I thought I'd seen it all after a lifetime in hospitality, but our experience here definitely took the cake. At breakfast on the second day we were treated to the incredibly ignorant display of the Hotel Manager - sitting in amongst the tables of the paying guests - loudly (and I mean very loudly) conducting an intimate business discussion with some hapless member of staff.
Not only was he sitting amongst ourselves in a very large venue where he could easily have found a more private and quiet spot to yell to his heart's content, but he was also happily bellowing away about the hotel's corporate structuring, (my goodness me the Cellar Door need to lift their game in this financial year!!) through to poor members of staff who were being discussed by their names - and all in the middle of paying guests!!! I was gobsmacked and quietly complained to the Supervisor who seemed very professional but explained that there was nothing she could do. On and on he went in his loud yelling voice, uncaringly informing all and sundry - who were just guests quietly trying to enjoy a paid breakfast - how much of a challenge Balgownie Estate had ahead of them in these trying times. And I don't doubt it.
I was informed later by very sympathetic staff that this man taking up the best seat in the restaurant during the guest's breakfast time was actually the General Manager. I was told that writing to him would elicit no response. So I have come on here to explain good sir that hospitality is theatre - you never let the guests hear or see what is going on behind the scenes, particularly when they are a captive audience at breakfast time. Choose a more suitable location for your staff meetings. (Do you really need to be told this?) Lower your bellowing voice. Choose a better time to hog the best table in the house. Don't discuss confidential business information in front of paying guests. Better yet - keep yourself out of the areas reserved for paying guests full stop.
That said, the rest of the hotel staff were superb. All very friendly and hard working, especially the reception and restaurant staff. The housekeeping in this place need to be shown how to clean - dirty plates in the cupboard, unwiped tables for 3 days in a row, a bed made by what looked like a 2 year old. But I have a sneaking suspicion the Housekeeping staff are the least of this tired establishment's worries. With a Hotel Manager like that at the helm, there's only one way this place is headed.
- Official Description (provided by the hotel):
- Balgownie Estate Vineyard Resort & Spa is ideally located in the heart of the Yarra Valley less than 1hr from Melbourne CBD & Airport. Boasting contemporary first class spa suite accommodation with spectacular views across the valley, Rae’s Restaurant, Cellar Door with complimentary wine tasting 7 days, Health Club, Natskin Spa Retreat, modern conferencing and leisure facilities plus more! Whenever you visit, you are guaranteed a memorable stay in the heart of Victorian wine country. ... more less
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- Also Known As:
- Balgownie Estate Vineyard Resort And Spa
- Balgownie Estate Vineyard Hotel Yarra Glen
- Balgownie Vineyard Retreat Hotel
- Balgownie Vineyard Retreat Resort
- Balgownie Estate Vineyard Resort & Spa Yarra Glen, Australia - Yarra Valley