Frequently Asked Questions | Reservations

Have a question about your reservation or need to change it? CellarPass provides a convenient way to book reschedule or cancel your reservations online.

Why do I have to book reservations for your properties

Many of our partners have very limited space due to local permitting laws.

CellarPass was invented to not only help you discover new destinations and live experiences, but for our partner destinations it’s been a great solution for a very common problem, making it easy to schedule your visit or purchase tickets to attend their events 24/7/365.

So to make sure one of our destination partners can welcome you properly, make a reservation or purchase a ticket to one of their upcoming events. The service is easy to use, there’s no membership fee to worry about and you change and cancel your reservation based on their individual cancellation policies- these will be provided to you prior to booking and in your confirmation email.

Discover new destinations by downloading our iOS app.

How can I retrieve my lost password?
With so many passwords you have to remember these days, don’t feel guilty about losing yours.

Doh, you lost your CellarPass account password and you’ve looked everywhere for it, right? Have no fear, we can generate a new one for you and have it sent to you via your registered email address. Click Here to reset your password. Be sure to look in your spam folder in case your mailserver blocks the email that will contain the instruction son resetting your password.

Once you have received your new password via email, you can change it by following the instructions in ‘Changing My Password’ in this FAQ.

What do I do if I have forgotten which email address I used?

There’s a good chance that it’s your company’s email address.

We recommend that when you create an account, use an email address that you commonly use and check often. And no, we don’t serve spam here.

You can also chat with our Live operators by going to www.cellarpass.com. You will need to provide proper information for us to generate a new password for you.

How long does it take to receive a Confirmation email?

In most cases, just seconds.

You just booked a great experience at one of our destination partners and you are wondering where your confirmation email is, right?

Our confirmation emails only take a few seconds, a minute at most to be sent to you. If you have not received your confirmation email, we recommend checking your Spam filter just in case it gets trapped. If all else fails, log into your CellarPass My Account and all your history (past and upcoming reservations) will be there to review.

And better yet, you can always check our reservations through your smartphone or tablet device by going to our website 24/7.

If you don’t see the email in your normal Inbox, there’s a chance that it may be in your Junk or Spam folder. Check there or hop onto our Live Chat (available Monday – Friday 8AM – 6PM Pacific) on our website for further assistance.

Why do some destination partners required a credit card to book?
Our properties go to great lengths to prepare for your arrival and just like many other services, they want to make sure that you’ll arrive- and on time.

There’s so many times where our team has seen beautiful private events  prepared, rare library wines were opened, the cheese selection was prepared the winemaker was seated, only to hear that the guests never showed. Doh!

If your plans change, we recommend that you immediately contact the destination partner or log into your CellarPass account to reschedule or cancel your reservation.

Can I buy tickets to any special events?

CellarPass works with event organizers all over the U.S. to sell tickets to their special events.

Event organizers use our reservations system to manage reservations for their recurring events, while our ticketing platform is designed to help them sell and manage tickets to all sorts of great annual and seasonal events.

Wanna see what special events are coming up? Check out our ticketing website.

Does the system recognize I'm a wine club member?

Some may, some may not.

You’ve been a member for a long time, but that’s managed in a completely different system than CellarPass. Some destination partners opt to integrate our system with their club management system, allowing them to identify their club members and honor their benefits while booking.

If you are a current club member and CellarPass doesn’t recognize you, don’t worry. Any applicable discounts or complimentary tastings will be honored upon your arrival. If your credit card was charged after you booked, this will be refunded when you arrive, so don’t worry. Just be sure to mention this upon arrival and your host will assist you.

Can guests book through the destination partner's website?

Yes, you sure can!

Making reservations with your favorite destination should be simple. That’s why we offer a button for the destination partners to add to their website or book through our site.

Book any way you like- through your favorite property’s website, CellarPass.com or through our mobile site.

Is CellarPass PCI Compliant?

Securely storing your guests’ credit card data is no longer optional.

CellarPass goes to great lengths to protect your privacy and personal information. Your information is never rented or sold.

We follow the strict security policies that Fortune 500 companies do, providing you peace of mind that your guests’ data is safe and secure, 24/7/365.

