Great ambience

For the price I paid, the hotel did not really meet up my expectations. 1) First and foremost, there is no vibe at all. 2) Rooms are away from parking, and you have to park on street. Valet is complementary but add at least 15 minutes. 3) At 4:00 am in the morning, our neighbor decided to do a dance party w/ loud music. Harsh banging on the door fixed it.

Nothing was as I expected.

This was one of my most disappointing stays. The room was very expensive and yet everything was frustrating. The room is pretty average and way very over priced. Nothing was working seamlessly as you would expect for the price. Check in and luggage storage wasn’t smooth, bell man wasn’t around when we needed him, free valet parking never happened, no enough ropes in the room and room service was slow in responding to requests. The spa was across the street. We booked the room with breakfast and it turned out the breakfast was just credit that we can use at the restaurant or store. The restaurant was full and using the credit at the store was very frustrating. At the end we found a nice manager at the front desk who took our feedback and refunded us the resort fees for all the inconvenience.

This property is top notch! Everything was perfect for our trip to Napa. Gina, the concierge was so helpful prior to our arrival and once we were there. The staff could not do enough for us. Will definitely stay here again!

Staff was very rude hotel and amenities were not clean. The pool had a horrible smell. Overall room was dirty housekeeping would not come daily.

The room was nice, very spacious and it had a great balcony that overlooked the courtyard. It is a beautiful location with the vinyards in the background and close to down town.

The service was lacking from the moment we arrived. The front desk staff were not engaged, I felt as though I was interrupting their day to check into the hotel. There was no one to help us to our room (we have kids and had to borrow their luggage cart.) Unfortunately, the first night we arrived back from our anniversary dinner we found our bathroom sink overflowing with a black sludge. The service man attempted to fix it and was only able to half unclog our sink and we were advised to not use our bathroom. Ok, so....where do we go to the bathroom, the front lobby? So, unable to use our bathroom for a night, the next morning we had to leave for an all day adventure with no showers or facilities. I brought this to the front desk's attention the next morning, as they were not aware of it. There was a serious lack of communication at this hotel. This should have been red flagged that a guest could not use their bathroom and immediate action taken. After my inquiry, they sent out a new service man and they were able to fix our room, however the damage was done. Our anniversary night was ruined and the time we had set aside for family time taken away. There was never a manager or person in charge of this hotel to speak to about our situation. We have called the hotel to speak with someone and have been hung up on 3 times after waiting on hold for over 10 minutes each time. I just don't want this to happen to another couple or family. It looks like a nice hotel from the exterior and you are paying Napa prices, but you don't get the service or experience that is expected from a Napa hotel.

The pool, jacuzzi, valet

Staff it the front desk was rood and dismissive. Particularly a person named Jayden. Very rood and difficult. When I called the front desk I was put on hold for a long time. We waited 1.5 hours to get our room and then it had a broken bed frame. We asked for ice and they be we brought it to us. It was my daughters 21st birthday and we were told that they would send some Thing to our room but they didn’t. Overall I feel that the staff is not organized and do not treat the customers with respect

We stayed at this hotel last year and had an amazing time. The facilities themselves were amazing, but the customer service was top-notch and really created a memorable experience for us. This year, it seemed like every time we interacted with staff they could not care less about us. Several times, I went to the lobby to ask a question or in need of assistance and there would be several staff members standing behind the desk talking amongst themselves and they didn’t even acknowledge me. Once, I called for my car to be brought down by valet, and I went to the lobby and the guy in charge of the valet was nowhere to be found. Turns out, he was behind the concierge desk with his head phones in. After waiting for about 5 minutes unacknowledged, I went over to him and asked about the valet situation and he then jumped up and said “Oh, that’s me!” and then frantically started searching for our keys. On the last day, I could not get in touch with the front desk for over 45 minutes and had to go get the luggage cart on my own and then pack all of our luggage myself and request the valet get our car once we were already standing in the lobby with our bags. There were several similar issues, from general treatment, to unanswered phone calls that just made this stay lose the luster that we had previously experienced. I’m not sure if they’re under new ownership or something now, but something is definitely off since last year and hopefully they can get it back on track.

The breakfast at Olive & Hay was very good. Fitness center on site had plenty of equipment, but the property overall was disappointing for the amount we paid. :(

They definitely did not have enough staff on hand to great weekend guests. We arrived at 3:30 PM on a Friday and waited and waited for a valet to come get our car and luggage. After 15 minutes we decided to bring our own bags to our room and self park our car. When checking in, we saw bottles of champagne behind the front desk but were not offered any. We were basically just given the keys to our room, told the room number and that was it. No explanation about the amenities the property offered. For a luxury resort I expected more.