The Living Room - Meritage Resort

Stayed here for 1 night with my wife, we had a great experience. It’s a bit of a corporate vibe in the hallways, but in the rooms they’re cozy and well equipped. We arrived and were provided complementary sparkling wine and valet, offered coffee or water in the lobby, the staff were super friendly. The fitness centre is great, has everything you need. The grounds are beautiful and they have turn down service with water chocolate and anything else you might need. Room had a balcony, comfortable bed and a great Illy coffee set up which I enjoyed. Overall I’d highly recommend it, punches at the top of its 4 Star rating for sure.

Unimpressed. My first stay.... hears great things about Resort. Upon exiting my Uber, a guest shared how someone stole from her room. I checked in, no problem, went to my room and walked into this hot mess. Room looked ransacked. Called front desk, was told they'd send someone. Waited 20 minutes, no one came. Went back to check in... shared photos.... they apologized. Moved my room and offered $50 Resort credit. Rooms run over $400/ night. I questioned the amount and begrudgingly was offered $100 credit. Took it and next day complained to manager. He gave a suspect rationale to why room appeared the way it did. I I told him, my safety is in question, I didn't sleep well because I thought someone would enter my room and do what I initially walked into. He gave another $100 credit. No offer to comp one night, discount my stay, nothing....I told him I have a VERY negative first impression of a highly rated resort.... and..... nothing. Next time I'm in Napa, I won't stay at the Meritage again.

The hotel is dated, noisy, and poorly managed. When I checked in, the key card didn't work. I was made to walk back and forth from the lobby three times before finally getting into another room. The front desk and valet are understaffed and their system is lacking. The hairdryer in the room was broken, but despite asking the hotel, twice, they never delivered a replacement during our 2 night stay. The bathroom mirror light is also partially broken. The room was next to the highway and super noisy in the morning. The worst part is the shower door cannot close. The front desk promised fixes but never delivered. The main restaurants are under construction, so we weren't able to dine there. Also, the pool at the Grand Reserve is slightly smaller than the one at the resort across the street. Lastly, the parking fee is unnecessary since there is free street parking everywhere. There are many great hotels in the Napa Valley, I recommend staying somewhere else.

Let me start off saying that i would give this place a 5 star review if it weren't for the billing. The people were very friendly, rooms were nice, property was nice. My wife and I stayed there in November, when we checked out, I just had them email me the bill to save paper and make everything easier. My mistake. As we were driving down the road (maybe 5 minutes after we left), we noticed on the emailed receipt that we were double charged, not once but twice for lunch at the outlet restaurant. We immediately called to get it fixed while it was fresh in everyone's mind. We were told that it would be fixed and to check out email. The email never came, the problem never was fixed. After several calls to the hotel we were told that accounting fix the issue when the got into the office. That never happened. Never could get a call back from the manager, accounting, or anyone for that matter. It has been almost 2 months and no less than 6 phone calls later and no one will refund the money that was over charged. Stay at your own risk.

My wife and I stayed at this resort a few months ago, and unfortunately, our experience was disappointing. The walls and floors are extremely thin, so we could hear everything happening in the surrounding rooms. A party was taking place upstairs, and despite calling security multiple times to get some sleep during our much-needed getaway, nothing was done to resolve the issue, and we were up most of the night. The worst part was when we brought this up at checkout. We were given the hotel manager’s email, Wael Garib, and were instructed to send him a note. We did, but he never responded. Additionally, the hotel issues day passes to the pool, allowing the public to use it. This made the pool area very loud and unenjoyable. As frequent visitors to Napa, my wife and I were very disappointed with our stay. We spent $700 for a night of no sleep. Not great! I wouldn’t recommend this hotel at all.

BEWARE! In short, it’s a 5 star property with a 1 star customer service staff. I only expect the basics too. I travel a bit and this is my first bad review in years. Same exact experience as Pamela Johnson described a month ago. On the outside it looks very nice (property) but a different experience when needing help from your room. Between 8pm and 10:30pm, no one answered the phone. I am not exaggerating. The neighbor left her two dogs in her room for two hours and they were both barking so loud that other guests started to congregate outside their door. No one could get anyone on the phone. I walked down to the front desk and was told there is no one answering because there was no operator. Then I was told security was on it regarding the dog issue. Nothing happened until the guest returned. It was misery for two hours listening to these dogs yipe and cry. They had some staff and no one could help. The hotel was not full, they could have moved me. Totally disappointed. No call back from the manager. After reading other similar experiences here, I’m not expecting one. They staff the customer facing areas (front desk) as a facade to mask the lack of staff in the other areas. Other cons: 1. No room service. Would not answer the phone. 2.. Don’t even think about checking in before 3:30pm. They tell u they will text and they don’t. 3. Several pools and halls are being renovated. Not an issue just letting u know. 4. My room was facing the wall that surrounded the pool on the first floor. A little disappointed here. Pros: Room was nice inside and clean. Resort was pretty. It had all the makings of a great experience but sadly we left with a very bad experience.

Beautiful Resort at a perfect location. Hotel Staff was great at check in and around the resort. In room dining and service left a lot to be desired. Wrong items delivered and no responded after multiple calls and attempts to resolve. Cold showers were a little frustrating as well for $500 a night in Napa.

The price of this hotel does not justify the quality you will get at all. This place should be 60-70% cheaper than it is. Things that were very bad: - The cleaning staff took several days to pickup leftovers so the halls were pretty much always riddled with trash and food. - The patios in the rooms are filled with spiders and cobwebs - There are almost 0 food options at the resort outside of the supermarket, which doesn't carry any high quality items and is incredibly overpriced - The spa is extremely overpriced - The front desk ignored almost every single call that was made to them - There was no conditioner or shampoo in our bathroom -- we had to request it and it didn't arrive for several hours - The price was absolutely ridiculous, almost $500 per night and the quality was not even close what you'd get at that price point - There was a $48 charge added to our room for drinks ordered at the pool **which we did not order** -- that was the last straw that prompted me to write this review. They have a decent location and a nice property, but just ruin it with the incredibly poor service and overinflated price tag. You should avoid this place at all costs.