The Meritage Resort and Spa — Hotel in Napa

This is my 3rd year staying at the Meritage for Bottlerock and it has only gotten worse. lets start with THIS trip (and Meritage, the room reservation is under my friends name, we are waiting for guest services to call us as promised).

Arrived at 3pm, check-in is at 4, huge line in the lobby-understandable. They knew this would happen. but no preparation. Went to the new lobby bar, they had one bartender working for one of the busiest times of the entire weekend- check-in for Bottlerock.

My friend had pre-ordered the birthday celebration and the red wine flight. Nothing was in there and our room was very warm. My friend notified the front desk that neither pre-purchased items were in the room, they said they would get on it asap. We waited an hour, but then needed to leave for Bottlerock around 5. As we were leaving, the bday celebration showed up. We grabbed it and went to put it in the fridge..There was no silverware, so no way to eat it. We return from BR around 9 and go to the lobby bar. There were 3 other parties there and 3 people working. We do not get addressed for 5 minutes. The bartender did not even know that room service went until 12 pm, he had to ask the front desk. After our first drink was finished we waited and waited, we had to waive down someone else to serve us.

Back to the room, no A/C so we have to call the front desk. Also, the wine flight was there but it was the wrong one, two warm whites and two reds- not the one that was ordered. No one answers any line option on the phone. The only option that answers is in room dining who transfers me to someone who can help. Maintenance came and replaced the thermostat, which was great, but at 11 at night. We ordered room service during the wait, DON'T.. not worth it. Bar level food for Olive and Hay prices.and it will sit in the hall for almost 24 hours.

Next morning, housekeeping comes at 8:45 am, we ask them to come back in an hour or so. We leave for the day, no one ever comes back, room isnt cleaned, ok, no big deal. Next day, housekeeping comes again at 9 am, we ask them to come in an hour. We are leaving a hour later and the cart is across the hall but they are in the rooms with the doors closed, so we assumed it would be fine. We come back later in the day, no clean room. Ok, not a biggie, housekeeping is still on the floor. I ask them to clean the room and the housekeeper says they don't have time today (she was very polite and we were conversing in Spanish), she wrote down the room number and I asked her if at least could we get some towels and water. We leave to talk to the front desk, they said they stop housekeeping after 2pm. We informed them we asked them to come back each day as the times were consistently early. She said she couldn't do anything really but would try. We wish someone would have said there was a timeline for the cutoff. Now, at 9:30 at night, we have to have them come to give us toilet paper because the room wasn't checked for the minimum amenities or trash removed for 2 days.

Back from day 3, we decided to try the bar food at the Commons Lobby Bar. Wagyu sliders were beef patties.. no way it was wagyu beef, it was frozen small burger patties. The buns were still cool on the inside and were clearly frozen right before.

The shower valve in the room is backwards (hot and cold are backwards), water pressure is WEAK! The handle on the bathroom door is broken and the screen door to the patio you have to fight with to get open and push so hard. This is not a 4 star hotel. The service is unacceptable for the price. I understand it is a busy wkd, but it was not a surprise, they are very ill prepared.

Last year the messed up the birthday surprise as well, check in was a nightmare.. the spa is not up to the prices.

Long story short, if you are looking for a resort or relaxing place to stay for Bottlerock or any time, spend your money...

Be warned - they do not care about their guests health/safety.

This place has really gone down hill. My family and I have stayed here a few times before and for some reason, this last stay - it was terrible.

I specifically picked out this resort for my Bachelorette weekend bc of the previous experiences I’ve had but this last stay, it was the absolute worst experience. I regret choosing to stay here.

My Bachelorette party and I stayed in a suite which was not cheap. The first night, we went to the bowling alley and ordered food and drinks. This is where things first started to go wrong -

The food I ordered did not taste right so I had to send it back. A friend’s order came out wrong. A couple friend’s orders never came and we had to follow up, our server to told us she wasn’t sure why but they hadn’t made it and were just getting to it (45 min later).

Our server knew they were messing up orders left and right so she didn’t charge us for bowling.

The next morning, we asked for additional towels and they never came. I called an hr later and the lady who answered said she put in the order so she’s not sure why they didn’t come yet. And in the end, they never came. Throughout the weekend, we would call the front desk for different things and they barely picked up the phone.

