The Westin Verasa Napa — Hotel in Napa

I'm a Platinum 75 night member:

I recently visited your property and found your staff to be friendly and courteous, however, they seemed to lack the attention to detail that an SPG category 6 hotel requires. I want to mention that I did not use my points during our stay.

My experience with your concierge staff was horrible and the St Regis San Francisco quite frankly put them to shame! We have traveled the world and I have never experienced a concierge staff like yours at a Category 6 hotel... They look and acted more like a "visitors center information counter". I would expect at a minimum that a hotel located in the heart of Napa would have strong standing relationships with the top wineries in Napa and could accommodate requests for tours on short notice. The St. Regis. San Francisco concierge staff was not only able to accommodate my request, but they made two additional recommendations and backed them up with reservations. Your staff replied to my request with a "no" and then they never answered my follow up email request for any other possible recommendations. We had dinner at your "La Toque" restaurant that has the "Grand award winning wine cellar" with 2,000 selections from every important wine growing region in the world. Leaving me with the question: How could you not have a strong relationship with the high end wineries in your own backyard? This is disappointing and sad that the only SPG Category 6 Napa hotel would not have this covered. Look, if it was easy, anybody could do this but if you're going to call yourself a category 6 hotel; you need to back it up with world class exclusive services. It’s the small things that differentiate your hotel allowing your guests and SPG members to experience an amazing and memorable stay….Relationships with wineries seem like an easy way to add value with very little additional cost to you.

This lack of professionalism is just simply unacceptable for a Category 6 hotel... And as a SPG platinum member I feel your rating is diminishing the worth of the SPG membership, brand and point reward system.

Additional feedback:

When we arrived at the hotel around 7:15 pm there was no bell staff to greet us or attend to our luggage. There was only one valet employee and we waited to see him. The concierge booth was closed... One would think a concierge staff would be available during the peak of dinner hours. We stayed in a suite but we found that the rooms décor is more on the corporate side and lacks the elegance that one is accustomed to experiencing at a cat 6 hotel. Sorry your...

We just returned from what may have been our tenth stay at Napa Westin. This was the first time we had an issue but they all hit at once. We booked a one room suite with an adjoining king room because we were traveling with another couple.

We arrived on Friday afternoon to find the toilet in our room wouldn’t flush as it ran continuously without filling the tank. I alerted the desk who sent up a couple guys who reported they couldn’t fix it and later that a part would need to be ordered and it wouldn’t be fixed until Monday (two full days later) which was upsetting because we paid so much extra to have two bathrooms and only had one.

Before leaving for the day, I went to the desk Saturday morning to find out what could be done. They offered to move us but no other room was available so asked us to pack our things so they could reassign our room and get a new room for us when we got back for the evening. This was no good because we had food in the fridge and appointments to keep. When I told the manager, I think maybe Diane was her name, it wouldn’t work, she abruptly dismissed me saying “enjoy your day”.

When we returned Saturday afternoon, the toilet was fixed which was great and strangely odd because they left a card and some cheese on the toilet tank. We did not consume the toilet cheese. But our room hadn’t been made up. I later learned, when I was asleep with the do not disturb on the door, that this was because they thought we were moving rooms. Room service walked into our room while we were sleeping with the DND sign on to ask why we hadn’t vacated our room since we were checked out. Then the front desk called again while we were sleeping to ask if we’d still like to change rooms and couldn’t seem to understand why we didn’t want to move since the issue with the toilet had been mooted.

When we returned from wine tasting Sunday afternoon, the room still hadn’t been made up (probably because everyone thought we checked out) so we had to ask the front desk for towels. It’s not an exaggeration to say the towels didn’t arrive until 11pm. While we were asleep again.

So all in all, it was not a great stay and was somewhat embarrassing, especially since we brought another couple with us. I’m not sure we’ll be back for an...

After staying there nearly every 8 weeks for the last year, the front desk never seems to remember us. Although my SPG Platinum was supposed to be attached to my corporate account, it has never been. Every time I check in, I have to ask the front desk staff to correct it and they always fail to. Thus, I always have to remind them that I am SPG Platinum and entitled to certain benefits. It doesn't feel good to have to request recognition when I earned it. Whenever I stay at other SPG hotels, they always say "welcome back." I stay at the Verasa the most and am never remembered by their front desk staff. In fact, they always ask if it's my first time there. I probably have stayed there 10+ times in the last year. Moreover, I have a corporate account, but can never get the corporate rate without calling in and requesting a favor. Corporate rates should be there to reward people for their multiple stays and should be available as long as a room is available to thank us for our loyalty. Rooms are available, but I have to beg them to honor my corporate rate...??? Having a corporate rate at the the Verasa is such a hassle. They definitely don't appreciate loyalty or they would act more appropriately when corporate members reserve rooms. We enjoy the comfort of the room, the gym, the relaxed elegance of the hotel and especially the valet and bar staff. Being frequent travelers for business, we consider the Verasa our home away from home. Unlike the front desk staff and management, the bar staff and valets make us feel special and know us by name. The valets always say "welcome back" and seem very happy to see us. All of them seem to know us and make a special effort to make us feel welcome. The Bank bar staff is wonderful and know us by name, as well as remember our drink and food favorites. We highly recommend Garth and Bobby, who are fabulous assets! The front desk should take a lesson from the valets and bar staff. They should take the time to get to know regulars, so...