Jefferson Souza
Google
1- Review for Nickel & Nickel Winery – Disappointed on a Special Day / 2- Response to the review
1- I don’t usually write reviews like this, but I felt it was important to share our experience at Nickel & Nickel, especially because it was meant to be a special moment during our anniversary trip through Napa Valley.
We were truly excited to visit, having admired the winery and its reputation for producing great wines. Unfortunately, what we hoped would be a beautiful memory turned into the most disappointing stop of our trip.
We arrived just 2 minutes after our scheduled time, a little rushed but still full of anticipation. From the moment we stepped in, though, it felt like we were being hurried along. Our host, while knowledgeable, made the entire experience feel transactional like he was more interested in making a sale than in offering us a warm, memorable visit.
Before the visit, we added a cheese plate to our reservation at the time of booking, something we were really looking forward to. When we arrived, we were told it wasn’t on the reservation, even though I showed proof that it was. The initial response was that it would be taken care of, but minutes later, we were told we’d be refunded instead. It felt dismissive, and to be honest, there was no real attempt to make it right.
What hurt most was that we were celebrating our anniversary. Every other winery on our itinerary made us feel welcomed and celebrated. At Nickel & Nickel, we felt rushed, overlooked, and frankly unwelcome. It’s unfortunate, because we genuinely respect the quality of the wine. But hospitality is about more than what’s in the glass it’s about the experience, the people, the effort.
Because of how the visit was handled, I’m kindly requesting a full refund, not just for the cheese plate, but for the tasting experience as a whole. We came in with excitement and left feeling disappointed on a day that was supposed to be special. I hope this feedback is taken in the spirit of sincerity with which it’s written.
2- Response to the review
After we shared our honest feedback with the winery, we were truly surprised and incredibly grateful for the thoughtful and heartfelt response we received from their Hospitality Manager, Dominika. She not only acknowledged our concerns with sincerity and care but also went above and beyond by refunding our tasting fees and offering a bottle of wine as a gesture of appreciation.
This response was completely unexpected and really changed the way we felt about It, it showed us the true character and values of the people behind the wines.
We still believe in the quality of Nickel & Nickel and, the integrity of their team. When we return to Napa Valley, we’re open to giving them another chance and experiencing the hospitality they’re clearly committed to delivering.
Thank you again to Dominika and the team for handling the situation with such grace. It meant a lot.