Rated 1 out of 5 by Lisa1035 Earthquake Water Damage Takes Toll, AVOID
So disappointed, this was a destination for us to celebrate our honeymoon. What we got was terrible noise due to water damage repair from the earthquake and management that did not live up to Westin or SPG standards. We were told to expect a little noise, what we didn't expect was saws, hammering and workers boom box. The room had numerous problems (broken phone, broken bedside lamp, very dirty), but worst was management when we checked out 2 days early. $100 off our $517 bill for an average dinner, cold (and not free) breakfast and noisy room. Sadly, we will not be returning.
September 16, 2014
Rated 1 out of 5 by Paulie33 lack of support
I contacted this hotel 2 weeks before my stay after I heard about the earthquake in Napa. I was told that 10 rooms were available (out of the 180). the Westin would not confirm whether they would have a room (2 reserved) for me. I asked why they did not reach out to me, and was told that I was too far down the list.
I was sent an email with a listing of hotels in Napa, and told that I should pursue an alternate place for lodging.
My past experience is that when a hotel cannot make good on a reservation, that THEY attempt to arrange alternate accommodations for the guest. This should be standard service at a WESTIN!
I was left to fend for myself at the last minute.
This is not the kind of service that I have come to expect from being a lifetime Platinum SPG member (where I stay between 40 and 50 nights/yr).
September 25, 2014
Rated 1 out of 5 by MoBro16 If you have a reservation here you better find another hotel quickly
After the earthquake I called the hotel and was told that they experienced only minor damage and it would not affect the reservation. Today, a week before my trip, I was told that thehotel was not able to accomodate our party because they had only 28 of the 118 rooms available for occupancy due to earthquake damage. Everything in Napa is booked and SPG and the Westin are doing nothing to accomodate us.
September 4, 2014
Rated 5 out of 5 by TimmyL Great Staff
My congratulations and thanks to the staff and management for perservering through the challenges of the recent earthquake. The staff was genuinely so nice and made every effort to make our stay enjoyable. We enjoyed the facility and the people very much.
Additionally, we found the food to be very good.
September 21, 2014
Rated 5 out of 5 by DotDot Great Location
We had the two bedroom suite and it overlooked the River. Great balcony and so quiet! Will stay there again next year!
September 17, 2014
Rated 5 out of 5 by DesigneronLocation2014 Great service, rooms are comfortable, needs papertowels in kitchen area for coffee and clean up is my only "what's missing" comment.
Excellent. Pool area was nice, clean with excellent service.
The casual dining restaurant was easy for someone traveling alone.
I had a driving route tip that got me to my destination very quickly, as it was a work day for me and was very appreciated to get there on time and miss traffic..
August 11, 2014
Rated 5 out of 5 by ELB44236 First time Napa visitors
This hotel exceeded our expectations. Everything was beautiful, the food was excellent, and amenities were very nice. It was a perfect location to access all of the Napa valley wineries and restaurants, and was a short 30 minute drive from Sonoma too. Definitely would recommend it to friends and plan to come back in the future.
August 4, 2014
Rated 4 out of 5 by Dan95126 A few things keep this from being a perfect hotel experience
We've stayed at this resort several times and overall always enjoy it. Great location and always fun to see some of the dogs guests bring. Staff is friendly. The 2 things that keep this from a perfect hotel experience. There are never enough valets to get your car. No matter when we have gone out for the day we need to plan on 10-20 minutes for the valets to get through the line of cars leaving and arriving. It would be great to be able to call down 10 minutes ahead and know your car would be ready, but I'm not sure they have room in their traffic circle to accomodate that.
Second issue is the breakfast at the restaurant. The chef seems to think spicy peppers is what sets them apart and they serve the cereals with teaspoons (and I had had to ask to get that). And even worse, they automatically add the tip to the bill for any size party. That is just wrong in principle AND it forces me to pay high California sales takes on the tip amount (another 1-2% to the total bill which doesn't go to the staff). I normally tip 20% or more for good service and I really support wait staff even when the management has not put enough staff on to really service well. But it should always be my choice, not the managers. (if guests are too cheap to tip for breakfast, add another dollar to the price of each entree and pay your wait staff a bit more to make up the difference)
Third issue is related to the nickel and diming. I hate showing up to a grand resort and having the first experience be the front desk telling me there is a resort fee (apparently my room rate doesn't cover the costs of the pool and bocce ball court). Raise your rates to what it costs to provide your basic amenities. Feel free to charge me $15 a day for parking. But resort fees make the property feel like its run by used car salesmen-Oh, you wanted air in those tires, that's 25 cents).
That said, overall this is an exceptional place to stay in the Napa area. We love it, and just wish they'd focus a little more on making it a delightful luxury experience vs nickel and diming like a discount airline.
January 2, 2012