DoubleTree by Hilton Napa Valley - American Canyon

Price

As we woke up we saw cockroach on walls, bathroom, in bed. I complained about it but was just dismissed. Asked if I wanted a extra cookie and to get a refund via Booking.com. Looks like it is a known problem but not much is being done a out it.

Mir fällt nichts ein.

Die Toilette hat nicht richtig funktioniert. Nach Anmerkung an der Rezeption hat es 1,5 Stunden gedauert bis der Hausmeister kam. Mittlerweile war es 22 Uhr abends und wir wollten schlafen.Die Zinmer sind extrem hellhörig, sodass wir von den Nachbarn sehr viel mitbekommen haben.Frühstück haben wir gebucht für 15 Euro pro Person. Leider wurde kein Amerikanisches Buffet angeboten sondern per Karte. Es gab nichts für 15 Euro, sodass wir auch noch drauf zahlen mussten.

I'd like to be able to give a good review but cannot. I overlooked a few things like a broken iron (they brought a new one), our room was not ready upon check-in, yes, the pool looks murky and I hope the Koi fish live to tell about it but my biggest gripe (and we gave them 3 attempts to rectify it) is: Some guy began playing his guitar at 11:30 pm AND singing (perhaps he was recording his new material in the quiet of a hotel where EVERYONE was sleeping...cheaper than a recording studio). Additionally, there was the singer and I guess his back-up female vocalist; we could hear them through the walls and the guitar was loud enough to 'feel' the chords. After 45 mins, I texted the front desk on the app they have and asked them to please speak to the people so that it would end and we could get sleep (the real reason for hotels in the first place...to sleep and get rest while traveling). They said they'd send security up. They did not. The guy literally played and sang ALL NIGHT long until 6 am. Upon checkout, I mentioned again and that because I got ZERO sleep, it not only affected my night but now I could not share the driving w/my husband as I was exhausted and would be a drowsy driver and that the trip was a bit of a problem now because one person was doing all the driving. I asked why security did not come/stop the person. "I'll look into" and let you know (no discount, no anything...). and no response. I called a few days after we returned to speak to the higher manager..."I'll look into"....he did not. No call, no follow-up, no discount/refund...no sympathy, no customer service. All of the housekeeping staff that we encountered throughout the grounds/place were very friendly and kind; the woman who brought the new iron "Shirl" was a sweetheart. The management and the 'customer service' aspect of the hotel 'doing right' was ZERO. I said to them "Oh, the hotel seems to be fine if there's no problem I guess. But when there is a problem like someone is RUDELY playing the guitar all night long (we weren't the only room that abutted theirs obviously....) and the guests cannot sleep, you do nothing...?! VERY DISAPPOINTED. The place is in need of new everything...including new customer service and management skills so when they're guests encounter an issue or problem, you can SOLVE it. For that one problem, I contacted the night staff that evening on their in-house customer service app, one front desk person, Darwin, upon checking out, and the manager Watkins over the phone the following week....not one of them did anything, nobody called back/followed up, etc. All 3 points of contact IGNORED the problem that was quite able to be solved. POOR service. Stay elsewhere. (The guy might be recording his next album there...). If you need no sleep and like being ignored...stay here

Very enjoyable stay since room was clean, comfortable, quiet. Cleaning staff daily and were very friendly.

Key card kept expiring each day and needed to go all the way around to lobby to get activated again, pool and hot tub closed

Staff was fantastic!! The bathroom was a little beat up

The property seems to be going through some renovations and updates. Other than that everything was great

Regrettably the pool and the jacuzzi were closed down with no advance notice. Also, they completely did not provide cleanup service on a day that we specifically asked for it. They also told us they would send us a hair dryer and they never did. Pictures of course.

Comfortable

The place is ready for a makeover, so the attention to the property is awful.

For a Napa/Sonoma trip this works well. Not too pricey.