Andaz Napa, by Hyatt — Hotel in Napa

We booked a two-night stay at the Andaz for our wedding weekend on September 22-23. We checked in after dinner on the 22nd, dropped our luggage off, and headed to the bar for a drink. When we returned, we noticed a faint gas-like smell and thought maybe it was the fireplace, but it wasn't on. About an hour later, the smell got stronger, so we went down to reception and informed them. A staff member did come up and noted the smell was coming from the bathroom, but since it was after 10 p.m. he couldn't do anything about it until morning since it would take about 45-60 minutes to fix. He said he would have the receptionist check and give us a call if there was another available room to move us to. We didn't receive a call that whole night and didn't want to make a fuss that late so we opted to wait until the morning to follow up.

In the morning, the smell was worse and I was expecting my bridal party to arrive in an hour as we were going to be getting ready in the room. The receptionist said they could move us to another room to get ready in; however, it was a smaller room when we paid for a junior suite to have the space to accommodate the bridal party. I didn't want my bridal party to be crammed into a small room while we were trying to get ready, so I asked if there was anything else they could do. The same staff member from the night before was able to come in and managed to get the issue fixed within 30 minutes, right before my bridal party arrived. He was very apologetic and for the rest of the morning made sure anything my bridal party and I needed were taken care of. I would have to say that he was the only staff member who was understanding and made an effort to ensure our stay during our wedding weekend wasn't completely ruined.

After our wedding, we chose not to come back to spend the night there because we didn't want to risk coming back late and experiencing the same issue so we crashed our my father-in-law's home instead. We returned in the morning just to collect our things. Upon checkout, the receptionist told us they would compensate us by refunding half of our stay. A few days later, while on our honeymoon we noticed they ended up compensating our whole stay since we shared that we didn't end up spending the second night we booked there. We appreciate being reimbursed for the nights because our experience wasn't great and for a hotel that prides itself on being a luxury experience...it was far from that for us.

My husband was not happy cause he wanted our wedding weekend to be the best and booked us an expensive room, which is something we rarely do but decided to do as an experience for an important event in our life. We've had better experiences staying at the Residence and Hampton Inn Suites. Despite the hotel situation, we did our best to not let it get to us and still made the best of the weekend...

I had a free Category 1-7 hotel for making Globalist again last year and on our way back to Oregon from the Bay, we popped in here for a night. The hotel room was amazing with a nice firm bed (See my Wild Palms Hyatt review), a tub in the room, large shower, two sided fire place and two TV in a Jr Suite, so was really nice. Since we came in and left so fast, we didn't even use the tub but will have to come back again. While my lady worked in the room, I ventured back downstairs to get my welcome drink and made may way to the bar on the second floor. The bar was not crowded since it was Monday but the second floor bar is really large and pretty cool and the bartender that day was a really nice young lady who was having her birthday that day so my lady finally joined me and we ate and drank there for some time then made our way down the street to an Italian place that the young lady behind the bar recommended. The evening was great...it was breakfast the next day is why I gave the service 2 stars. My lady was working, so I went down to breakfast alone and was to bring her back a coffee. Looks like there was only one person working the entire restaurant. I was seated an my order was taken and my food came out some time later. I noticed during this time of me eating and finishing my food, no one ever came to refill my coffee or anything. In fact, my lady came down from the room and wanted to get some food and she literally sat that for about 15 min with no one coming over and the one person I actually yelled for him as he walked another section and he either didn't hear my or ignored me. So, my lady went to get her own coffee and we sat there an waited. Finally I got up and went to the front and there was another lady standing there and I asked her for a menu which she provided then came to the table to take our order and get us more coffee and I told her how long we had been sitting there without any service...I even remarked to my lady that the table next to us had not been cleared off and those people left at least 45 min ago. I'm going to assume the place was short staffed and this was not a "they not like us" type of deal, but for a nice hotel like this, it kind of ruined the experience. The lady that helped up offered to comp our meal, but I told her that I was a Globalist so it's already comped. Napa looked pretty cool and I plan to come back again when we can...

I’m not one to leave reviews of any kind but this stay deserves one. I booked this hotel for our 20th anniversary through American Express Platinum. The Andaz is a featured luxury hotel. I feel duped by the Andaz as I booked a room with a balcony and we were given a room looking at a dumpster and concrete roof with a walk-out that was just a window that didn’t open.

As well, the terrace was shut for a private event the first evening as well as for breakfast the next morning. I reserved this hotel for the terrace. They sent us down the street to the Astor hotel in their Terrace was shut as well. We could not get a definitive answer if the terrace would be open the next day. We were only there 2 nights.

All of this for $750 a night. After three conversations with them they agreed to move us the next day and refund us a night. We declined the move as I ended up with Covid the second day and hunkered down to keep the staff and visitors safe. Upon departure my husband was escorted to the car and told we would not get a night’s refund.

This was not a luxury hotel stay and we should be compensated as we could not use the amenities. It should not be an excuse for them that I tested positive the second day for Covid. I did the right thing by sequestering and keeping everyone safe but we should have been given the room and amenities that we were promised at the time of reservation. I even phoned the hotel the week before our vacation to make sure we were going to have the room that I reserved and I was told we absolutely would. The convention that was going on was overwhelming and loud in the hotel. Either this hotel needs to be a luxury hotel for a getaway or a convention hotel. I cannot understand how it can be both. We do not recommend this hotel for an...