mug. — Restaurant in Victoria

I was not going to leave a public review, I wanted to share my experience with the venue privately so we could prevent things like this happening in the future. I am the girl who suffered an anaphylactic shock over the weekend. The response from this venue, in person on the day, and on this review platform is the soul reason I am writing this publicly. You guys still have no accountability for what happened and are obviously concerned in saving your own backs. Do NOT play this off as miscommunication. The waitress who took my order was extremely rude to me when I was questioning the pancakes, clearly didn’t know what buckwheat was or have any knowledge of the menu. I told the waitress I have a severe nut allergy and she said she would let the kitchen know. So it really shouldn’t matter that the waitress didn’t know the pancakes had cashews. The CHEFS KNOW, and they weren’t told. As it was her first day she should have been shadowed by somebody, and absolutely should be aware of allergies and ingredients or she shouldn’t be taken orders. That is completely on your venue alone and not following policy when it comes to trainees. I come from a hospitality background and was a Chef for 8 years. I understand mistakes happen and miscommunication happens, this was simply not the case. This was lack of care from the moment we entered to the moment we left and at multiple points could have been avoided. Your response is heavily excuse based and doesn’t show compassion. I didn’t change meals either, I was told you were out of berry compote and would banana be okay instead. That is not fair to put this back on me. When my friend came into the venue to ask if there’s nuts in the pancakes, the two waitresses swung their heads around from dish-bay and just glared at my friend. Until the Chef realised what had happened, the gravity of the situation and shouted out, “there’s cashew milk in everything!” (Thank you Chef for realising and answering so promptly as it saved my life.)

All of this aside, it’s okay that an error happened. It was not intentional. We would not have even left a single review, had we felt the slightest bit of care from your team. Not once did a member of your staff come out to check on me or any of my friends who thought I was going to die. Not even when the ambulance arrived did anyone come out to check on us, be there with us or show support. It was all about saving face. In that moment I was just so scared, and it would have been really nice to feel like this venue had my back and wanted me to feel safe. They just didn’t care and it broke my heart. I was offered a mere $20 refund for the “trouble.” It’s not about the money, but everyone at the table was traumatised and in these situations, all should have been compensated. I have never seen my Head Chef not be the first point of contact in a scenario like this, we would wipe the entire table and show our support however we could, excuses aside. That’s how you run a business. You’re in the hospitality industry and didn’t show the slightest bit of hospitality. This isn’t a lesson in policy, though I am happy to see you’ll be making some changes. This is a lesson in kindness and compassion.

I must also note that it seems like whoever is responding to these reviews wasn’t even there. I’d like to hear from the waitress who took my order, and I’d like an apology. I’m shocked no one from the venue wanted anyone’s number to see if I made it through the night or not. Please let me know if you’d like to get in touch.

Kind...

I had a disappointing experience today. It's only 12 pm, and the food item we initially wanted was already sold out. We settled for a replacement, paid for it, but 10 minutes later, we were informed that it, too, was unavailable, and we had to make another choice. Not a great dining experience at all. Finally the one we got was poorly made and the difference in money was paid to us with a heavy heart by the lady on the register . How terrible..

In situations like these, it is typically expected that restaurants would either offer a refund or, at the very least, extend the courtesy of refunding the difference without necessitating a request from the customer. However, upon reviewing the response of the owners to my feedback, it appears that the restaurant's management may not fully appreciate the importance of exceptional customer service. While my initial communication was polite, the tone of their response has left me somewhat taken aback. It seems that the owners may not be receptive to candid feedback. I believe it is essential for businesses to value and learn from honest feedback, which fosters improvement. As such, I will graciously decline any offers for complimentary meals or coffee intended for future patrons. Instead, I hope the establishment will prioritize delivering outstanding service to all of its customers. Regrettably, my recent experience has dissuaded me from returning to this restaurant, and I will also share my sentiments with a broader audience to inform their...

During our recent visit to Phillip Island, we found it challenging to find cafés with diverse menus, as many seemed to offer similar options. However, we stumbled upon Island Whole Food, and it turned out to be an exceptional experience.

First and foremost, the hospitality was outstanding. The café is run by a lovely couple—one prepares the coffee while the other is the chef—a perfect combination for their fully plant-based menu. The warmth and care they put into their service were truly memorable.

We started with the tofu scramble with chili sambal, which was nothing short of spectacular. The flavors, textures, and combinations were all perfectly balanced, making it a standout dish.

Next, we tried the beefless burger, which was equally impressive. It was beautifully cooked and served with delicious corn ribs, a perfect complement to the burger.

We finished off with their mocha, made using their house-made chocolate, which added a unique and rich flavor to the drink.

Overall, Island Whole Food is a gem on Phillip Island, offering not only fantastic plant-based meals but also an inviting and warm atmosphere. We highly...