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Zara N
The Winery That Inspired Our Trip Became Our Biggest Disappointment
Stoller Family Estate的点评
点评：I don't even know where to begin because I'm still so disappointed.
Stoller was the entire reason we planned this trip. After having your Pinot Noir at a restaurant in Charleston, we completely fell in love with it. It was so incredible that we planned an entire mother-daughter birthday trip to the Willamette Valley just so we could visit Stoller. Out of every reservation we made, this was the one I was counting down the days for. I cannot even put into words how excited I was to finally see the vineyard, sit down for our tasting, learn about the wines, and buy bottles to take home. In my mind, this was going to be the highlight of my birthday and the highlight of our entire trip.
Instead, it became the biggest disappointment I have experienced in a very long time.
We had a reservation for a tasting and arrived on time. We were seated, and then...nothing.
We waited.
And waited.
No one greeted us. No one acknowledged us. No one came to start the tasting we had reserved. Eventually, I got up and walked to the bar because it had become obvious that no one was coming. I ordered myself a frosé and explained to the bartender that we had been sitting there without anyone helping us. He apologized and told me he would get someone to come over.
No one ever came.
After waiting even longer, someone finally stopped by. By that point, the experience we had been looking forward to for months was already gone. Instead of doing the tasting we had specifically reserved, my mom ordered a glass of Pinot Noir, we ordered one sandwich to split, and that was it. We had originally planned to spend the afternoon enjoying the tasting, learning about the wines, and buying bottles to bring home. Instead, we ate one sandwich, finished our drinks, paid our bill, and left.
What is so hard for me to understand is what happened after we told your staff how disappointed we were.
We explained that we had planned this trip because of Stoller. We explained that this was a special mother-daughter birthday trip. We explained that we had a reservation and had been forgotten.
No one cared.
No sincere apology. No manager. No attempt to make things right. No sense of urgency. Nothing.
That is the part I cannot get over.
Mistakes happen. I understand that. Restaurants get busy. Wineries get busy. But what separates great hospitality from terrible hospitality is how you respond when something goes wrong. Stoller didn't respond at all.
I was so upset that I didn't even want to do anything else for my birthday after we left. That is how much this experience affected me.
The irony is that every other winery we visited was exceptional. Everywhere else we were welcomed warmly, treated like valued guests, and reminded why people travel from all over the world to experience Oregon wine country. Stoller, the one winery that inspired us to book this trip in the first place, was the only place that made us feel completely invisible.
Your Pinot Noir is exceptional.
Your hospitality was nonexistent.
I have never been so excited to visit a place only to leave feeling so completely crushed. We traveled across the country because of how much we loved your wine. We expected to leave with memories, bottles to enjoy back home, and an even greater appreciation for Stoller.
Instead, we left with one sandwich, two drinks, and the overwhelming feeling that our reservation, our time, and our excitement simply didn't matter.
For a winery that inspired someone to book an entire birthday trip, that is heartbreaking. I can honestly say this was the single biggest disappointment of our vacation, and one of the most disappointing customer experiences I have had in years.
Stoller was the entire reason we planned this trip. After having your Pinot Noir at a restaurant in Charleston, we completely fell in love with it. It was so incredible that we planned an entire mother-daughter birthday trip to the Willamette Valley just so we could visit Stoller. Out of every reservation we made, this was the one I was counting down the days for. I cannot even put into words how excited I was to finally see the vineyard, sit down for our tasting, learn about the wines, and buy bottles to take home. In my mind, this was going to be the highlight of my birthday and the highlight of our entire trip.
Instead, it became the biggest disappointment I have experienced in a very long time.
We had a reservation for a tasting and arrived on time. We were seated, and then...nothing.
We waited.
And waited.
No one greeted us. No one acknowledged us. No one came to start the tasting we had reserved. Eventually, I got up and walked to the bar because it had become obvious that no one was coming. I ordered myself a frosé and explained to the bartender that we had been sitting there without anyone helping us. He apologized and told me he would get someone to come over.
No one ever came.
After waiting even longer, someone finally stopped by. By that point, the experience we had been looking forward to for months was already gone. Instead of doing the tasting we had specifically reserved, my mom ordered a glass of Pinot Noir, we ordered one sandwich to split, and that was it. We had originally planned to spend the afternoon enjoying the tasting, learning about the wines, and buying bottles to bring home. Instead, we ate one sandwich, finished our drinks, paid our bill, and left.
