Cloud 9 Falls Creek — Restaurant in Victoria

Had an interesting experience when I’d ordered some yummy loaded fries. They told me to find a table and the buzzer would let me know when my order was ready, then it seemed the staff were supposed to find me. With the restaurant quite full they didn’t mention the buzzer location feature worked when I chose a seat at a restaurant table. Finding a seat on a soft cushion beside the downstairs coffee stop I was unaware of my mistake. The system required my buzzer to pair with a table in the process alerting the waiter to my location. With my buzzer going off and no-one coming I set out in search of my lost waiter. Accidentally locating this person I was a told how lucky it was that I came, they were about to give up and move on. Lucky!!!

Great system in concept, it’s just important to tell your customers the conditionality of their seating choice. I was told nothing about where to sit and with all restaurant tables in sight occupied I logically sat nearby, unfortunately resulting in the process breaking down.

What I have to say is the renovation has greatly improved the feel of the place, albeit with the odd abundance of chopped wood. Importantly the food choices are much better. Upstairs the coffee lounge and bar is a nice spot to...

Researched ahead of time to find GF options for coeliac at Falls Creek - website menu for Cloud9 says GF Pizza available (among other things). Sounded great! But only GF option available in the app to order from the table was the chips, all the other options which were advertised as being GF were greyed out and unavailable for ordering. Signs all say order food at table, order drinks at the bar. Line up for the bar was extremely long and would've taken a long time to go up and question what the table ordering app info gave us. Wait staff run off their feet busy. Chips came out and were so laden with salt they were barely edible; definitely not suitable as the only food to eat for lunch. Disappointing experience, we were looking forward to pizza for lunch all morning, but would've just brought our own food up the mountain if we knew we didn't have suitable options to buy. Would be happy to support businesses doing it tough in a harsh season, but hard if advertised products are not available. Maybe they have GF options sometimes, but there was nothing available to order on the day...

Food was pretty average. Service was generally good, except at one point a staff member came out, yelled something we couldn’t quite understand - all we got was that something bad was happening and the place was shutting down and we had 10 mins to get on a lift before the lifts shut down. The staff member yelled this out, and then disappeared in a panic despite people not hearing what she’d said and having questions.

It was a wind hold - meaning they’d paused the lifts due to a wind hold. Was handled very poorly.

And finally the nail in the coffin- they have a machine of phone chargers in the restaurant; I used the machine to hire a charger and it didn’t work. Told the staff and they said “oh yeah I think the machine doesn’t work.” The machine had lights on and flashing, was accepting money, and there was no sign that said “out of order”. Staff member just laughed and shrugged. Didn’t see any sign...