As someone who is now in the service industry, I think extra long and hard about the delivery and content of my feedback. In the olden days, I was far less forgiving and far more snarky. I still value clever quips but time and place, my friends. Here’s my latest feedback for a recent winery experience.

Thanks so much for the opportunity to provide feedback re: our recent experience at TB Winery.

My husband J and I were in Calistoga a few days ago on a short getaway from the San Jose area. I used to ride horses many years back, and I had heard before of an interesting tasting room experience at Jamieson Ranch where they had mini-horses (therapy animals) on site as people enjoyed their wines. The morning of Valentine’s Day, I did a quick Google search for “mini horses” and “wineries” and was thrilled to discover TB in the results.  

Since we were staying nearby at CML, it felt especially fortuitous. Excitedly, we booked an afternoon tasting that same day.   When we arrived, the grounds were of course stunning and beautiful, but the tasting area seemed eerily quiet, maybe even a bit sterile. We saw that A was busy helping three parties at the time, so we waited. She did come in and offer us some wine while we waited to get seated. The afternoon had turned quite cloudy, blustery, and chilly. We were seated near the door of the check-in area. None of the heaters were working, so we moved to the side with the stalls. Those heaters didn’t work either, so A wheeled one over. A was very polite, professional, and knowledgeable about the wine. But the tasting experience felt a bit spartan. Not a dealbreaker, but it would have been nice to have some centerpieces, crackers, more working/functioning heaters, and blankets for guests to add a cozy touch. Regardless, we loved the malbec, Rabicano, and cab: we purchased four bottles, and happily joined your wine club. Afterwards, we weren’t offered the option to visit the horses, but seeing as Angelica had been working solo and the weather was getting colder, we decided to leave. On the drive back to our lodging, I felt tremendously lucky to have discovered TB and gotten the opportunity to visit. I was already making a list of friends to take with us next time.

The next morning, we were headed back to San Jose. We dropped by around 10:45am. I understand your operations are by appointment only. We weren’t wanting another tasting, so we drove in to inquire about visiting with the animals. I went into the office and I believe R (?? Guessing from past reviews/photos) was at the computer. He barely looked up from the computer and appeared rather annoyed and inconvenienced. I explained that we had just visited the day before with Angelica and were hoping to stop in and see the animals, bc we didn’t get the facility/animals tour after our tasting. He said due to liability reasons, guests can’t visit the horses without supervision. I explained we were just there the day before but it was so windy… He rudely cut me off and said, “like it is this morning.” Then he went back to looking down at the computer. After a long and awkward silence, I thanked him and left.  

The entire ride back to San Jose, I felt so disappointed and saddened by that odd and unfriendly encounter. I also work in the service industry, and I understand it’s really hard work. Guests/clients can be assholes. They can be entitled. I know that we all have bad days. And maybe businesses in Napa/Sonoma wine country are subject to stricter business/operating rules (e.g. no outside food/drink, appointment only, tight reservation windows…) that make them more rigid/inflexible than other wine regions (like Paso Robles). Still, I couldn’t help but feel deflated. There are so many other ways he could have responded. Instead, it was a curt no followed by a complete shut down. Neither courteous, welcoming, nor helpful.

We will enjoy the wines that we bought. We have another trip to Calistoga already planned for the end of March. We’ll make plans for another tasting then and avoid R (I read that C is amazing). Ultimately, as consumers, we strive to patronize businesses run by people we like/trust and businesses that make us feel good about our experience.

Thanks for soliciting our feedback. I hope our next visit will be a pleasant one. I appreciate your time reading my comments. Be well.