Rated 2 out of 5 by CA12 A Very Disappointing Westin
My stay at the Westin Verasa was one of the worst hotel experiences that I have had in a long time. I travel a lot for work, vacation, etc. and am SPG gold and this hotel was just not as good as it should be. The front desk staff was over-worked and rushed us through the check-in process without providing breakfast vouchers (more on that later). Our room was large and clean, but overlooked a giant AC unit and the busy main road at the front of the hotel. The gym had terrible machines, most of which were not working properly, nor was the water dispenser. The free wine tasting and food event was pitiful compared to what other hotels do in Napa. The most infuriating experience came when we tried to use breakfast vouchers at the hotel restaurant the next morning. Since they didn't provide the vouchers at check-in, it then became an issue when they claimed that the room was only booked for 1 person and, thus, one voucher. I had to leave my meal in the middle of it to discuss this with the hotel manager. The person at the front desk listen to my woes, gave no indication of sympathy or helpfulness even though I am SPG gold and the manager never showed to speak to me face-to-face! The front desk employee returned giving me a second voucher, but only after saying that they "never" do this and that I should not expect this to ever happen again! How rude! Overall, I really did not like this hotel and it appears to be poorly managed. I realize that it's a low-bar for larger hotels in Napa, as there aren't many, nonetheless, I expect more out of Westins. I'd never stay at this hotel again.
January 18, 2012
Rated 3 out of 5 by fromvt24 they don't like singles.
I do think this is a great hotel if you are a couple. I wanted to treat my sister and a friend and have a girls weekend. When I scheduled my reservation I tried to use my Starwood points. The man I spoke to said it was 36K points a night!! In reality it's 12k. Also, I asked for a room with double beds and was told that is what I was getting. When I got to the hotel they told me they don't have any rooms with double beds. And the manager actually said to me "we cater to couples here, not individuals." I was very offended they don't want "indivials". I will only stay at Starwood properties but the customer service here was upsetting.
April 16, 2012
Rated 5 out of 5 by msd73 A beautiful hotel with outstanding service
The hotel is beautiful and the pool is great. Breakfast is incredible -- make sure you get an English muffin! They are from the Model Bakery and are likely the best English muffins in the world!
The staff is truly amazing. As we were leaving, housekeeping and valet drivers both wished us a safe trip home and said they would remember us when we returned. It's very unusual to get such personal service, especially at departure.
I don't think the hotel had a spa and there is no gift shop. However, they do have items at the front desk if you forgot to pack anything.
Location-wise, you are right next door to the Oxbow Market (0.2 miles) and the Napa train.
August 13, 2012
Rated 2 out of 5 by Rob81 Did Not Make Vacation Easy
There were many issues with this hotel stay. First when I checked in there was no recognition that I was a Starwood Gold Member until I openly mentioned that I was just before a key was handed to me. I then asked for the Green Choice of not having maid service during my stay, but I have yet to receive any points for that. Then when we got to the room, it was on the first level with traffic of people walking directly in front of the window able to peer into the room, this felt like more of a motel than a nice hotel, and there was certainly no view to enjoy. The worst part was speaking to the concierge and requesting recommendations for wineries to visit that had good white wines. We were told to go to three vineyards and to avoid some. We found out that the vineyards that were recommended have only one white wine and specialize in reds, and that the one we were told to avoid is known as one of the best for white wines. In fact, when we called back the concierge to find out what was going on, the person told us to ignore our initial itinerary and to focus on three different vineyards. It was also disappointing that reservations were not made by the concierge when we were told they would be at these vineyards. Finally, when I checked out I asked for the bill to be emailed to me. They never emailed the bill and didn't even put it under my door. So I have no idea how much we've been charged, will have to look at my credit card bill for that!. Furthermore, after checking out I asked if we could print out our boarding passes somewhere. They pointed me to a business center after collecting my keys. The business center is a bit out of the way and removed from the lobby, when we got there we realized it was locked and could only be opened with a hotel room key, which we no longer had and there was no staff nearby to open the door for us. The hotel did not ruin our vacation, though it certainly felt like they tried!
May 23, 2012
Rated 3 out of 5 by Sunbox11 It's my home away from home, BUT...
