Grand Reserve at The Meritage

"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."

"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."

"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."

"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."

"We had an amazing experience at the Grand Reserve family friendly pool. Staff member, Eunice, provided us with such great hospitality. Not only did she provide excellent service, she made us feel cared for. She was extremely quick to take care of anything that we needed. She was highly personable and always smiling which helped make our day absolutely perfect as we were celebrated a birthday. We also want to acknowledge Mr. Gharib for providing the highest level of service. He was kind, professional, and made us feel so welcomed. Everyone at the Meritage was such a joy to meet. Thank you so much! 5/5 stars and two thumbs up!"