Phoenix Hotel — Restaurant in Victoria

Absolutely wish I had read the reviews before dining at this terrible place.

Booked in for tea on our way home.

Ordered a garlic bread and no side plates came with it (have to pick up your own meals from the heat lamps in-front of the kitchen). Politely asked the young man working if I could have some side plates and I was offered saucer plates from the bar then he proceeds not to understand what I said as if I said space plates, “oh I’ll have to go to the kitchen to get plates or I’ve got these” he says. He comes back to our table of 3 with one side plate!

We ordered A parma, fish and a kids fish meal. Parma looked like it had seen better days and the fish was soggy served with cheap tartare from Aldi I suspect! The salad was atrociously old with the tomato being white almost and fluffy point. The cucumber and carrots were dry because of how old they were and the lettuce was sad.

Deeply dissatisfied with our meals I called over the women who seated us and politely explained that we were not happy with our meals. I explained that the fish was soggy, the parma was not to standard and the salads were old. She proceeded to go back to the kitchen and speak with the chefs with the meal in her hand then comes back to tell me she can remake the meal fresh and that the salads were made today….Do you call dry cucumber, carrot and white soggy tomato fresh I asked? I told her I work in this industry and that was definitely not adequate food. I asked for a refund and I was immediately shot down and told, “No I can’t do that” I said I’m not happy with my meal and nor is anyone else at this table and after a few attempts of asking for our money back I was offered the meal that was taken to the kitchen and brought back out sitting in her hands or the meal re-cooked. I was told “There’s nothing wrong with it”…” I can only do a refund if there’s mouldy food etc” she said. It was clearly mouldy!!! The tomatoes were white!!!

I demanded a refund and then I asked to speak to the manger and turns out she was the manager! She proceeded to argue with me over the meal and I actually had to ask her why she was going to continue to argue with a customer who wasn’t happy with their food!

I don’t know what sort of joke this pub is trying to tell having her as a manager because I sure as hell told her she needed to do better! I didn’t get her name because it was turned the other way!! If I was a secret shopper she would have been toast, because I am utterly disgusted in her behaviour. There was no customer service or care taken for her customers.

I was given $25 back of $75 worth of food. How do you justify this?! When the whole lot was crap. Service disgraceful.

I will never dine at this place ever again and my word I will be in touch with the head boss of this place because she is no manager and should not be in that role! Why are you hiring people who don’t know how to count side plates? And whinge when they have to get them from the...

Once again the Phoenix didnt rise from the ashes this place dosent even deserve a rating but you have to to post unfortunately i have read most of the reviews and in my honest opinion there needs to be an overhaul in management, work ethics, food freshness, presentation and customer complaints as an establishment you are supposed to present fresh hygienic and edible food to the highest standards that youve paid good money for also to take criticism when you can plainly see if a meal is unsatisfactory for human consumption especially if its moldy or off not try to present the same meal over and over again and not to belittle or intimidate a customer because the food is not fresh and up to standard not to mention being made to feel its youre fault that the foods unpresentable and refused a refund and argue about it with the customer and then being a staff member upset the customer and then the staff member blame shifts tries to become the victim because the food is not up to standard isnt the motto customers always right whos the victim the customer i would strongly not go there if you dont want to be sick or intimidated because you say the food not up to scratch watch out youll be expected to not get a refund ive bn working in hospitality for over forty years i cannot believe that this was the case for a recent family visit very disappointed at the end of the day its about customer service and satisfaction not just...

I’ve been to the Phoenix three times in a month. The first time I had nachos. They were yummy and plentiful. The second time I had the chicken and avocado toastie. It was also good. So when I went in today I was determined to revisit the toastie and encouraged my friends to try it. I was left with egg on my face because it was horrible. It was in halves. I ate half of one half (yes, ok, I ate a quarter!) but could eat no more. The toastie was a large hamburger bun. The avocado was a smear of dip. No pieces of avocado. The scraps of chicken were sparse and lonely. But it was the cheese!!! I am not sure what sort it was, but it certainly didn’t work with the rest of it. It was strong and cloyingly sweet: to the extent that neither myself nor my friends who also ordered it ate more than a small portion. It was nasty. I would also like to request the owners do something about the toilets. They may have been clean, but they’re dark and desperately need a coat of paint. I have felt more comfy in some public toilets. I have eaten lovely meals there in the past, and it is reasonably priced. But today was not a fun visit. It’s not all negatives. The dining room is nice with lots of windows. And the service was top notch. So I would still suggest it is a good central place to visit. But perhaps steer clear of the chicken and...