“Bad service, front desk attitude, forgettable. ”
Was very disappointed with our stay. This was the 2nd of 3 places my wife and I stayed during our week in CA to celebrate our 10 year anniversary. The first was the Madrona Manor in Healdsburg, which was outstanding, top notch all the way, the 3rd was the orchard hotel in San Fran which was also very nice. The expectations were high for Vintners after reading the many positive reviews and after staying at the Madrona Manor. We arrived at the Inn on Mon, Sept 23rd at approximately 1:30. Greeted with a condescending tone and attitude from Hannah. Understanding that we were early for check in I was hoping that possibily the room was ready. It was explained to us by Hannah that the room was not ready, check in was at 4pm and that she would call us when the room was ready. Maybe it was that we weren't the typical age of the regulars at the Inn being in our late 30's or possibly it was because we were casually dressed. Either way, we were not spoken to as guests more like we were doing her a favor by being there. Being in the service industry myself, she should learn the power of using positive language rather than negative. "here's what I can do for you" instead of "here's what I can't." We left with the assumption that she would call us like she said. No call. Came back at exactly 4pm and she stated, oh, your room is ready now. Totally unacceptable. 2nd problem. During our second day in our room we were interested in opening a bottle of wine we had bought at a local winery, noticed there was not an opener in the room. Called the front desk. Klinton answered and said there should be one in the room, there wasn't, and that he would have someone come right up with one. 20 minutes later, nothing. I walked down to the front desk and asked Klinton for the opener we requested, he stated...Sure, here's one but can you make sure I get it back. What? Are you kidding me? No apology. Unreal. Customer service 101. "sorry about that, let me get you one right away". Totally unacceptable. Otherwise, the grounds are ok but not as well taken care of as you'd think. Weeds growing in beds, flower beds not completely cut out. Restaurant was average to above average but nothing to rush back for. Best thing about our stay was when we checked out. The front desk employee, Priscilla, was extremely nice.....if only everyone we encountered was as nice. I actually filled out our comment card and forgot to leave it at the hotel but wanted to share our experience as it was very forgettable. Sorry Vintners Inn but you lost a couple customers and we will be sure to let others know.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 4, 2013
I am so sorry you had a less than satisfactory stay with us. I've spoken with both Hannah and Klinton about their conversations with you. Definitely not the attitude we wish to convey. Please believe me it was not your age, how you were dressed or what time you arrived. Vintners Inn has spectacular guests ranging in age from early twenties to a beautiful birthday girl turning 85 this past week. Guests from all walks of life from all points of the planet. Early check ins do present a challenge to us and we do our best to accommodate early requests. If a phone call was promised it should have been delivered. Vintners Inn is not for everyone but we certainly don't want to turn people off because of our failure to make all of our guests feel welcome and special. I'm so glad the rest of your 10th anniversary trip was up to your expectations. Sue
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.