Rated 2 out of 5 by chaser08 Nice room, horrible service
Room was good, that's it. Have never had such ridiculous service. Orders were forgotten or completely messed every time (both room service and pool service). Of course when we asked to be corrected it would take 30 minutes. Asked for manager twice but was not available, nobody followed up until we were checking out and asked again. For 700/night we expected premium service and overall facilities were pretty average for that price.
August 26, 2013
Rated 5 out of 5 by Dianne66 The place to stay with pets.
Thank you Westin Verasa for allowing us to bring our 2 dogs who were both over the weight limit. As the dogs are 12 & 13 years old and in need of insulin shots, we can no longer leave them at home with a petsitter. If not for your exception, we would have no vacation away from home. The staff was super friendly & great at lending a helping hand with the dogs - even getting us some cornstarch from the kitchen when one of our dog's nail started to bleed. We enjoyed our stay very much.
August 25, 2013
Rated 5 out of 5 by poo7 Great Hotel
I was very impressed with the cleanliness of this hotel and the overall friendliness of all staff. I would highly recommend this hotel for a relaxing stay in the Napa area.
August 19, 2013
Rated 5 out of 5 by Jen12345 Napa in style and comfort!
Excellent rooms and service! Right across from the wine train station and within walking distance of downtown. Don't worry about walking, though, because if you've had one too many tastings the hotel town car will pick you up or drop you off free of charge! They also will rent you workout clothes if you've forgotten yours at home... Shoes and all!
August 17, 2013
Rated 3 out of 5 by travelerit This hotel is still the best in Napa
I was charged for a deluxe rate when I downgraded to a traditional room. It took a few phone calls to get a discount, not too happy about that, but SPG came to my rescue and fixed it with the hotel.
There are always things that a hotel can do better, but it must be weighed with what they already do well. The staff is very friendly and attentive. The Bank Café and room service is very good. Housekeeping is awesome.
My recent stay was a little inconsistent compared to previous visits, so I'm hoping for a better experience next year.
August 16, 2013
Rated 3 out of 5 by Regretful Wireless and rooms cleaning
Two aspects made our stay disappointing. The wireless in our room was not very good and the room was cleaned very late in the day. In the latter case went to ask the front desk and was told the standard is that it be done by 5:30 pm. Not certain that this type of standard works for us. Otherwise the staff was very pleasant.
August 13, 2013
Rated 5 out of 5 by FellowCanucks Napa Anniversary Stay fantastic
Stayed at Westin Verasa Napa for our 20th anniversary.
Great facility, friend staff, great recommendations.
Thanks to Don and all the staff for making it a special trip.
August 12, 2013
Rated 2 out of 5 by ScottsdaleDan very expensive, subpar service
I stayed at this hotel over the weekend of 8/10 2013. i found the property staff interested in anything except working. Numerous problems with my resevations. When asked to provide a list of organic wineries, the concierge could only come up wiht one rahter than listing the many i had already tried. for the money, i would give this spot a miss.
August 12, 2013
Rated 5 out of 5 by Kathy7 Best place to stay!
This was our third time staying at the Westin Verasa in Napa California. We will definitely come back.
It is a real treat to stay here. The customer service is exceptional!
August 11, 2013
Rated 4 out of 5 by Jann6 Hotel in walking distance to everything
Beautiful hotel. Staff are very nice and helpful. The setting is quiet and peaceful. The room was very nice with a great kitchenette.
August 9, 2013
Rated 5 out of 5 by Aussie6 What you would expect from a Westin
This hotel is large and well located at the southern end of the Napa Valley (which makes it an easy drive from SF)
We ate at Bank upon arrival which was excellent although were poorly advised by our waiter regarding winery visits...
August 7, 2013
Rated 2 out of 5 by mcekay Horrible Odor
Stayed in room 2068 this past Saturday - where my wife and I experienced a horrible sewage/garbage odor. After reporting the issue to the front desk - the hotel's solution was to send a maid into the hallway and empty a full bottle of lysol. It didn't help. A little ridiculous considering we paid $575/night for the hotel room.
August 5, 2013
Rated 5 out of 5 by Verified Reviewer Wonderful stay
The hotel is conveniently located near Oxbow Market in Napa. We had a wonderful stay and look forward to the next visit!
August 4, 2013
Rated 5 out of 5 by Jess83 The staff was amazing
We enjoyed our four night stay at this hotel! One aspect that really left a mark was the professionalism of the staff. They were all so friendly and helpful an it made our stay so enjoyable. The hotel is also very clean and well kept. We enjoyed little perks such as the free house car for rides into Napa, the valet parking, the full kitchenette in our room, the wine and hors d'oeuvres in the lobby from 5-7pm daily, etc. I would definitely return and recommend this hotel!
August 3, 2013
Rated 5 out of 5 by Verified Reviewer loved it as much as last time
staff was professional, we were upgraded to very nice room. We stayed here 2 years ago and had a great time. we'll be back next year for sure!!
