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“On the "surface" great...then you're slapped with the truth” 3 of 5 stars
Review of The Meritage Resort and Spa

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The Meritage Resort and Spa
4.0 of 5 Resort   |   875 Bordeaux Way, Napa, CA 94558   |  
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Ranked #13 of 27 hotels in Napa
Dover, Arkansas
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
“On the "surface" great...then you're slapped with the truth”
3 of 5 stars Reviewed August 31, 2013

Gorgeous property, amazing views, then you check in.. Wow, the major mistakes this place makes is unbelievable and would not take much to change but would require management training then trickle that training down to their staff. As a business owner myself with 60 employees I immediately recognize that their staff is ill trained. We are in room 320 (yes, still here, we leave tomorrow), I had to call 4 times for coffee, creamer and water because the room maid 'forgot' to leave it. Last nights call for bottled water was never fulfilled...still waiting! We are here with Western CPE, this is continuing education for CPA's. There is another couple here with us and two nights ago we were having a small dinner party with one of the instructors and the front door opens from the outside and a man stands there with a key to the room we were in (1105) saying they had just rented him this room! We all jump up and run to the door, and there is a wedding party that has been given the keys to our room! The next day, front desk sends champagne as an apology and the person bringing it, barges through the door without knocking and says "you-who" here's your champagne. Unbelievable, how unprofessional! Anytime you address the staff directly they are very nice, and attempt to take care of you, but again it's obvious that they need to spend some of the mega bucks this " 5 star " resort is making in training. The parking was another issue, last night we had to park on the road because there was no parking at the resort. Several nights we wanted to sit outside around the fireplace they have throughout the property but it as chilly, they turn the fireplaces off at 10:00 p.m. They also lock the pool gate at 10 and you cannot enjoy the nice fire pit at the adult pool. Rules, rules and rules, as adults it's offensive to have a teenager looking staff member asking you to leave the pool, we were on our computers not swimming, so he can lock the gate.
I took a picture of the dust ruffle (bed skirt) in our room it is filthy, and the head board it disgustingly dirty, it's apparently not cleaned often, if at all. I am very careful to state facts and take pictures as 'evidence'.
As a business owner I fully understand that sometimes things happen that are unavoidable and that staff at times, make poor decisions that are not inline with what owners/upper management desires.
Having said that, over all, we had a good time, the property is beautiful. And last but not least....as part of the resort fee you get a nice bottle of wine as a welcome gift. That was nice.

Stayed August 2013, traveled on business
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeritageHotelManager, Manager at The Meritage Resort and Spa, responded to this review, September 3, 2013
Thanks for being a guest of our Meritage Resort and or taking the time to bring your concerns to our attention. While we are happy to hear that your experience was an overall enjoyable one with us, we're disheartened to hear of the numerous oversights on our behalf, and we apologize for any frustrations and disruptions that these incidents caused to your stay. Guest feedback certainly makes us stronger, and we value you sharing this with us. We'd love to speak more with you regarding your visit, and we encourage you to reach out to our team at your next available opportunity. Many thanks again for being our guest and for taking the time to share your thoughts with us; we hope to speak more with you soon.
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (267)
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English first
Granada Hills, CA
Contributor
18 reviews 18 reviews
7 hotel reviews
Reviews in 11 cities Reviews in 11 cities
21 helpful votes 21 helpful votes
3 of 5 stars Reviewed August 29, 2013

