I hate to be harsh - but I cannot have been more disappointed with my stay at the Westin Verasa Napa.
A few things first - as a frequent traveler (and a Starwood Ambassador Platinum member) who spends over 100 nights in hotels each year, I don't see myself as being particularly demanding guest and this is the *first* time I felt compelled to write a negative review for a Starwood property.
For $600+ a night, I expect the stay to be excellent. I won't judge them against a Motel 6 when these are the prices they are charging, and I expect all elements of hospitality to be top notch. Exceptional service should be the standard. I understand that Napa is a great tourism destination and therefore demands a premium on all rooms and in general (especially in the summer) prices are steep everywhere. However, this is no excuse for lazy service.
Let me run through my experiences here:
VALET: Upon our arrival, my family and I sat in a line of 4 cars in the narrow turnaround as we watched, for 20 minutes, the *complete* lack of urgency and enthusiasm from the two valets working. No acknowledgment, no apologetic nod, no jogging back and forth. The attendants loaded the vehicles up front as if caught in slow motion, with no care for all the cars waiting to pull up. Not the most promising start to a much anticipated family vacation.
I will say this - throughout our three days here, there were a few valets who were very friendly, energetic and didn't look like they hated their lives. They earned the extra tips from me.
Yes, I know valet is complimentary. Please don't forget how much you're paying for the rooms. They're not doing this "for free."
FRONT DESK: After finally dropping off our car out front, we entered the small but lovely, bright and modern lobby. A guest was negotiating some breakfast issue with the only front desk agent working, and this was another 20 minutes. While I was waiting, at least 3 other front desk employees walked by to retrieve documents from the front desk drawers, to look on the computer screen, or to enter/exit the back office. All of them looked my way and made eye contact. Not a glimpse of a smile from any of them. Not a word of hello, and certainly not an offer to assist us in any way.
When the breakfast drama was at last resolved, Henry the desk agent was actually nice (WOW!) and checked us in swiftly, noting that we were upgraded to a Premium Suite on the top floor (thanks, my awesome ambassador Jason!). We were warned that Internet connectivity is basically non-existent up there, and that was good to know. I chose the breakfast vouchers for my platinum amenity and Henry threw in a free wine bubble wrap for us as well, which was a sweet gesture.
The next day, I requested 2 bottles of water from the front desk on our way out in the morning. When I made the request again that evening - I was informed that "they haven't been giving away water from the front desk for years" and that I was only entitled to the 2 free bottles of water per day provided in the room by housekeeping. Really?? Were those phantom bottles of water I received just hours earlier?
Also, as I usually do, I inquired about late check-out availability and their standard times provided. The guy barely looked at me, didn't offer a smile, and simply stated "we only offer late check-outs day of, and it's based on availability" then looked away. Is someone holding him hostage? This was all information I already knew, and I was never asking for a guarantee. This may seem small but it really irked me to be treated as a nuisance when I'm paying exorbitant prices to stay at this "luxury resort."
CONCIERGE: I asked about booking a tee time for my golf-obsessed father, and I was given the phone number to the Chardonnay Golf Club. Wow. I couldn't have Googled the phone number myself? I stared in disbelief as I realized he had no intention of calling the Golf Club for me.
ROOM: It's fine. It's just...fine. That's really all I can say. The kitchen is a nice touch, but this certainly is far far away from being even an average to good Westin I've stayed in. Everything is well appointed and functional - but also dated and a bit rough around the edges. None of this bothered me, however. A comfy bed and working bathroom is all I ask for. Check to both.
Housekeeping was wonderful and gracious. Here's the one star for being up to standard in one area. Woohoo! Extra tips for housekeeping, definitely.
The location in downtown Napa is pretty convenient, sitting in the south end of the valley - easy drive to most wineries and restaurants (if you can get a valet to bring you a car). I would likely pick a spot in Yountville for my next visit, however. Because I won't be coming back here, and secondly because it's more central.
In conclusion, the Westin added NEGATIVE value to my family trip. We rarely get to spend time together, living countries apart; it was such a disappointment to expect a nice time at our accommodations and have it dampened with poor service.
All I wanted is a smile, and to be treated with respect. I expect better of Westins/Starwood properties in general, and sincerely believe quality service should be the norm, not the exception.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to provide us with an account of your recent visit, and as I stated in my email correspondence, I am truly sorry for the let downs you experienced here at our property. I would like to go through your concerns just to make sure that you and our readers know that we do take guest feedback very seriously and that your issues will be addressed.
Valet-I was able to review the tapes of your valet experience and I have spoken to the team. From what I saw there was a lack of urgency to ensure that all of our guests were greeted and acknowledged. I explained to them the importance of making sure that our guests are all welcomed as they enter the drive because an unacknowledged 3 to 4 minute wait, can feel like 20.
Front Desk-I again was able to review the tapes of the check in experience and I have spoken to my front office team about making sure that all of our guests are acknowledged as quickly as possible. From the tapes, there was again a lack support at the desk and this caused for a longer than normal wait. There should be no reason for any guest to wait unacknowledged for more than 2 and half minutes because that wait time will feel much longer.
Concierge-I have spoken to all the members of our concierge team and they have assured me that nothing like you described will be tolerated or acceptable in the future. They all fully understand that their primary responsibility is to ensure that our guests requests are their main concern and making sure they fully handle each request to the guests satisfaction.
Room-I have passed along the great feedback to our housekeeping team and I’m sorry the room felt a bit dated. We were built almost exactly 5 years ago and have been doing constant refurbishing for the past few years but thank you for your thoughts.
Overall, I really thank you for taking the time to provide us your thoughts and I truly hope that we have the opportunity to show you a better, more Westin like experience.
Service Express Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.