モッツァレラ エクスペリエンス - マッセリア フラグナイトでのチーズ テイスティング ツアー

Thank you for taking the time to leave such a detailed review. We are genuinely sorry that your visit did not meet your expectations. At the same time, because your review contains several points that do not fully correspond to how the experience is organized or priced, we feel it is important to clarify them carefully and transparently. First, regarding the language: your reservation was made for the English-language tour, and the tour was conducted in English. For this reason, we do not fully understand the criticism on this point. If our guide briefly translated or repeated some information for other guests during the visit, this was simply an additional courtesy and did not change the language of the experience you booked. Regarding the tasting, however, we do recognize that there was confusion, and for this we sincerely apologize. The original reservation was made for 4 guests. A fifth guest was then added through a separate one-person booking. Unfortunately, this created a mismatch in the automated management of the reservations and therefore also in the preparation of the tasting. Had you contacted us before creating the additional booking for one person, we could have linked the guest directly to your original reservation and avoided this situation entirely. That said, once the issue became apparent, we should have managed it more smoothly, and we apologize for any embarrassment or discomfort caused. There is also one point we would genuinely like to understand: if the quantity of food appeared insufficient or if something seemed incorrect compared with what you expected, why was this not immediately brought to the attention of our staff? Our team is always available during the experience precisely to resolve situations like this. Had someone told us that the tasting appeared incomplete, that a portion was missing or that the table arrangement was not correct, we could have checked the reservations immediately and corrected the situation on the spot. We would never knowingly leave a guest with an incomplete tasting. We regret that we were not given the opportunity to resolve this during the visit itself. Regarding the tasting, our direct Group Mozzarella Experience costs only €30 per person and includes the guided visit, the cheesemaking demonstration and a substantial rural tasting. Depending on daily production, this generally includes a large selection of our own products, often around 10 different cheeses, together with cured meats, focaccia, bread, taralli and other products from the Masseria. The group format can accommodate up to approximately 30 guests. We completely understand that, when a departure is sold out, the experience may feel busier and that guests standing further back may sometimes have more difficulty seeing every stage of the cheesemaking demonstration or hearing every explanation. This is a fair observation, and we take it seriously. However, not every tour has 30 guests. Some departures are much smaller. For example, there are days when the same tour has only 15 or 16 participants. The group format allows us to keep the price accessible while still offering the visit, the Cheesemaker demonstration and a generous tasting. Regarding the beer, we must be very clear. Our craft beer is listed at €5 per bottle. The price is displayed in our price lists and is not hidden. It is a fresh, locally produced craft beer served directly at the Masseria. Therefore, the statement that the normal price is €6 does not correspond to our current price list. If you have a receipt showing that you were actually charged €6 per beer, please send it to us. We will immediately check what happened and, if there was an error at the till, we will of course correct it. At the same time, the suggestion that a locally produced craft beer served at a farm should cost €1 or €2 is simply not realistic in our context. Guests are always free to check the price before purchasing, and our prices are openly displayed. We also want to clarify that there was no intention whatsoever to pressure anyone into purchasing products after the tasting. Guests are simply asked to return the tasting basket to the shop area after the experience. Whether or not they purchase anything is entirely their choice. We are aware that no business is perfect and that mistakes can happen. In your case, we clearly had an organizational issue caused by the separate reservations, and we sincerely apologize for that. What we cannot agree with, however, is the suggestion that the experience is deliberately misleading, poorly managed as a general rule, or that our prices are hidden or unjustified. Fortunately, we have received many, many reviews from guests describing experiences completely different from the one reported here, particularly regarding the generosity of the tasting, the quality of our products, the professionalism of our guides and the hospitality of our staff. Of course, this does not invalidate your experience. A negative review is still useful to us, and we will use it to improve our internal coordination. What we regret most is that you left disappointed without giving us the opportunity to resolve some of these issues while you were still with us. If you are still in Puglia, or if you return in the future, we would genuinely be happy to welcome you back to Masseria Fragnite as our guests, at our expense, on a quieter day. We would like to give you the opportunity to experience the Masseria again in a calmer setting, with more time and attention, and hopefully leave with a very different impression of our work and hospitality.