The Meritage Resort and Spa

My family and I had the best time for Mother’s Day. We were well taken care of from start to end. Our two favorite people we treasured the most were Dawa and Nadia. Dawa is the GM who oversees most departments and Nadia was our pool side service gal who made our two days extra special!! Thank you guys for such a good trip We took our three little ones 7,5, and new born and I couldn’t be more happier planning our next stay here again. Not to mention the Disney princesses that’ll be here during the winter time!

What a disappointing stay. We booked the estate king vineyard but we were given a room with a pool view and a crappy AC in the room. Don’t upgrade, actually don’t stay here at all. The check in process is slow and they don’t even explain the property or what is offered / where everything is. Management says they will call and don’t. There automated texts are a slap in the face since ZERO consideration is given to actual complaints. I was atleast hoping for a decent massage and nope. The massage I booked was lackluster. The only redeeming qualities are the housekeeping that kindly make the beds and clean up the room daily and the Trinitas employees, other than that. STAY AWAY

We had booked our upgraded room 10 months prior to our visit. When we checked in we were downgraded to a different room and we were not told about it or given any options to select a different room that would accommodate us better than what they put us in. I called and spoke to the manager, and she did offer a small credit and in her words she was being nice because they had not told us at check-in. I tried to communicate to her that we would rather just have the room that we wanted and she said there was nothing she could do. I went to speak to her in person and I had to wait over 20 minutes for her to come out and talk to me when she knew I was waiting. She first tried sending a valet with a message that she couldn’t do anything to help me. When I insisted on speaking to her in person she did finally come out after another manager stopped and asked if I needed some assistance . She did indicate that they were near capacity and that more people were coming in the next day to which I responded. Why can’t we have a room that suits our booking and you put somebody else in a different room l? She insisted there was nothing that she could do to help me. For a luxury hotel to treat us this way was very disappointing. A second manager sat and listened to the whole conversation and offered no assistance. I then got an automated text message asking how our stay was on a scale from one to five. I ranked it at 2 to which a human texted me back asking if I wanted to speak to a manager. I explained the situation in text to her and I never heard from them again. No one contacted me after hearing that we were extremely disappointed with our treatment and the resolution they provided . I will not be going back.

This was the first for my daughter and she absolutely loved it. Great service. Great amenities. Great people.

This was a beautiful property. Easy to navigate the property. I was only there for the weekend for a learning conference, but the hotel is close to downtown Napa (~5-10 minutes). Very busy and lots of different groups were on property but it still felt unique and private. I hope to return in the future to explore their trails, maybe attend a summer music session, or do an onsite tasting.

Great Location. Lousy service. Good room options, but bad pricing. We stayed there for 2 nights for my 40th Birthday Celebration. The hotel staff were unhappy with their jobs, and Ember Steakhouse was disappointing. The server asked what we were doing, and he didn't do anything. One of those, what in **** the moment.

Such a comfortable Mother’s Day weekend, would definitely come back next year. They also were extremely responsive and reliable when I left my jewelry box and had to come a week later to get it and everything was there. Just a classy establishment for a truly relaxing visit.

Very nice resort, clean and spacious rooms with lots of light, offers a complimentary bottle of wine, many things to do around the property - has a pool, a good gym, bowling, a few restaurants with decent cooking

The restaurant service was a bit unstable - first time our server, Da, was truly amazing, very polite and caring. Next morning we had a different server who was making a long face when he didn’t understand what we said, confused orders among 3 people (though we just had 3 Benedict’s, not a gazillion of dishes) and was overall pretty impolite The pool could have been bigger and cleaner

The one night that we did get to stay at The Meritage was pleasant.

I associate Meritage Resort and Spa with the phrase “Walking a Guest”. “Walking a Guest” - when a hotel guest arrives with a confirmed reservation but the hotel decides not to honour the reservation. The hotel will then “walk” the guest to some other hotel. This is typically because the hotel overbooked. They expect some percentage of guests to not show up. However, based on what we heard from several employees, Meritage Resort and Spa “walked” guests because they needed the rooms for an event booking. Shockingly, the Meritage “walks” guests by first blaming it on the guest (“you booked for tomorrow”) and then on booking.com (“your third party messed up your reservation”). So, if you book at Meritage as part of an event or large group, then I assume you will be ok. But, if you book at Meritage Resort and Spa as a couple then: 1. Call to confirm before arriving. 2. Bring a copy of your confirmation showing the dates you booked. 3. If you do get “walked”, then ask that they cover your first night at the other hotel. The Meritage seems to reply to many reviews. So, I sent an email to the Director of Operations. He called me to apologize for our experience. He also refunded the cost of the meal we had at Olive & Hay.

We have been coming to Meritage for years. Overall, this is a beautiful resort that sits at the base of Napa Valley, making it a great stepping stone to all that the Valley offers. The rooms are always in top shape. We usually book a one-bedroom suite on the Grand Reserve side of the resort. The room is large with a full kitchen (including dishwasher and microwave) and a nice balcony. Rooms are always cleaned well and the bedding is fantastic. Our main quibbles are with the price, the understaffed venues, and issues with service. We paid $800+ per night for our suite, which would not be unreasonable if other issues didn't crop up during our stay. For example, we could not check in on the Grand Reserve side because the check-in desk there was closed. Once we got to the Meritage side, we had to wait in line for about 15 minutes to finish the check-in process because they didn't have enough staff. Even though we checked in at 4:20pm, our room was not ready. We sat in the bar and ultimately waited an additional 20 minutes until the room was finished. Another issue: we requested a late checkout for 12 noon, which was greatly appreciated. At 11:10am, a housekeeper came to the door and asked when we would be leaving. Not horrible, but you would think housekeeping would be informed about late checkouts and not bother guests until after their checkout time, especially since we still had our do not disturb sign on the door. Also, we realized when we started making a couple of trips to load the car at around 11:20am that the door key no longer worked. It's a good thing we put on the manual door stop, preventing the door from closing all the way, otherwise we would have had to go back to the front desk to get a new key. This is not the service you'd expect from a 4-star resort that charges $800+ per night for a modest (but roomy) suite. Even with those issues, we still enjoyed our stay at Meritage. The pools are fantastic, the restaurants are enjoyable (if pricey), and the rooms are in great shape. We'd love to see Meritage iron out some of these service issues. If they do, this would be a top-tier resort.