HALL Wines St. Helena — Restaurant in Napa Valley AVA

We have been members of hall wines for a long time. We haven’t had such bad customer service till today. We are a group of 3 women who were attended by beautiful Meghan in member’s lounge. She was very hospitable and we are thankful for that. She was relieved by Ray. Ray came in abruptly, didn’t introduce himself, was very rude and continued to pour our last pour, the Katherine hall. I am rather slow to drink and had skipped two wines in between. When I asked for the missing pours first as I would rather build up to the taste he essentially told me off that “I should drink this otherwise he will have to walk back and get the old bottles for me making some work for him”. And he continued to pour Katherine hall despite by hesitance. After the pour he arrogantly left without saying a word. We were not explained the story behind the wine like it was done by Meghan. Ray’s unfriendliness and horrible customer service didn’t end there. He didn’t comeback to fill our glasses as we sat there waiting for the two missing pours. Time passed and I saw him interacting with his other guests repeatedly but he didn’t care to come back for us. Finally I walked to his desk and asked for the pour. I reminded him that I had been waiting but instead of apologizing that a good customer server would do he became defensive and blamed us for for the delay. He abruptly poured both at once for me and mentioned he did so that he didn’t have to come back and do it again. When I asked him what were the two pours before Katherine hall he said “I don’t know”. Ha! He didn’t know the order of wines?? To top that, while we were walking the property he removed our food and bottles assuming it’s trash. While our belongings were still on the chair (an indication that we are around) and without asking us, he inappropriately threw our food out as trash. This was just horrible horrible customer service. We come here to have a good time and treated respectfully by representative of one of the best wineries in Napa valley and this is how their representation looks like right now. It’s sad that someone like this is bringing down the prestige and vibe of this beautiful winery. Big contrast between Meghan and Ray. Stay away from Ray. Especially if your a woman...

I have never written a review in my life but our experience at HALL was the most disappointing venue I have ever attended that I had to share what this company's impression was on us. My party and I are all Napa born and raised AND we are all part of the hotel/restaurant industry in the valley so wine tasting is routine for us. Wine for us is about passion and discovering/learning about our region. When we arrived to our appointment on time and we waited by the check in for about 10 minutes. Right off the bat the Wine Educator Mark was standoffish and rude. He made it clear they were unable to offer us an industry tasting comp. It was unnecessary to imply that we were there expecting free services when my party had absolutely no problem and came prepared to pay for the experience. Being part of the industry, our entire party understands the situation the valley is currently in, understaffed and over worked but trying to regenerate income from loss revenue during the pandemic closures, so we were more than happy to pay our experiences. He then walked us over to a different Wine Educator Brian (I believe). Brian was kind but again only poured us 3 wines out of the 5 on the flight, maybe at the request of Mark because he spoke to him for about 5 minutes at the bar while looking over rudely to where we were waiting. They made my entire party feel unwelcome and out of place. At the end of our experience I brought it to the attention of the manager on the property, Brenda. She stated that she would pass on the information and management would follow up on the situation and I have yet to hear back from them (mid-NOV 2021). Part of my job is to do heavy concierge work and prior to my experience the entire team of concierge at the property we work sent HALL a lot of business. Despite my experience I decided to give the benefit of doubt and send a couple their. They too did not enjoy their experience, they felt it very corporate and that there was lack of attention to their guests. Overall...

The absolute worst experience we have had in all of Napa (out of the more than 15 vineyards we have visited over the years). Online it says you accept walk ins and we had an extra hour so we decided to visit. We were welcomed at the desk and we were given two options: a full tasting or a glass of wine. We opted for a glass since we know what we like. From there it went bizarrely down hill. The team member asked white or red? We selected red and she took our credit card and charged us before explaining that we would not be allowed to sit but could walk around the winery with our wine. We were bit confused but said okay. We were handed a stemless PLASTIC wine glass (wine was more than $20/ glass so serving it in plastic seemed odd). We started walking around indoors and all there was to see was a small closed off area where wine is fermented and a bathroom. As we walked around we found a sitting area that was practically empty (it was about 4 pm). One of the winery staff had followed behind us as we walked with the wine and as we entered the sitting area he said “this sitting area is reserved only for wine club members.” We said, okay and asked if there was anywhere else we could go to sit with our wine. He said we could walk around outside. It was 40 degrees and raining, which we explained and he told us that we were welcome to stand inside (next to the bathrooms) to finish our wine. We were truly appalled. I understand that there are perks for wine members but it would not have caused anyone any issues for us to sit in the corner for 20 mins to finish our wine. Instead we dumped our wine in a bush and left. We went to Bella Union about a mile down the road and had the most WONDERFUL experience. It’s a shame because we have enjoyed HALL wines for years and will never visit or buy from you again. It is the only time in Napa Valley that we weren’t treated with hospitality and kindness. Waste of $40 (+tip?!)...