ALH Hotels - Richmond, Victoria

Co C.

Last night we had dinner with a group of friends at the Sandringham Hotel. I ordered a Caesar salad. It came and presentation was poor, the egg had clear egg white in bits and the bacon was not cooked properly. I took a bite and it wasn’t nice. A lovely waitress came by and I gave it to her and said I’m sorry I can’t eat this it’s not very nice. I didn’t expect anything however she offered me another meal, I said thank you and commented to my friends that it was nice of her to offer. I didn’t order another meal as my friends gave me some of their food which was very nice. The waitress then comes back and asks me to order something else and I tell her that’s fine I’m good. Then she says we can give you a refund, which I honestly didn’t even bother asking for, however she offered so I told her my husband will come up to the bar and get it. What happened next flabbergasted both myself and my husband. My husband comes back to the table and tells me that the manager wants to hear the feedback about the salad from you. I was surprised as the waitress offered me a refund I didn’t ask for one. So I go there and this woman without asking me starts telling me that the egg in the salad is cooked 63 or 64 degrees. I wasn’t sure why she was going on about the egg repeatedly because it wasn’t just the egg that was bad in the salad. I told her the salad was below average compared to other Caesar salads I’ve had and it needs to be improved. I then proceeded to say the other food had by my friends was very nice. Also, I didn’t ask for the refund the lovely waitress came to me! Tia, as we later found out was her name, was making us feel that the only way we would get our refund is if she was satisfied with the feedback. This all over a $23 salad!! She wanted feedback she got it. I didn’t even ask for a refund!!! She was repeating herself and wouldn’t let us speak and kept telling us enough, enough do you want your refund or not. She was so rude and her behaviour as a manager was unprofessional and the worst my husband and I have ever seen in customer service. She wouldn’t tell us her name, her staff were petrified to tell us her name. Feedback for the hotel unless you are extremely understaffed and cannot find a manager/ leader who is going to represent your hotel with professionalism and a high level of customer service reconsider having this woman as your manager.

Stuart D.

The Sandy hotel has turned into kids pub for adults. Kids
running rampant and even wrestling each other through the restaurant and deck. Please view the camera footage for the deck and restaurant from 5.00pm to 6.15pm on 25/04/24. Management does not appear to have the resolve to ask parents to have kids under control. None of the other ALH hotels appear to have this issue. If a child runs into a waiter carrying a tray of drinks and they land on a kids head and cuts it open the hotel could be sued. This is a real health and safety issue. Please up your game and manage the hotel in an appropriate manner.

Timmy A.

Good evening,

I'm regretfully emailing this evening to inform you of the grossness that were the bedsheets my partner and I were presented with during our stay.

We'd arrived at approx. 3pm, and went about our day as planned. We'd ordered room service, ate our meals, and planned to lay in bed and watch some Netflix.
I was in the bathroom, when my partner pulled back the sheets on the double bed, to find orange stains on the sheets.
The manager on duty claimed the sheets had been freshly changed this morning, however the stains say otherwise.

We requested a refund for our stay, because that is grossly unacceptable, however the manager declined the refund.

After all of this my partner went to have a shower and the whole shower head popped off.

I was just wondering if this was normal practice across all ALH Group hotels/motels, or if that's just an occurrence at this particular venue?

$144 for the room+$100 bond alomg with these issues, does not make this stay worth the money I paid.

Matt P.

Very well deserved 1 star ALH.
After going to numerous venues for food, functions & general drinks, I can agree with the many other poor reviews.
Your tap selection is garbage.
Your tapped beverages are so consistently flat
& food selection & quality is not much better.
Venues will be much better when the greasy hands of ALH aren't holding them.

rogerazz

We have booked 15 to 20 people each month at the Bundoora Hotel. Upon arrival for lunch today we found no hard menus available.
We were told that we will have to order meals through a phone app. We managed to get our meals by finding a menu at the kitchen counter. As we are all retired and most are unable to order by phone app, we will no longer be going to any ALH places.

Ryan

Don’t eat at an ALH Group hotel. I’ve had nothing but disgusting experiences at all ALH Group owned restaurants. You are nothing but a money making conglomerate with no care for your food quality. Utterly disgusting, and you are helping destroy this countries hospitality industry.

Mark A.

You need to address an issue at some, if not all your venues.
I go to one of your venues to relax as I live near it.
Over the years I have had to deal with something, and it is getting worse.
It isn't just me that is sick of it, but talking to other patrons, they experience the same thing.

People asking for money. from today I am just going to say "If you don't have any money, don't be here"

I have seen people win jackpots and people swarm around them asking for money.
I hate this behavior, and I want you to put up signage saying people who are reported doing this will be barred.

I just want to go out and not be hassled by there people.
I was attached by one of them, a woman earlier this year and she was thrown out.
Now it is a man much bigger than me, and I just feel this should not be happening.
The can gamble, drink beer and smoke, but then want money from others? and get nasty when told no.
I'm over it.

Tracy G.

Was playing pokies with sister on dollar machine from 4 pm at 8 pm was asked to give seat up becaause ther was a person who didnt have one . I suggest you get more chairs and more pleasant staff he was very rude the security person who wanted the chair . I am very annoyed because we apent a lot of money there and we were not even offered food when it was going around a very unpleasant night will not be going back seems to be very clicky .