Grand Hotel — Restaurant in Wollongong City Council

I’m writing to express my deep disappointment and frustration after the way my partner and I were treated during our visit last night.

Shortly after purchasing two drinks — one for myself and one for my partner — I was approached by a security guard who falsely accused me of not paying. As you’re aware, drinks must be paid for before they are served, so this accusation made no sense. I remained calm and respectfully offered to walk back to the bar with him to clear up the misunderstanding. Instead of listening, he became aggressive and physically pushed me away from the bar, clearly avoiding the truth.

What happened next was not only humiliating but completely unacceptable. The guard forcefully removed me from the dance floor and attempted to drag me out of the venue — all based on a baseless accusation that could have easily been resolved with a quick conversation.

My night was ruined because someone on your team chose force over communication and made no effort to handle the situation professionally or respectfully. I left feeling disrespected, embarrassed, and shocked by how poorly this was handled.

I genuinely hope this isn’t how you treat your patrons as a standard. At the very least, I would expect an apology and internal review of how your staff handles situations like these, because this felt like intimidation, not customer service.

Kindly let me know what steps you’ll be taking to address...

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