Go to Hurley’s Restaurant & Bar across the street. Or go to Celadon or Allegria in Napa. Or Mustard’s when they re-open. I’m sad to say, however, that the new-ish, restaurant Bottega in Yountville couldn’t care less if you were there…and they act like it. Last night, my friends were trying to give Bottega a second chance having had such a mediocre experience previously. It was my first visit. We enjoyed bubbles and appetizers outside by a blazing fire where the restaurant offers “no service”. We ordered at the bar and carried our own drinks, napkins, flatware, plates outside. That was fine as the three of us were steeped in conversation and warmed fireside on a lovely, fresh, Napa spring night. Our mistake was going inside. A table in the bar opened up and we wanted to try a couple of the appetizers…with service. Have I mentioned that Bottega is not cheap…not by a long shot.
I asked for a tawny port. They gave me a ruby port…and told me it was a tawny port. We ordered a salumi platter. When we asked for details about what was on the plate (my friend has an allergy to cow meat…the kind that brings on vertigo and nausea, occasionally followed my temporary hearing loss), the server/bartender (?) said she didn’t know, identified half the plate and went to find out the rest. When she returned, she had mis-identified the pork and cow which my friend had already tasted. Ugh! Is it just me, or does it seem like too many places don’t seem to care at all about Word of Mouth, or customer service, or hospitality.
The restaurant was busy, but not packed. No one else working there, the host, the other bartender or server, ever spoke to us. It is too bad. The ambiance was warm and friendly. The service was so bad that our conversation was hijacked into sifting through the short list of restaurants in Napa that consistently offer good (or better) service. Frankly, for the experience, we could have had similar service, (basically self service) at Taylor’s Refresher, with a smile, great food and at much less cost! Disney has service right. If only Napa hospitality took the Disney Training Program. Extraordinary, personal, friendly, helpful and non-overbearing service is, such a breath of fresh air, and hard to find in Napa… But I can’t resign myself to such mediocre hospitality where I live! For now, I will take my friends’ offers in Sonoma & Calaveras counties to visit their wineries and remember the pleasure of good customer service. And when I’m in Napa, I’ll visit the few places that care to have you there.
Photos courtesy of Google images.
I liked your review and have been to a few places like this as well.
… and, at Taylor’s, they give you A TRAY to carry your drinks, plates & flatware as well as a little beeper that lets you know when your food is ready. – It’s Taylor’s for me!
I am awaiting a good review soon…. I am sure you are as well.
There sure is an opening for a blogger in wine country to focus on reviews (restaurants, wineries, etc)…but it certainly isn’t me. I bring up (good and bad) hospitality, however, because it is so essential to our whole industry, marketing, etc! Thanks, for sharing, Shana, and everyone.
Reminds me of the scene in the movie Desperado, as a guy is being hurled through the door, and the sign above the door says, “And the customer is always WRONG!”
Lisa—You are so right! I heard a Disney VP on speak on customer loyalty and was blown away by the depth and focus they have on guest experience. Part of it is they have a culture where the janitor can career into a VP role or simply enjoy a career as a janitor. More organizations—especially those who want to survive can take a page from Mickey, “It’s about the guest, Stupid!” Well, Mr. Mouse would never be so rude but as we have found, many local servers are and many mgmt teams don;t seem to care. Let’s keep going back to the places like Miss Pearl’s Jam House, Cuvee, Palette in Healdsburg, Laiola in SF where service is part of the charm and the problem will correct itself.
I’m totally with you Liza. Meet you there…regularly. What were the names of those awful places again? I can’t remember.
I adore your blog and follow you on twitter. I am always astonished by the lack of good customer service at the center of what is supposed to be a mecca of luxury and good taste. You go girl for calling them out and especially at a restaurant I was looking forward to trying! There are so many others that can benefit from my hard earned dollar and I’m so happy to read your blog. In my business, event planning, we have the same issues with hospitality and event planners, especially, feeling they are some how entitled. Nothing chaps my hide more. I can’t wait to continue to read your adventures!
