Address: | 875 Bordeaux Way, Napa, CA 94558, USA |
Phone: | +1 855-318-1768 |
Site: | meritageresort.com |
Rating: | 4.3 |
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David Petrillo
My wife and I stayed at this hotel on June 29th for one night in Napa Valley. It was a great hotel and the rooms were quite pleasant. We were excited about it when we arrived. During the night of my stay I received a text message around midnight from my phone, alerting me that my alarm on my Range Rover had gone off. I hurried to get down to the parking lot to find out what happened. As I approached my vehicle I noticed it had been vandalized. The rear taillight was shattered, the rear tire was punctured, the side door was kicked in and scuffed, and the driver’s side mirror was kicked off. The vandalism caused over $5000 worth of damage to my vehicle. Since the price per night to stay at your hotel is nearly $600 a night, we believed it would be a safe place to park our vehicles. We are convinced it was someone from the Ultra Lounge who is to blame. I noticed angry drunk people storming out of the club past us as we walked by, and more wasted locals inside and out of control. They were dressed like gangsters wearing jerseys and t-shirts, and sideways hats. The type of crown I am sure the hotel does not want associated with them. I really believe this is bringing down the value of the hotel and its reputation. I no longer feel safe staying at the Meritage and would never want to bring my vehicles back, nor recommend it to anyone of my friends or business colleagues. I own and operate my own business, and we do stay in alot of hotels from time to time, and we are always looking for a nice and safe place we can come back to. Unfortunately I do not feel safe at this hotel because of this incident. After filing a police report, hotel security also took their own report and said it would be available at the front desk for us to pick up a copy in the morning. I attempted to do so, and the manager on staff informed me that it was against policy to provide a copy of the report to the customer, and that is was only for insurance purposes. I do not see why this was the case. Your hotel was not paying for the damage that happened to my vehicle, nor did they even offer any sort of compensation for what happened. The only response I got was, “Sorry, I hope that doesn’t stop you from coming to see us again”. I was quite surprised at how this was handled by the staff. Additionally if you had security patrolling around the hotel, how did they not catch this? It turns out, when my wife had approached one of the hotel staff, they called for security and they were busy bringing cups of water or a beverage to the front desk, not outside patrolling like they should have been. The vandalism ruined our stayed and we had to leave early and have our vehicle towed back 2 hours to where we live. I feel this hotel is very unsafe, and at this point we have no intentions to return. I really hope they can do something about that lounge. I believe this could have been avoided if security was outside watching for things like this, especially with a DJ that night at the lounge.I have contacted the company and am awaiting a response.
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Jacquelyn Kenyon
I come to Napa every 4 months to see family. I was so happy when I found this place, but theres an issue every time I stay. Be aware that this is a wedding destination!! Every time Ive stayed here, theres a wedding happening in the vineyard and huge wedding parties, shuttle buses and loud rooms. One time I stayed, I had to request ear plugs so I could sleep and it didnt help...I could STILL hear people above us. My 4 star review is only because it is gorgeous and the food/wine/staff is great. I love the Crush Lounge. They play good music and its laid back and they even have indoor bowling!! My niece loved that feature!! If u want a nice quiet dining experience, they also have Siena restaurant (although it was closed for a private party several times). The pools are great in the summertime!! Theres a kid pool and adult pool with cabanas. I live in Vegas so I can really appreciate the music, cabanas, and heated adult pool! I love that they offered that. Although there has been issues every time Ive stayed, the customer service is great and the spa staff more than made up for this last fiasco. My last trip to Meritage, they wouldnt let us check-in to our room til 530p (check-in is 3p). They said they were fully booked the night before and housekeeping was running behind. My mother and I even missed our spa treatments because of the delay. The trip was getting off to a horrible start. We were exhausted from traveling and hungry and very disappointed. Especially because I was paying $630/night for a top floor vineyard view room! When we finally got to our room, the girls at the spa called and I told them what had happened. The Meritage is lucky to have Lynette! She is a problem solver thats for sure! They made their staff stay late so my mother and I could get our facials. Lynette and Monica were SO accommodating and even offered to watch my Yorkie while we got our treatments!!!! Wow. Even offered us complimentary wine and champagne!! And dont get me started on the facial!!! Ive had facials in Vegas, LA, NY and this was by far the best facial Ive ever had!!!! Make sure u get a facial by Janice!!! These girls really saved the day. I love the Meritage and its a perfect location, but I wont be staying there again. They need a better handle on things when they know theres going to be wedding parties.
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A Private User
I was married at the Meritage on September 10th. First of all I want to say that the food is awesome! When you get your food that is. Im not sure what is going on with this place, but the service was horrendous. When we arrived, me and three of my girlfriends went to have lunch at the bar. After sitting there for about 20 minutes, making eye contact with the bartender about a dozen times, I was finally asked if I wanted something to drink. I finally got my drink and then nothing. I had to flag the server down and ask them if I could order food. Later that night we had our rehearsal dinner at the Siena restaurant on sight. Again, the food was phenomenal. The wait staff was very good, but the drinks took about 45 minutes to get. Every time I was asked if I wanted a glass of wine I ordered 2 because I knew it would be an hour before I got another one. My husband pulled the restaurant manager aside and started talking to him. He got all defensive and threatened to call security to escort him out. Excuse me??! Finally the banquet manager came over. He was phenomenal. Very polite and incredibly helpful. The restaurant manager started back tracking like crazy saying he never said anything disrespectful to my husband. Yeah right! On the big day, the banquet service was great. The food again was good, the service very polite and helpful. We found out however, this is a different staff and manager. So they have their stuff together, I wish I could say the same for inside the hotel. Sunday when we were leaving we decided to grab lunch on our way out. I timed it, and am not exaggerating. 2 hours and 43 minutes it took us to order, eat and get our check. Then the waiter never came back to pick up the bill. He literally walked right past us, started busing our table, and then disappeared. I have never been so blown away at the lack of service. The rooms, front desk staff and banquet staff are amazing!! The restaurant staff and bar staff, stay away! Youd be better off eating somewhere else.