The situation of this B&B in the Alexander Valley set amongst vines promised a great deal and indeed we had a beautiful view from the balcony of the Carriage House. We arrived at the appointed time in the afternoon to find our room keys pinned to the outside of the Main House door. There was nobody around to greet us or give us advice about local attractions or restaurants. The Sancerre Room was specially chosen because the bed could be converted into two singles as I am a very light sleeper. However, it was set up as a Double Bed and there was nobody around to speak to in order to get it changed, nor any bed linen available for me to convert it myself. I had a sleepless night as a consequence. Although the weather was not yet very warm, the air conditioning was so noisy that it was not possible to leave it on all night and the windows were not opened because of the traffic noise from a busy local road.
The lounge in the Carriage House was beautifully appointed with a rustic décor, but previous guests had spilled a bottle of wine which had not been fully cleaned up and the polished wood floor was unpleasantly sticky and dirty. The chambermaid made and served the breakfasts in the stead of the owner. The baked egg dish and cake served with marmalade were adequate, but hardly gourmet.
The chambermaid was the first person we met from the staff of the hotel and that was 16 hours after we arrived. We had chosen to stay at B&B's in California in order to benefit from the local knowledge of the innkeeper. After complaining to the chambermaid about the bed and the dirty floor, matters were rectified.
The following day I had the opportunity to speak by telephone to the innkeeper who whiningly informed me that she was taking a holiday to which she was entitled, aggressively denied all liability for problems and said it was our own fault for not reporting our difficulties earlier. To whom? Nobody around! Apparently there was a woman on site behind a gate marked 'Private'.
In our entire month in the USA we have been met with great kindness and hospitality-people have gone out of their way to help us whether it was their responsibility or not.
This stay at The Auberge on the Vineyard was marked out as the most unpleasant of our visit to the USA.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We're terribly sorry that this reviewer had a negative experience at our b&b. As always, we hope to learn from our mistakes and we continually strive to improve our property and business.
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It is most certainly my fault that I forgot to make note of the bed change when this reviewer booked the room, and obviously it was unfortunate that a wine spill had not been properly cleaned up. There is no excuse for these oversights, and I wish these mistakes had not occurred.
This is a 7 room bed and breakfast, and as such, we cannot afford a 24 hour "greeter". Our self check in process is designed to alleviate the stress involved in trying to arrive within a narrow check in time. Bay Area traffic can sometimes wreak havoc for guests, and it works very effectively. I sincerely wish this reviewer had either called us or taken the initiative to knock on the door marked "Private", as we would have been able to quickly solve these problems. We can't fix a problem if we don't know about it.
The "chambermaid" to which she refers is actually an assistant innkeeper, and as such, is responsible for preparing about HALF of the food we serve here, and for which we have received countless accolades. She is Hispanic, and I find this reviewer's assumption about her duties here to be an insult to one of our star performers on property. As for the comment on the food served here, I can assure you that "cake and marmelade" is most definitely NOT on our breakfast menu.
We have portable air conditioners in all of our guest rooms as we do not have central air. These air conditioners are all quite new, but they are not as quiet as central air. Alexander Valley is narrow, and the trade off for having amazing vineyard views is a location on the access road for these vineyards, and during commuting hours, and particularly at harvest time, there is indeed traffic noise. This may not be the best place for a light sleeper.
As for this reviewer's comment that the owner "denied all liability for these problems", well, that is simply not true. On the contrary, I take this business, and our reputation VERY serviously, as it is my livelihood. Trip Advisor's coveted Award for Excellence is given to the top 10% of their reviewed businesses, and we have just achieved that for the third year in a row.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.