Hotel Rottnest — Restaurant in Western Australia

I recently had a terrible experience with the restaurant here. A group of my friends and I came to the restaurant for dinner, of which 4 of our party of 9 were over the age of 18, and the rest 17. Shortly after being seated we were told to leave the premises, being informed that as the restaurant is a "licensed venue", those under the age of 18 could not be served nor seated without the presence of a legal guardian. This left us highly confused as according to legislation on "Juveniles present on licensed premises for reasons other than work/training", of the Liquor control act of 1988 - Section 120(1)(c),"a juvenile is permitted on a premises to which a restaurant licence applies, or a part of any premises set apart primarily for the supply of meals for the purposes of obtaining a meal". We made clear that we had no intention of purchasing alcohol, and all other restaurants on the island had been fully booked, whilst this restaurant had copious amounts of space to seat diners. This was our only dinner option. I have now had two experiences where my friends and I have been refused service for this reason, the first time being in March earlier this year, when I came with two 17 year old friends for a birthday dinner, myself being an 18 year old. Once again, we had no intention of purchasing alcohol, but were escorted by security out of the premises.

Furthermore, once instructed to leave the restaurant, those of us that were over 18 returned to purchase food for the group (as takeaway), ordering, I believe, 4 prosciutto pizzas, where prosciutto was advertised as being a main component. When we received these pizzas, to our surprise and frank disappointment, we noticed that they were all lacking prosciutto. Upon returning to the restaurant to inquire about this, the staff member who took our order simply said, "sorry we've been out of prosciutto for two days", without offering to refund us, or compensate for the fact that we had been served the equivalent of a margarita pizza (which was a cheaper menu option). We had been charged the pizza's full price (with the restaurant's prices already being expensive), without being made aware at any time upon ordering that there would be no prosciutto available, and the interaction we had with the restaurant's staff after noting this felt cheating and dishonest.

My friends and I left overall feeling incredibly agitated, scammed and generally displeased with the restaurant's poor service. We additionally felt age-discriminated against, with our intention having purely been to enjoy a pleasant dinner as a group of girls (of which 50% were legal adults), with all other dining establishments being fully booked. Additionally, the Rottnest General Store was closed for the night. I would not recommend this restaurant at all, and will make every effort not to...

We went to hotel Rottnest on both nights for dinner and drinks on our stay here. To say we were disappointed and let down by the service is an understatement. On the first night we were waiting over an hour for x2 pizzas when some of our group had got and eaten their food. When we went to complain , we were told the pizza is coming and it came out in a takeaway box as the service was finished. As paying customers we should not have had to wait one hour for food , for it then to be given in a takeaway box. It made us feel like our service was not wanted. An acknowledgement of the mistake and a complimentary item/discount would have been expected to say the least.

I then asked one of the staff members would she mind taking a photo of our group as this is the only holiday we have been able to do as a group together this year. The blonde haired lady, scuffed and let out a sigh of what almost seemed like anger and said “well ok but this isn’t my job”. After this reaction we asked her to not take the photo and we complained to the staff at the bar. After this poor service and lack of customer care, we did not even receive a discount or anything to make up for the night we had had here.

Our second night in Hotel Rottnest was done as we wanted to give the place a second chance. It is known for its beautiful food and location however again we were let down. I on this occasion was waiting 40 minutes after the rest of my group for my food to come out. Again it was a pizza. I went to ask where my order was and I was told it would be with me shortly. When my pizza arrived it came from the same lady with blonde hair and it was quite literally thrown down on my table, semi resting off the side of the table. This I believe was done as the plate was hot. No acknowledgement of how long it took, no apology and quite literally the worst service I have experienced.

Customer service and service with a smile is the number one expected attribute to any establishment. Even if you are having a bad day, a waitress should not make her customers feel so unwanted. We spent a considerable amount of money in this hotel on two nights for what I would describe as mediocre food with staff who clearly have no desire to be there or to serve...

Had one of the most appalling restaurant experiences here. Long story short we left this restaurant feeling scammed and disrespected. A group of friends and I (4/9 being 18 years old, the rest being 17) came in one evening for dinner and were seated. Shortly after we were seated, a female staff member came over to our group and told us that we had to leave, saying: "We are a license venue, so you aren't allowed to be here unless you are accompanied by a legal guardian/parent and under 18". Our group came into the restaurant with no intention on buying alcohol, not even the 18 year olds of our group. We purely were intending on dining that evening, however we were refused service and told to leave without valid reason. Even the Department of Local Government states that: "A juvenile is permitted on a premises to which a restaurant licence applies, or a part of any premises set apart primarily for the supply of meals for the purposes of obtaining a meal.", which clearly states that it would have been fine if my group had been dining. This also could further be classified as age discrimination, as this venue refused service to someone purely because of a certain attribute, being age (Anti-Discrimination Act).

Upset, we compromised, and decided that the adult members of our group would order takeaway. We ordered numerous 'San daniele' pizzas. Our group then left with the takeaway meals, however we quickly realised that we had in fact not received 'San daniele' pizzas, we had received pizzas that resembled Margherita pizzas instead. We went back to this restaurant, telling staff about it and asked why there wasn't prosciutto, which praciated differentiated the two. Only then they decided to let us know that they had ran out of prosciutto a few days prior, which we were NOT aware of prior to ordering. The staff member that was "helping us" just shrugged after, and didn't suggest a refund or any alternative compromise. The 'San Daniele' pizzas were also the more expensive out of the two. Such a terrible experience and poor customer service. Would...