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Mari-Beth D
Peller Estates interested in making money, not serving guests or providing them with a positive experience
Peller Estates Winery的点评
点评：Interested in making $$$, not interested in supporting their guests
Recently visited Peller Estates for Mother's Day and was extremely disappointed in the food, the service and the lack of customer service during our visit. We were treated rudely by the restaurant hostess after waiting with 9 other families for more than 15 minutes at the hostess station for our reservation - we were then told we were waiting at the wrong spot for the Terrace patio. This was despite the fact the gentleman at the concierge/check-in desk directed us to the restaurant to check in for our reservation. After this interaction my daughter wanted to leave immediately because of the way we were treated. I told her it would be ok and that was just one person - don't let it ruin our day on the beautiful property.
After waiting again to be seated, we had a positive experience with our waiter who was clearly busy supporting a large number of tables - but was funny, helpful and attentive in getting us drinks and taking our order. However, sadly after that time things didn't go to plan - we waited for well over an hour for our food and while we waited, our waiter didn't return to replenish beverages or provide an update on our food. When our food was brought to the table, only three of the four dishes were delivered. When we asked the food service staff if the fourth dish was coming - we were told that the dish came from another part of the restaurant and they didn't know when it would arrive. We took it in stride and figured it would be out momentarily. After 25 additional minutes when my family was done their meal, and no fourth dish had arrived, no wait staff had checked on us to replenish water or even to find out if all our items had arrived - my husband went and found our waiter in another part of the patio, and asked for our check. When the staff realized there had been an issue, the waiter rushed over, apologized and was going to go find out where the pasta dish was, and offered a complimentary beverage while we waited. However because it had now been more than an hour and a half, I didn't want an alcoholic drink on an empty stomach and I really just wanted to pay our bill and continue our day. We had other afternoon plans that had been delayed because of the lengthy wait at the patio restaurant.
However, then the restaurant manager came over and we explained what had happened, she offered to take that food item off our bill - which felt fairly disrespectful given we never saw or received the pasta dish. She then said she wanted to make things right - which I said after almost two hours at this point, a missing meal - noticing that two other mother's had also had issues receiving their order - I just really wanted to leave. I mentioned we'd been very patient, we made a simple burgers-pasta, sandwich order and when there was no follow up, we just wanted to go about our day and leave. I was honest and polite - and said it just didn't live up to our expectations and we wouldn't plan to be back, and didn't at that point want any additional food given the length of the wait. I suggested to her that at this point offering to comp my meal felt laughable and really the check for 2 burgers, a sandwich and two drinks should be picked up by the restaurant. She flippantly picked up the check and said oh sure she could take care of the bill. But then she pressed me further saying her wait staff should have told me the pasta item in particular wouldn't come out at the same time as the rest of our tables meals - they hadn't - but I wouldn't have expected a wait longer than 25 minutes either. And regardless any proper food service restaurant would have made sure the timing for those items was aligned. She also said she wasn't aware the restaurant hostess was rude to guests as we checked in - as if somehow this was our shortcoming for not sharing that information and felt passive aggressive - when how could we have shared our feedback having spoken to our waiter only once? Because she wasn't listening to me say that I just wanted to leave - I started to feel myself get upset and could see my daughter (and really whole family was upset) - I just got up and left the patio space. My whole family ended up upset because of what had happened - what restaurant doesn't ensure that mother's are taken care of on Mother's Day?!!?! - and they were upset because not only was our food messed up - but upsetting to see how the restaurant manager handled it. At the point of poor customer service, rude staff, mediocre food/no food - what was she going to do to make me ever return to this restaurant?
For a restaurant that claims to be the calibre it does, and is a winery with what we thought was a positive reputation in the region - it was clear they opened as many food service spaces as they could on Mother's Day but did not have the staff or the capacity in their kitchen to handle the volume. I have worked in many food service organizations over the years and know how tough holidays can be. But it was blatant to my family that Peller Estates want to make as much income as possible and don't care to support their staff with the proper resources, training and a kitchen capacity to handle the number of guests they took into their establishment. We won't be back. We will be sharing this with our community of family and friends. And sadly there isn't one thing you can do to make this right. I just feel for our waiter who did nothing wrong and wasn't supported by his employer to be able to do his job well.