What is so hard for me to understand is what happened after we told your staff how disappointed we were.
We explained that we had planned this trip because of Stoller. We explained that this was a special mother-daughter birthday trip. We explained that we had a reservation and had been forgotten.
No one cared.
No sincere apology. No manager. No attempt to make things right. No sense of urgency. Nothing.
That is the part I cannot get over.
Mistakes happen. I understand that. Restaurants get busy. Wineries get busy. But what separates great hospitality from terrible hospitality is how you respond when something goes wrong. Stoller didn't respond at all.
I was so upset that I didn't even want to do anything else for my birthday after we left. That is how much this experience affected me.
The irony is that every other winery we visited was exceptional. Everywhere else we were welcomed warmly, treated like valued guests, and reminded why people travel from all over the world to experience Oregon wine country. Stoller, the one winery that inspired us to book this trip in the first place, was the only place that made us feel completely invisible.
Your Pinot Noir is exceptional.
Your hospitality was nonexistent.
I have never been so excited to visit a place only to leave feeling so completely crushed. We traveled across the country because of how much we loved your wine. We expected to leave with memories, bottles to enjoy back home, and an even greater appreciation for Stoller.
Instead, we left with one sandwich, two drinks, and the overwhelming feeling that our reservation, our time, and our excitement simply didn't matter.
For a winery that inspired someone to book an entire birthday trip, that is heartbreaking. I can honestly say this was the single biggest disappointment of our vacation, and one of the most disappointing customer experiences I have had in years.
翻译：我甚至不知道该从何说起，因为我仍然非常失望。
斯托勒酒庄就是我们计划这次旅行的全部原因。在查尔斯顿的一家餐厅里品尝了你们的黑皮诺葡萄酒后，我们便彻底爱上了它。那酒实在太棒了，以至于我们特意策划了一次母女两人的生日之旅，目的就是前往威拉米特山谷参观斯托勒酒庄。在我们预订的所有行程中，这一项是我最期待、每天都在数着日子等着实现的。我简直无法用言语来形容自己有多兴奋——终于能参观葡萄园、参加品酒会、了解各种葡萄酒，还能买上几瓶带回家。在我心中，这一直是我生日当天最期待的环节，也是我们整个旅行的亮点所在。
然而，它却成了我很长时间以来经历过的最大的失望。
我们提前预约了品酒活动，也准时抵达。我们被安排入座，然后……什么都没有发生。
我们等待着。
一直等啊等。
