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 History28 A perfect stay in Napa
We never had a chance to stay here before as our trips to Napa usually just involved a day trip from San Francisco. So we were excited to stay and we were delighted to enjoy all this hotel has to offer. Here are some tips: 1) ask to stay in the back of the hotel in order to enjoy the beautiful views; 2) the platinum amenity continental breakfast is outstanding--one of the best we have had anywhere; and 3, it is an easy walk into downtown where you can choose from several restaurants. When we return to Napa/Sonoma, we will make sure we stay overnight to enjoy more of this Westin!
October 28, 2013
Rated 4 out of 5 by Atlantaweekendoct2013 Great staff... except for the Bar
Everyone at this hotel is friendly and very accommodating, except at the bar! Hotel desk staff was awesome!! Our shuttle driver, Eugene, was awesome as well! The bartendar - Garth - he could use some customer service training. Not only did he "mock" me while I was sitting right in front of him at the bar, but he decided not to wait on us and sent a manager over instead. We let the manager know we decided not to order due to Garth's attiitude. We notified the front desk and they said they would ensure we received good service. so we went to the patio and basically they brought us water and ignored us the rest of the time we were there; however they did wait on the other 2 women who were sitting on the patio. we reported this to the manager at front desk as well. they were very appologetic and advised us that the bar at this hotel is not Westin managed but a 3rd party. I hope they don't treat the majority of your SPG guests this way!
October 28, 2013
Rated 5 out of 5 by Robber Par excellance
Westin excellence in all aspects.
October 22, 2013
Rated 2 out of 5 by full59 Not a great experience.
When we checked in were told they over booked the hotel so they downgraded our 2 rooms we had reserved. They did give us a $100 credit for the downgrade but it is not what we reserved. Also, at breakfast in the dining area we waited over 15 minutes before we had to go ask the hostess to send a waitress over to our table. The next morning we decided to not wait for terrible service and purchased breakfast to go - the hotel charged an automatic tip of 15% on our purchase which was self serve coffee and picking up yogurt out of a bin. We have stayed in many different Westins and always have been pleased but we would
not recommend this Westin hotel.
October 21, 2013
Rated 4 out of 5 by Phil1950 Well Run Facility
We stayed at the Verasa as part of a wedding party. The location was excellent for walking to downtown Napa. The rooms were clean and facilities well maintained. The staff was very friendly inclduing a personal visit from manager shortly after arrival to assure that everything was OK. Nice and quiet and relaxing. Accomodated my wife's request for a fruit smoothie one afternoon even though it wasn't on the "menu". We attended a weding brunch on Sunday at the hotel which was very well organized.
October 21, 2013
Rated 4 out of 5 by Maui42 Great facility, minor issues
Overall an excellent stay, with helpful friendly staff and great location. The covered valet parking and workout facilities are nice. The free WiFi didn't work well in our location in the hotel, room 3095. Also the TV didn't receive channel 2 and 3 clearly. Something wrong with the digital signal.
October 18, 2013
Rated 5 out of 5 by Mark222 Great property in downtown Napa
This new property is beautifully designed and has great amenities, plus it's dog friendly! I'll definitely stay at this Westin again.
October 13, 2013
Rated 5 out of 5 by claudia01 Great Location
We drove so we would have our own road bikes. The location is a great starting place for many great road rides for all abilities. We are able to walk to many fine and casual dining spots for dinner. The bell staff is wonderful and remembers from year to year. A must stop in wine country
October 7, 2013
Rated 5 out of 5 by KnightLady Perfect Napa location
This was the perfect location for visiting Napa. You can walk to downtown and also to the wine train. Easy to reach hundreds of wineries from either Hwy 29 or Silverado.
October 7, 2013
Rated 5 out of 5 by FLAero52 Great hotel for Napa stay
I stayed in a 2 bedroom suite. It was fabulous. Best beds ever! Clean, nicely decorated. Great shower, robes, towels.
The gym was clean and had great equipment. I used it every day that I was there. I highly recommend this hotel.
October 4, 2013
Rated 5 out of 5 by Karen247 Relaxing Experience
This hotel was well located and had very comfortable and large rooms. Good location to Oxbow Market and downtown Napa. The front desk staff was very friendly and greeted us as SPG members. We didn't get an upgrade, but understand it's high season for Napa Valley since we travel there a lot. Can't wait to visit there again! Will have to make sure we arrive on a Thursday or a Saturday, though, since Friday evening drive traffic from the airport was miserable in peak season.
September 30, 2013
Rated 2 out of 5 by EMKDC Huge, mass production hotel and no Starwood points
This is a very large hotel, with bus loads of people coming and going. Our room had a kitchen in it, something I cannot ever imagine a need for in Napa Valley. I booked through a prepaid deal I found on the Internet, and only found out upon checking out that I therefore got zero Starwood points. There should be prior notice of that. I am going right back to the Baressano in Yountville, a far nicer place.