Later that day, my mom came to check in to her room and they told her they could not find her reservation and they are sorry but this has been happening.. like what?! And so they ended up putting her in a whole different building from us and telling her they had no available rooms in my building.

Then that night, at 3am in the morning - a fire alarm in one of our rooms were going off and woke everyone up in our suite. When we called to ask what was going on, they couldn’t tell us why it went off and when we asked if it was carbon monoxide alarms - they couldn’t even tell us that. It kept making noises as they tried to go back to sleep.

Of course my friends were concerned/paranoid as they were worried for their health and safety - thinking it could be carbon monoxide, so they asked to be placed in another room (they were not offered this to begin with) - lo and behold - they put them in a room just a couple doors down from our suite. Where was this room when my mom was checking in?!

I’ve worked in a hotel before and I know they are supposed to inspect alarms and I’m not sure if they are doing this with the alarm malfunctioning in our suite.

Because of all this - I reached out to the front desk Sunday and asked for a manager to call me, they said they would and they didn’t. That night I called again and they said they will call me back shortly and didn’t call. Monday I called again and they put me on hold then hung up on me. Finally Tuesday I reached out to Expedia and they called the hotel for me and told me the manager didn’t even want to speak to them but instead told an employee to tell them they will not be offering any kind of compensation.

I’m extremely disappointed and considering writing them a demand letter. It is absolutely not ok for them to just avoid me. Who knows what was going on with the alarm in that room. If it is defective, that’s a hazard/risk and it seems they did not care at all about putting their guests in harms way.

I know they are probably going to respond to this review pretending to care but if they really did they would’ve called me back right away.

Do...

I wish I had read the negative reviews before booking a stay at this resort.

We booked a 2 night stay during the holiday’s because it had ice skating, s’mores, food trucks, a heated pool, wine tasting, a spa, and pet friendly. So many amenities for a fun family vacation. Too bad it’s poorly executed - this place would be amazing if they would pay more attention to the details.

ROOMS They are ok, what you’d expect from a 3 star chain. Keurig coffee maker in the room. No snacks nor beverages other than complimentary boxes water and a bottle of wine from their vineyard.

SERVICE terrible! The staff in the lobby were rude, except for Kylie was helpful and pleasant

Ordering room service was challenging. There was no instructions nor menu in the room. I eventually found a menu online via Google search. It took several tries for my call to be answered and when the staff member answered, they sounded annoyed over the phone and curtly said “it’ll be 45 min to an hour” to deliver a ginger ale and pre-packaged dog food.

I “upgraded” my stay with a slumber party kit, cheese plate, chocolate covered strawberries, and wine flight. The wine flight never arrived and the cheese was moldy.

When I checked in, nobody provided me with a map nor instructions about reserving fire pits, spa reservations, restaurants, etc. I was on my own to figure it out. I would recommend training the staff on basic customer service skills.

PRICE So many hidden fees. Like others have mentioned, I paid an extra $300 in unexpected fees for the resort for a 2 night stay. There were 5 occupancy taxes added to my bill for a 2 night stay!? One of those occupancy taxes was applied to a “pet cleaning fee” (standard fee for anyone who brings their pet) and in the state of california, services are not taxable.

FOOD The food is waaaaay over priced for what it is. I ordered a basic grilled cheese from the market and it was $15. The velveeta cheese nachos from the food truck were $28. Just ridiculously priced for what it is but unfortunately we didn’t have any other options because it was Christmas and every place outside the resort was closed.

AMENITIES while the ice skating rink and bowling alley were fun and festive, the ice skating rink was unsafe at times due to over crowding and mistreatment of the ice. During the day the ice melted and there were pools of standing water on the rink. On several occasions there were groups of proficient skaters playing tag on the rink, chasing each other, weaving around other skaters trying to stay upright, and skating in the opposite direction. I expected the staff to stop them but they didn’t.

The skates have no edge to them, making it really difficult to skate. If you have your own skates, I’d recommend bringing them

We had booked an unlimited skating package and it wasn’t until our 5th time to the rink that they finally gave us a VIP band - which meant that we needed to stand on line to get a new band the first 4 times we went skating. Also, included in our package was 2 hours at a fire pit with s’mores. No one told us we needed to reserve the table in advance and by the time we figured that out, there were no tables available and we didn’t get a chance to enjoy our s’more making.

LOVED THE SPA!!!...