Cooper’s Hawk Winery & Restaurant — Restaurant in Rockville

Title: Deeply Disappointed – A Decline in Quality and Service Across Locations

We’ve been loyal patrons and club members for quite some time, and after visiting three of your locations, we feel it’s important to share our experience. Sadly, our most recent visit left us truly disappointed and questioning the consistency of your brand’s standards.

We came in for brunch — something we were genuinely looking forward to — but what was served felt more like an afterthought than a well-prepared meal. Our plates arrived with one egg, barely a spoonful of potatoes, and the in-house sausage, which frankly missed the mark entirely. The toast was so hard that it was inedible and even caused discomfort while trying to eat it. For a restaurant of this caliber, and especially as returning members, we expected far better quality and care in both preparation and presentation.

To make matters worse, the service was equally lackluster. Our server seemed distracted and inattentive, rarely checking in on us or ensuring we had what we needed. There was no warmth or sense of hospitality — something that used to set your brand apart.

After brunch, we went to pick up our six bottles of wine as part of our club membership, hoping for a more pleasant interaction. Unfortunately, that experience was just as disappointing. The staff member assisting us was nonchalant, disengaged, and seemed indifferent about providing any real customer service. It’s disheartening to encounter this kind of apathy, especially from a business that prides itself on its member experience.

To put things in perspective, the Annapolis location was already a letdown, but the Rockville location was no improvement. The only consistently positive experience we’ve had has been at the Northern Virginia location — where the service, attention to detail, and overall atmosphere were truly exceptional. The team there went above and beyond, delivering the kind of hospitality that earns loyalty and praise. It’s unfortunate that the same level of excellence isn’t being upheld across all locations.

While we live in Maryland and the Virginia location is over an hour away, it’s clear that we’ll be making the drive from now on if that’s what it takes to receive the quality and service we’ve come to expect. We genuinely hope management takes this feedback seriously and addresses the inconsistencies between locations. Loyal members and regular guests deserve a better, more reliable experience — one that reflects the standards your brand...

We came as a party of 13, and we were satisfied with the food but extremely unsatisfied with the level of service we were given. The server was nice, don't get me wrong, she was so sweet and I could tell she was trying and getting overwhelmed, but that doesn't really excuse the fact that it had taken close to half an hour for anyone to get back on us about an allergy that a member of our party had, we had to constantly remind our server to bring us bread (we had asked her 6 or 7 times and had only received it once, the next time she got back to us was when the bread had already been tossed out by the kitchen, when we had asked her 3 times starting from about 20 minutes before she had informed us of the bad news), and my steak had come out looking like it had been sitting in the expo for a bit too long, with my steak looking dry and having overcooked from the residual heat due to the wait, and the soupy sauce had a slight bit of fat congealing on top already. Not to mention the wrong order was brought over without much clear communication from the server about whether or not anyone had ordered it. I do not exaggerate when I say that it took close to an HOUR for our food to come out, and when I re-ordered my steak due to the temperature not being what I ordered, I was told it would take "only 10 minutes", and proceeded to wait a good 25 minutes before the server even came back around, let alone the food. This would all be 100% understandable if the floor was full and the server had her hands full with a bunch of tables at once, but the fact was that, due to it being a Wednesday night, there were hardly any other guests around and as soon as we had asked for bread, we watched her quite literally walk to the back of the house and walk back out and start cleaning an empty table next to us without even so much as glancing over at us to make sure we were all good. No water refills, nothing. The final nail in the coffin was that when we asked when the kitchen closed, we were told at around 10 pm then the kitchen had "technically closed half an hour ago" when over the phone, we were informed that the kitchen closed at 10:30, as we were concerned that our reservstion might have been a bit too close to the closing time listed on Google. Overall really really poor experience. I really wanted to like this place and bring many more of my friends and family here, but I don't think I'll be doing that any time soon. Not quite the best birthday dinner...

I would like to preface this review with this statement: I have been here a handful of times. Each time it was an awesome experience. Unfortunately not on this visit.

1. The customer service at the check in counter, great.
2. The customer service from the hostess with the obviously synthetic ponytail, absolutely atrocious. As she is screaming my name, and walking past me, she sprints towards the table, not looking back to make sure I was with her, I arrived as a party of two. I had to leave my guest to go to my table. She dropped off the menus and continued on her way with a word.
3. I had to call the second person in my party to let them know where to find me. They arrive. They inform me that they attempted to purchase some deserts. Only to be informed that there aren’t any to go packaging available.
4. The waiter, obviously very attentive to the others at his assigned tables. As he is taking our order, not writing anything down, just a note here or there. We can’t get our order in cause he is trying to also work with the table behind me. Literally walks away from the table in mid sentence to give sippy cups to the other table.
5. As we sit, I notice the waiter is taking his time and writing out the order for other tables. Having conversations with customers and being attentive. Repeatedly checking on other tables.
6. After a lengthy wait, the food comes out. Both plates are missing items. One plate is visibly cold. As we wait, agin the waiter returns. When he does return, I decline my item that’s missing and request a hot plate for my guest. It’s done promptly. But now the kitchen doesn’t have an item that my guest requested. So I ask, “Is that why the first plate was cold? No answer was available, didn’t even attempt to answer the question. The waiter just walked off very quickly.
7. The waiter is now noticeably short with us, But strangely attentive and punctual when it’s time to pay the check.
8. Not a “Have a good night.” or “Come see us again.” is uttered from him.
9. The young man that was covering the counter when we departed was the only one with a “Have a good night.” available for use as we departed. I was so disappointed. This was my guest first time here. I used to highly recommend this place....