Fully agree ! My wife and I and another couple from out-of -town went to Bottega Tues, March 24th and after having a great experience at the bar with the 2 young bartenders (Very attentive and enthusiastic), our further experience with dinner took a sharp turn downward. Our waitress looked like she had just finished a 12 mile run and was not knowledgeable about the details of half of the food items. While the descriptions of the items on the menu speak to great promise the follow-through at table-side was dismal. The shaved Asparagus and Brussels Sprouts salad looked and tasted like coleslaw without any seasoning or dressing. Very dry, bland and hard to eat. My wife’s Sea Bass and Skirt steak w/risotto was carelessly plated. The Sea Bass portion was tiny and thin and the beef was chewy and rubbery and the green colored risotto was mushy and looked like a left-over St Patrick’s Day joke. My sword fish was the thinnest and smallest piece of Swordfish I have ever been served and also carelessly plated as well. Our friend ordered a pasta dish as an entree and it was served to him in a bowl the size of a cereal bowl with no serving plate underneath. Our other friend ordered the Ravioli’s, and while tasty, they were served without a sauce and very greasy looking, piled by themselves in the middle of a plate. No extra shaved Parmesan was ever offered, no ground pepper was ever offered ( We did finally ask for it). The whole experience was so underwhelming and so way below expectations that none of us could believe it. This is the worst dining experience we have ever had in our 20 years living in the Napa Valley ( And I am in National Sales in the wine biz). Someone is not minding the store and not training the staff!!!
Sasha & Roger…exactly! And in addition to working hard for our dollars we want to spend somewhere delightful, we all also WORK in the industry in some form or fashion that seeks to create superior experiences for others…and all of us in the (Napa) Valley and beyond cringe in horror when any place/server makes a bad name for us…and it is doubly painful at a place with such notoriety, expense, and cache…again, TOTAL FAIL! on the part of Bottega. Add to that, no one from the restaurant has responded here (or anywhere I read multiple bad reviews) AS Domaine Chandon had the decency to do in an attempt to fix the problem. That just says to me that Bottega is too successful for any of us. Let’s wish them better…but go spend out $ elsewhere.
Thanks for your kind words.
Where would you recommend I go spend my dollars in Napa?
Hi Tchad: I recommend in the post: Go to Hurley’s Restaurant & Bar across the street. Or go to Celadon or Allegria in Napa. Or Mustard’s when they re-open. Also Angele, Neela’s and Bistro Don Giovanni all great options. Kelley’s No Bad Days Cafe is fun and irreverent. Elements is a GREAT Enoteca and Tapas place…so many choices! Thanks, now I’m hungry!
ARE YOU SURE YOU ATE AT BOTTEGA? WE WERE THERE LAST NIGHT 4/21 AND HAD A WONDERFUL EXPERIENCE. OUR SERVER WAS VERY HELPFUL, NEW WHAT WAS IN THE DISHES, GAVE GREAT ADVISE ON WHAT TO ORDER. PRICES WERE NOT EXPENSIVE COMPARED TO OTHER PLACES WE HAVE EATEN IN THAT AREA. THE SERVICE WAS WONDERFUL. DINNER WAS TERRIFIC, FLAVORFUL AND COOKED TO PERFECTION. THE STAFF WAITED ON US HAND AND FOOT AND MADE AS FEEL WELCOMED. THE PLACE WAS INDEED BUSY, NEVER ONCE DID WE HAVE TO GET ANYONE’S ATTENTION. WATER WAS FILLED BEFORE WE COULD EVEN DRINK IT. WE WOULD AND WILL FOR SURE GO BACK, AND WE WILL REFER THE BOTTEGA TO OUR FRIENDS. WE DID NOT HAVE ONE BAD EXPERIENCE. LOVED THE PLACE!!
Yep, I’m sure. And it was the second such awful experience for my guests. As you can see from the long list above…it wasn’t a fluke. I think you were the lucky one having had such a great experience (but no need to yell it, please).
Perhaps Bottega read some of these bad reviews?
We had a wonderful Napa holiday but Bottega was the biggest dining dissapointment. We waited past our
reservation nearly 1 hour, (do not sit by the fireplace as it
blew soot on us) and sadly had to return two items; one
unedible salad (?!?!!) and one entree that was spectacularily horrible, with two different diners. What a
shame! I have not returned a plate to the kitchen in 20 years but these were hopeless and left an awful aftertaste,
in all respects. We will never go back nor recommend this
restaurant.
I have heard stories like yours more often than positive reviews…I wonder how long that restaurant will last?
it is always a good idea to get event planners when you want a good outcome for your planned event “.”
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