Sirromet Winery — Attraction in Greater Brisbane

Disappointing Stay at Sirromet Winery – Poor Service and Lack of Hospitality

My stay at Sirromet Winery yesterday was, unfortunately, a frustrating and disappointing experience, marred by consistently poor service and a lack of basic hospitality across multiple touchpoints.

From the moment we arrived, the reception staff were unhelpful and unwelcoming. Checking in felt like an inconvenience to them, with no effort made to provide basic information about the property. Instead of being offered guidance on facilities, we were left to fend for ourselves, as were other guests who appeared equally lost. This lack of direction set a poor tone for the stay.

The service issues continued at the restaurant. When attempting to make a dinner reservation, we were curtly told it was "full," only for a table to magically become available after we mentioned we were staying on-site. This reluctance to accommodate guests was frustrating and made us feel like an afterthought.

The cellar door experience was equally disappointing. During a wine tasting, we were provided with dusty glasses, one of which had a chipped rim. After pointing this out, the wine had to be re-poured, likely due to contamination from a polishing cloth. Additionally, when asked to choose a drinking cup, we found every cup in the tray was dirty, which we had to demonstrate to the disinterested staff.

After a long day we went to bed, the rooms are pretty good and clean, however the noise from the event next door kept going past 10pm, and finally they turned of the loud speakers at 10:50pm. Another thing that would of been nice to know from staff, hey guys just so you know expect it to be super loud up till almost 11. At least we would be expecting it.

At breakfast, the wrong food was delivered, forcing one of us to wait while the other ate, further highlighting the staff’s inattention to detail.

Basic customer service was nonexistent across the board. Simple requests felt like pulling teeth, and the staff’s attitude suggested guests were an inconvenience.

While a large event (Harry Potter) was happening, this did not excuse the failure to deliver on standard hospitality expectations, such as clean glassware, accurate food orders, or clear communication.

For a venue marketed as a premium getaway, Sirromet fell short in every way. We witnessed at least four occasions where different people stopped their cars, rolled down their windows, and asked us for directions to reception or parking. A group of about 15 people was seen wandering aimlessly down the road past the sanctuary until Harry Potter event security directed them toward the winery. Seeing others struggle with the same lack of assistance amplified the poor vibe. Good luck getting return customers, as the customer service culture at this winery is far from what it should be. Does Sirromet have any staff to coordinate events or manage busy times? If there was someone at the property entrance with a smile, offering basic information or guiding guests, perhaps even an information desk, our perspective on the stay might have been different, as the grounds and product are quite nice—just badly managed and coordinated. If you’re staying here for the first time, especially during a busy period, expect to spend a few extra hours wandering aimlessly to figure the place out, as staff assistance is virtually...

TLDR: RUDE MANAGEMENT AND CELLAR DOOR STAFF MEMBER, EXTREMELY AVERAGE FOOD. Take your money elsewhere as the apparently don't want it.

I'm so disappointed...we went to the Tuscan Terrace for a birthday breakfast to treat a family member. I'll start off with the good, the serving staff and coffee were excellent. Views are gorgeous. The wait staff clearly haven't been provided with adequate training, we waited a while to order and ordered through a different server but their friendliness made up for it. We waited a long time for our food despite it being very quiet today (Saturday morning). The food was honestly sub par (could not taste any truffle in the truffle dish, very basic standard cafe style food and basic flavours, vegan option was 'sold out' at 9am...) disappointing but not the end of the world and I wouldn't have minded if the service and rest of the experience was good. When we went to pay, a woman in a dark olive shirt stood facing a screen and said after a few minutes "I'll be with you in a second", didn't even look at us in the face. She continued to tap at the screen and then said "my colleague will help you with the bill", not even turning around at that point.

We then went to the Cellar Door for a wine tasting and were excited to have a better experience. No one at the front desk so I went through the left hand side open door and asked a staff member, 'where do the wine tastings happen?'. She stared at me and said 'they happen here' rudely like she was already sick of us. She asked which one we would like to do and I asked what the difference was and she said 'there are some menus there, have a look'. When I asked for more details she gave us another menu without explaining anything at all except that we can do a tasting or take a flight outside. Then she asked an older male colleague (who was very friendly and welcoming) if he wants to 'deal with these ladies' while she attends to others. She then asked if we've made a decision yet and extremely rudely said it will take 45-1hr 'no you can't take this outside' (we had a baby in our party) you can only take a flight outside. She was literally glaring at us and snapping at us like we were absolutely stupid. We said no thanks and walked out, we were so shocked. We've never walked out due to rude service. I'm so sad we couldn't give our family member the beautiful birthday morning she deserved.

I would love to be contact by Sirromet, I previously worked in customer service for over a decade and was absolutely shocked how bad this experience was. If you can't handle customer facing roles don't work there. In particular the cellar door woman and dark olive shirt woman at Tuscan Terrace need to learn how to speak to people politely and or basic manners. We are locals and wanted to make Sirromet our place for special family occasions but we'll find somewhere else now.

We wanted to also check out the space for use as a venue and it has honestly not made us want to consider it despite the absolutely breathtaking views and surrounds....

Paid $700 for accommodation and went without dinner, told we were too loud and weren't welcome at the Tuscan Terrace. I booked a girls' weekend to stay at Sanctuary by Sirromet as part of an engagement celebration/venue hunting months ago through booking.com. Check in and the cellar door experience was perfect. As food service at the cellar door was closed, we were told by the staff that we could head over to the terrace after 530pm for food. After one standard drink at tasting and one bottle of wine shared between four people over three hours, we made our way to the terrace. We asked for a table and were told by the manager, Robert, that there were no tables available. At first glance, almost all tables were vacant. We asked if we could come back at a later time slot however we were told no. We asked if takeaway was an option as we did not have any food back at the accommodation and we were told room service was our only option. All suggestions were disregarded and we were rudely told by Robert that we were not welcome at the Terrace because we had had too much to drink and made too much noise at the cellar door, prior to arriving.. In response to being turned away, we returned to our accommodation and decided to not spend any more of our money to support this venue, so we went without dinner. Instead we opened another bottle and surprisingly on an empty stomach, this turned into quite a noisy night after all. I am curious to know if denying patrons food is the correct responsible service of alcohol... I understand if the restaurant was fully booked at the time of arrival that we would be respectfully turned away, however this was not the case. Very unprofessional, rude manager that is ruining this beautiful venue. How disappointing! My friends and I were celebrating my engagement and getting a feel for the venue for my wedding. If we wanted to have a 'big night' we would have gone to the city. It is very disappointing to have been spoken to the way we were, and blatantly told that we were not welcome. Sirromet is very secluded from shops within walking distance, and after spending $700 on accommodation, dinner service with a smile should be available. We should never have been told that dinner would be available at the terrace if this was not the case. If you want to book this venue be aware that Robert is very rude! FYI Between 4pm and 530pm if you don't have a dinner booking you cannot get food unless you have a booking, or if you are quiet at wine tasting.... Maybe Robert should refresh himself on the signs of intoxication. The Tuscan Terrace should do themselves a favour and hire a...