PAUL COOK
Google
Beautiful Property, Exceptional Staff—But One Jarring Experience Left a Lasting Mark
My partner and I recently stayed at the Burrowing Owl Estate Winery & Guest House, and while the property remains as beautiful as ever—with stunning vineyard views and luxurious accommodations—our most recent experience was unfortunately overshadowed by one deeply disappointing interaction.
Let me start by saying this:
• The check-in staff were excellent—warm, professional, and efficient.
• The housekeeping and maintenance team were friendly and incredibly helpful, clearly taking pride in their work.
• The room was immaculate, the views were breathtaking, and overall, the guest house still lives up to its reputation, for the most part.
However, our breakfast experience was uncomfortable and disheartening.
When I arrived at the breakfast room, I was greeted by the breakfast manager, who made a point of announcing that she had worked there for 9 years (though I heard her tell another guest it was 8—so the jury’s out). I was hopeful for the same great hospitality we’d experienced the night before.
That hope vanished when my partner—a—younger Filipino man with a degree in hospitality and years of experience working at high-end establishments in Dubai and Qatar—walked in to join me. The manager’s demeanour changed instantly. The warm welcome turned cold. No small talk, no eye contact, no kindness—just a visible shift in energy that felt personal.
We watched as every other table received friendly banter:
“How was your breakfast?”
“I made the jam myself!”
“I’ve been here for 8 (or 9) years—my Boba taught me this recipe.”
But for us? We got a flat “Are you done?” as our plates were whisked away—no warmth, no politeness. It was clear we were being treated differently, and it was upsetting to witness.
To make matters worse, we heard this same manager make a rude, unnecessary comment to another guest buttering her toast:
“Oh my, that’s a lot of butter!” she blurted as she passed by—completely uncalled for and unprofessional.
My partner, who has worked in hospitality in Dubai and Qatar, immediately recognized this kind of treatment as a red flag. He also left his own review of the incident here, which I encourage you to read for additional context.
Burrowing Owl is still a special place to us. Most of the staff were outstanding. But no matter how stunning the setting, hospitality is ultimately about people—and one individual’s dismissive, biased behavior has a way of tarnishing the whole experience. We left feeling judged and unwelcome—something no guest should ever feel, especially at a place of this caliber.
We sincerely hope management reads this and takes it seriously. You have a world-class destination here. Please ensure every guest is treated with the dignity and respect they deserve.
