Vino Bello Resort — Hotel in Napa

Day 1: We arrived at 2pm. We were informed that they did not have our reservation even though I have the email confirmation of the reservation. The front desk staff member informed me that she would need to rebuild my reservation. After she finished rebuilding our reservation, I had to ask what rate she booked me at, which she quoted me at $800 a night, which is much higher than I had originally booked the rooms. After rebuilding my reservation I was informed that both rooms were not ready. I left my phone number so I could be contacted when the room was ready. By 6:30pm I still had not heard back about the room availability. I went to the front desk to ask about the room, and they informed me that they had forgotten to let me know the room was ready and gave me the key for the room. Upon arrival to the room, the key was not functioning. Staff couldn’t open the door after several attempts. By nearly 8pm, still hadn’t been contacted, so I called the front desk. A supervisor told me that they needed to move my parents to another room as there was an issue with the room’s door.

Day 2: Out most of the day. At 5pm keys for both rooms weren’t working. I went to the front desk to speak to a supervisor. Got new key cards and the supervisor got my phone number and email and informed me that the Director of Rooms, Katelyn, would contact me on Day 3 to help make my trip right. Got Katelyn’s business card.

Day 3: Drove back home for a mandatory work retreat on day 3 and 4 of my trip. Family stayed while I worked. I was not contacted by phone or email by Katelyn.

Day 4: Still no contact from Katelyn. Unable to contact her by phone, Contacted the front desk in the morning who informed me that Katelyn would definitely reach out to me. Still no contact from Katelyn.

Day 5: Went to the front desk to speak to Katelyn. She wasn’t in and was asked to leave my contact info so that she could contact me later. No thanks. I asked to speak to another supervisor. I spoke with Courtney about the problems. She apologized and offered us some resort credit. I asked that our room be serviced as it hadn’t been cleaned since we had checked in. We spoke to Roxanne at the front desk about getting us a late checkout at 2pm since we have young children. We were assured of both services. Went out and returned to a non-serviced room. Noticed that water was coming back up through the drain of the bathtub. Called the front desk to report. Nobody arrived after an hour, and called the front desk to tell them we had young children who needed to get to bed (nearly midnight). Engineers came to our room to let us know that there was nothing they could do since the building and pipes were old. Water coming up through the bathtub was drain water from the other units, and it would likely happen if a lot of units were running water. We used the bathtub to bathe our 2 and 4 year old kids…

Day 6: Knock on the door and someone told us that checkout was at 10am. Went to the front desk to speak to either Katelyn or Courtney. Neither were available. Asked to leave my contact info again. No thanks. I asked to speak to any supervisor and spoke with Andrew. He waived all of my fees at the resort, but I let him know that I wanted to speak with the ever elusive Katelyn. He got my contact info (again) and assured me that she would contact me within the next few hours. Probably spent about 4 hours speaking with front desk staff, supervisors, and managers. Was it worth it to get the resort fees waived? No, would’ve gladly paid to have a relaxing and meaningful trip with my family. As we were leaving our room, noticed a couple across from us using their key card repeatedly to try to get into their room. I can’t even imagine what hell is in store for them for the rest of their stay.

24 hours later, still haven’t heard from Katelyn (does she even exist?). Just received an email notification asking me about my stay and to leave a review. 1 out of 10. Wouldn’t...