After staying there nearly every 8 weeks for the last year, the front desk never seems to remember us. Although my SPG Platinum was supposed to be attached to my corporate account, it has never been. Every time I check in, I have to ask the front desk staff to correct it and they always fail to. Thus, I always have to remind them that I am SPG Platinum and entitled to certain benefits. It doesn't feel good to have to request recognition when I earned it. Whenever I stay at other SPG hotels, they always say "welcome back." I stay at the Verasa the most and am never remembered by their front desk staff. In fact, they always ask if it's my first time there. I probably have stayed there 10+ times in the last year. Moreover, I have a corporate account, but can never get the corporate rate without calling in and requesting a favor. Corporate rates should be there to reward people for their multiple stays and should be available as long as a room is available to thank us for our loyalty. Rooms are available, but I have to beg them to honor my corporate rate...??? Having a corporate rate at the the Verasa is such a hassle. They definitely don't appreciate loyalty or they would act more appropriately when corporate members reserve rooms. We enjoy the comfort of the room, the gym, the relaxed elegance of the hotel and especially the valet and bar staff. Being frequent travelers for business, we consider the Verasa our home away from home. Unlike the front desk staff and management, the bar staff and valets make us feel special and know us by name. The valets always say "welcome back" and seem very happy to see us. All of them seem to know us and make a special effort to make us feel welcome. The Bank bar staff is wonderful and know us by name, as well as remember our drink and food favorites. We highly recommend Garth and Bobby, who are fabulous assets! The front desk should take a lesson from the valets and bar staff. They should take the time to get to know regulars, so should management.
September 8, 2012
Rated 2 out of 5 by Linnard Great hotel. Customer service needs improvement
The bed was like sleeping on a cloud. The service at check in was less than adequate
June 15, 2014
Rated 5 out of 5 by ChicagoLar A wonderful Hotel in Napa Valley
My wife and I stayed at the Westin Verasa from July 19-23 and thoroughly enjoyed our stay. Our upgraded room was amazing: living room, kitchette, dining room, and a balcony facing the Napa river (what a spectacular view). The staff (especially the vallets and the staff at the Bank Restaurant and La Toque) are polite, courteous, and very respectful. Finally, our dinner at La Toque might have been our single finest dining experience (we are Chicagoans blessed with a plethora of outstanding restaurants, so this is high praise). We would, without hesitation, recommend the Westin Verasa to anyone planning on visiting the Napa Valley.
July 26, 2012
Rated 5 out of 5 by BetsyV Great Hotel in Great Location
What a wonderful Westin property! We were upgraded to a suite and from the minute we stepped into the lobby, we felt welcomed and treasured. Hotel is great, rooms comfortable and quiet, fantastic fitness room, and wonderful location. Loved the evening wine tastings and the patio and pool are beautiful. It is located within walking distance of downtown and even closer to the Oxbow Market with great shops and restaurants. The only issue we had was with the guest self serve laundry and it was not the fault of the hotel but of a disrespectful staff member. Would go and stay at this hotel again in a heartbeat.
April 7, 2014
Rated 3 out of 5 by KJP2 So-so or Not-so
Hard to relax when you have room service banging on your door repeatedly in the early morning (in spite of the DND sign on the door). Management couldn't stop it. When I finally opened the door (in my underwear), the room service clerk had a full cart and a bill for $80 - with my Name at the bottom. Only problem is: WE DID NOT ORDER ANY BREAKFAST. Obviously a room mix-up, but the clerk kept insisting that the food was for me. Totally disturbed our relaxing in-room morning. The hotel manager said he would put 2K of points on my Starwood account - NEVER saw that happen. I wouldn't come back to this hotel if they paid me! KJP.
January 2, 2014
Rated 5 out of 5 by DaveToo I will be back
It is not often I say this, but I was so comfortable at your hotel I will almost certainly be back. I enjoyed my stay, even thought it rained the whole time I was there. The suite room layout was very nice, and I liked the materials in the bathroom. Of special note was the bartender who mixed fantastic drinks the night I arrived, along with the late dinner - the port was excellent. The peaceful setting near accommodations - close to old Napa for a nice lunch and near Walmart for emergency travel needs was good. I was unable to take advantage of the fitness center due to recent surgery, but look forward to it on my next visit.
December 5, 2012
Rated 4 out of 5 by Ginger Wonderful Weekend!
The hotel is very nice and the staff is exceptionally nice as well. Christopher, Conciegre, assisted us prior to our arrival and he was an absolute dream to work with. I didn't have to worry about a thing before we got there.
The only item I would make note of is the communication we had once checked in. Room attendants kept coming to our room unannounced for deliveries and such and it was very frustrating. It woul be nice to be called first before people knocked on the door. I was paranoid for the rest of the trip that if we didn't answer right away, they would just come right in.
Other than that, a great weekend getaway!
March 4, 2013
Rated 5 out of 5 by drlamarca Wanderlust in Wine Country
I travel to Napa frequently on business. I have a few criteria that, if met, more or less, dictate how my stay will turn out. From the moment I arrived at the Westin in Napa, I knew this would be a great stay. The suite I was given gave me the feeling I had just come home rather than staying in some strange hotel. The staff was excellent. The facilities were immaculate. The pool area was filled with folks enjoying themselves and I loved every minute of my time there. From the front desk, room service and housekeeping folks as well as the valets, and on to everyone else, this hotel gets TOP ratings from me! See you next week,
August 26, 2012
Rated 4 out of 5 by cat1217 platinum
no platinum upgrade
location of room was horrible
front desk clerk not at all helpful .
according to website day of arrival there were better rooms available but according to desk clerk not for us!