July 30, 2013
Rated 5 out of 5 by Eildon This is Standard
Why is it Standard? Well it is standard for Westin which ever we go to are great. The hotel is efficient, the staff very friendly and the management are there without being seen. The rooms are very good and the beds are very comfortable. The food at La Toque is probably the best in Napa and the duck burger for lunch is exceptional. Everything is very comfortable an relaxing. Probably the best run Westin and they are all good.
July 29, 2013
Rated 4 out of 5 by Jsr1 Wi-fi
Great hotel, but very weak wi fi, not good enough in today's world!
July 28, 2013
Rated 4 out of 5 by DSDM Great Locations!
We enjoyed our stay at the Verasa Spa. We were on our honeymoon and were suprised with a demi bottle of champagne at check in. located near oxbow market and downtown it was ideal for walking tours. Our suite although comfortable, was is slight disrepair as one phone did not work, and the safe malfunctioned repeatedly. Additionally, a staff member was required to adjust the HVAC. We were denied a late check out despite our SPG Preferred gold status, until the safe malfunctioned yet again.
July 28, 2013
Rated 5 out of 5 by SpringBranch2013 Great stay
Thank you for a wonderful stay. My wife and I appreciate the room upgrade and friendly staff.
July 26, 2013
Rated 4 out of 5 by Glow77 Very comfortable bed
A little disappointed with our last nights stay. Our room had no power the morning of our departure and the first person my wife spoke to said we would have to shower near the work out facility because the hotel was booked the night before and rooms had not been cleaned. That statement was absolutely ridiculous and came across as very cold hearted. Once I went to the front and spoke to another young lady she was embarrassed and did everything she could to help out, including bringing up flashlights. $100.00 was discounted on our 4 day stay which was adequate for the inconvenience but certainly not over the top. Thank goodness we did not have a flight to catch. I would still go back and highly recommend because things happen and I would not let one employees lack of compassion outweigh all the wonderful experiences we had with other staff members.
July 22, 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
Rated 2 out of 5 by NAPAvisit Busy & Noisy
Upon arrival and check-in I was informed that we would be on the quiet section of the hotel. Instead we had screaming and running kids & teens all around us particularly on the unit upstairs. This went on from the early morning hours to the late evening.
Needless to say we were disappointed.
July 17, 2013
Rated 4 out of 5 by Dan95126 Manager needs to coach staff a bit more and plan ahead for problems
Arrived for our anniversary weekend and found a complimentary split of Champaign in our room - delightful. Overall we loved the property and staff was friendly and attentive. Dog friendly, so nice to pat the other folks dogs in the lobby. Pool was comfortable, but not large. Would love a couple more umbrellas (and a couple fewer screaming kids).
There were a couple of misses that good management planning or coaching could have avoided. 1) On checking in at 4, we were told there was the Westin Ritual complimentary wine tasting and chair massage at 5. We got there and were first for the massages. 20 minutes after and the wine glasses were there but no wine. I asked staff about the delay and they said it would be just a few more minutes. at half past I asked again and they said the winery had not shown up yet, but was expected. There were maybe 8 people waiting. Given they consider this a significant part of the Westin experience and given the depth of their wine cellar, I would have expected the manager to open any reasonable bottle from their collection and at least pour for the guests where were waiting. We ended up heading back to our room at 5:40, disappointed we'd wasted the time.
Also, I very much appreciated the split of Champaign in my room. I would have loved it to be iced in a bucket where we arrived so we could have started immediately instead of having to put in in our fridge for late night.
Also, the room is well appointed, but while it generally had 4 of everything, there were only 3 wine glasses and 3 knives, so I had to keep rinsing glasses. And no paper towels to clean up messes. Unusual for the Westin condos.
The breakfast crew is very friendly. But both days they forgot something and by the time the waiter checked back with the table (they'd had a runner bring the food out), it was too late to correct (Day 2 English muffin had no butter, and was cold by the time they checked back with me, and Day 1 they forgot to bring one of our pastries and I ended up getting it in a to go box with the bill.) Waiters or runners should always swing back by a table a minute or so after the food hits to make timely corrections while the food is still hot.
The other chronic problem with the hotel is the valet service. It often takes nearly 20 minutes to get your car, especially late morning and Sunday when folks are heading out. The property charges a resort fee for parking, so please spend it and get 1 or 2 more people to work the predictable bust shifts. I have been late to winery appointments as a result of leaving 10 minutes to get my car and finding it takes 20.
One other small item (for me, but not other guests), I never walked down a hall without seeing 1 or 2 cleaning carts and room service dishes outside several rooms. It made the lovely property seem a bit shabby. The one real problem with this was at one point staff had rolled a wide laundry bin into the hall. It was hard for guests with luggage to get around it and I believe it would have been impassible for someone in a wheel chair in an emergency.
All that said, the property is well appointed, friendly, great location. It is always my fist choice when looking to stay in Napa. Just a few items around the edges where management planning, action and training of staff could make it exceptional.
July 15, 2013
Rated 4 out of 5 by LesaM The staff was friendly
The staff were exceptionally friendly and went the extra mile to ensure your needs were met in a timely fashion. The parking attendants were very professional.
