Jessica L. Sent on 11/10/2019
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Quality of service
4.0 out of 5 rating
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Average response time
5.0 out of 5 rating
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Professionalism
3.0 out of 5 rating
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Value
3.0 out of 5 rating
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Flexibility
2.0 out of 5 rating
Beautiful rustic venue, but beware of extra hours
The venue was beautiful. Stringed lights across the patio, wine barrels with elegant floral arrangements on top, fireplace crackling, all made for really wonderful pictures! The staff was amazing. They were so nice, helpful, and honestly very fun to talk to. They helped us clear the lunch we brought in, helped light candles, and were happy and optimistic the whole time. The huge downside that I wish I knew ahead of time, was we payed several hundred dollars per hour to rent the venue other than the time originally given to us. We were told the venue would be closed, and it would be ours all day because we paid for the extra time. When I arrived, guests not in the wedding were taking their time buying wine. We were trying to set things up and get ready for the first look, and we had random people in the way. I told the staff we rented the venue and paid a lot of money, and emailed the Corbin’s asking for a refund for the hours they sold wine to guests, because clearly, they weren’t closed. As a result of this, we were delayed setting up, the first look was late and rushed, we were still taking pictures when the guests arrived because we were so far behind on our schedule, and the ceremony didn’t start on time. If I had known that the venue really wouldn’t be closed, I would have worked around it. But the “first look“ took place on the front porch and I was on edge wondering if someone was going to show up in a t-shirt wanting to buy wine. Not at all what a bride wants on her wedding day. I was told there was nothing else they could do to stop people from coming, and I responded saying they could have put signs out saying the venue was closed, as well as turning people away at the door. Very unprofessional how the Corbin’s handled this situation in my opinion.
The venue was beautiful. Stringed lights across the patio, wine barrels with elegant floral arrangements on top, fireplace crackling, all made for really wonderful pictures! The staff was amazing. They were so nice, helpful, and honestly very fun to talk to. They helped us clear the lunch we brought in, helped light candles, and were happy and optimistic the whole time. The huge downside that I wish I knew ahead of time, was we payed several hundred dollars per hour to rent the venue other than the time originally given to us. We were told the venue would be closed, and it would be ours all day because we paid for the extra time. When I arrived, guests not in the wedding were taking their time buying wine. We were trying to set things up and get ready for the first look, and we had random people in the way. I told the staff we rented the venue and paid a lot of money, and emailed the Corbin’s asking for a refund for the hours they sold wine to guests, because clearly, they weren’t closed. As a result of this, we were delayed setting up, the first look was late and rushed, we were still taking pictures when the guests arrived because we were so far behind on our schedule, and the ceremony didn’t start on time. If I had known that the venue really wouldn’t be closed, I would have worked around it. But the “first look“ took place on the front porch and I was on edge wondering if someone was going to show up in a t-shirt wanting to buy wine. Not at all what a bride wants on her wedding day. I was told there was nothing else they could do to stop people from coming, and I responded saying they could have put signs out saying the venue was closed, as well as turning people away at the door. Very unprofessional how the Corbin’s handled this situation in my opinion.
Corbin Farms Winery's reply:
Jessica, first off we are very grateful for the opportunity to host your wedding. We value and appreciate your business. Your compliments on the venue and our staff are also greatly appreciated.
We are deeply sorry that you feel we did not deliver 100% of what you paid for. You paid for the venue to be closed all day and we feel strongly that we delivered exactly that. We did not do any tastings, tours, food, or seating. We advertised several times and updated business listing hours on Facebook, email newsletter, Google, Yelp and Trip Advisor. We blocked all reservations for the entire day and denied any requests for visits. We had our staff prepared to make sure anyone who was not in your wedding party were immediately notified about your private event and quickly off the premise. We spoke with our staff and reviewed our camera footage and here is what we observed. There were a total of 3 couples, not part of your wedding, that came onto the winery grounds Saturday. All 3 couples arrived around the same time - 1:23 PM and all were completely off the premise by 1:34 PM. They were quickly greeted at the front door and kept out of the way. The staff explained to them that we were not open for tastings, tours, food, or seating and they would be welcome to come back on another day. Continuing to ensure that they were not impeding your event, our staff took a moment to apologize for the inconvenience. Two of these couples wanted to purchase bottles to take off premise which we allowed, it took exactly 11 minutes for them all to be out of the facility. None of which impeded your event (in our opinion) which was our first priority. We will be issuing you a refund for the 11 minutes those customers were on the premise. While we feel that we delivered what was promised we know that there’s always room for improvement in our process and communication. You made a point about signage and we will follow your recommendation. We will also improve communication to set a clear expectation in the future.
We were very flexible with your rental and went above and beyond to serve you and your guests. We allowed a rehearsal, coordination and consultation times well beyond what was included and even opened our facility early for your rehearsal to make it work for your schedule. We configured our outdoor lighting, indoor furniture setup and ceremony area exactly to your specifications. We brought in additional chairs, linens and added staffing when your headcount was increased from 35 to 50 the day before the wedding. We provided outdoor heaters at no rental cost, only charged you for propane. We also had several staff onsite for the duration of your event dedicated to serving you. We have responded to all communication from you promptly (within 24 hours of receiving) and the staff addressed your concern on the wedding day when you brought it to their attention. After all that we did right, it’s disappointing that this will be what we all recall most from doing business together. Your refund of $100, which covers more than the time those customers were on premise, can be sent by mail, PayPal or Venmo today. Let us know which payment method is best and details on sending.
We wish you all the best in your marriage. We understand your perspective and hope you can understand ours. Thanks again for the opportunity to host.
