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“good meals poor service”
Review of Club Restaurant

Club Restaurant
Ranked #3 of 8 Restaurants in Wairoa
Price range: US$3 - US$20
Description: Our dedicated restaurant team is ready to help you and your family enjoy dinner out. We aim to please the whole family. We have a tasty kids menu and the adults menu is loaded with all the favorites like steak, seafood and burgers, not forgetting our homemade cheesecakes. We have something for everyone. With full bar service, a TAB station and gaming lounge, pool tables and an outdoor entertaining area complete with it's own duke box, it's all here. We welcome everyone to dine with us, members and non-members. If you want a Genuine Kiwi Experience, there is no other place!
Restaurant details
Description: Our dedicated restaurant team is ready to help you and your family enjoy dinner out. We aim to please the whole family. We have a tasty kids menu and the adults menu is loaded with all the favorites like steak, seafood and burgers, not forgetting our homemade cheesecakes. We have something for everyone. With full bar service, a TAB station and gaming lounge, pool tables and an outdoor entertaining area complete with it's own duke box, it's all here. We welcome everyone to dine with us, members and non-members. If you want a Genuine Kiwi Experience, there is no other place!
Reviewed 22 January 2018

atmosphere is suited to dining and meals are good, but the time from order to delivery can sometimes be far too long.

Date of visit: June 2017
Thank BrianJ2996
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Layton G, Owner at Club Restaurant, responded to this reviewResponded 5 February 2018

Hi Brian,

Thank you for taking the time to write a review about us and for coming in to dine.

I am so happy you enjoyed the atmosphere and food. I sincerely apologise that you experienced a longer than normal wait before your meal was delivered. I was informed that the night you came in was a busy one and as part of our service standards our servers are trained to let our customers know, especially on busy nights, that there will be a 10, 15 or 20 minute wait. If one of our servers did not come to you to apologise for the wait, then please accept my person apology now, this is definitely not our normal practise. We take on board all our customers comments and reviews both positive and negative, we value them all because it's what our customers are experiencing and that's important to us. We pride ourselves on great service, however we will never be perfect either. Because of your review we will be doing more regular training with our servers so that we can better serve our valued customers like you Brian.

We hope to get another opportunity to show you just how fast and great our service can be.

Again thank you for your honesty in your review of our restaurant.

Kind regards

LAYTON GEMMELL

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2 - 6 of 18 reviews

Reviewed 22 January 2018

Great service and the portion sizes are generous. The food is cooked well and is tasty. The menu offers great choices and is kept up to the popular food trends. A great place for all the family.

Date of visit: September 2017
    • Value
    • Service
    • Food
Thank Jan L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Layton G, Owner at Club Restaurant, responded to this reviewResponded 5 February 2018

Hi Jan and thank you for taking your time to write a review about our restaurant.

Great Food, Friendly Service and Value for money for the whole family is what we are all about. We greatly appreciate your comments and we are so pleased you had a great dining experience while with us.

We look forward to seeing you again soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 January 2018

My meal was overlooked but we did have a large group to serve. I ended up taking my steak meal home as takeaway after watching everyone else eat theirs. A suggestion to take diners names with their meal order. If a big group is booked maybe get more waitresses in to work that night. I enjoyed the drinks, peanuts and chips from the bar. I enjoyed the company and garlic bread. A shame as I am a local and would be hesitant to dine again.

Date of visit: January 2018
    • Value
    • Service
    • Food
Thank eden2018
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Layton G, Owner at Club Restaurant, responded to this reviewResponded 15 January 2018

Dear Eden,

Thank you for taking your time to write your review about our Restaurant, we truly value our customers feedback, both positive and negative, so again thanks for yours.

I am extremely saddened to read of your recent visit. I am so sorry that you experienced poor service while dining with us. At Club Restaurant we pride ourselves on delivering Great Food with Fast and Friendly Service, in fact it's what we are known for as indicated by our 50+ Five Star Reviews left by our customers on Facebook and our many Excellent Review Ratings on our Tripadvisor page. Without being arrogant, it is very out of character for us to receive a poor service review.