July 12, 2013
Rated 5 out of 5 by Napavisitor Great staff and great hotel
Our first impression of the hotel was made when we drove up and discovered how friendly the staff was. Jose meet us at our car, thanked us for staying with them and brought our bags to the room. Once he was there, he spent 15 minutes answering our questions and discussing Napa Valley. He could not be a better representative of not only your hotel but of the town and region. He made our stay begin with a smile. The entire staff was professional and friendly and we already planning our return next year.
July 12, 2013
Rated 4 out of 5 by Sp123 Nice Stay....Service was a little disappointing
It was 4th of July weekend, so I understand the hotel was probably busier than usual. The Valet parking situation needs to be improved. Matty was awesome and without him in the front, it would've been chaos. Check-in desk had two people working and 7-8 groups checking in on the 4th.
The pool is nice, but it was packed (again, it was the 4th of July, so maybe it's a little less crowded on regular weekends). The bar area service at the pool was poor. (FYI - There is a 20% service fee added to all orders at the pool.) There is also a $20/day resort fee, which includes wireless internet.
Our Suite was spacious, the bathroom was laid out well, enough counter space and a very good shower. The bed was comfy, but we called twice asking for foam pillows or the firmest pillows they had and kept getting squishy, feathery pillows.
The Hotel/Resort location is a two minute walk to Oxbow Public Market and about 8-10 minute walk to the center of downtown, which makes it a great place to stay. And as crowded as the pool was, the Andaz doesn't have a pool.
Overall, we had a pretty good stay and we'd try the hotel again on a non-holiday weekend.
July 8, 2013
Rated 5 out of 5 by SMike Great Experience
This was the 2nd time my wife and I have stayed at this resort and we will stay there again when we return to Napa. It is a first class experience from the moment you arrive, to the daily greetings, customer service, food, pool and location.
A great place to lay your head in Napa makes every day that much nicer!
July 7, 2013
Rated 4 out of 5 by DavidSF19 Pleasant stay, staff needs improvement
This hotel is located in great location - walking distance to downtown Napa (great restaurants, wine bars, etc.) The location was perfect for the 4th of July, wine tasting and the viewing of fireworks.
The hotel itself is very well kept, very clean and modern. The gym is small, but does the job and the pool is great especially when all the families with their little ones leave and it quiets down.
My biggest problem with the hotel was with some of the staff. The front desk, service express and housekeeping were either annoyed when contacted or not responsive. Housekeeping never left enough towels for us, didn't leave any extra toiletries and always took FOREVER to bring something to our room. Because our room would always be missing something (including a broken wine glass) we would have to call down multiple times, which I'm sure they saw as being high maintenance. On the bright side, the folks working the Valet were great and were working extremely hard in summer heat.
Overall, the hotel stay was pleasant and I had a great time while in Napa, but I expected more from a service perspective. I've been staying with SPG hotels for over 6 years (over 750 nights, Platinum, Lifetime Gold) and I've seen the full range of customer service. I would have to rate this hotel as being mediocre at best, when it comes the service received.
July 6, 2013
Rated 3 out of 5 by Napagirl1 Holiday Slows Service and Responsiveness
The Westin Verasa did not live up to my usual standards. Stayed here last month with girlfriends mid week in a 2 bedroom. It was perfect for the 3 of us and our pooches. Nice service too with lots of helpful smiles (maybe it was our cute hounds).
Have stayed here with friends or husband 3 times in the last 18 months (had 50 of our closest friends here to stay for our wedding) and raved to friends and colleagues alike.
We went back over the 4th holiday to get away and could not get service to save our life. No bathroom door on bathroom (leaning against wall). It was not fixed during our stay. My husband went downstairs 2 mornings to use the bathroom there. The light on one side of the bed was missing the turn switch. Just broken off. Moved the lamp from one side to the other side of the bed to read.
On our last day (Friday the 5th). We waited at the restaurant podium for breakfast for 7 minutes without any one walking over. Not even an "I'll be right with you". There were 3 young women setting tables but no one working the check in station. We finally walked away and went to Oxbow for breakfast instead. It was a great move and had a fantastic coffee to boot.
I was highly disappointed with the stay. For almost half the price you can have the same quality room at another Napa area hotel. Location and restaurant/outdoor amenities are clearly not as good but the room is exactly on par-updated, spotless, large, large flatscreen and all working with free internet!. As a loyal SPG person it takes a lot for me to feel this way. Talked to the manager about the situation. I really felt we shouldn't pay for our stay to be honest but we did. We don't complain about anything-usually tweet great things about our stays as we did for another Napa Valley hotel 3 weeks ago, but this was just not in typical Westin style. Will likely try again but it will take a while.
July 6, 2013
Rated 4 out of 5 by klou1222 Good Hotel But Wi-Fi Did Not Work!
Hotel was very nice, however, neither laptop nor ipad would connect in room. After talking with "tech dept" to attempt to get issue resolved, we just gave up. Also chairs in room are very narrow for adults and not comfortable. Would suggest replacing at least one chair with something more comfortable.
July 6, 2013