September 30, 2013
Rated 5 out of 5 by santri1969 Very central and modern Napa property
Stayed at the Westin Napa - got upgraded to a 2 bedroom suite courtesy my ambassador, great helpful staff, gym and very central to downtown Napa. Really liked it and we will be back - highly recommended.
September 27, 2013
Rated 4 out of 5 by Christoph Fine Westin, a walk from Downtown Napa
This is a fine hotel that I instantly disliked. The property is in good condition and service was great but I was put off by the colour scheme and our suite was rather dark - we had a kind of inverse corner room/suite. The food was great and the daily mini wine-tasting in the evening was a nice touch.
September 26, 2013
Rated 1 out of 5 by Cltnc Motel 6 experience at Westin pricing
Terrible staff it seemed like every employee was in training, heating and cooling did not work in the room and they could not fix it. Wifi would not work on the third floor and they just said everyone complains that the signal is weak on the third floor and took 10 dollars off the bill. Unacceptable of a 400 dollar a night room
September 25, 2013
Rated 3 out of 5 by ndavis801 NO restin’ at this Westin
Apologies for the pun. While this property is nice there we expectations that were missing from this stay.
This Westin located in beautiful Napa Valley California. Typically a location for relaxation, and wine tasting. We arrived and were checked in, for a 3 night stay, very quickly, the staff was friendly, but I felt they were going through the motions rather than genuinely making me feel welcome. Because I am a platinum member, I was told that there were no upgrades available, I understand that upgrades are upon availability, but was offered a few rooms in different locations in the hotel. I asked for the quietest room and was given a room viewing the river. What they didn’t mention was that there would be an event going on until well past 1:30 AM. This was some sort of company event, with lots of noise. There was then another very noisy event the second night that went on until at least 2AM. Both nights whooping and hollering until the AM hours. The next morning I made mention of it and was told that there were several complaints. The last evening was thankfully quiet, however we awakened at 6AM by not one, but two calls from the front desk asking if we had called for a cab. We gave up on having a restful stay, and decided to just leave early.
Other issues: Wifi was extremely poor in the room. In the hallway the connection was very strong. I had to use the Ethernet cable, however the bandwidth was very poor for sending large files.
Our room was either extremely hot or cold, and our A/C would shut off in the middle of the night so we were up every couple of hours to turn it back on. I mentioned this upon check out and was told that “this was a green hotel” meaning energy efficient. The rooms have motion detectors, so if there is no motion the A/C will shut off and that I could have called for an override. This was a learning experience as I have been with Starwood for nearly 10 years and have NEVER been told about this.
Upon checkout, I was asked if I had a wonderful stay. I decided to gently let the checkout person know about our stay. Basically I got a sorry shrug with an unemotional apology and no offer of “making it right”. In the very few times that I have had a less than wonderful experience I have at least been given points for the trouble.
Room was typical, a little oversized. Beds and linens were wonderfully comfy which would have been really nice if we could have gotten some sleep. Bathroom was larger than most hotels. Shower only, no tub. Hotel has been updated, but the hallways are a bit worn. Free coffee is available until 9AM for Gold and Platinum members. Resort fee of $20 is discounted to $10 for platinum members and includes valet parking. Location is very close to wine trails.Gym facilities were wonderful! Lobby was nice. Downtown and Oxbow are within walking distance. Wine train is right across the street. Staff was going through the motions. Friendly enough but in no way were they the typical over and above of most Westin hotels. The exception to this was the Valet team. They were extremely friendly and helpful.
Will we be back to this property? Not for a very long time, or until I see consistently good reviews. Such a disappointment.
September 23, 2013
Rated 5 out of 5 by VikkiSixty Overall A Great Experience
The Westin Versa is wonderfully located near the heart of Napa. Our arrival was warm and friendly with a quick check-in and a lovely, clean suite waiting for us. The staff in The Bank are excellent as is the food. The best people , bar none, are the first ones to greet you, the valet and the bellmen, and the people at the door. I am so impressed with these super nice folks that were so eager to help the moment we pulled up to the hotel entrance. You know you have a good hotel when you are greated by these kind of employees. And Westin Versa is very good!
September 21, 2013
Rated 5 out of 5 by roundtheworld85 Perfect stay in Napa
We only had one night here at the Westin in Napa but it was just perfect. From the courteous valet and front desk staff to the concierge, everyone at this hotel was very focused on making us feel welcome. My partner and I spent about 10 minutes talking with the concierge and planning our day and she was extremely helpful. All her suggestions were perfect for us with a beautiful winery tour, great wines, and a delicious dinner. Thanks a lot for the memorable stay!
September 20, 2013
Rated 5 out of 5 by Ronnythebear This hotel was amazing!
My wife and I went here for our honeymoon and I wish we could have stayed longer. We had nothing planned and the concierge planned an entire day for us. She even informed the restaurant we were on our honeymoon. The grounds are beautiful with a fantastic saltwater pool and HUGE hot tub. I cant say enough about this hotel!
