TWR — Restaurant in Western Australia

Attended High Tea on 23rd November at 2pm booked for 2people, for my Wife’s Birthday Celebrations. The food was brought out by a waitress who placed the three plates inside a hanging cage. We were then served a pot of tea and our two gin cocktails. The afternoon went by and we were enjoying our meal, noticing that it had picked up and staff seemed quite frantic and stressed. Both of us had noted that used table napkins had still not been cleared away since prior to our arrival and tables that were finished did not get cleared straight away. But we acknowledged it must be a busy day. One Server Ren, was stressed, however ensured we always had water and if we needed anything. At 3:15 I asked for a pot of tea if it wasn’t too much trouble. My partner and myself were enjoying the afternoon snacking until a short haired waitress came over and said if we had “finished up with everything” which took me by surprise considering it was perhaps 3:50 and our booking said a three hour high tea. So I asked if this was the case and she replied yes, whilst still advancing to clear our half finished food. I said did she require the cage back? Since our food hadn’t been completed and she decided to take it- including our not finished scones. So I had to ask if we could have that as well on our table. She then walked away with our cage and we now had two plates of sweet food left on our table and in our hands. Ren came over 15 minutes later and topped water, I asked why our cage was taken and if we were suppose to be leaving. I provided her feedback on how we felt we were being forced to leave or hurry up with our high tea. Ren said she thought it was strange to see the cage being removed with food still on it, and asked if we wanted it back. I said no, and asked again for the pot of tea that had now taken 20minutes to be brought over. Like I said, seems like they were either understaffed or under immense pressure. I then asked to not have the short haired waitress serve us again, as it had ruined our relaxed atmosphere. Since this was the case, we decided to leave at 4:15 and went to pay. The short haired waitress came to take our bill and decided to again, broach the topic of how she was sorry if it felt like we were being rushed. I had to explain that she needs to learn how to engage customers. It’s not “are you finished?” But more appropriately ask leading questions of “is there anything else you may need? Are you happy with your tea? Any special occasion?” Simple upsell skills that have gone amiss. Again she was not apologising but defending her choices “the food was sitting so I wanted to take it away” It’s HIGH TEA it is meant to be taken at a slower pace. Not feel rushed. “Oh your bill cleared” and that was that. What a terrible experience.

There is a lack of understanding on how to talk to customers, we were enjoying ourselves, not demanding things, not requesting for more tea (which never was asked even though it was marked as free flowing) we tried 2/3 cocktails and would have had the third had we not been rushed out. We were planning to stay for dinner as well, we ended up leaving Crown upset and annoyed and rushed. And for what? For poor choice of words and poor customer experience in a service based customer focused industry. Clearly needing more training, including how to clear tables and most importantly listening to Clients.

There should be a dedicated one or two person team focusing on the high tea three hour window whilst everyone else continues BAU. Instead you are not given a High Tea experience and are forgotten about, and simply rushed out the door.

I would never go back. I would never recommend my Colleagues take clients here.

Most importantly I am angered that my Wife who currently walks with a cane, did not get to enjoy a Birthday Celebration that she was so excited...

Had High Tea here for my birthday for a group of 8 with family and friends. First off, their table arrangement for us was so weird. First they assigned us all by the window and then changed their mind saying the other side was taken. So they had to move stuff around for us. Next, the hanging cage nearly fell over our table after the put the plates of food in. Not sure how that happened but surely it was not the first time. I also had my birthday celebration here last year and my fourth High Tea experience at TWT. Needless to say, I love it. Well, used to love it. I was a fan and I truly love the whole look of TWR which is why it pains me to give a low rating on this fourth and possibly last High Tea visit. The food quality was not quite how I remembered it. The chocolate and mango dessert’s texture was off. As if it had been out thawing for a long time. The clotted cream was so runny, it looked like regular cream. When I asked for a new one and explained that it looked like regular cream, the server looked at me as if I’m not making any sense. It had a watery light cream consistency. As the name suggests, it should be thick but it was not nice to spread onto a scone. Lastly, the team was not as attentive that day, it took more than an hour for anyone to come up to us to ask for coffee refills. When we got our orders in, we had to follow up after 20mins and they said it was on the way. It took 30mins when half of us only ordered tea. Maybe they lacked staff or someone called in sick? Anyway, the place is beautiful, don’t get me wrong. However, the service and food quality was not the best on this recent visit. To top it all off, they kept on switching the blinds on and off. It was getting so warm my friend even started fanning herself. Not a good look. Plus points that towards the end of the experience, they handed us takeaway boxes. They probably saw we had a lot of food left which is nice because at Merrywell they do not allow us to takeaway food. First time in my visit that we had a lot of food left because it...

Popped in after the Man Utd vs Aston Villa game tonight and can see why it’s called The Waiting Room - you wait a while to be served and get your drinks. Having waited over 40mins for our cocktails, I gently followed up with arguably the most miserable waiter I’ve ever come across. Without an apology or explanation, he bluntly asks if I had a receipt. Who gets a receipt every time you get a drink unless you’re expensing it for business purposes! I said we had ordered it and he was welcome to check his system or cameras. After rolling his eyes, he wonders back behind the bar without saying a word. I proceeded to ask him what the go was and he bluntly replied that he would make them.

During this time, one of his colleagues approached me (as I was hanging by the bar) and having explained the situation, he asked me to take a seat and they’d bring the drinks out - again no apology but cool. After 10min, a waiter comes over and says our cocktails are ready at the bar - why wouldn’t you just bring it over with you like he was for people around us. I look over at the bar and the most miserable waiter from earlier was waving his hands, like a father yelling at his son, to come get the drinks.

Having worked in the hospitality sector myself, I understand it was a busy night and mistakes are made, however, you’d expect better service from a venue charging the...