What to expect
- Sleep Quality
Last 5 reviews
NoThis stay was horrible. I so badly needed the break, the R&R...and what I got from a 4 star property was that of a Best Western. I got to the hotel early so I could enjoy the pool. I came to find that there were no towels anywhere. No biggie, so I called the hotel who connected me with housekeeping and they said they’d be out there with more towels.. they didn’t come. 30 minutes goes by, and I am dying for a drink & food, and I have not yet seen any servers. A manager (named Brenna?) came out to the pool to apologize to the girls sitting next to me because they had been waiting over an hour since calling IRD to have someone come to the (adult) pool and take their order. Brenna was SO nice and offered them champagne while they waited but they declined. I took this opportunity to ask her for towels and she was great and brought me 2. Not sure why she didn’t just take their orders in the first place, because another 30 minutes went by before someone came…making it a total of 90 minutes for those girls next to me to just get someone to take their order. That night, I called in-room dining for dinner. The phone rang for 5 minutes each time until being hung up on….three time. I couldn’t get anyone on the phone, and the line just kept disconnecting. So I went down to the front desk, had to wait 10 minutes in line, to ask them to call IRD to see if they could get someone on the phone, and they did. The front desk agent offered me a $75 F&B credit because of the inconvenience, which was nice, but when I went to check out the next day the credit was not on my reservation. So that brings me to the next day. We woke up and there were ants ALL over the entire dresser/desk area and therefore, ALL over my suitcase. All of our food was consumed inside the big cardboard box IRD got delivered in. We found a trail of ants and it came from the corner where the mini fridge is. You could see a crack in that corner. I went down to the front desk to not only tell them about the prior day, find out the $75 F&B credit wasn’t on my folio, and then told them about the ants being all over my suitcase. The response was “let me call engineering and have them take a look”. No apology, no can we clean your suitcase for you. I said a comment about how I had another reservation 10 days later (on April 10th) and how I wanted to give Meritage another shot but was hesitant. The agent (Kara) offered to let me stay another night (Friday) at the rate I had on Thursday night. Unfortunately, I couldn’t make that work, but I asked her given all of my negative experiences thus far if she could honor my rate for my upcoming April 10th stay. She said she would check with a manager and let me know either my call or text, which was totally fine. So then I head back to the pool thinking engineering is on their way to my room…come to find out when I headed back to my room to gather my belongings… they NEVER came. All the ants still there. A family comes to the Adult Only pool…a 4 year old and a baby. You could imagine the 4 year old was as loud as an excited 4 year old in a pool could be. After about 30 minutes, I just popped in at the concierge desk that’s right when you walk in from the pool and let them know. Her response was, “Oh no. That’s not ok they can’t be there, I’m going to call someone right now”. So I go back to the pool, another hour passes by and no one came to the pool to let the family know there was a dedicated pool for kids. I also hadn’t heard back from Kara who said the manager was in a quick meeting and would be getting back to me about my April 10th stay/rate. So I headed back to the front desk and asked if there was an update from the manager, and there wasn’t, but she said she would make sure Kara got back to me. I also let her know about the loud kid/baby at the adult pool & she was aware and said security had been called and were on their way. I stayed at the pool until 5pm that day…. Security NEVER came. The family left at about 3pm, 4 hours later, on their own. At what point of the concierge & front desk staff knowing about this for 90 minutes and counting…why didn’t one of them or anyone with a Meritage name badge come out? Especially when it sounded like I was not the only person to inform them. Last but not least, I NEVER heard back about my upcoming April 10th reservation as I was promised. Even if the answer was no, a response was more than deserved. So, of course, I cancelled my reservation. I cannot express how disappointed I am in this hotel that I trusted to provide an adequate (at minimum) & relaxing experience that was so badly needed. The follow through across all departments was absolutely non-existent. At this point, I am sad to have given a 4 star property ~$500 worth of my money for a terrible experience across the board, and no care whatsoever from your staff about anything. I was planning to stay at your sister property in Kaui later this year, which is why I was open to giving your property another shot, but I don’t see why I would at this point. Thank you for taking the time to read this. It’s long, but I hope after the last year the industry has endured, that your customer service doesn’t prevent you from losing more and more customers. ne
Please Answer Your Phones!
Called over 20 times regarding our reservation before checking in during various times and days throughout the week and got through only a couple of times! Phone will ring for hours with no automated pickup. The manager should really consider adding that feature ...I can’t imagine the business they’ve lost because of the lack of communication. During our stay... had to call the concierge to ask for a bell cart in the morning because “front desk” didn’t work and “0” operator also rang continuously after trying 4 times within 20 min. Anyways, room was clean and spacious. Dakota was very helpful and forgot who checked me in, but he was very friendly as well. Loved the pool area and hot tub! Bummed the restaurants were not providing takeout as they were to busy. Room was not available for early check, that’s fine, but came back after four to check in and was asked...” but did you get a text?” Umm, check in is at 4pm it was 4:20ish so it should be ready, and when she checked it was ready! So good thing I didn’t wait for said “text.” If I had waited for the “text” well it never came and not accurate apparently anyways. Anyways agin, please invest in a better phone system and dont forward calls fo the front desk when they have a line of guests waiting to check in where they can’t even place anyone on hold! I’ve called hundreds of hotels in my life and I’ve only experienced the perpetual ringing several times it’s very off putting. Thanks!
Wait too long after check-in to get key. Olive & Hay food was terrible. Veal entree was especially bad. Tiramisu made with whip cream and some liquid on the bottom was horrible. No other dining options on site.
Excellent resort near everything!
My girlfriend and I had a great long weekend staying at The Meritage. We enjoyed being centrally located close to all the wineries and even mad a bit of a trip to the Muir Woods. The staff was always friendly with us and theres plenty to do on the grounds themselves. Our only regret is not spending more time at the resort itself so we'll definitely be coming back to relax.
Overall great stay with great amenities and good service
We enjoyed our stay at the resort. It was well appointed and had a lot of amenities. The location is a little distant from Napa, but it was quiet and had a lot of service within the resort. We will definitely recommend to our friends.
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