Purchased my voucher from Spreebird and paid $169 plus $28 tax a while ago and finally used it before expiration date. Checked in on Sat (2/11/12) for one night stay. At check in, we were told that the hotel will be conducting complimentary wine tastings betweens 5 to 6 pm. We were excited. We had 2 glass of red wine and had a great time. My friend suggested that we tried a glass of white wine before we headed to dinner so we went back in line. The lady who served the wine had no problem pouring the white wine to my friend (caucasian) but refused to serve me (asian) the white me accusing me that I have exceeded 2 glass limit (I did not see any signs stating the limit anywhere). Our problem, we have always gone to her together for our 1st and 2nd glass, why would she pour another glass to my friend but not to me is beyond me. The embarrasment I had was unmeasurable. I even tried to talk her into giving an exception (to save my face) since I was already holding the glass in front of many guests. I could not believe that she would disregard the courtesy and asked me to move forward. i would not even mind paying $20 (if I could) at that time just to save my face. She has sucessfully ruined my otherwise nice evening. I (and all my family and friends) would definitely not return to this hotel because of this bias treatment and bad customer service. I have been to so many complimentary wine tasting event at bouique hotels but never experience something like this. Very sad that a nice hotel such as Shorebreak would not train customer service to its staff. I hope management would take necessary actions to repeat this treatment to other guests.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 14, 2012
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I just got done reviewing your comments regarding the situation during our "Wine Hour" on Saturday night. Please accept my humble apology if you were under the assumption that we were being "bias". Please understand that our "Wine Hour" is very popular with our guests. This past weekend, we had between 50 and 100 people attend the event. As you are well aware of, we have a strict policy only allowing guests to have two glasses of wine during the tasting. Due to this event being complimentary to all guests with a room here at the Hotel, we have to control the distribution of the wine so we do not get accused of over-pouring. After speaking with the manager assigned to "Wine Hour" that night, this is honestly a case of recognition. There were several other guests she did not allow another pour to because they had reached their 2 glass limit. With that many people at the event, she must not had recognized your friend and poured he/she a third glass. At no time did our employee mean to be bias or favorable. In fact, she has been with the hotel since we opened three years ago is one of the nicest people you will ever meet. She was able to read your comments this morning and immediately came to me to let me know how devestated and embarrassed she was. She wants me to let you know how sorry she is regarding the situation.
I would encourage you to contact myself or the General Manager immediately if you have additional questions, as we are not taking this situation lightly.
Paul J. Frechette
Assistant General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.