June 10, 2014
Rated 5 out of 5 by Ognjen Great service
We came to celebrate our daughters 9th bday and wanted to have a nice dinner and an easy 1 night stay. Jennifer K. at the front desk upgraded us to a suite which is was just wonderful. She felt like we needed to have more space given that there was 4 of us there ie my wife, our 2 daugthers and myself. She did that without me asking for it at all. This is what I call great service ie the hotel recognizing the need without being asked. It doesnt happen often at many places where I stay. The hotel is very nice, in a good location, with a huge hot tub which my kids loved. Overall, great stay, great service. Highly recommended.
December 9, 2011
Rated 3 out of 5 by Paula1522 Nice Location
This was close to the wineries we wanted to see, but with the exception of our bartender, Jonathan, and the car hikers, the staff was relatively helpless and unresponsive. The front desk team was unable to correct most issues that we brought to their attention and acted as if they knew nothing about the area. Seriously, the abandoned Copia Museum is in the Westin's backyard and not one person on staff knew about it? ...Really? The New Balance offer was not clear in their minds? Not impressed. It also made absolutely no difference that we were wine club members at many wineries or that we were SPG. Not sure what benefits SPG offers as it did not seem to matter here.
January 6, 2013
Rated 3 out of 5 by AzMax Staff need customer service training
Desk staff just don't have a customer-friendly approach. On Wednesday they promised me a newspaper delivery to my room Thursday morning. It didn't happen. I went to the front desk to complain and asked for a delivery Friday morning. None.
When I went to the front desk on Friday to request a late check-out, the desk clerk waited on the woman ahead of me, then told me to wait, be patient, while she worked on her computer, finally, after a few minutes, asking what I wanted. Just not the way I am used to be treated as a Platinum Starwood member at Ws and Sheratons and Westins. The hotel is clean and lovely, but the staff need further training on being customer friendly.
October 28, 2013
Rated 5 out of 5 by Rambo29681 Just plain heavenly
This is the most lovely hotel I have ever visited. The valet service is timely and professional. Dustin, one of the front desk reps, went above and beyond to recommend bars and restaurants. The lobby and common areas are stunning- the indoor-outdoor concept with the firepits and Unwind program.
We were upgraded to a one bedroom suite for our celebratory vacation. Upon entry into the room, it was clean and well appointed and airy. The huge bathroom and balcony and fully equipped kitchen made it great for the friends that joined us on our trip to hang out.
The room service was delicious and shuttle service quick.
I adore this resort and would recommend it to everyone.
March 25, 2013
Rated 5 out of 5 by Adam Another Great Stay at the Westin Verasa Napa
I've stayed at this hotel at least five times. The property is beautiful, new and well maintained. It is relaxing and beautiful and is decorated in a way that matches well to the Napa community. The staff is amazing - the bell hops, concierge, front desk, housekeeping and the restaurant staff were all great. I was superbly impressed that every interaction was focused on making my wife and I feel welcomed at the hotel. During our stay, we were introduced to the General Manager of the hotel. Don met us personally to make sure that all of our requirements/expectations were exceeded. This was a great stay and we highly recommend this property to anybody looking for a relaxing break.
March 9, 2012
Rated 4 out of 5 by geezer An Area Problem
We enjoyed our stay at the Westin Verasa. The room configuration was perfect for us -- 2 bedrooms and 2 baths with kitchen and dining area. Great location so close to Oxbow but we were 3 seniors who know Napa well and wanted to eat at restaurants a bit farther away. We prefer to go out for lunch. We should probably not be driving at all and certainly should not be driving after lunch with wine. The concierge finally got us a cab after I spent a considerable amount of time getting busy signals. Ridiculous not to have some sort of cab service easily available. The hotel could help more but won't. Something needs to be done. You would think they'd be happy to have us off the streets.
June 2, 2013
Rated 1 out of 5 by RC2012 Disappointed
The hotel was beautiful and the rooms were very nice and clean. The staff, however, was very disappointing. Our room was located on the second floor just above the bar tables on the patio. On the first night, after enduring the loud noise for a few hours, I finally called the front desk to complain at 12:00 am. I was told they would take care of it but never did. Called back again 30 minutes later and was told the same thing but to no avail. The second night there it was just as loud. I called the front desk three times that night and each time they told me they would take care of it. They never did. I wonder if this location wants to be in the bar business or the hotel business??
