UpValley Inn & Hot Springs Napa Valley, Ascend Hotel Collection — Hotel in Calistoga

I have actually stayed here twice before & LOVED it. Once with a friend, & once myself. I have even written a glowing review when I stayed before. Sadly, this time has been an AWFUL experience-- a long story of awful where I run out of word count. The reason I am even giving it 2 stars & not 1 is because of the kindness of the team on the second shift who did their best to try to help multiple bad situations, the fact that I REALLY appreciate this hotel has a filtered water station, reusable cups & mugs instead of disposables & plastic, & that I come here in large part because this hotel has a steam sauna which I also SO need & appreciate. Now on to the terrible parts. The woman working the front desk was very pleasant & helpful when I first arrived. However, when I got to my room (which by the way is one of the more expensive rooms) the wifi was reaching only 2 bars & then dropping to 1. I tried both on my phone & my computer to no avail. When I walked down the steps, to the courtyard area, the wifi IMMEDIATELY jumped to FULL strength. I unfortunately had a ZOOM meeting that I had to join soon, so I went back to the front desk & told her of my issue & that I was going to unfortunately have to do my meeting in my vehicle because cell signal was also much too low in the back room they had me in & asked if she could please have the wi-fi looked at while I was in my meeting. She replied that "He was just back there & it was fine." Which made no sense to me. However, I remained polite & calm & replied in a very nice tone, "Well, I did try both my phone & my computer. My phone could get no wi-fi at all, & my computer could only get 2 bars at most & it kept dropping to 1, which is not enough for a ZOOM meeting & I have another one this evening, so would you please have him go into my actual room & check it for me?" I also explained to her about what happened as soon as I reached the courtyard vs. my room. She just looked at me & nodded. I knew right then nothing was going to happen. When I was done with my meeting, I went back to room & sure enough, nothing had changed. I went to the front desk to explain my predicament & it was a new person working. Because I come from the service industry for over 10 years, I knew what had happened. Shift change. The previous woman could not be bothered with me. The new person working at the front desk & the manager then worked to solve the issue for me & were incredibly kind. There, apparently, was not another room available in the price point I had paid. I told them I did not mind to downgrade vs. having an hour & half ZOOM meeting in my car starting at night. They found me the room & as I went up to it, there was a child SCREAMING, throwing a VERY loud temper tantrum. I went back down to the front desk & told them that I was soooo very sorry. That I can not stand being THAT person, but that staying right next to a toddler who is literally screaming at the top of their lungs is more than I can bear. Again, they were so very kind & found me another room. Sadly for me, it was an awful downgrade as it's on the bottom floor which means I am listening to feet tromping above me much of the night as they walk on the walkway above me back & forth as well as the room above me. I normally NEVER stay on bottom floors for this very reason. But apparently it was the only option left, all because the first woman working the front desk could not be bothered with having maintence actually go INTO my room to see that indeed wifi was completely different then down the stairs. I changed into my bathing suit & robe and went to the steam room & refocused my thoughts onto how grateful I was to be in there relaxing. When I got back to my room, I realized I had left my toiletries in my car. I love that they have bulk products here as I refuse to use wasteful small items at most hotels, so I decided not to go through the trouble of going back & forth from my vehicle. While in the shower, some of the shampoo got into my eye, and it immediately felt like it got lit on fire. Hurt for hours. BTW...

Our stay at The Comfort Inn Calistoga, Hot Springs was made extra special by Shawn at the front desk, who remembers every person's name as he is checking them in, and goes the extra mile to make everyone feel comfortable and happy to be on vacation. We learned about the area and the best attractions and he pointed out special brochures which made our stay even that much better. He also went over all the restaurants on the map so we would know where we were going and what to expect. We decided to stay an extra night and Shawn made this happen with out a glitch as we had to change rooms since our balcony room was only available for one night. He, never the less, found us a quiet ground floor room and made the switch so painless with quick and prompt attention to everything. We will definitely return to this hotel which is charming with its outdoor seating and small bridge and fountains and flowers. The only thing that is not perfect is that the shower pressure is not very strong in some rooms, and some of the bathtubs could use a face lift. Other than that, the pool and jacuzzi, and sauna and steam rooms are fine and clean, and the parking is plentiful and well lit, too. Thanks to all the staff there who do great team work to make the guests feel welcomed! The tea & coffee is always available, but I would have liked to see more fresh fruit outside of meal hours. This place is a gem, though, and certainly for the price, I would give it an...

I would not stay at this hotel again due to the following issues: Bedding was frayed and pilled. I was so uncomfortable with the linens that I wiped down both beds with antibiotic wipes to ensure we were sleeping on clean sheets. Unacceptable! The Registration Office was old and unwelcoming. The furniture was so old that I wouldn't let my family sit on it. There were no snacks/food for us to nibble on while we waited to get checked-in. We never received housekeeping no were we told that you had to request housekeeping. It's very disappointing walking into your room after a long day/evening and not have your room cleaned! Unacceptable! We were part of a wedding party (the wedding guests basically sold out the entire hotel). Unfortunately, I forgot to use the "wedding discount link" to register and used the direct online link. When we were at the wedding and comparing hotel experiences, I realized that I didn't use the correct link. I contacted Registration and informed them of this unfortunate situation and they basically said, too bad. They were not understanding at all. I offered to show them my photos of us at/in the wedding but again, I received a cold NO. I felt like it was a "gotcha" moment and they were happy to make the extra money off of me. What happened to the "customer is always right" policy? It is very clear that the customer is extremely low on the "customer-focused" and "appreciation" ranking...