Recently visited Peller Estates for Mother's Day and was extremely disappointed in the food, the service and the lack of customer service during our visit. We were treated rudely by the restaurant hostess after waiting with 9 other families for more than 15 minutes at the hostess station for our reservation - we were then told we were waiting at the wrong spot for the Terrace patio. This was despite the fact the gentleman at the concierge/check-in desk directed us to the restaurant to check in for our reservation. After this interaction my daughter wanted to leave immediately because of the way we were treated. I told her it would be ok and that was just one person - don't let it ruin our day on the beautiful property.
After waiting again to be seated, we had a positive experience with our waiter who was clearly busy supporting a large number of tables - but was funny, helpful and attentive in getting us drinks and taking our order. However, sadly after that time things didn't go to plan - we waited for well over an hour for our food and while we waited, our waiter didn't return to replenish beverages or provide an update on our food. When our food was brought to the table, only three of the four dishes were delivered. When we asked the food service staff if the fourth dish was coming - we were told that the dish came from another part of the restaurant and they didn't know when it would arrive. We took it in stride and figured it would be out momentarily. After 25 additional minutes when my family was done their meal, and no fourth dish had arrived, no wait staff had checked on us to replenish water or even to find out if all our items had arrived - my husband went and found our waiter in another part of the patio, and asked for our check. When the staff realized there had been an issue, the waiter rushed over, apologized and was going to go find out where the pasta dish was, and offered a complimentary beverage while we waited. However because it had now been more than an hour and a half, I didn't want an alcoholic drink on an empty stomach and I really just wanted to pay our bill and continue our day. We had other afternoon plans that had been delayed because of the lengthy wait at the patio restaurant.
However, then the restaurant manager came over and we explained what had happened, she offered to take that food item off our bill - which felt fairly disrespectful given we never saw or received the pasta dish. She then said she wanted to make things right - which I said after almost two hours at this point, a missing meal - noticing that two other mother's had also had issues receiving their order - I just really wanted to leave. I mentioned we'd been very patient, we made a simple burgers-pasta, sandwich order and when there was no follow up, we just wanted to go about our day and leave. I was honest and polite - and said it just didn't live up to our expectations and we wouldn't plan to be back, and didn't at that point want any additional food given the length of the wait. I suggested to her that at this point offering to comp my meal felt laughable and really the check for 2 burgers, a sandwich and two drinks should be picked up by the restaurant. She flippantly picked up the check and said oh sure she could take care of the bill. But then she pressed me further saying her wait staff should have told me the pasta item in particular wouldn't come out at the same time as the rest of our tables meals - they hadn't - but I wouldn't have expected a wait longer than 25 minutes either. And regardless any proper food service restaurant would have made sure the timing for those items was aligned. She also said she wasn't aware the restaurant hostess was rude to guests as we checked in - as if somehow this was our shortcoming for not sharing that information and felt passive aggressive - when how could we have shared our feedback having spoken to our waiter only once? Because she wasn't listening to me say that I just wanted to leave - I started to feel myself get upset and could see my daughter (and really whole family was upset) - I just got up and left the patio space. My whole family ended up upset because of what had happened - what restaurant doesn't ensure that mother's are taken care of on Mother's Day?!!?! - and they were upset because not only was our food messed up - but upsetting to see how the restaurant manager handled it. At the point of poor customer service, rude staff, mediocre food/no food - what was she going to do to make me ever return to this restaurant?
For a restaurant that claims to be the calibre it does, and is a winery with what we thought was a positive reputation in the region - it was clear they opened as many food service spaces as they could on Mother's Day but did not have the staff or the capacity in their kitchen to handle the volume. I have worked in many food service organizations over the years and know how tough holidays can be. But it was blatant to my family that Peller Estates want to make as much income as possible and don't care to support their staff with the proper resources, training and a kitchen capacity to handle the number of guests they took into their establishment. We won't be back. We will be sharing this with our community of family and friends. And sadly there isn't one thing you can do to make this right. I just feel for our waiter who did nothing wrong and wasn't supported by his employer to be able to do his job well.
