6/10 Okay
Johnny
Travelled with family, Travelled with group
8 Nov 2024
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
My wife and I recently stayed at this hotel, and while we appreciated the beautiful location and convenient amenities, our experience with the service was disappointing. Upon arrival, we were assigned a room that had a very strong smell of smoke, which was especially concerning as my wife is pregnant. We requested a room change for her comfort and health, but the front desk staff member who assisted us initially (a bald gentleman) made it seem that our request was simply not possible.
Given my background in Business Calculus, I understand probabilities and the likelihood of room availability, so I inquired further. When he stepped away, another staff member confirmed that multiple rooms were, in fact, available, which was also later verified over the phone.
This experience left us feeling as though our polite approach had been overlooked, and we felt that our request was not given the same consideration as that of other guests. Observing the positive treatment provided to other guests before us added to our disappointment.
We hope that additional training in customer service might be considered to ensure all guests receive fair and courteous treatment, regardless of the individual assisting them. We visit Napa frequently with family and friends and enjoy exploring new accommodations in the area. We would love to see improvements at this hotel, as the location is ideal, and we would gladly return if assured of a better experience.
Johnny
Stayed 1 night in Nov 2024