What if I need to change my reservation?

When plans change, CellarPass allows a convenient way to make changes.

We all know that plans can change, morning, noon or night. And we wanted to make it easy to change just as it was to book. Since each reservation has different cancellation policies, we recommend that you log into your CellarPass My Account and review your options.

If there’s any doubt or further questions, contact the destination partners directly as they will be happy to assist with your requests.

When in doubt, call the destination partners regarding changing or cancelling your reservation. The proper contact information will be found in your Confirmation email.

Why can't I book back-to-back reservations?

Travel time is important- especially in wine country.

We never recommend conquering wine country by telling all your friends that you went to a dozen destination partners or so- this isn’t the county fair. There’s plenty of other things to do in wine country than hop from one tasting room to another. Soak in the natural beauty, enjoy the local cuisine and by all means-R-E-L-A-X this is a vacation!

Even if your next destination is “next door” we recommend that you take a moment to relax and enjoy your experience.

Can I call CellarPass about my reservation?

Have a question about your reservation? Get instant answers with our Live Chat.

We know questions will come up- you are excited to visit wine country, whether this is your 1st time or 100th, right? Our Live Chat is available to answer any questions regarding your reservations or if you need some recommendations.

Our Live Chat hours are Monday – Friday, 9AM – 5pm (Pacific).

What are the Experience Reviews?

Our Experience Reviews are the fastest way to leave honest feedback about your visit.

We’ve all heard the stories about how internet review sites can be skewed, inaccurate and just plain fake, right? CellarPass is w-a-a-ay different. Our Experience Reviews are  only available to guests that have placed a reservation and have been checked in, making it impossible for a fake guest to log onto CellarPass and write a review without ever visiting the destination partners.

Wanna check it out? Go to our website and check out some of your favorite destination partners and read them for yourself.

I'm a Concierge, can I book on behalf of my Guests?

Yes, and we’ll reward you for it!

Just like guests, hospitality professionals (concierges, drivers, hotelliers, etc.) don’t have a lot of free time to plan and make reservations. Hospitality folks like you can book directly on CellarPass.com or through the destination partner’s website, add their personal notes about your guest and even get recognized for placing the reservation.

CellarPass Reward Points
To encourage hospitality professionals to use CellarPass, when you place a reservation on CellarPass.com, you will earn 100 points which can be used to purchase items in our Reward Points Marketplace.

You will receive an invitation to the CellarPass marketplace as soon as you’ve placed your 10th qualified reservation through CellarPass.com.

Why do you not have destination partners in all regions?

CellarPass started in Napa Valley and continues to expand into other regions.

No doubt California has a lot of wine regions, but we know there’s plenty more out there- we’ve been to just about every one of them. But we wanted to make sure that no matter what we do, we want to make sure that we can genuinely recommend each and every one of our destinations. So instead of listing them all, we ONLY list ones that we would recommend to any of our close friends. And since destination partners and hosts can change, we secret shop our destinations regularly to ensure they maintain their quality of service and pour fantastic wines.

As we grow our coverage, we’ll announce those through our weekly Wine Country newsletter and add it to our website and iOS app.

How do I receive an invite to leave a Review?
When you arrive for your reservation, make sure they check you in.

To make sure that our Reviews are accurate, we limit who gets invited to leave reviews. So if you want to make sure you get credit for completing your reservation, we recommend that you announce your arrival by saying you booked a reservation through CellarPass and want to be checked in.

Reviews are a fantastic way to leave feedback about your experience at the destination partner. And when you do, you are automatically entered to win a trip to wine country.

If you have any further questions about joining CellarPass and would like to learn more, feel free to chat with us online with one of our Live Chat concierges.

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It’s easy to book your reservation online, but if you need recommendations, join us online and chat with one of our Live Chat concierges Monday thru Friday, 9AM – 5pm (Pacific).

  • Book reservations with your favorite destination partners 24/7.
  • Receive instant confirmations with every reservation.
  • Purchase tickets to special winetasting events across the U.S.
  • Eliminate phone & email tag
  • Discover ‘hidden gems’ in wine country.
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