Hidden Creek Winery — Restaurant in Queensland

Dear Management, I write to you in hope that you will improve your customer service and your approach in addressing your guests. Yesterday we paid you a visit. We were a group of 7 (4 adults and 3 children). We were treated with utmost disrespect that quite frienkly left us shocked. Points I would like to make are: If you did not like our little group you could have said that you were booked out upon our arrival. We would have happily left and wished you a lovely day too. By telling us that we can choose a table from your indoor area you left us a bit confused, usually we are told where to sit due to Covid 19 distancing requirements. When ordering we found out that you don't serve juices for children. If you are adult only winery and not children friendly, we should have been told that. We would have happily left the place. Our intention was to eat, try wines and purchase some for us. We ordered coffees first and were waiting for the menu and wine card to arrive. Instead, we were approached and asked to leave due to other booking and distancing requirements. The way we were spoken to was really disrespectful and undermining. We were scolded like little children. It was hard to explain to our children why adult are treating us this way. We paid quickly, did not receive receipt and left immediately after. I believe that you would benefit from attending training. In particular I would suggest you to work on communication and negotiation skills.

Added after your reply: Dear Management, You do realise that for every unsatisfied customer comment on your review page you left an undermining reply for that customer. Not once you left a constructive comment. That says a lot on its own.You seem to have an issue to recognise the difference between the kind and polite conversation and the one that is undermining and attacking and this kind of behaviour mirrors the behaviour we experienced in your winery. Capital letters, inverted commas and the general tone of your reply prove my point that you would benefit from upskilling in that area. If you would only take this as a constructive feedback and put some effort into it, you could go a long...

Rude management. Totally unprofessional approach. Could do with customer service training. General staff were ok.

Reply So not only are you rude, you are deceitful as well?! We definitely ordered more then 2 coffees, ended up paying in cash, so maybe that's where the rest of the order got lost. I am not sure why you are bringing it up at all, as you were unable to offer us anything else. You are offended that we were walk ins? You do realise you are in the hospitality industry? That's generally what happens and that IS how you make money. COVID19 rules, sanitising and touching everything, you are joking right? You had a wet dog running through the cafe!!! We were never asked to sign a register nor given a way to do so. And I am pretty sure serving customers that have not signed a register makes you non compliant and subject to fines so maybe you should think twice before throwing accusations around. Your lack of professionalism keeps on being highlighted in your responses. If you want to survive in this industry I would suggest you take the criticism on board and thoroughly adjust your attitude. And please read up on...

The Hidden Creek Cellar door and Cafe is fantastic!!! Jesse and Shandor are incredible hosts and their knowledge of the region, the wine and food is second to none. We stayed on the vineyard in a stunning country house, complete with open fires and beautifully appointed rooms. We literally had vines just meters from the door. My 14 year old dog re-lived his youth rolling around in the grass, playing with Buster and Pepper the cellar door dogs. Dining by the dam while doing a wine tasting was so relaxing and I have to say their Chardonnay and Syrah competes with my favourites from the Barossa. Hats off to Andy the winemaker for producing such a fantastic product. We will definitely be back for a digital detox. Thank you to the Hidden Creek team - Jesse, Shandor, Andy and Jade for your hospitality. Fletch and I had a ball (Fletch literally had...