We spent 4 full days at the resort, as occupants of a Shell Vacations "condo/time share" type venue that shares and is part of the Resort and Spa property with access to all the hotel amenities. The daily rate for the room at the Shell property was less than a room at the hotel, so we opted to save a little money. The room was an adequate studio efficiency complete with plates, cups, glasses, flatware, a sink, small fridge, toaster and microwave. We never used any of these items. Our room was cleaned and made-up every day, but there was no turn-down service. A small balcony overlooked a narrow walkway and the roof of an adjacent one-story Shell Vacations sales office. We were in the "Merlot" building which is at one end of the complex and a healthy walk to the main building, restaurants, bars, etc. The resort itself is situated within, but isolated from, an industrial office complex about a 7-10 minute drive from downtown Napa. The Meritage is a sprawling complex with two sets of pools and recreation areas. As the Shell facility is a family type resort, and the hotel a popular venue for weddings, one of the pool complexes is "Adults Only" which helps keep the noise and splashing level to a minimum. There were no visible pool attendants to assist with lounges, umbrellas, etc. and they regularly ran out of towels. Poolside beverage and food service was slow, as there were only two waiters assigned to the area. Most guests arrive in their own cars and parking is an absolute nightmare. If you are out for an evening activity and return any time past 9PM, you have to hunt for a spot to park, or find an open area on the adjacent road that parallels the resort and then hike to your room. There is a valet available, but again, the staff here is limited in numbers so waiting time can be excessive. Compared to other resort facilities in the Napa region, the price to value is comparable...meaning lower costs = lesser service.

We are planning to return to Napa over Thanksgiving and may give the resort a second chance, but this time booking a room at the hotel. Everyone deserves a second chance, right??

Room Tip: Stay in the hotel and NOT the Shell facility. Ask for room with a balcony and courtyard view
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  • Stayed August 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeritageHotelManager, Manager at The Meritage Resort and Spa, responded to this review, August 30, 2013
Thanks for being a guest of our property and for taking the time to share such thoughtful feedback with us. We're sorry to hear that your overall experience was a lukewarm one, and we're appreciative that you'll be returning to experience us at our more typical finest. No matter where you stay on our property, our aim is to provide a consistent, world class experience across all facets of your visit. While this seemed a bit rocky in your first, we'd like to assure a greater attention to detail in your returning one, and we thank you for the feedback that will enable us to grow and evolve. Please be sure to reach out as you plan your return travels to the region; we look forward to creating your next incomparable stay!
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Middletown, New Jersey
Senior Contributor
28 reviews 28 reviews
4 hotel reviews
Reviews in 17 cities Reviews in 17 cities
7 helpful votes 7 helpful votes
2 of 5 stars Reviewed August 29, 2013

This hotel looks great on paper but what they don't tell you is that all week it's filled with corporate events and all weekend with weddings. I could ignore the fact that it is located in a corporate park but most of the facilities were unavailable during my 4 night stay. The pool was over crowded, the pool bar/outdoor bar area was often off limits, being set up for some event/cocktail hour. We couldn't get anywhere near the Trinitas Wine Tasting Cave as it was constantly OVERFLOWING with outside guests (from the wedding??) Crush and the Wine bar are both too small to accommodate the number of rooms occupied.

Spa treatment on Friday was good but overpriced.

As it is nice enough for a corporate event/wedding, I would not recommend the Meritage for any vacation. And for the cost, I could have done much better almost anywhere in the Valley.

Room Tip: Request the top floor or your view will be of the grille of a parked car.
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  • Stayed August 2013, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeritageHotelManager, Manager at The Meritage Resort and Spa, responded to this review, August 30, 2013
Thanks for being a guest of our Meritage Resort and for taking the time to share your experience and concerns with us. While we generally afford our guests with a tranquil escape from it all, there are select instances when our property swells with guests and events, and this can take away from the serenity that we're more typically known for. While you enjoyed your treatment at Spa Terra, we would also like you to enjoy the same consistency in experience, all across our property. We would love for you to reach out to us at your next available opportunity to discuss your stay further. It would be a pleasure to have you back as our guest and to be able to showcase the world class service for which we're more generally known. Many thanks again for your time and review; we hope to hear more from you soon.
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Senior Contributor
22 reviews 22 reviews
5 hotel reviews
Reviews in 14 cities Reviews in 14 cities
8 helpful votes 8 helpful votes
1 of 5 stars Reviewed August 27, 2013

Looks great on paper with ticks in all the right boxes. Unfortunately the reality is that it is a huge beast without a soul which really only makes sense if you are there as part of a large corporate event. It is not a family place in reality.

