The Knoll Hotel Napa Valley, Tapestry by Hilton — Hotel in Napa

Customer Service is below par here..

Came her for my mom's 70th birthday and was excited to be staying in the King Bed Junior Suite.

Arrival - Tall, red/ginger hair individual barely greeted me and just asked for my name, ID, and then slid over keys. NO welcome speech, NO directions, NO warmth.

Room - As soon as I walked in I knew it was the wrong room! I had booked on 11/17, our check in date was 12/27 - I booked through Expedia. Called front desk and was unfortunate enough to speak with Sarah and her bad attitude. She casually mentioned that there was a change/modification (unsure when exactly) to my reservation and that they 'overbooked' , so I would get my rate prorated/deduct $100 for the change in room. Tall, red/ginger individual neglected to notify me.

What if I didn't call back? They would have charged me $250 per night had I not said anything. Jr Suite sleeps 4 people, we had 4 people in a normal King bed room and quickly became sardines. Sarah failed to do the following: be emphathetic about the change, didn't willingly try to make things right, didn't ask how we can make our stay more comfortable...she already sounded annoyed before I even introduced myself. Things Sarah could have done: Send a complimentary beverage(s) for the birthday/woman we were celebrating, ask if we needed more beddings, say that she would do her best if there was a cancellation for a room with 2 queens...the list goes on.

Let's not forget, Sarah reactively called me 'BELLIGERENT' for speaking to her as an upset customer might - I did not swear, I was NOT under the influence, I did NOT yell, I did however say the situation was like ordering steak and getting chicken (out of frustration, also I felt that was the closest descriptions that came to mind-- was this comment hostile? agreessive?..Maybe passive agressive..but not hostile). Sarah continued to say there was a miscommunication about the whole situation...when actually there was NO COMMUNICATION by the hotel at all.

In the end, after being called belligerent and exhausted by Sarah's excuses and insincere apologies, she offered to reduce our stay to $75 per night...it was something but we will never go back to this hotel again.

More fun facts: Almost everytime we walked by the front desk, we heard different employees say a combinatoin of "....'miscommunication' this and your 'credit' will be used for that" -- in other words, problems happen here on the regular.

If we did get the room we booked, I would still not recommend the hotel for people who are trying to spend an easy relaxing weekend. It's true, this hotel is on a busy street, you can't really walk to downtown, the vibe just doesn't match what it marketed through the photos. The photos match, it's fine...but just fine.

Check out: Jennifer was professional and my invoice matched what Sarah had...

Umm we had a mixed experience and the reason why I gave it a 4 and not a 3 was because the staff was EXCELLENT! ||Check in was nice and quick.||Room was 337, which was at the end of the hall unfortunately no upgrades due to hotel being sold out. Room was comfortable but had a dent in a wall in the corner which we told reception about (we didn’t want to be charged for damage) and the drain was slow. Shower nozzle was backwards so when we turned on the shower it was hot first then cold (only made that mistake once)||Ironically we didn’t hear the road but we heard everything else from the crying baby next door (that can’t be helped), we heard the people upstairs (didn’t really say anything because they weren’t in their room all the time), but the main thing was the courtyard noise. I would recommend closing that because at 1230am people want to sleep not wondering when the people outside will tire out and go to sleep.||The hot tub was closed which was fine. There isn’t an actual pool.||Bar was short staffed and the poor bartender seemed either new or not the normal one was doing the best she could. Unfortunately the expresso martini didn’t come out right but we didn’t complain because she was clearly trying her best grabbing the recipes from her book.||Breakfast was delicious! Again, though severely short staffed and one morning she was there by herself I think her name was Vanessa and was phenomenal!||The hotel itself was great beautiful lobby with fire place and comfortable outside seating area.||Again mixed experience but one thing you can count on is the staff being...

The rooms appear newly renovated, but are not cleaned to standard. At first we were given dirty/stained sheets. Everytime room service visited it looks like they made the bed and then sat on it, sometimes leaving hair behind. This is the first Hilton brand I've been to that charges you for water. What takes the cake is the unprofessionalism of some staff there and lack of security. Someone in my party misplaced her wallet next to the housekeeping cart in the hallway and no assistance was offered. Instead we were asked if we searched everyone's luggage and the trash! Mind you we did: all the trash cans, dumpsters, and laundry shoot were throughly search by us with gloves on and not once did any staff ask what we were doing or offer to help! I even had to ask for a replacement key since it was in the wallet. When asked if they could look at the cameras, Sarah went to the back and came back and said "we don't have cameras on the 2nd floor". I understand not having cameras at room entrance but no cameras around the elevators and exits that did not make me feel safe. Management also terrible and absent minded. How could an incident like this happen at your hotel and you not get involved. The only saving grace was the bartender/waiter, Jessie and front desk staff member Jennifer (neither were there when everything happened). These two were professional, compassionate, and understand what it means to work in hospitality. I have stay at Hilton brands for years and several states and countries and this was my first time every encountering such inattentive,...