no apology), but it was still blatantly obvious there's no quality control in that kitchen.

The beef burger came with bacon, it was raw, and the portion was about the size of a potato chip, all fat. Inedible.

Both burgers were stone cold, as were the chips.

Friends ordered a steak and salad - the salad was just lettuce. No tomato, onion, dressing. Just lettuce ($43).

Ordered a jug of beer ($23), it filled 2 and 1/3rd schooners, but they charged more than they would for 3 individually purchased schooners ($7.5 each) . Ive never been to a pub before where a jug didn't pour 3 beers, nor one where they charged substantially more for the 'privellage?' of a jug. Couldn't care less about the price, but this is either the result of ineptitude of management, or worse, intentionally predatory on drunk punters.

This pub charges a premium for everything, despite falling dramatically short of the quality their price infers. It's no doubt survived based on it's location, and cashed up locals. A shame too, because it's...