September 18, 2013
Rated 5 out of 5 by Cathe52 The best location in wine country
We love this hotel, great bed, great shower..great space, especially in the 1 bedroom, 2 bath suite! The breakfast menu needs work..and the lobby is too cold and too loud, some soft surfaces please!
September 16, 2013
Rated 3 out of 5 by SF111 Not up to usual Westin standards
Primary complaint has to do with lack of attention to maintenance: towels were worn thin, and strings were hanging from edges; drapes torn; broken switch on bedside lamp; bulbs in light over table burned out.
Other complaint: cafe understaffed. It took more than 30 minutes from the time we placed our orders until our "express lunches" were served.
September 14, 2013
Rated 5 out of 5 by JF66 Wonderful amenities and room very comfortable. Staff very attentive.
We were upgraded to a 2 bedroom suite.. It was so spacious and comfortable we felt like we were in a home. The staff was extremely attentive, and one person even sewed a button on my husband's jacket when we couldn't thread the needle. La Toque was a real treat, and the pool and jacuzzi were very nice. Gloria Curry's spa across the street also added a nice spa experience to our stay. All and all we had a great stay.
September 14, 2013
Rated 3 out of 5 by jillbean62 Upgrades
Staff is very welcoming- Lobby and pool area are very comfortable- be careful when you are offered an upgrade. We had a deluxe room booked with a high floor. Our upgrade was in part of the hotel that appeared to be an annex of the hotel for handicap access on the first floor and little privacy if you wanted the curtains open. It did not make you feel like you were part of the hotel.
September 13, 2013
Rated 5 out of 5 by 3Graces Wine Country Hospitality
I am reminded once again how much I love this resort. The property is spacious and beautiful. Unlike a lot of other hotels in the area which look more like bed and breakfasts, this hotel is modern wine country. The lobby is gorgeous, the rooms are clean and spacious, and above all, I think it is quite a good value.
The service staff was just wonderful and went well above and beyond for just my one night stay. The front desk was incredibly friendly and promptly gave me a room upgrade to a one-bed room suite (score!). I had my little boston terrier with me and they also made sure he got a welcome treat. My room was spacious and even had an Xbox. I had to remind front desk to bring up a dog bed and dog bowl, but they quickly provided this.
After dinner that night, my fiance and I wanted to go to the bar for dessert, but found that they had already ended dinner service, so they offered us free nonalcholic drinks instead. I later ordered some juice and milk from room service late a night, and they promptly brought it to me gratis. I ordered room service for breakfast and it was incredibly well priced and delicious.
I am so pleased with this property that I will be staying here during my wedding weekend even though the venue is in Sonoma.
September 6, 2013
Rated 5 out of 5 by Donart Customer Service is first and foremost at this Westin
We arrived a day early for our stay, and were welcomed and upgraded to celebrate our 30th wedding anniversary. Every person of staff were very attentive to our every need.
We really felt like a true guest. I think that is the best way to explain, so many other resorts make you feel like your a bother, not here. There is some specific trainiing going on here at this establishment. Thank you all!
September 5, 2013
Rated 4 out of 5 by colleent Great Location/Way Overpriced
You cannot beat the location of the Westin Verasa in Napa. We love this hotel...although we were disappointed with the service especially in the restaurants. I guess when they add 18% tip automatically to your bill, service is not up to par. The food at LeToque was EXPENSIVE & not good. The wine pairings also not good. We were there 2 yrs. ago & wasn't good then. We were hoping they had fixed the problems. Not so. Also if you are planning on spending any time by the pool...good luck finding a chair. Towels cover EVERY chair & there is not a pool attendant in site to help you with finding somewhere to enjoy. AGAIN BAD SERVICE! If you are expecting a quiets night sleep you should request a room nowhere near a room with a dog. Yipping all day & night is NOT relaxing.
September 4, 2013
Rated 5 out of 5 by b137 TERRIFIC PLACE
Wonderful place and great employees. Nice to see well dressed people in nice environment and not slobs
September 3, 2013
Rated 5 out of 5 by Vanessa28 Wonderful stay
My husband and I stayed here for our anniversary and we had a wonderful weekend. The staff was very friendly, the room was very clean. The bed was extremely comfortable and the shower was amazing as well. Michael (front desk), Shawn (valet), and Jesus (room service) were all very friendly and made our visit to Napa even better by recommending local spots to visit. We had a great time :)
August 30, 2013
Rated 5 out of 5 by Adam GREAT HOTEL !!!!!!
My wife and I visited the Westin Verasa Napa this month. It is our "GO TO" hotel in Napa and has been for the past four years.
While we visit only three times a year, when we entered, we were greeted by the concierge by our name.
The bell boys all remember the guests' names. The front desk is incredibly helpful and accommodating. The hotel is beautiful and well maintained and the cleaning staff actually doesn't let you pass in the hallway without a "hello", "good morning" or "are you enjoying your stay."
The general manger pays attention to every guest in the hotel...as if you are his only guest.
We love this hotel and we are coming back in September with five couples to spend more time in Napa.
Try it...you will love it!
August 29, 2013