Fiona K
01/04/2024
I am writing to express my extreme disappointment with the service provided by one of your staff members, Suzie, at Katoomba RSL Club on Sunday, March 31, 2024, at approximately 1 pm. Our experience with Suzie was unacceptable and left a significant negative impact on our group outing. We arrived at the club as a large group of ten people, including disabled, senior, and child members, with two relatives visiting from the UK for their first time in Australia. Despite our request for seating for all ten members, Suzie informed us that all tables in the restaurant area were fully booked. However, upon further exploration, we noticed numerous empty long tables without reservation signs. When we questioned Suzie about the availability of seating in those areas, she pointed us towards sections with tall tables and stools, which were not suitable for our group, particularly for disabled individuals. When we inquired if there were any disabled-friendly seating options, Suzie responded with disdain, claiming that all seats in that area were indeed disabled-friendly. This interaction was not only shocking but also deeply disappointing, as it felt discriminatory towards our group, especially given that we are all local customers. Furthermore, Suzie's dismissive attitude only exacerbated the situation, leaving us feeling unwelcome and disheartened.
Eventually, we were assisted by the bar staff, who kindly offered to combine three small tables to accommodate our group. Their helpfulness was in stark contrast to Suzie's demeanor. I have attached a photo illustrating the abundance of empty space without reservation signs, which contradicts Suzie's claim of full occupancy.
I urge Katoomba RSL management to thoroughly investigate this matter and address the concerning behavior exhibited by Suzie. Additionally, I request that measures be taken to ensure that all customers, regardless of their ethnicity, receive fair and respectful treatment at your establishment. Our experience at Katoomba RSL Club on Easter long weekend was marred by this incident, and it tarnished what should have been a joyous family gathering. I sincerely hope that steps will be taken to prevent similar occurrences in the future. Thank you for your attention to this matter.