翻译：只顾赚钱，不关心客人。
最近母亲节我们去了佩勒庄园，对那里的食物、服务和整体的客户服务都非常失望。我们和其他9个家庭在接待处等了15分钟才等到预订的座位，结果被餐厅的女招待粗鲁地对待。之后，她告诉我们等位的地方不对，露台的座位不对。明明是礼宾部/登记处的男士指引我们去餐厅办理预订手续的。这次经历让我女儿非常生气，想立刻离开。我安慰她说没关系，那只是个别情况，别让这件事影响我们在这个美丽庄园的美好体验。
之后我们又等了一会儿才入座，这次的服务员态度很好。他显然很忙，要照顾很多桌客人，但他风趣幽默，热情周到，给我们上了饮料，点了餐。然而，令人遗憾的是，之后的事情并没有按计划进行——我们等了一个多小时才吃到菜，期间服务员既没有过来续水，也没有告知我们菜品的进度。菜终于端上来了，但四道菜里只有三道。我们询问服务员第四道菜什么时候上，他们告诉我们菜是从餐厅的另一个区域送来的，他们也不知道什么时候才能送到。我们当时也没太在意，心想应该很快就能上。又过了25分钟，我们一家人都吃完了，第四道菜还是没来，也没有服务员过来问我们是否需要续水，甚至都没问我们菜是不是都上齐了。最后，我丈夫只好走到露台的另一边去找服务员，并要求结账。服务员这才意识到出了问题，赶紧过来道歉，说会去问问那道意面在哪儿，还给我们提供了一杯免费饮料。然而，因为已经过去一个半小时了，我不想空着肚子喝酒，只想赶紧结账走人。我们下午还有其他安排，因为在露台餐厅等了太久而被耽搁了。
不过，餐厅经理过来后，我们解释了情况。她提出可以免除那道菜的费用——考虑到我们根本没看到也没吃到那份意面，这让我们感觉很不尊重人。她接着说想弥补过失——但考虑到我们已经等了将近两个小时，而且还没吃到饭——我还注意到另外两位妈妈也遇到了同样的问题——我只想赶紧离开。我提到我们一直很有耐心，点的只是简单的汉堡、意面和三明治，但一直没有动静，我们只想赶紧走人。我坦诚而礼貌地表示，这家餐厅的服务完全没有达到我们的预期，我们以后不会再来了，而且考虑到等了这么久，我们也不想再点任何食物了。我跟她说，现在提出免单简直太可笑了，两个汉堡、一个三明治和两杯饮料的账单应该由餐厅承担。她漫不经心地拿起账单，说哦，当然可以付账。但她接着又追问我，说她的服务员应该提前告诉我，那道意面不会和我们桌上其他人的菜同时上桌——他们确实没有——但我也不认为应该等超过25分钟。而且，任何一家正规的餐厅都会确保这些菜品的上菜时间一致。她还说，在我们办理入住的时候，她并不知道餐厅的接待员对客人态度恶劣——好像是我们没把这件事说出来是我们的错，还带着点阴阳怪气——我们只跟服务员说过一次话，怎么可能把情况反馈给别人呢？因为她根本不听我说我想离开——我开始感到沮丧，看到女儿（其实全家人都很沮丧）——我便起身离开了露台。全家人都因为这件事感到难过——哪家餐厅会在母亲节不好好招待顾客呢？！——他们生气的原因不仅是食物出了问题，还因为餐厅经理的处理方式令人失望。糟糕的客户服务、粗鲁的员工、平庸的食物甚至没有食物——她还能做什么让我再来这家餐厅？
这家餐厅自诩档次，而且在我们看来，它本身就是一家在当地享有良好声誉的酒庄——很明显，他们在母亲节当天尽可能多地开放了餐饮区，但厨房人手不足，产能也跟不上。多年来，我曾在多家餐饮机构工作过，深知节假日期间的艰难。但佩勒庄园（Peller Estates）的做法让我家人非常清楚，他们只想着尽可能多地赚钱，却丝毫不关心为员工提供必要的资源、培训，以及足够的厨房容量来应对他们接待的大量客人。我们以后不会再来了。我们会把这件事告诉我们的亲朋好友。很遗憾，这件事已经无法弥补了。我真心同情我们的服务员，他并没有做错任何事，却得不到雇主的支持，无法好好地完成工作。
