Echoes Boutique Hotel and Restaurant

We were treated dismissively throughout, and I expect a formal, accountable response from management. There was no shouting, unreasonable demand, or inappropriate behavior from us. If the restaurant claims otherwise, it should provide evidence. We asked for a window seat that was visibly free, but staff refused because we had no reservation. We’d tried calling three times and got no answer. Later we were told phone reservations weren’t accepted and only online bookings counted. If calls go unanswered while reasonable seating requests are refused, that’s an operational issue, not misconduct by customers. Calling the situation “hard work” was inappropriate. Professional hospitality should mean composure, clarity, and consistency. If management excuses this kind of dismissive service, that reflects its standards and staff training. When we asked for a drink recommendation, the response was, “I don’t know what you like.” At a restaurant in this price range, staff should ask what we enjoy or offer suggestions instead of disengaging. We also noticed a clear difference in how walk-ins were treated. Asian guests were told on arrival that they had to order at least two dishes, despite the modestly priced set menu. White guests were only asked whether they had a reservation, with no mention of a minimum spend. We hope this wasn’t intentional, but the difference was obvious enough to raise serious concerns. We’re Asian customers who have lived in Australia for many years, and haven’t experienced treatment like this at similar places. The staff were rude in other ways too. Nobody answered when we called, and when we asked what drink they’d recommend, we were told, “I don’t know what you like.” Although there were open seats and we had no booking, we were told there was no space. Then staff said, “This isn’t fast food, you’re wasting our time.” That behavior is unacceptable. Management needs to take customer service seriously and train staff to treat patrons with basic courtesy.

Sabina at reception was very personable. We’d just finished a 14-day autumn road trip here. The room was fine and breakfast was nice, but after crossing the road to the newly renovated Lillianfels, we wished we’d booked there instead. Parking at Echoes was difficult at times, and the old-fashioned two-course set menu was a turn-off.

The lovely location overlooks the escarpment, and our room was attractive and clean. Reception and the Echoes restaurant service were first class, and so was the food. It wasn’t cheap, even with a dimmer sale. Also, the indoor pool and billiard table were unavailable despite being advertised on the website, and the ensuite exhaust fan didn’t work effectively.

The hotel is beautiful in a way photos just can’t capture, and I think everyone owes themselves a night here at least once. The location is perfect, the staff were outstanding, and everything was immaculate. And the restaurant, wow. It was the most delicious meal I’ve ever had. I highly recommend the lamb and beef, plus the starters and tart. Everything was absolutely exceptional. The chef was classy, polite, and professional, and will definitely be why we come back. Thank you, we really hope to visit again.