Rowlee Wines — Attraction in Nashdale

Google Review (Original):

From the moment we arrived, we were made to feel quite unwelcome. The gentleman who served us was shockingly rude and arrogant—and to our surprise, we later discovered he was actually the manager. It was truly disappointing that someone in his position would behave so unprofessionally. Honestly, it was embarrassing that a place like this would allow such a person to interact with guests. One of the worst hospitality experiences we’ve had.

Owner’s First Reply (later deleted):

Dear Ryan

Thank you for your feedback. While we always welcome constructive criticism, we feel it’s important to respond when a review does not reflect the reality of the situation.

Our records and staff accounts show that your group failed to check in at the designated arrival point, entered a closed-off area and misused venue property—including using a guest lap blanket for your dog, which is not permitted for hygiene reasons. These actions do not align with the standards of respectful conduct we expect from visitors.

Additionally, our team noted behaviour that raised concern for both staff and other guests, and our manager acted professionally and appropriately in managing a difficult and uncomfortable situation.

We take hospitality seriously and always aim to offer a warm, safe, and enjoyable experience for every guest. However, when behaviour compromises that environment, we will act to maintain the integrity of our venue and the wellbeing of our team and patrons.

We stand by the actions of our staff in this instance and respectfully disagree with your version of events.

Sincerely, Nicole – Owner

UPDATE 1 – My Response to Owner’s Original Reply:

I find it quite telling that both the manager’s behaviour on the day and the owner’s response to an honest review reflect the same defensive and dismissive tone. Unfortunately, this only reinforces the impression we had from the start—that being treated rudely and without care is not an isolated incident, but part of the broader culture at this venue.

To clarify: our group arrived and waited respectfully. No staff member approached us or provided any guidance on your check-in process. It was one of the coldest days in Orange, and we stood outside for an extended period, unsure of where to go or whom to speak to.

Eventually, we were seated outdoors—our only option due to having a dog. However, none of the gas heaters in that area were operational, except for one being used by another group. Your staff appeared unprepared for a public holiday crowd on the King’s Birthday, and certainly unprepared to host outdoor guests in cold weather. After the other group left, we politely requested—twice, over more than 20 minutes—that the heater be moved to our table. We were completely ignored.

When a staff member finally approached us, their tone and attitude were dismissive and abrupt. There was no warmth, no hospitality—just cold, unprofessional communication. The experience was unnecessarily unpleasant and could have been avoided with even the most basic courtesy.

The owner’s claim that we misused a guest blanket for our dog is an exaggerated and defensive attempt to justify poor service. If there were a hygiene concern, it could have easily been addressed politely at the time. Instead, it’s now being used to discredit us after the fact.

It is disappointing to see the owner respond to constructive criticism not with reflection, but with denial and blame-shifting. That alone says enough about the attitude of this establishment.

We stand by our original review. Every word was honest and based on what we experienced.

UPDATE 2 – My Final Response:

Thank you for the follow-up, Nicole. While we appreciate the change in tone, our experience and the way we were treated remain unchanged. We hope your team genuinely reflects on this situation to improve guest service...

If you're searching for an exceptional venue for your event — look no further! After carefully comparing several options, I chose 'The Stables' at Rowlee to host my highly curated, private party. It exceeded every expectation. Nestled in a sheltered location with sweeping rural views, The Stables is both charming and unpretentious. The surrounding spaces are thoughtfully designed, allowing guests to move and mingle with ease.

We began late in the afternoon on the lawn, enjoying the scenery before moving indoors to a warm, rustic, and intimate dining space with excellent acoustics for music and dancing. For those who preferred conversation over dancing, the pretty gravel courtyard — with its inviting fire pits — offered the perfect spot to congregate and chat.

Every element of this venue deserves a 10 out of 5. Bon, the restaurant and event manager, was an absolute pleasure to work with - every request was met with a cheerful “yes” and executed seamlessly. The food was first-class: served promptly, beautifully presented and perfectly paired with Rowlee’s delicious wines. The staff were upbeat and professional, and meticulous attention was given to site setup and my technical needs for audio-visual presentations.

Even the owners introduced themselves and were genuinely eager to assist in any way they could. Guest feedback has been unanimous: “Rowlee is the most beautiful venue!” I couldn't be happier. A heartfelt thank you to Bon, James, Nicole, and the entire team—congratulations on the incredible work you are doing at Rowlee. You have made it a very unique and...

Unfortunately, our recent visit to this winery was overshadowed by the rude and unprofessional behaviour of the manager. We were seated outdoors on the balcony as we had our small dog with us. I had directly asked the manager if it was okay to sit there and whether we could have a heater like the nearby table. He said yes and moved a heater to us, but mentioned it wasn’t working. We were happy to stay anyway and went ahead with ordering food and a bottle of wine.

Later, when the table next to us left, we tried to get a staff member’s help to move the working heater. After being ignored for about 10 minutes, we moved it ourselves. Unfortunately, it turned off, and when we asked for help again, the staff member called the manager. He returned and, to our shock, spoke to us as though we were his staff who had broken rules, scolding us for moving the heater as if we had violated some formal agreement. His tone was unnecessarily aggressive and deeply unpleasant.

We had planned to stay longer and order more food and drinks, but his behaviour ruined the mood, and we decided to leave. Sadly, in the emotional stress of the moment, I left behind a small item that had belonged to my recently passed father. I called the winery twice with no meaningful effort from the staff to help. When we returned the next day, they had found our dog’s water bottle (which I hadn’t even realised was missing), yet no one had mentioned it.

While the food and wine were lovely, the way we were treated made the whole experience disappointing and upsetting. A nice meal is never worth being...