Embassy Suites by Hilton Napa Valley — Attraction in Napa

First, I'd like to say the staff (Deborah, Stephanie, and the attendants at the counter) at this respective Hilton were really kind and expressed their desire to be helpful. Second, charging customers $20 a day for parking is atrocious and just another way of fleecing money from customers. (NOTE: There is no extra benefit that comes with this $20 (e.g., damage, theft) other than you can park on the premises.) This practice should be immediately abolished. Customers are already paying a tremendous amount to stay at your hotel and then to expect them to park their vehicles somewhere else? Absurd. Thirdly, I paid for four nights and only stayed for two due to circumstances outside of my control (American Airlines delayed from flight from the east coast 1.5 days). The local hotel manager referred me to corporate "Advance Purchase Desk" where I spoke with "Vickie" who immediately responded with, "There's nothing we can do." Her reasoning for this response was two-fold; first, I had "already checked-in" via the app, while true, this was before the airlines delayed my flight (6 hours before takeoff, in the middle of the night). Humans control the computer systems and a simple "click of a button" could have unchecked me in. Her second reasoning was I paid for the "advance purchase," which comes with zero flexibility. I vehemently refuse to pay extra for "flexible" customer service. Good customer service is good customer service ... for every paying customer. As Jeff Bezos stated, “Good process serves you so you can serve customers. But if you're not watchful, the process can become the thing... It's always worth asking, do we own the process or does the process own us?" In this case the process owned the customer service providers. Folks at the front desk were willing to be flexible but offered to allow us to stay an extra night for an additional price of $150; this is above the 2 nights I had already paid for, but unable to stay because of my delayed flight. This hotel earned pay for 2 nights stay without us staying and then add an additional $150 on top of that. Big corporate policies drove the decision-making in these circumstances, not good customer service to build customer loyalty. I heard Jeffery Henderson speak at a Dr. John C. Maxwell Leadership event and he said, “Now more than ever a business is no longer what it tells customers it is. A business is what customers tell other customers it is. Ladies and gentlemen, that’s the ballgame. And if we can figure this out and unlock the other box, people will grow your organization for you. And when that happens, here’s what happens you create vision-carriers for your organization and the more vision carriers you have the more vision-casters you have." If ever asked where to stay in Napa by friends and family, I will be deliberate about telling them to stay away from big corporate hotels and give patronage to local and family owned...

If I could leave 0 stars I would. I stayed at this hotel on 3/2 checked out early on the 4th was supposed to check out the 6th. Due to the following issues I checked out early. First, on their website they don’t list the amenities that are NOT available due to COVID. Which, normally wouldn’t be an issue, but the Hampton up the road has ALL of their amenities open because they practice proper CDC/WHO guidelines for being a business open during a pandemic. I was charged $700 (mind you my stay was only $450, $300 they say has been returned but my bank would say otherwise) by their night lady Maurice. She is an absolute terror. Also the owner took down my boyfriends review so here I am writing another. I checked in and intended to pay cash, I worked for Hilton so I understand they need a card on file for damages or pay a cash deposit in the case of any room damages or someone smoking in the room. I told the front desk lady (Maurice) that I didn’t want my card ran I was using cash. I needed my card for other arrangements for my grandma’s funeral (reason for being in California). She and I agreed for a hold of $300 on my card and then I would pay the rest the next day. The next night when I got back to the hotel I see there’s a voicemail from the night desk lady telling me actually she’s going to need me to pay the rest on a card. I was headed back to the front desk when she calls again telling me I need to pay or she will cancel my reservation making me a silver member feel like I was not going to pay. So I go down and have her charge my card for the remaining amount so that she wouldn’t feel like I wasn’t going to pay. I asked her to make sure she only ran my card for the remaining $148 she then ignored me and charged the full amount to my card. Therefore now my stay went from a $450 stay to a $700 stay. Not a HOLD but a CHARGE, then proceeded to blame it on faulty equipment (again I have worked for the Hilton so I know that was a straight lie). Even if the machine is faulty, that is not your customer’s fault, that is yours. SO take care of the customer. The next day I went in to talk to the general manager who THEN STARTED BLAMING ME! “Well if you would’ve just let us charge it at the beginning this would not be an issue would it?” And kept saying “in college we are taught to find the common problem and that common problem is you” like he was on some sort of power trip. I have been trying to get the remaining $300 from them for the better part of 2 weeks now. They only have 1 person who has any customer service, the1 lady in the morning shift who kept getting over-spoken by the general manager. If you think you are going to get a Hilton experience think again. You’d be better getting a Motel 6 with the same customer service. Save yourself the extra $60 a night. The Hampton in Fairfield is cheaper will and will treat...

We stayed at the Embassy Suites in Napa, CA from July 2 to 5, 2023. They upgraded our room for free without us asking. We chose the Embassy Suites because it was dog friendly. We chose a room on the ground floor so we could simply walk out the front door and onto the grassy area for our dog. The grounds were beautiful and peaceful with lots of greenery and a small pond with a swan and ducks swimming around. There was plenty of tables and chairs to sit outside and enjoy the serenity.

The one bedroom suite had a comfy King bed with a door separating the living area. There was a sink vanity in the bedroom which was convenient. Closet had an ironing board, iron, safe, and a few hangers. There was a dresser with 6 large drawers.

The living area had a large sofa bed, small dining table, mini refrigerator, microwave, small sink, Keurig coffee maker, coffee pods, creamer, sugar, and tea pods.

The bathroom had a step in shower with great water pressure. One thing I wish the shower had was a handheld shower nozzle sprayer. The bathroom had a hairdryer, Qtips, makeup removal pads, shampoo, conditioner, and hand lotion.

There is a charge of $20 per day for parking. If complimentary parking was included, this would have been a huge bonus.

We ate at the included breakfast two out of the three days we were there. There's a made to order omelet station (long lines) and a hot food section with scrambled eggs, bacon, sausage, and fried potatoes. Pastries (not freshly baked but straight out of the frig type), plain bagels, toast, English muffin offered. Cut up cantaloupe and honeydew. Whole bananas and oranges. Yogurt. Oatmeal and condiments for the oatmeal, and cereal Self serve coffee, tea, juices, soda and water. Breakfast is only served till 10am. I wished it stayed open till 11am. After all, I am on vacation and wanted to sleep in but with the early cutoff time for breakfast, we woke up earlier than we wanted.

We utilized the outdoor swimming pool on one of the afternoons. Plenty of lounge chairs and towels.

Housekeeping only cleaned my room once without my asking. The rest of the time, I skipped it but you can request it.

The best part of staying at the Embassy Suites was it was only 1 mile to downtown Napa and easy on and off Highway 29 to reach the wineries and other towns nearby.

I would recommend to stay here and I would definitely stay here again when...