I was so excited to visit Castello di Verrazzano and I'm disappointed that I did not have a…read morepositive experience. As a Black woman from the U.S., I faced poor customer service and discrimination.
My tour guide, Tomaso, was rude and condescending. First, he ignored me and other people of color in my group by not speaking to us or even giving eye contact at the beginning of the tour.
Second, Tomaso told me that I wasn't allowed to record videos as this was the owner's rule and he demanded that I delete any videos from my phone. I felt that he was singling me out and trying to embarrass me. This "policy" was not shared in writing or verbally in advance. Also, I've seen other guests post videos on social media, even days before my visit, which included Tomaso's face. The energy of the tour felt unwelcoming.
During the tasting, no one followed up to ask how I was enjoying the wines or if I was interested in purchasing. It felt like the establishment didn't care about my business.
Next, the staff said I could take photos with my wine in front of the amazing terrace view, then they refused. The castle shouldn't schedule tastings right before closing if guests will be pushed out.
The only reason I didn't leave a one star review is due to a good experience with an outstanding staff member. Sole was very nice and offered me a ride to my car! She's the kind of employee who should be rewarded for going above and beyond and providing wonderful service to guests.
Overall, the castle was beautiful, but the tour was dry with no enthusiasm and the service was lacking. Some staff seemed more concerned with showing attention to white guests and heading home than providing a memorable visit for everyone.
I envisioned a once-in-a-lifetime experience that would leave me feeling enlightened, supported, and valued. Instead, I felt dismissed, excluded, and disrespected. I will return to Tuscany, but to a different winery that prides themselves on excellent service and fairness for all.
