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Anna M

Unauthorised Credit Charge

1.0 of 5 bubblesReviewed Nov 22, 2023
Room, breakfast was good.

Experience soured by the hotel charging $870US against my credit card the day AFTER checkout and after payment had already been taken out prior.

After many efforts contacting customer services the charge is still held against my card over a week later
Date of stay: October 2023
Trip type: Travelled as a couple
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Scott Curran, General Manager at Hilton Garden Inn Napa, responded to this review
Responded Dec 2, 2023
Thank you for sharing your experience. We are sorry to hear that there was an over authorization on your card. Please call the hotel directly (707)252-0444 if this issue is still persisting. We hope you reconsider staying with us in the future. Have a wonderful day.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (1,263)
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13 - 18 of 1,263 reviews
Reviewed November 19, 2023 via mobile

We had an incredible stay at the Garden Inn. It was our anniversary and Kate made the stay extra special for us and welcomed us with a bottle of wine. She continued to check on us throughout our stay. Billy was our server daily for breakfast and was friendly and attentive. We highly recommend this stay!

Date of stay: November 2023
Trip type: Travelled as a couple
Thank 227kristic
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Scott Curran, General Manager at Hilton Garden Inn Napa, responded to this reviewResponded November 23, 2023

Thank you for sharing your experience. We are so glad to hear our Front Desk agent Kate and F&B manager Billy received your team member recognition! We look forward to welcoming you back. Have a wonderful day!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed November 11, 2023

Enjoyed a 2-night stay here for our anniversary. We stayed in a King Bed with Whirlpool room. It was very spacious probably because it was located at the corner of the building at the end of the hall. There was a little bench next to the tv console with a space under for your shoes, a table with 2 chairs, a couch with coffee table, and plenty of lighting. The bathroom was very spacious as well with a 2-sink vanity, the whirlpool tub, a separate shower, and a toilet room with a door. Pros: very clean; friendly and helpful front desk staff; water, ice tea, coffee and cookies offered in lobby at various times; clean, simple, modern decor; bed was comfortable; free parking. Cons: need to drive to downtown; can hear the upstairs occupant’s footsteps; not a good window view. We did not take advantage of but they do offer Happy Hour with reasonable prices, a restaurant, bike rental, a game room, pool, patio. Cost per night is reasonable compared to other hotels, esp downtown. The cons would not discourage me from returning. This not the hotel for you if you like to be where the action is, but I would definitely stay here again.

Room tip: Try Angèle’s Restaurant & Bar and Napa General Store for delicious food. English muffins sold out early at Model Bakery on a Friday morning.
Date of stay: November 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Ventinonfatlatte
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Scott Curran, General Manager at Hilton Garden Inn Napa, responded to this reviewResponded November 23, 2023

Thank you for sharing your feedback. We are so glad to hear you enjoyed your stay. We look forward to seeing you again. Have a wonderful day!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed November 5, 2023

Very friendly staff. Trip Advisor forces me to include a minimum of 200 characters (which feels like a middle school English assignment, by the way) but they can't require me to make relevant comments. Very Friendly Staff.

Date of stay: November 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank ArrowheadPride
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Scott Curran, General Manager at Hilton Garden Inn Napa, responded to this reviewResponded November 11, 2023

Thank you for sharing your recent experience. We are so glad to hear that our front desk and housekeeping team was able to accommodate your early check in request and enjoyed breakfast with us. We look forward to welcoming you back. Our goal is to make your stay better and brighter. Have a wonderful day!

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Reviewed November 5, 2023

Surprisingly good breakfast choices and quality. Clean and comfortable. The best thing was that we arrived very tired in the early evening and discovered that they have a bar and restaurant. Excellent cabernet. Very good cobb salad and fish and chips. Saved us having to gather up the energy to go out again!
Suites are nice with very spacious bathrooms with jacuzzi (we didn't use it) and two sinks.

Date of stay: October 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Lana c
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Scott Curran, General Manager at Hilton Garden Inn Napa, responded to this reviewResponded November 11, 2023

Thank you for sharing your recent experience. We are so glad to hear you enjoyed our restaurant and found our rooms to be clean and comfortable. We look forward to welcoming you back. Our goal is to make your stay better and brighter. Have a wonderful day!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed October 31, 2023

First time at this HGI - and there is no doubt we will return in the future. Very friendly staff, more than willing to assist with a room upgrade for Diamond status travelers. Hotel is spotless - very nice pool area, pool table (outside!), and game room. One thing I was very appreciate of, is the fact that breakfast is covered (for Diamonds), if you prefer not to use the $10 food and beverage credit for something else. We had stayed at an HGI in the South Bay earlier this week, and they gave $10 credits, meanwhile charging $25 for breakfast - that is not a "benefit". Kudos to the management of this hotel for making the choice on that breakfast option. Strongly recommend this hotel!

Date of stay: October 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank kjk411
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Scott Curran, General Manager at Hilton Garden Inn Napa, responded to this reviewResponded November 5, 2023

Thank you for sharing your recent experience. We are so glad to hear that you strongly recommend our property! Our goal is to make your stay better and brighter. We look forward to welcoming you back. Have a wonderful day!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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