We stayed here on New Year's Eve and was very impressed with the friendliness of the staff who checked us in. The hotel is situated in downtown Napa. During our stay one of the lift was not working. The bedroom is small but nice decor except for the ugly grey closet door. The bathroom is spacious. We requested higher level and away from the elevator and we got a nice end room on the 4th floor. The only thing that we were not happy with is the wall is a bit thin. We can actually hear the couple staying in the room next to us talking and singing.

Left the hotel at 10:00am & came back at 2:pm. Found our room not made up, called down and requested for housekeeping to clean the room. I was assured they would have someone up there asap. Came back at 3:00pm, not cleaned. Went downstairs & again was assured someone would get on it right away. While in the bar, a supervisor came over and assured us the room would be taken care of and that she would come back and let us know when it was finished. One hour later went up to room, it was finally done at 4:pm. Lots of concern from everyone but no follow through! I have learned that when you leave your room either call housekeeping or stop by the front desk and ask for housekeeping. Very upsetting considering the day before we could not check in to our room till 4:00pm and during this fiasco they were checking people in left & right. Would have been nice if they paid attention to the guest they already have! One the +side, bed very comfortable & good location in Napa.

My husband and I just had a decent 2 night stay at the Andaz. We stayed in a Large Loft room that had not great views (we stared right out at a old department store wall) but did have a great fireplace, dual flat screen TVs, a fantastic deep soaking tub and a comfortable bed (we appreciated the black out curtains). The bathroom is nice albeit narrow and small --- marble floors, dual sinks and a rain shower. They provide complimentary non-alcoholic beverages and snacks in the room, which was a really nice touch. The hotel is in a prime location in downtown Napa (walking distance to many great restaurants...try the fabulous Italian restaurant across the street, Oenotri) so that was great. The downsides are 1) the parking: they have valet but don't have their own self park lot --- visitors park in a public lot behind the hotel that is not connected to the hotel. It's a little bit of a walk away and you have to go through a dirty feeling lot/elevator to navigate. 2) there isn't a private on site fitness facility -- you get passes to the gym down the block but its a dusty, dated, old gym. Would've appreciated a private facility 3) they don't have an on-site spa. This would've been a great touch. All in all, it was a nice stay, especially if you book a good deal.

The stay was okay. However, after arriving back home I reviewed my bill and discovered they overcharged me for valet parking. I requested a refund to my credit card. Andaz responded saying they would refund the money but instead charged my credit card AGAIN. I advised them of this second error but haven't received a call yet.

I'm sure Andaz is not intentionally attempting to steal money from customers through false credit card charges. However, their customer service is non-existent when it comes to billing issues.

Recommendation: Review your bill closely before leaving the hotel premises.