The check in patter was perfunctory and scripted. A lot of metion of going to the concierge desk to get a free gift. Then we find that our room was in a building at the opposite end of the site >> driving distance. This is one place where you can get lost without a map.

The room was good enough. The view was of a thin strip of vines to indicate you are in Napa. Allegedly there is a winery on site and, to confirm this impression, you are provided with a "free" bottle.

Of course you are in Napa - its just that you are in the office park at the furthest extremity of the place. The one bright side is that the hotel provides a shuttle bus to downtown Napa. If you are lucky you get the disco lights on your return (sounds crass but it is really fun !).

You get the impression that the hotel has all the right systems and procedures and all the people are trying their best to make those systems and procedures work but, in contrast to other "luxury resorts", there is no soul or guiding spirit to stop the dull systems and process from messing up and guests not getting a pleasurable experience.

I'm sure you are wondering what the free gift waiting for us at the concierge desk was. Well there was a small (airline style) portion of chocolates and a brochure to go to wineries for tasting visits. Not worth the hype and certainly not worth getting a reminder phone call later to get the free gift nor the long walk to the concierge.

So if you are a family with small children, the pool is likely to be a big hit. Again on paper it all sounds good. Sadly reality bites again and you find that the central pool is off limits for children and the child accessible pool is at the opposite end of the site. Whilst credited with many features it is pretty dismal with a pathetic baby pool, reasonable main pool (but which is relatively deep for kids) and no shade but lots of direct sunshine. Fry baby fry !

Likewise with kids please avoid Crush during the day if you wander by and fancy some ten pin bowling. Rather than being part of the mandatory $20/day "Resort Fee" you will get stiffed for $15/person for a bowling session (that includes a 3 year old child).

But these pointers were not the highlight of our trip. The best bit was when we came back from a trip out most of the day to find our room had not been cleaned at all. We complained then, upon check-out and in their perfunctory online survey with no response. Overall we are left feeling pretty much ripped off at the amount we paid for just 2 nights. This is compounded with the impression that the hotel does not really care.

Please research somewhere else.

Room Tip: Go elsewhere !
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  • Stayed August 2013, traveled with family
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeritageHotelManager, Manager at The Meritage Resort and Spa, responded to this review, September 3, 2013
Many thanks for being a guest of our Meritage Resort and for taking the opportunity to share your experience with us. While we would have preferred that your stay was a more exemplary one, we appreciate you bringing attention to the points you've addressed in your review. Guest feedback certainly enables us to grow and evolve, and we encourage you to reach out to our team to further discuss these concerns. Please feel free to contact Evan Harrelson at your next available opportunity: 707.251.1909 or eharrelson@themeritageresort.com. Thank you again for taking the time to share your stay with us; we hope for the opportunity to speak with you more.
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Corvallis, United States
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed August 23, 2013 via mobile

Upon seeing our room, we immediately felt as though in a dungeon - no window at all. When we called to complain they responded, "Is this your first time with us?" As if they were shocked by our complaint. We reserved months in advance, and the only other room they could offer has a window that only looks at the A/C unit; you literally can't see anything else. We could literally be in a basement, and have far better rooms at Best Westerns or Comfort Suite Inns. When they showed us the other room that attendant also asked if it was our first time here. Wow. Completely unimpressed. And the toilet still had some poop in it. Honestly, I hate to think how much we are spending to attend a conference here. If it were not for the conference being hosted here, we would have left immediately!

  • Stayed August 2013
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeritageHotelManager, Manager at The Meritage Resort and Spa, responded to this review, September 2, 2013
Thanks for being our guest and for reaching out to share the experience of your stay, Julia. While we were saddened to hear of your initial perception, we're happy to have provided you with more suitable accommodations, and we apologize for any oversights of our housekeeping team. We have certainly brought this to their attention to prevent reoccurrence, and we hope that you'll consider reaching out to us again to experience our more typical attention to detail. Many thanks again for reaching out; your feedback helps us to grow, and we hope to share our continued evolution with you. Thanks again for your time and review.
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Saint Paul, Minnesota
Reviewer
5 reviews 5 reviews
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed August 21, 2013

