The Best Brew Bar & Kitchen — Restaurant in Western Australia

Visited for pre-concert food & drinks this weekend and extremely disappointed in The Best Brew Bar & Kitchen. Food was nice, however service was extremely disorganised and very poor. Several young staff on bar/food. All seemed occupied, however unsure exactly who they were serving (if they were serving anyone at all). All staff working at a very slow pace for such a busy late afternoon. No one serving at till at one stage, however one wandered in and out of bar area on several occasions and did not appear to be assisting, while another stood wiping glasses quite slowly without acknowledging any of the customers. One girl who appeared to be in charge (long hair in ponytail) very short with customers to the point of being rude - including to myself. At one stage after a lengthy discussion with a customer who had requested something from her and then returned to her table, the employee walked away from till to centre of bar rolling her eyes in full view of anyone watching - and there were many that were watching! There did not appear to be an organised process for placing food and drinks/food only/drinks only. Patrons were unsure where to line up and then spoken gruffly to when reaching the top of the line. Line was huge - and only one line, no matter what was being ordered. If you wanted just one drink or a coffee, you needed to join the queue for food/drinks which was taking an extraordinarily long time. With 3 tills across the bar/food counter, it seemed that one could be used solely for food, while the others could be utilised for the bar/coffee. Understandably it was a very busy afternoon, however management needs to look into their organisation and service, as other bars/restaurants seem to have this sorted quite efficiently. Several of the girls serving were quite pleasant under the circumstances, however the girl that appeared to be the senior at the time needs guidance from Senior Management to ensure customer service is of a high standard. It was however, nice to see the young gentleman in a jacket assisting customers to bring their food...

A disappointing experience — not what hospitality should feel like

I come from a beautiful island nation that lives and breathes hospitality, and having worked for years in the same trade as a Restaurant Manager, I know what genuine customer care looks like. Unfortunately, our experience at The Best Brew Bar was the complete opposite — mainly due to Sheena, who I later found out is a manager. Her attitude was shockingly rude, with eye rolls, snapping comments, and a lack of basic courtesy as if we were an inconvenience rather than a customer, that made us feel like we were unwelcome. She even got our order wrong while being busy giving us attitude for no reason. And this wasn’t our first experience of this exact same experience, last time we brushed it off thinking she was having a bad day. We brought some guests with, me who felt offended by Sheena’s drama leaving me feeling bad for inviting them to experience negativity.

If any of my own staff behaved like that, I wouldn’t keep them in a customer-facing role, probably more suited for a back office role. Hospitality is about warmth and connection — something Sheena completely missed or not capable of doing.

On a positive note, a young gentleman named Senila was the exact opposite: smiling, kind, and genuinely happy to serve. He’s the kind of person who represents what hospitality is meant to be. Was happy to see he was not following the example of Sheena.

This place has potential, but leadership like that can ruin an otherwise good experience. I really hope management takes this...

Hopefully this place takes criticism well. This is not about the staff or service. The food is subpar. My first stay at the hotel I walked down and enjoyed my food all three nights of my stay. Good beer on tap and good service. My second stay here however is much different. Walked down to get some food and drinks. Wanted the steak but not the onion rings that came on the menu so asked to substitute fries. Was told that was not an option and would have to pay for an order of fries separate. Fine. Did not thing much of this and ordered a different menu item. Food arrived and was OK but lacked flavor. Tonight…I ordered the fish and chips but grilled rather than battered. One would assume an easy dish to whip up. I watched for 50 minutes as several orders who sat down after me got their food. Again…didn’t think much. When my dish finally arrived the fish was hot but stiff and WAY overcooked and the chips underneath cold. The biggest disappointment was the chips that I previously had, had been large thick cut homemade style, now replaced with what seems to be frozen, thin, shoestring style chips you can get at any coles frozen isle. For the price and quality(staff aside) and given the hotel this is connected to…they should really read some reviews and acknowledge some customer feedback. It could be so...