We stayed at the Meritage in Napa valley, and we had a shuttle driver named Barbara, for meritage, and she was amazing. She showed us around Napa and suggested many places to go and see, and was one of the most influential individuals on our trip!!!! She was amazing!
What a beautiful resort! They were so sweet to decorate our room for our special girls weekend and took care of everything we needed. They put our itinerary together and we had the best food and wine experiences of our lives. Dakota the bell captain was amazing and offered us exceptional service. He even went so far as to personally drive us to brunch after two of our Ubers canceled on us in a row! We also got massages in the spa and hung out in the sauna after which was all incredible.
Wonderful experience starting with a resort provided wine tasting hosted by Jack Benjes (employee) that brought local (SF) owners together with travelers and convinced that those of us from “away” that Vino Bello in the Napa Valley is a must stop (flying break) from Hawaii (us) to the east coast. This resort based get together was a real plus!
The resort was beautiful with lots to do. Be sure to take the free shuttle to downtown Napa. Driver Barbara was the best tour guide and offered a wealth of information about area restaurants and wineries! And Napa’s wine history. Fabulous trip!
I was at The Meritage for a business event. In the evening my colleagues and I went to the bar at the resort. The bar was closing at 11, but instead of simply closing on us, a member of the security team at the resort called Sergio Macias took care of our group by driving us to a nice outdoor spot at the resort, setting up the heaters and the fireplace and offerring complementary wine. We were able to continue our evening and had a great time at the resort. I would like to thank Sergio for caring about customers and creating friendly cordial and enjoyable atmosphere for everyone.
Considering the standard response from the GM of this resort on every review, not sure what the point of writing this is other than to warn other travelers. I have never paid so much for a hotel in my life and have never received such poor service either. A few friends decided to splurge and get the "luxury" hotel experience for the few days we were in Napa. The only saving grace to this trip was Gina, the concierge. She was awesome. Everyone else we encountered were completely clueless and absolutely indifferent to offering any help whatsoever. We had so many bad experiences, its hard to know where to start. 1st, we booked the room with a military discount (offered on their site). They evidently make you stay on the first floor if you reserve with that rate (albeit it was still average over $400 per night!). We were at the Grand Reserve (formally Vista Collina). Their way of "Thanking you for your service" is by sticking you next to the elevator which is EXTREMELY loud all night long. Our HVAC did not work the 2nd and 3rd day we were there but we managed with opening the patio door. The first night we went out to dinner off the resort and came back with a bottle of wine to enjoy in our room. We noticed there were two wine glasses in the room before we left and asked for another (there were 3 of us) at the desk. We were told they didn't have any. What?? Can't you just call housekeeping and get another one? Evidently not. The morning after check in, we went to the lobby to get coffee b/c our machine didn't work in the room. There was no coffee there and they said their Nespresso machine was broken as well. We asked when coffee would be delivered and the front desk person said "any time around now." So we waited about 30 minutes (this was around 7:00 am). Finally we asked him again when it was coming and his reply was he didn't know b/c he doesnt drink coffee. We asked him if he could call someone and he said "no." This is supposed to be a AAA 4 Diamond Hotel?? At check in, we were told we had one 50 minute massage with our rate and 30% off at Olive and Hay restaurant. On the second morning we had massages and booked them to the room because we were told at the spa that if they were giving us a complementary massage, it would have to be done through the hotel. When we went to check out of the hotel, we asked for a receipt and there was no spa charges on it. I told them I wanted to get this solved before we left and they had me call the spa. I was told by the spa that it was charged to the room and there was nothing they could do other than confirm the charge and the room number. The person at the front desk said nothing they could do either. Each basically stood there pointing at the other and nobody offering to fix it. We left in hopes it would get worked out before the final charge ran on credit card. It didn't and I had to call back 3 days later with essentially the same result. Nobody offering to fix it. The person answering the phone putting me on hold 3 times and then transferring me to the spa saying they would have to fix it. I'm still waiting on some resolution on that. We also went to Olive and Hay for dinner while we were there. It was okay but extremely overpriced. But hey.. we are supposed to get a 30% discount here remember? Well... evidently nobody told them. We mentioned it to the waiter. He takes our checks and comes back and says they don't know anything about it. We explain it again and he goes back and comes back with new checks. Great. Except that he only gave us a 15% locals discount. He never mentioned he couldn't do the 30% we were promised, just tried to slide it by us hoping we wouldn't notice. I called him out on it and he snatches my receipt and wads it up and says "I'm not going to argue with you over it" and walks away. I honestly didn't care about the money, it was the principle at that point. The manager comes back with new checks and the 30% but only off the food. Says that it doesnt apply to wine/liquor. That would have been good information to have from the beginning. After dinner we went to Crush and bowled. Three people and it was $25 per person per hour. We bowled for one hour and in the meantime ordered 3 cranberry and vodka drinks. I didn't pay close attention to how much the drinks were and signed the bill to charge to the room. When we went to check out the final charge was $140!! If those drinks were $20 each.. that was insane. Unfortunately, I dropped the receipt or accidentally left it there so I had no way of going back to check. I don't think they were that expensive because their signature drinks on their menu were only $15. I asked the front desk person if he had a way to pull our bill because I felt like that was excessive and was hoping they didn't add an extra tip on there. He said he didn't have access to it but gave me the number to Crush to call them to ask. We tried several times and they never answered their phone. Sadly I didn't have time to go over there in person as we had a plane to catch. I would just caution you to pay close attention to your bills as it appears this resort is trying to get one over on you at every turn. Moral of the story is.. this was NOT the experience I expected from a hotel this expensive. They really need to better train their employees to be more accommodating and they also need to streamline their process of discounts, etc and inform the employees how they are to be handled. …
Staff was excellent. Sergio was very attentive and helpful in regards to a specific event. He went above and beyond and exceeded our expectations. Adelina was also very helpful in delivering the items we requested in a friendly and timely manner. Xavier also gave us a warm welcome and made us feel so at home. Thank you for a memorable stay.
Wilbert was an excellent, attentive and knowledgeable server and the whole experience was great. The food was tasty and flavourful and the atmosphere and scenery was eye catching. You won’t be disappointed and make sure you get Wilbert!!!
This is a wonderful property with super friendly knowledgeable people, Dakota in reception was over the top. Not only did he help around the resort he was able to recommend amazing restaurants and activities around the area. Don’t miss the opportunity to visit Napa and some extraordinary people!
Great stay- attentive and kind staff. . Loved Barbara the shuttle driver especially! She showed me all the best spots to visit, eat and drink in Napa. Enjoyed the pool and gym. Nice place, good service , convenient for Napa. Would definitely come back
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