Other reviewers talked about noisy garbage and delivery trucks but thanks to Joe who checked us in we got an end unit that was not near the kids pool nor the loading dock. Both of these are in the middle of the resort. There is an adults only pool that is tucked away near the center check-in and lobby. It's awesome! This resort is near the highway but you don't hear much road noise (less than I expected). The AC was noisy but it does keep you cool and you only need it during the heat of the day while you should be by the pool and drinking wine! This resort impressed me and I am a frequent business traveler. We will definitely come back. We did sit through the sales presentation that was actually more than the 90 minutes but not by much. It was worth the $100 same as cash to spend at the wineries and the "free" tastings at 10 locations. The locations were not the best but hey, it's an adventure right? I don't do many reviews but wanted to set the record straight...this location is great (central to Napa town, wineries and restaurants) but it is in the southern valley so if you plan to visit up north it's 30-45 minutes. Enjoy your romantic stay like we did, stay here.

Room Tip: Rooms on the ends of the resort are quieter. For families, stay in the center because of the great...
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  • Stayed August 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeritageHotelManager, Manager at The Meritage Resort and Spa, responded to this review, August 23, 2013
Thanks for being a guest of The Meritage Resort and for taking the time to share such thoughtful feedback with us. We're glad to hear that you enjoyed your visit and that our location, amenities, and services afforded for a pleasurable stay. We're happy to have had you as our guest, and we hope that you'll reach out to us the next time you crave the perfect escape. Many thanks again for your time and review; we hope to see more of you soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Jose
Senior Contributor
44 reviews 44 reviews
35 hotel reviews
Reviews in 30 cities Reviews in 30 cities
103 helpful votes 103 helpful votes
2 of 5 stars Reviewed August 20, 2013

Let me start by stating that I couldn't help but note some of the high marks this property has received so I investigated this a bit more. I noticed that high ratings generally come from 3 types of reviews.
- Those that have only reviewed 1 property - this one
- Those that came to the Meritage for an event or wedding
- Those that come from people that are consistently generous "raters".

I travel often. I don't always post my comments on Trip Advisor but I do try to keep up for the benefit of others looking for accommodations. While this property may be suitable for a large gathering such as a company meeting, wedding, or other event it is not where you want to go if you're looking for a great weekend in wine country.

Lobby and Check In: D I would like to give a Fail on this but the front desk was very nice and we had a great chat. Very friendly. The lobby however was very average. The major issue here is that your handed a "2 for 1" wine tasting coupon that is redeemable that the Concierge desk. Once there you get a sales pitch for a time share...or what really amounts to an invitation to a time share sales pitch. Look, I have NEVER been to a $400+/night hotel or resort and received a timeshare pitch. Very bad form in my opinion.

Room: D Carpet was coming up at the threshold, furniture was dated, windows weren't cleaned. Room was VERY AVERAGE. Bed was comfy and internet was free - two big plusses. However the air conditioning system from the room above sounded as if there were a truck idling outside my window. I woke to this noise several times during the night. I'd give this room a C maybe if it were a $200/night hotel but again, given the price this D is the best I could do. Had it not been for the bed and the internet I would have certainly given this room a Fail. Oh, and what's with the maid coming by at 8:30. Fine if you're in Boston, S.F, D.C. or other business locale, this is Napa. 8:30a.m. for a maid - really?

Gym: N/A. Didn't use it but it looked very passable.

Grounds: C- Really? This is Napa? I don't know what people think. I actually saw a post by someone that suggested this hotel isn't in an industrial park. Well, that's EXACTLY where it is. There is no Napa ambiance. The sprawling parking lot surrounds what really is a boring, passionless set architectural monoliths. There are no pleasant grounds to walk through. To get to the "tasting cave" you actually walk across the parking lot road that surrounds the property at the back. The swimming area is quite small. If I were to bring my entire family there'd be no other place for guests. Seriously I think you'd be hard pressed to get 25 folks around that pool comfortably.

