Montalto - I am a dedicated cellar door visitor and have, over the past couple of years, visited the Hunter Valley region (about 18 months back) in the middle of this year, Orange and in October, 2013, the Mornington Peninsula. I must say I was so very disappointed at the lack of focus on the customer at your (yes I admit very busy) cellar door. I was made to feel as though I was 'intruding' and being a nuisance by a very non-informative attendant/customer service person who was blunt and 'unfriendly'. My friends and I felt 'rushed' and unwelcome as the cellar door attendant tried to juggle a multitude of people (weekend). With that said, it is the first time I have encountered a cellar door where I felt 'out of focus' on the part of the winery and perhaps as though I should have come on another day when no-one else was around. It didn't make for a happy experience. Mostly I come away from a tasting feeling quite elated and informed. I came away from your cellar door feeling as though I needed to find a friendly cellar door immediately! I hope you can take this as an opportunity to re-visit your focus on your customers.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 3, 2013
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We are very sorry to hear that you were under-whelmed by the service that you received in our Cellar Door in your recent review. We take great pride in delivering our wine tastings with a real focus on customer service. Unfortunately, as you mentioned, it can be very difficult to maintain this focus during a busy weekend rush. I am sure that you can understand this position.
I am genuinely concerned, however, that you didn't feel completely welcomed during your visit. I would sincerely hope that, even during our busiest times, our staff members are doing their best to engage with and inform everyone who walks through the door.
First of all, I extend to you my sincere apologies that you left feeling less than satisfied with your Montalto experience. Secondly, for what it’s worth, I will show your review to my staff and remind them that we need to maintain our focus on customer service even during the busy times. A good reminder to all of us with summer just around the corner.
If you wish to discuss your experience further with me, I am happy to speak with you directly.
Justin Crow, Cellar Door Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.