I'm prefacing this review by the fact that I did ask for a room change and I was told it was impossible due to high season and influx. First, we got sandwiched in a studio between the top and first floors poolside. Heard scraping of chairs and lounge chairs when they rearrange them in the 6-7 am at the pool, carts with luggage coming down the sidewalk clunking at all hours, and lots of heavy-footed "elephants" above. Kids in pool almost always, I was not allowed to use the other hotel-side pool. There was a kitchen attached next unit, and I heard the TV blasting through the shared wall. The unit is equipped with minimal in terms of kitchen appliances but does have a microwave, a toaster, mini-fridge. No strainer in the sink and no soft closure on most cabinets. Most disconcerting, the bed was too soft and had dips in worn areas. Got through it by sleeping with my head at foot of bed! There were amenities like full size shampoo, conditioner, and body wash. Conditioner was empty. They give mini-size lotion, mouthwash and hand soap, but I had to track down the staff and use Google translation to get them. They only clean every fourth day. The drinking water is supplied in boxes which is great. They give Lavazza coffee. This place is over packed and there are those who think it's okay to sit on their porch and talk until all hours of the night. Thus, I had to call the front desk to report that instance one night, and I used my noise-cancelling headphones at times. The other night I simply opened my veranda door and said, "good night" loud enough. Parking is a nightmare, especially if they have a concert. They do valet for free during concerts, if you don't care where your car is being put and don't want to know. I personally want to know where my car is every night, so I parked it myself on the other side of the building and walked the entire length of the compound to get to my unit. The other evenings coming in no later than 9:00, I had to fight for a parking space to be near the unit. There were always people circling like buzzards trying to get the last two or three spots. The restaurant here, Olive and Hay, is top notch, and many people come from outside the resort to go to it because it is so lovely. The hostess, in particular, is amazing and personable. One day I woke up and there was no hot water! They did get the boiler on but it was tepid at best that day for my shower, and the hot water ran out way too fast on other occasions. There was a dribble effect out of the spout, too, no pressure. There is a washer and dryer, albeit it is a bit of a strange one, and lasts a long time washing no matter what setting. The dryer was rickety and didn't work well, so we had to keep checking it as it is blazing hot. Last, but certainly not least, is the air conditioner (which you will not need because the one good thing is the cool Napa air is free although there was a skunk last night and I had to shut my door)...the air conditioner is EXTREMELY noisy and sounds just like a freight train. Other notes: There is a bowling alley of sorts at the bar Crush, but it has to be reserved. We endured the sales pitch upon arrival a 12 hour day traveling from the East coast (at the concierge desk) and agreed to a one hour meeting. We got to go to the V. Sattori winery for free but it was under construction so the wine tasting was in a trailer! This is an honest review. This is 3 stars at best. I guess it would have been better if we'd been on the back side on the top floor. The last mention is that Marc, a concierge indicated that he is a republican, which I thought was a obnoxious. Can't wait to get to San Francisco and sleep on my...

I want to start off by saying that the staff that I’ve encountered have offered great customer service and are very friendly!

I’m a Wyndham owner so I booked this hotel for a short stay in Napa. As mentioned, they are doing renovations, so I knew this prior to arriving. I also expected that some of the amenities wouldn’t be available.

After checking in, I was told to get my permit at the concierge desk, which I knew was their way of getting me to sign up for a member presentation. Even though I hadn’t made it to my room yet, they said I could go there immediately for the presentation. I asked if I could go later, and they were able to “accommodate” the request, which was pushing the appointment back 15 minutes.

The first room I was given appeared to be one that hadn’t been renovated yet. It also hadn’t been cleaned properly, and the bathroom door wouldn’t close. I notified the front desk, and they immediately changed my room. During all of this, I’m still being contacted about the presentation, because now I’m running behind due to the room change. I asked to postpone, because at this point I was frustrated since I couldn’t find the new room due to the construction. I'd also been traveling since 3AM (12+ hours) from the east coast, and hadn’t been able to put my stuff in the room.

The new room appeared to be updated, although the building where it is located is still undergoing renovations. So that was great! However, my concern is that because of this, there are some things that are not working properly.

No TV channels: When I inquired last night, the staff at the front desk said they were aware and working on fixing it. As of this morning, there is still “No Signal” on the screen.

Safe not working: No power

No room numbers outside of suites: I had to guess which suite my room was in my just tapping my key on different doors. Building not secured or locked: Given that the rooms are within locked suites and the overall location of the property, I do feel better about this. However, there are alot of people here between staff, construction crews, and guests. The building lock isn’t activated, and there was a ground floor unit where the door was ajar. This was at night, and well after the construction workers were gone.

HVAC: It is VERY loud. If you’re a light sleeper, then it would be noticeable. Luckily, by the time I realized it, I was exhausted and just wanted to sleep.

Again, the hotel staff has been great, and the Wyndham rep that I met was very apologetic! They gave me an additional bottle of complimentary wine, a rose for Valentine’s Day, and extended my checkout. The location was convenient, and the property is nice.

My issue is that this hasn’t really felt like a vacation experience because of the time I’ve spent trying to get these issues resolved. And perhaps there could have been more consideration or better planning around how to ensure the guest experience might be impacted when it comes to basic things, if the plan is still to have them stay in areas where renovations are occurring. Overall, I’d still consider the property for future stays based on the customer service, and after the renovations are complete. And if you come while the renovations are happening, just pack...