April 29, 2012
Rated 5 out of 5 by Rodgers12 This hotel in downtown Napa has to be one of the best hidden secrets in the country
We could not have been treated any better by your staff! We dealt with two people who talked to us like we had known them for a long time. Very friendly and informative. We could tell they have been trained extremely well , professionally. The suite we had was the best ever , I will definitely recommend the Westin to others .
Thanks so much for making our stay with you outstanding.
May 24, 2014
Rated 4 out of 5 by Mmeg11 A weekend in Napa
The staff was friendly,and cooperative, I would stay again
June 3, 2014
Rated 2 out of 5 by RosalindB Disappointing for the price
When you spend the kind of money we did for a hotel room in Napa, you expect more than an average room with no balcony. Tiny pool and equally small workout area. For what we received, I would have expected to pay half of what I did. Did not get upgraded even though there were rooms available. Won't stay here again.
May 27, 2014
Rated 5 out of 5 by Fred complaint
We enjoyed this hotel and the staff was exceptional with their continual greeting.
My two negative comments follow, The time for daily room cleaning was too late - 4 to 5 pm impeded our entertaining friends in our room and or getting ready for dinner.
Also our last night while dining aprox 5:30 pm in The Bank, our dinner was disrupted as the staff started to remove and then rearrange all the tables around us. When ask what was going on we were told that they were preping for arrival of rock festival people at 10:00 pm. Not what I expect from Westin for any guest. At least we should have been advised that this was going to happen and then we would have selected another diner location.
May 14, 2013
Rated 4 out of 5 by BostonArl Great hotel, great location, service uneven
The hotel and amenities are beautiful. Location best in Napa. Some staff underperform, others are stellar. Valet looked puzzled when I handed him my car key. Concierge had no idea where serious biking could be found (suggested Silverado Trail,,,really??). I asked bartender about the chardonnay - he responded by pouring me a glass rather than a taste! (OK...). On the plus side, my patio door was broken and service appeared immediately. Confirmed it was broken. I really wanted to hang my wet bathing suit out there. No other rooms available so the front desk gave me points and a late checkout for the inconvenience. Reception in general was excellent - could use stronger supporting cast.
March 24, 2013
Rated 5 out of 5 by plaquemaster7105 Top Rated Resort
Overall excellent facilities...pool, gym, lecture hall. The rooms were well appointed and comfortable. The beds were outstanding!! If I could give 10 stars for the sleep comfort, I would. The staff was spot on, obviously well trained and motivated. Everyone I dealt with was friendly and helpful, especially the gents in valet parking. The hotel is well located within walking distance of historic downtown Napa and short rides away from the Silverado Trail and Cali29. My only disappointment was that my stay was far too short!
April 28, 2014
Rated 5 out of 5 by Oddballpdx Anniversary getaway
Perfect Stay, Great Staff!
June 2, 2014
Rated 4 out of 5 by KelSwa Great hotel, service was lacking
We stayed here for 2 nights and the hotel itself was fantastic. Great location, we were in a 1 bedroom suite, so the room was larger than average and overall the hotel itself was great. The service was lacking. We waited almost 10 minutes to be greeted at the bar our first evening, then another 10 to have our bottle of wine served. The next day at the pool the cocktail waitress never came around, so we went back inside to the bar to order drinks, which took about 15 minutes. I asked for a cup of ice 3 times, which I finally received. Then the bill was wrong (we were charged twice for the same drink). It was an expensive weekend for the price of the stay and the level of service received.
October 1, 2012
Rated 5 out of 5 by Scottb64 Trouble
My stay was awesome as usual. One thing that did happen was while I was having dinner at the bar another patron had too much to drink BEFORE he arrived. The bartender, doing his job, asked if the guy was OK. At that point the guy started screaming at the bartender. He then put on his coat and walked into the kitchen. Evidently he knew the bar manager and that is why he was there. I just wanted to give some great praise to Garth. He handled himself well, better than I would have, and made sure all the rest of the customers were shielded from this guy who was not acting right at all. GODD JOB GARTH!
January 13, 2013
Rated 4 out of 5 by Timmy100 Fantastic hotel
The suite was really nice. The only negatives are that the hotel bar closes at 11p and the two male bartenders working Thursday were not interested in being friendly to guests. Another ding goes to the front desk that wouldn't let me have replacement complimentary water bottles even though I was there two nights... she did offer to sell me some water. One great staff interaction was a woman from behind the restaurant front desk came out to help point my colleagues in the right direction-she is definitely Westin quality customer service. The cleaning staff in the hallways were always friendly too as we passed by to our room. The parking valets were friendly and fast getting our car at checkout.
July 20, 2013