没有人来迎接我们，也没有人理睬我们。没有人来为我们安排之前预订的品酒环节。最终，见确实没人会来了，我便起身走到吧台前。我点了一杯冰镇玫瑰鸡尾酒，并向调酒师说明我们一直坐在那里却无人服务。他连声道歉，说会立刻派人过来。
但始终没人出现。
又等了许久之后，总算有人路过。可那时，我们期待了数月的体验早已荡然无存了。我们原本特意预约了品酒环节，但我妈妈只是点了一杯黑皮诺红酒，我们又点了一个三明治分着吃，仅此而已。我们原打算整个下午都享受品酒过程、了解各种葡萄酒，再买些酒带回家。结果我们只吃了一个三明治，喝完饮料后付账离开了。
让我实在无法理解的是，在我们向贵店工作人员表达完失望之情后，究竟发生了什么。我们解释说，这次旅行是出于Stoller的缘故才计划的。我们解释说，这是一次特别的母女生日之旅。我们还解释说，我们提前预订了，但却被遗忘了。
没人在意。
没有真诚的道歉。没有经理出面。没有人试图挽回局面。没有任何紧迫感。什么都没有。
这一点是我始终无法释怀的。
出错是常有的事，这一点我能理解。餐厅会忙得不可开交，酒庄也会如此。不过，真正能区分优秀待客之道与糟糕待客之道的，就是在出现状况时你的应对方式。斯托勒则完全没有任何反应。
离开后，我难过到甚至不想在生日那天再做任何事。这次经历对我的影响就是如此之深。
具有讽刺意味的是，我们参观过的其他酒庄都表现出色。在其他地方，我们都受到了热情的接待，被当作尊贵的客人对待，这也让我更加明白为什么世界各地的人们都愿意专程前来俄勒冈州的葡萄酒产区。斯托勒酒庄——正是这家酒庄促使我们决定安排这次旅行的——却是唯一一家让我们觉得自己完全被忽视、无足轻重的地方。
你们的黑皮诺红酒确实出色。
但你们的服务却冷淡至极、毫无热情可言。
我从未如此满怀期待地前往一个地方，结果却带着极度失落的心情离开。我们跨省而来，只因无比钟爱你们的葡萄酒。原以为能带走美好的回忆、几瓶可带回家细细品味的美酒，还能对斯托勒酒庄生出更深的敬意。
然而事与愿违。我们只拿到了一个三明治和两杯饮料，心里满是失落与沮丧——我们的预订、我们所付出的时间以及满怀的期待，似乎都毫无意义。
对于一家能激励人们专程为生日旅行而预订行程的酒庄来说，这样的服务实在令人心碎。说实话，这是我们整个假期中最令人失望的体验，也是近年来我遇到的最糟糕的客户服务之一。
斯托勒酒庄就是我们计划这次旅行的全部原因。在查尔斯顿的一家餐厅里品尝了你们的黑皮诺葡萄酒后，我们便彻底爱上了它。那酒实在太棒了，以至于我们特意策划了一次母女两人的生日之旅，目的就是前往威拉米特山谷参观斯托勒酒庄。在我们预订的所有行程中，这一项是我最期待、每天都在数着日子等着实现的。我简直无法用言语来形容自己有多兴奋——终于能参观葡萄园、参加品酒会、了解各种葡萄酒，还能买上几瓶带回家。在我心中，这一直是我生日当天最期待的环节，也是我们整个旅行的亮点所在。
然而，它却成了我很长时间以来经历过的最大的失望。
我们提前预约了品酒活动，也准时抵达。我们被安排入座，然后……什么都没有发生。
我们等待着。
一直等啊等。
没有人来迎接我们，也没有人理睬我们。没有人来为我们安排之前预订的品酒环节。最终，见确实没人会来了，我便起身走到吧台前。我点了一杯冰镇玫瑰鸡尾酒，并向调酒师说明我们一直坐在那里却无人服务。他连声道歉，说会立刻派人过来。
但始终没人出现。
又等了许久之后，总算有人路过。可那时，我们期待了数月的体验早已荡然无存了。我们原本特意预约了品酒环节，但我妈妈只是点了一杯黑皮诺红酒，我们又点了一个三明治分着吃，仅此而已。我们原打算整个下午都享受品酒过程、了解各种葡萄酒，再买些酒带回家。结果我们只吃了一个三明治，喝完饮料后付账离开了。
让我实在无法理解的是，在我们向贵店工作人员表达完失望之情后，究竟发生了什么。我们解释说，这次旅行是出于Stoller的缘故才计划的。我们解释说，这是一次特别的母女生日之旅。我们还解释说，我们提前预订了，但却被遗忘了。
没人在意。
没有真诚的道歉。没有经理出面。没有人试图挽回局面。没有任何紧迫感。什么都没有。
这一点是我始终无法释怀的。
出错是常有的事，这一点我能理解。餐厅会忙得不可开交，酒庄也会如此。不过，真正能区分优秀待客之道与糟糕待客之道的，就是在出现状况时你的应对方式。斯托勒则完全没有任何反应。
离开后，我难过到甚至不想在生日那天再做任何事。这次经历对我的影响就是如此之深。
具有讽刺意味的是，我们参观过的其他酒庄都表现出色。在其他地方，我们都受到了热情的接待，被当作尊贵的客人对待，这也让我更加明白为什么世界各地的人们都愿意专程前来俄勒冈州的葡萄酒产区。斯托勒酒庄——正是这家酒庄促使我们决定安排这次旅行的——却是唯一一家让我们觉得自己完全被忽视、无足轻重的地方。
你们的黑皮诺红酒确实出色。
但你们的服务却冷淡至极、毫无热情可言。
我从未如此满怀期待地前往一个地方，结果却带着极度失落的心情离开。我们跨省而来，只因无比钟爱你们的葡萄酒。原以为能带走美好的回忆、几瓶可带回家细细品味的美酒，还能对斯托勒酒庄生出更深的敬意。
然而事与愿违。我们只拿到了一个三明治和两杯饮料，心里满是失落与沮丧——我们的预订、我们所付出的时间以及满怀的期待，似乎都毫无意义。
对于一家能激励人们专程为生日旅行而预订行程的酒庄来说，这样的服务实在令人心碎。说实话，这是我们整个假期中最令人失望的体验，也是近年来我遇到的最糟糕的客户服务之一。
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