We take customer complaints very seriously, if a customer is not happy, we are not happy and will do whatever it takes to fix any negative experience or customer complaint. I remember your group coming in Eden and I took your meal order on the night, so I know your situation well. As soon as it was brought to my attention that we had missed your meal I remember coming to you to apologize and to organise a new meal for you ASAP. As you mentioned "we did have a large group to serve" but that is no excuse for a missed meal. I have spoken with our Chef and Senior Kitchen Hand, who both remember your meal on the night. As our Chef was resting your Rear Steak, you approached the kitchen and asked our Senior Kitchen Hand if your meal could be placed in a takeaway container, to which my staff member responded "absolutely". So your meal was packaged and another sincere apology was offered.

We will be implementing some of your suggestions as given in your review. We will introduce a new ordering system when it comes to big groups like yours, so that no meal is overlooked, at least to the best of our control and ability. Also we will make sure we have extra staff on busier nights to help with the smooth running of the Restaurant.

We hope you'll allow us the opportunity to show you that your recent experience is certainly a one off and definitely not part of our normal Professional Service Standards we tirelessly strive to reach each and everyday. I'm 100% positive that if you would give us another chance, we can turn your next visit to Club Restaurant the best Wairoa Dining Experience ever!

Warm regards,
Layton Gemmell

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Reviewed 1 January 2018

Our visit to the Wairoa Club was a wonderful journey into a simpler age.
The restaurant is part of the Wairoa Club, which although a members' only establishment welcomes visitor from outside of Wairoa. It is hard to see how to get in, but there is a buzzer at the door on SH2 side. So after signing in as visitors we took our seats in a booth in the restaurant area.

The menu is not extensive but has all the expected staples of a provincial restaurant: Steak, Fish, Fisherman's basket, burger etc.
Having noted the earlier reviews comments about the size of the meals we opted to order only a main each.
While waiting for our food we purchased our drinks out in the bar area: Amazingly cheap for a beer, good glass of wine and a softdrink , $11!

The mains when they arrived were very good: large, beautifully crisp fries and fresh salad. The Pan fried fish was well cooked and the selection on the Fisherman's basket plentiful and tasty. The grilled mussels with garlic breadcrumbs were particularly good.

We were both replete after the main meal.

Recommended, but check on opening times....

Date of visit: December 2017
    • Value
    • Service
    • Food
Thank Andrew_NZ120
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Layton G, Owner at Club Restaurant, responded to this reviewResponded 5 January 2018

Thank you Andrew for your recent review about our Family-Friendly Restaurant. Andrew, you are right about getting into the restaurant, we have two entrances, one on SH2 side and the other off Queen street, opposite Wairoa Pharmacy, which has plenty of car parking. We will be placing signage on both entrances to make getting through to the Restaurant easier. We are so thrilled that you enjoyed your meals and drinks and we agree with you both are great value for money. We want a Restaurant where the food is Homemade, Fresh and Enjoyable, the service is Genuinely Kiwi and a place where everyone can come and enjoy a great dining experience, families, kids, older and younger generations, members and non-members. Again Thanks for calling in Andrew, we hope to see you again soon.

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Reviewed 29 December 2017

My partner & I enjoyed a great night at the Club Restaurant recently as we took a road trip around East Cape. We shared the venue with a group of Christmas partygoers who entertained us with their beautiful singing. The staff provided excellent service and the food was delicious and great value.

Date of visit: December 2017
    • Value
    • Service
    • Food
Thank DianneJ59
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Layton G, Owner at Club Restaurant, responded to this reviewResponded 5 January 2018

Thank you for taking the time to write your review about our Family-Friendly Restaurant. We are so happy you and your partner enjoyed your night out dining and yes we agree with you the meals are Great Value for Money and we always try to provide a high level of Customer Service. We are also thrilled you got to see some of our local entertainment. We look forward to seeing you again soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC

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