Grand Reserve - Meritage Resort — Hotel in Napa

Vista Collina leaves everything to be desired and nothing to be fulfilled. We arrived to hear that our room would not be ready until the afternoon. We returned around 2:00 PM to check in for an event booked onsite at the hotel at 6:00 PM. The hotel explained that the room was still not ready but would text us as soon as the cleaning was complete. We met up with some colleagues that were part of our group and waited to hear back. This would be the theme for the rest of our time; expectations set and never met. We went back around 4:30 to find out that our room was given away not once, not twice, but three times to people that had come well after us to the hotel. After being pacified with drinks, my wife asked if she would be able to get into anywhere to get a shower before our event and the only option was to book a day pass to the spa for $100. Finally, we were given a room at 5:45 PM, only to be told they had run out of rooms with king beds as had been given away in the earlier mentioned rooms and we were given a double room with the expectation we would be able to switch first thing in the morning. We went to our room and found that it was a handicap-accessible room, something left out by the hotel when they were trying to get us sent anywhere other than in reception complaining near other guests. We were late to our event as you could imagine.

The following morning, we come down to the hotel to inquire about our new room assignment and, of course, nothing was documented on their end of the issues the night before. We were told that they will have one ready shortly, but it could be as late as 4:00 PM, but no later. The hotel again said they would text us; something you can guess from my previous statement did not happen. We enjoyed our day poolside relaxing and my wife did enjoy a massage in the spa. We arrived back at the hotel at 4:00 PM to find the room would not be ready for some time still. We were assured that this time the hotel would reach out when cleaning was completed and went to grab a quick drink. Returning to the hotel at 5:30 or so while trying to keep a dinner reservation we had made at 7:30 in Napa. The hotel explained that a room was ready pending inspection and if we would go pack our belongings and return it would be finished and ready for us. We did just that to receive a phone call 20 minutes later saying “We are ready for you. Oh, also, we forgot to mention it is first floor. Hope that is ok?” There was never a moment I felt that we were valued as a customer when our group spent $600+ per night for each room. We asked the minimum the hotel could do to make up for the continual inconvenience and inability to communicate anything in a timely manner would be to comp the massage. The hotel representative checked us into our new room and assured us she would check with her manager to get that done and would text me to let me know the outcome. We went to dinner that night and returned after a very enjoyable evening in downtown Napa to the first thing out of the employee’s mouth “we couldn’t do that, and only could comp the room service.” Not even a hello and I’m sorry, just a matter of fact and you have to take it. At this point, my feeling could only be laughter because there was no use to expect any more character out of the establishment.

Our stay ended with a situation with a hotel employee that felt fully “par for the course.” When checking out I tried to prop a door open quickly while running a suitcase out to the curb after realizing my key would not let me in this particular door for some reason. As I walked away the employee yelled out to me that I couldn’t do that and kicked my door stop out not even giving a second thought to holding the door or providing any assistance.

Again, expectations were consistently never met. Maybe that is on me, but I don’t think any of the above was too much to ask. I felt let down as a customer each moment I spent at the hotel and plan to...

This place is beautiful. The pool is awsome. plenty of places to have wine tasting on property. So far had a small issue with check in. But was resolved quickly. What we selected on line didnt match what they had on file. Was fixed after I showed my reservation pdf. Also ordered a plate of cheese from room service. They said 15 mins called them back an hour later to cancel (wife fell a sleep) to have them tell me there was a mix up and they had sent it to wrong room. I guess caller I'd doesnt work? since they never asked for my room number. This is the first night. we booked 3 nights for our honeymoon. hopefully gets better. Also tried calling the front desk twice no one picked up. On a side not the person who brought up our bags Jeff was great he gave us alot of good tips about the hotel and the local area after he dropped off our bags. Also while we were fixing our reservation issue Jeff was also near by and offered us a glass of champagne. I'm glad someone understands what good service means in a good hotel.

Day 2 Wife went to the gym early in the morning. Gym had all the right equipment and is clean and brand new and she had it to herself. definitely recommend bring your own bottle of water. The water in the gym cooler must of been there for days with out being changed out. wife said it was sour and she almost threw up. Just called the front desk. They picked up and is sending someone out to "freshen it up" oh yeah they also said sorry.

Looks like the hotel came through and made up for yesterday mishaps. they are definitely still working out the bugs but they are trying to make guest feel welcomed and it is appreciated. thank you lindsay (office manager) but unfortunately as a whole they fall short.

day 3 They had a nice event on the property with great live music. Had to call the front desk again. Looks like our chocolate covered strawberries and cheese platter that we booked on line still hasn't been delivered and its 2pm. went for a walk and came back to room at 4 looks like we got our strawberries. ih yeah did I mention that everything shuts down at 6pm. from the market place to the 7 wineries

While the property is beautiful and the rooms spacious will plenty of pillows on the bed the customer service is lacking. While we were here we went to the property across the street and it was like night and day. which is strange because all 3 are run by the same company. They treated us great and the food in the restaurant was just as good as anything we have paid for in any restaurants in napa. This was our honeymoon. we will not be...

I will begin with a positive comments. The grounds are beautiful. Valet was great. That's it. The worst customer service. Walked into the lobby to hear a guest complaining about the service. Included in your stay is welcome glass of champagne, (never received). I was hear for the 9/24 Jazz show, which was good. When making reservations I asked for best viewing room and was told third floor, front desk said your room is on the fourth floor. Not what I requested. i was asked if I wanted early check-in- and said sure. That did not happen in fact my room was not ready at 4pm. which is check-in time. Lobby was full with guest trying to check in. It was chaotic. My other guest arrived around 4pm and was told they could not have keys to room even though their names were on the registration. I was supposed to receive a cheese platter with the room, did not receive, they said they were working on it. I never received. Other guest were complaining about the same thing. No one answered the phone if you called front desk or concierge. Guest in room next door talked during the entire concert. We had to ask them to quiet down, we are trying hear the show but could only hear them. They were quiet for about 20 minutes. Again front desk did not answer phone. Before checking out tried calling to complain. If the phone was answered, I was transferred around never spoke to anyone. Called after I checked still no response. I sent an email to manager and as of today, 9/30/23 still no reply. For the cost of a room over $800, this is not the best place to stay. I wonder will I get a response now. I would have given a negative one star but you can't. I wish I read the reviews first. The complaints are all true. I am asking for a credit but I can't get anyone to respond to calls or emails. I wanted to recommend this place for a company retreat but after the service I received, I will not recommend. Napa is a beautiful city, I know there are other places to stay. I was disappointed.

Updated on 10/31/23 as of today, I have not received a response for Grand Reserve. I have called, sent emails and no response. The response above is generic, it's on all of the reviews. This is not a trick because it's Halloween, I really have not received a response. I am curious, has anyone who left a review...