最近母亲节我们去了佩勒庄园，对那里的食物、服务和整体的客户服务都非常失望。我们和其他9个家庭在接待处等了15分钟才等到预订的座位，结果被餐厅的女招待粗鲁地对待。之后，她告诉我们等位的地方不对，露台的座位不对。明明是礼宾部/登记处的男士指引我们去餐厅办理预订手续的。这次经历让我女儿非常生气，想立刻离开。我安慰她说没关系，那只是个别情况，别让这件事影响我们在这个美丽庄园的美好体验。
之后我们又等了一会儿才入座，这次的服务员态度很好。他显然很忙，要照顾很多桌客人，但他风趣幽默，热情周到，给我们上了饮料，点了餐。然而，令人遗憾的是，之后的事情并没有按计划进行——我们等了一个多小时才吃到菜，期间服务员既没有过来续水，也没有告知我们菜品的进度。菜终于端上来了，但四道菜里只有三道。我们询问服务员第四道菜什么时候上，他们告诉我们菜是从餐厅的另一个区域送来的，他们也不知道什么时候才能送到。我们当时也没太在意，心想应该很快就能上。又过了25分钟，我们一家人都吃完了，第四道菜还是没来，也没有服务员过来问我们是否需要续水，甚至都没问我们菜是不是都上齐了。最后，我丈夫只好走到露台的另一边去找服务员，并要求结账。服务员这才意识到出了问题，赶紧过来道歉，说会去问问那道意面在哪儿，还给我们提供了一杯免费饮料。然而，因为已经过去一个半小时了，我不想空着肚子喝酒，只想赶紧结账走人。我们下午还有其他安排，因为在露台餐厅等了太久而被耽搁了。
不过，餐厅经理过来后，我们解释了情况。她提出可以免除那道菜的费用——考虑到我们根本没看到也没吃到那份意面，这让我们感觉很不尊重人。她接着说想弥补过失——但考虑到我们已经等了将近两个小时，而且还没吃到饭——我还注意到另外两位妈妈也遇到了同样的问题——我只想赶紧离开。我提到我们一直很有耐心，点的只是简单的汉堡、意面和三明治，但一直没有动静，我们只想赶紧走人。我坦诚而礼貌地表示，这家餐厅的服务完全没有达到我们的预期，我们以后不会再来了，而且考虑到等了这么久，我们也不想再点任何食物了。我跟她说，现在提出免单简直太可笑了，两个汉堡、一个三明治和两杯饮料的账单应该由餐厅承担。她漫不经心地拿起账单，说哦，当然可以付账。但她接着又追问我，说她的服务员应该提前告诉我，那道意面不会和我们桌上其他人的菜同时上桌——他们确实没有——但我也不认为应该等超过25分钟。而且，任何一家正规的餐厅都会确保这些菜品的上菜时间一致。她还说，在我们办理入住的时候，她并不知道餐厅的接待员对客人态度恶劣——好像是我们没把这件事说出来是我们的错，还带着点阴阳怪气——我们只跟服务员说过一次话，怎么可能把情况反馈给别人呢？因为她根本不听我说我想离开——我开始感到沮丧，看到女儿（其实全家人都很沮丧）——我便起身离开了露台。全家人都因为这件事感到难过——哪家餐厅会在母亲节不好好招待顾客呢？！——他们生气的原因不仅是食物出了问题，还因为餐厅经理的处理方式令人失望。糟糕的客户服务、粗鲁的员工、平庸的食物甚至没有食物——她还能做什么让我再来这家餐厅？
这家餐厅自诩档次，而且在我们看来，它本身就是一家在当地享有良好声誉的酒庄——很明显，他们在母亲节当天尽可能多地开放了餐饮区，但厨房人手不足，产能也跟不上。多年来，我曾在多家餐饮机构工作过，深知节假日期间的艰难。但佩勒庄园（Peller Estates）的做法让我家人非常清楚，他们只想着尽可能多地赚钱，却丝毫不关心为员工提供必要的资源、培训，以及足够的厨房容量来应对他们接待的大量客人。我们以后不会再来了。我们会把这件事告诉我们的亲朋好友。很遗憾，这件事已经无法弥补了。我真心同情我们的服务员，他并没有做错任何事，却得不到雇主的支持，无法好好地完成工作。
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