I wanted our relationship to be amazing Rams Gate, I really did! Unfortunately, this was the letter I sent to their GM and team today... Our server's name is not included, as I am not interested in personally attacking their staff.
Overall decor, wine, grounds, and ambiance are spot on. Service is "meh" at best.
"Today I had the opportunity to bring 5 of my closest friends to your members only tasting room. These are 5 women I went to hospitality school with that appreciate an incredible bottle of wine, perfectly paired appetizer, and an impeccably decorated tasting room. (All reasons why I joined your club in the first place.) These are 5 women that understand what great service looks and feels like, which is why I was completely horrified at the experience we had with your server ____ today.
From the moment we walked into the dining room, there was an immediate attitude emanating from him/her. Absolutely no care was taken to welcome us to Ram's Gate and his/her annoyance with the addition of one person to our party obvious. He/She mentioned it a few times, I think his/her words were something about not being able to count correctly. A chair was never supplied for me, the member, and instead I sat very closely to 2 of the other girls on a couch in 92 degree heat. A fact that was ok, but not great considering the temperature.
We were then asked to make our selections and were given no context as to how the menu and tastings worked. Being above average readers, we quickly figured it out and ordered tastings all around.Within seconds our glasses were dropped and it appeared the weirdness we formerly felt was dealt with, however watching every single glass poured, at once, with little to no explanation as to what we were drinking, was truly disappointing. We sat there for 1 hour in a hot room, slowly getting through the tasting with no clue as to what each wine was and certainly not drinking the wine at the 55 degree temp it should be served at. Food was not really offered and the Burrata dish we selected on our own, pretty incredible. Lucky for us.
The experience only got worse when we ordered a celebratory bottle of sparkling wine, that was not poured (i had to walk over and almost pour it myself) and was met with a "are you girls happy now" once the glasses were poured. A question, I would never ask a guest, a client, or a friend of mine. We repeated this question to one another as a joke throughout the day, to make light of the incredibly disappointing experience we had.
When the check was placed on the table, it was tossed at me, not placed politely in front me. I was never thanked for coming in and certainly walked away understanding the other larger parties were a better opportunity for _________ to make more money.
I am so embarrassed my friends had to experience ________ today. While your wines, food, decor, events, and grounds are epic, I would appreciate it if you would cancel my membership immediately. I am not interested in ever giving Ram's Gate my money again and will whole-heartedly take my business to any number of wineries in Sonoma and Napa instead.
A true bummer since I really love your wines, but dealing with amature servers that do not understand how to take care of a guest or make a guest feel important a fact I am unwilling to deal with. Please let me know what I need to do to get my membership cancelled and feel free to call me if you would like to discuss my situation further. " read more