The Pinschower Inn — Hotel in Cloverdale

This is a great place. I will give 2 stars for customer service, NOT the actual b&b. But I believe customer service via phone need to be improved. I wasn’t aware that one of rooms I reserved for was not called in for, for cancellation. So I was called by one of the staff and I told her that it’s only 2 rooms we are reserving for, not 3. She immediately changed her tone of voice stating “okay I’m sorry but I am very upset right now because I’m losing income for that room you reserved for including the wine tasting. So let’s hope people book in the next week with that room!” And also stating, “You need to be more responsible when it comes to these things”. “In the real world this is how it is.” “You need to be on top of these things.” And just on and on about being responsible. It was very upsetting. It felt as if I was being scolded and yelled at. First of all, I am not a child and I don’t let anybody talk to me like that other than my own mother. She was very rude. She let her own anger get to her. That was bad customer service. I apologized many times and explained to her that I know it’s my fault, because I spoke to the 2 parties for that room and THEY stated that they already called and cancelled. I guess they didn’t. And how am I supposed to babysit 2 people and ensure they call and cancel. I’m not a babysitter. I have a very busy schedule as a nurse and I don’t have time to babysit. I know it was my fault. And I apologized MULTIPLE TIMES. I apologized politely as well. However, this staff member that called me could NOT control her anger and started lecturing me about “real life” and “responsibility”....I am an adult and I’ve been out there in the “real life” and I’ve dealt with many “responsibilities”. Who was she to tell me I haven’t tasted the “real life”? Who was she to say “I need to be more “responsible”? I don’t care if I am younger than she is. Respect goes both ways. She cannot make an opinion of me, a customer, over the phone like that. Very rude. So unprofessional coming from a family business. In my opinion, she could have handled that phone call with me in a more professional manner. Oh and to end this, when I couldn’t handle that scolding anymore, I told her “okay I apologized many times. But I really don’t appreciate you scolding at me over the phone” and all she replied with was, “I don’t know what to say right now.” Yeah. She could have apologized for her...

We were welcomed by a 6x9 manila envelope with our name on it stuck in the front door with a note and a key in it. The note was generic with revisions and additional information penned in. It began: we're sorry we're not available to welcome you personally (we never did meet them). It instructed us to let ourselves in and PLEASE lock the door after you (very reassuring). There were two wine glasses and a bottle opener in our room on a tray (too bad we didn't think to bring any wine). The letter ended with a phone number to call if we needed anything. We did - the TV did not work. When we called Madeline she told us she was out for dinner and would not be back until very late. A large portion of the letter went on and on about breakfast, which is served at 9 a.m. We were up and ready to have breakfast and be on our way. When we went to the breakfast room there was only silence. We called Madeline and she said she was not feeling well but would come to the property to prepare a breakfast but that it would take at least a half hour or longer to get there. We went to a cafe recommended in the letter and no reimbursement was offered. It's a lovely property in every way. It should be advertised as an airbnb, priced accordingly and managed by...

First impression was good. Charming place with decent staff. The wine pairing was an enjoyable experience.

However...

We had an early (5am) hot-air balloon ride planned for the morning. Our plan was to go to that and then come back and take a nap before exploring the wineries. The problem was that they were renovating the room right next to ours. It was impossible to nap with the sound of power tools coming through the walls. This happened on both mornings of our stay.

Had we of known they were going to be doing this, we most likely would not have booked. Kathleen was aware of the noise, and didn't comp us anything until after we brought it to her attention. While we're grateful she refunded $121, we wish she would have been a bit more accommodating.

I live next to a motorcycle accessory store and have to deal with the sound of motorcycle engines daily. I was really looking forward to this wine country getaway to get some much needed rest and relaxation.

Saturday - youtu.be/JhABKucQg9s Sunday - youtu.be/n0YtYv3kmMU

After dealing with the sound of motorcycles at home, dealing with the sound of power tools on vacation was...