Bank Hotel Warragul — Restaurant in Victoria

Our dinner got served to the wrong table. We didn't realise this until 40+ minutes after ordering when another person at a different table starting asking around if we were waiting on meals. By the time we retrieved them they were cold and chips had been eaten from one of the plates. No worries, mistakes happen. We notified a barman of what had occurred and requested fresh meals. They went and spoke to a supervisor/manager, but when they came back we were told we would not be getting fresh meals as the meals had been 'accepted' by the (wrong) table and we were offered complimentary drinks instead. That is some quite bizarre logic as we, the people that ordered and paid for the meals, had not accepted anything and had not left the table since ordering. Plus drinks do not = food, which was why we were there. We then had to leave our table to go and speak to the supervisor/manager requesting either fresh food or a refund. We were told a refund is not possible as we ordered via the QR code on the table (that is a venue problem, not a customer problem) and after some back and forth discussion they somewhat begrudgingly ordered us fresh meals. The barman was great, and the food ended up being ok, but what should have been a very simple resolution, especially as it was a venue mistake, turned into a very disappointing and frustrating situation. A review of customer service skills and internal processes (not being able to do refunds) might...

Had 2 poor experiences in a row now at the bank, first was a joint 22nd (September) of 10-15 people that we had booked for dinner and had been drinking since 7pm -10pm to then go into the club downstairs (which opens at 10pm). Throughout the night we had asked the bartenders upstairs if the club was opening tonight and they assured us that it was opening. It got to 10pm and we went to head downstairs only to be turned away as it was closed!!! After spending so much money there on drinks waiting until 10pm we were beyond upset at not only the bartenders but the bank itself.

We were back last Friday night for redemption and had a table of 10 at 8pm, went to order food at 8:35pm and were told the kitchen closed at 8:30pm. Not one member of staff alerted us that the kitchen was closing which was extremely poor customer service especially on a Friday night. Won’t be coming back to the Bank now after these to really poor experiences. Seems like this place has...

Firstly, we were impressed with the decor as we walked in & through to the dining area. Different to anything I’ve seen before, plus interesting with lots to take in. Margo & Daz were efficient, friendly & informed, providing excellent service. Both of us ordered the lasagne which came with salad & chips. The portions were so big, we’ve brought the leftovers home for tomorrow night’s tea. Delicious. Our friends had schnitzels which were also big & yum. The menu isn’t large but this restaurant is worth a visit & like us, I’m sure you’ll want to go back. Keep it up Bank Hotel, you’ve got a winner. Look after Margo & Daz too, staff like those two are worth their...