El Dorado Hotel, Sonoma

We stayed at the El D 2 nights and were intrigued by the non-existant customer service displayed by both the front desk and the manager at the time. I have worked in customer service for 20+ years and was blown away by the rude displays exhibited towards us. We had bid on a pkg and discovered that all terms of the pkg were not honored after our arrival. We booked well ahead of our arrival and upon check-in were advised that the bottle of complimentary wine & breakfast would not be honored. Of course when bidding, these factors come into play pricewise. We were offered a voucher for a roll/coffee (we passed) and were advised that there was "no wine" in the area. You can imagine that we broke out in laughter at this response considering we were in the heart of wine country and the hotel restaurant was 10 steps away from where they were telling us this information. Do you think they don't sell wine in the gourmet restaurant? The hotel itself was very nice and our room was also. Be advised no elevators or assistance to move luggage to your room if this could be a concern. We were booked for 3 nights and had pre-paid for 2 so we choose to stay; however we cancelled
our 3rd night and stayed else where. So sad that such an unprofessional attitude towards customers (their $$$ we would think)was displayed by the front desk "male". We will never stay here again and recommended that others do not either. We loved Sonoma however and the square. We preferred it to the larger cities in the area. The shops/restaurants, etc. were excellent and the history is amazing-close to all wineries and beautiful drives anywhere you want to go. You know we couldn't make this
one up - it's too bizzare.