CrossKeys Vineyards — Attraction in Virginia

Extremely RUDE, DISRESPECTFUL, and 0 Customer service.

I called to make a table reservation for a party of 5 for their Salsa night event. They provided me with the reservation and I was sent a confirmation email. I was also told to go online to purchase the tickets separately as they do not do that via phone, or maybe the operator did not want to. Right after the phone call, I went on their website to purchase the tickets and the button was not available. I checked in again and it still was not available. I called them a few days later after checking their website numerous times, and I was told that they were sold out of online tickets and that the only tickets available are at the door and I would have to be there at 5pm in order to purchase them. I asked why was I given the reservation if there were no tickets available as my reservation was for 6:45pm. The manager was rude and disrespectful. She explained that they had a glitch in the system and once the glitch was fixed, the tickets were sold out. Again, I asked how was it my fault that when I went to purchase the tickets, I couldn't and I was told that the system glitch was not their fault and that if I wanted my tickets, to show up at 5pm.

The manager was rude and would talk over me as I am explaining the situation. She also told me that people purchase tickets months in advance and when I noted the fact that I was able to reserve a table and they provided that that week, she told me that "we didn't have a table for you, we had to squeeze you in". At that point, I realized that her rudeness was going to continue so I informed her that when I reserved the table, no one stated that there weren't any tables available and the operator was more than happy to book one for me... I hung up and called again in hopes of speaking to someone else, but it was the same manager, in the same rude manner. She was disrespectful and extremely rude.

They have zero knowledge of customer service as the simplest solution was to provide me with tickets per the reservation that they had provided me days prior. They had a lot of tickets left for "at the door" so it wasn't a space issue. Even if they could NOT provide the tickets, they could have AT LEAST been RESPECTFUL about it.

Would not recommend anyone...

My wife and I recently booked this venue for our Groom's Dinner, and I will start off by saying the food and hospitality during the event itself were amazing. The venue was beautiful and the staff members at our event were attentive and polite. The reason I am only giving them 3 stars is because our experience with their event coordinator, Ranae, left much to be desired. My mother is wheelchair-bound and requires ADA accessibility. We had originally tired to book their first floor room, but they ended up booking us for the wrong weekend, and by the time we were able to get in touch with them to fix this problem, we learned that room was not available. We were able to book their second floor room, but we were not told that this room was not wheelchair accessible when we booked. Unfortunately, we did not find this out until my mother-in-law asked one week before our event. We ended up needing to carry my mother up the stairs, which was unacceptable, and not something my mother should have been reduced to. Additionally, the event coordinator did not begin finalizing details of our event until the week-of our dinner, which is also unacceptable, as we were getting ready for our wedding, and should not have been having to finalize an event we booked months prior. Communication in general throughout the entire planning process was abysmal. My wife would have to follow up multiple times to receive calls back from their event coordinator. She failed to send us materials she said that she would, and again, my wife would need to follow up to receive what the event coordinator said she would send. The venue is beautiful and the staff during our event deserve five stars, but the rest of our experience with CrossKeys was stressful and pretty dismissive.

UPDATE: Ranae and Tom (owner) called me to offer their apologies, accept responsibility, and work through the issues my wife and I had faced. Though that doesn't change our initial experience, I felt it was a productive conversation and a great learning opportunity that future customers may hopefully...

Please be more clear about the time of your last tasting. My boyfriend and I planned a trip here specifically to do a tasting and when plans got a bit delayed during the day, we called around 3pm to ask what time the last tasting would be. We were told by the person answering the phone that since you closed at 5 the last tasting would be at 4:50. We walked in the door at 4:40 and looked at the menu, asked a few questions, and ordered. While waiting for my boyfriend to come out of the restroom, the person behind the bar said something to another staff member in front of me and then told us that it was too late to do a tasting. The staff member was extremely unfriendly from the beginning, so I should have known she did not want to serve us, however it would have been way more appropriate to say that as soon as we walked in the door. When I said that when I called I was told 4:50, she said she can go ahead and do it. We were not interested in being served by somebody who clearly didn’t want to serve us, as the intention was to celebrate our anniversary by having an enjoyable time, not by feeling like a burden. I understand why doing a tasting 15 minutes before close may not be ideal, but that’s why we called to ask and we were told it was ok. There was also a private event going on with what appeared to be around 100 people onsite plus other people in the tasting room so being turned away took us a bit by surprise. I just share this in hopes that you will not make more people feel unwelcome and uncomfortable being spoken about in the future, because it really sucked for us. Luckily bluestone vineyards was open until 6 and when we called they reassured us they would serve us without a problem, I hustled wish we didn’t have to have such a negative experience first at a place we really...