Dining: D- We only had breakfast once at Sienna's. We did stop in at Crush on the one night we were there (more on that in a minute), and it was filled with drunk abnoxious 20 something's acting like they were 12. Naturally we didn't even have a drink and just left. We ate breakfast outside at Sienna's. The patio borders....guess what... that's right, the parking lot/road that surrounds the property *sigh*. The property put up a few wood fences to block the road and even those were pathetic. For the money you pay for this property you'd think a nice rock wall with ivy but no, wood fences. These obviously did nothing to block the noise or sight of hotel staff pushing towels and garbage bins across the lot. Just what you want to see at breakfast. Food was fine but the entire time we talked about somewhere else to go the next morning (which again didn't happen)

Overall: D For $400+ you can do better in Yountville, Calistoga, or maybe better Sonoma or Healdsburg....or even downtown Napa. I was very disappointed on so many occasions it's difficult to imagine anyone would find this hotel acceptable. Now, for $200-$250 a night, perhaps but nearly twice that - not a chance. Overall, you're not really in napa, you're in an office park, there's no napa intimacy or charm, just a sprawling parking lot with an equally sprawling metropolis of room. Time share sales - really? Breakfast in the parking lot - seriously? Note we had a la carte - the buffet was laughable. Overall we paid to stay for 2 nights (Friday and Saturday 8/16-8/17). We instead left on Saturday afternoon. Before I left I spoke with Toddy - the on site manager regarding all the above issues and she naturally was looking to move my room but we'd really had enough. I did suggest she might want to consider refunding some of my room cost for Saturday night since we were leaving. She said she take that up with the "real manager" on Monday when he/she comes in. I provided her with my email. That was Saturday. It's now Tuesday and I've heard from no one at the hotel. Perhaps they've written me off. So, overall this hotel is simply VERY DISAPPOINTING. Will not go back. Suggest you consider what you're in Napa for. If it's to enjoy Napa, do some wine tasting and take in wine country go someplace else. If you're looking for a place for a convention, wedding or large gathering - Meritage has enough rooms to accommodate.

  • Stayed August 2013, traveled as a couple
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Meritage Resort and Spa

Address: 875 Bordeaux Way, Napa, CA 94558
Phone Number:
Location: United States > California > Napa Valley > Napa
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Napa
#4 Spa Hotel in Napa
#5 Luxury Hotel in Napa
#9 Family Hotel in Napa
#12 Romantic Hotel in Napa
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — The Meritage Resort and Spa 4*
Official Description (provided by the hotel):
A destination unto itself The Meritage Resort and Spa has a lot to offer! The resort lies against its own vineyard with walking trails and offers over 300 Tuscan inspired guestrooms and luxury suites. Guests are treated to accommodations featuring oversized terraces, granite counters and plasma TVs. Chefs in the award winning Siena restaurant use local, seasonal and sustainable ingredients. The new Crush Ultra Lounge features six luxury bowling lanes, a full bar, shuffleboard, a pool table and darts in addition to lunch and dinner items. In true Italian fashion, Blend Café offers espressos, café lattes and teas plus fresh pastries, baked goods, savory items and gelatos.Regain a healthful balance with curative treatments at Spa Terra – a lavish underground Napa lavish spa with steam grottos, soaking pools, 12 treatment alcoves and tranquil walls of water. Guests can also enjoy the Trinitas Cellars Tasting Room or host an intimate event in the Estate Cave. The resort has the most comprehensive event and meeting space north of the Golden Gate Bridge and west of Sacramento with 50,000 square feet of meeting space including the two largest ballrooms in the Napa Valley.The resort also features Our Lady of the Grapes, one of the only private wedding chapels in the Napa Valley, bocce ball, outdoor fireplaces with seating areas and a state-of-the-art fitness studio that opens onto a patio with views of private vineyards and olive trees. The Meritage Resort and Spa. We Are Napa. ... more   less 
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Also Known As:
The Meritage Hotel Napa
Meritage Hotel Napa
Meritage Resort Napa
The Meritage Resort And Spa Napa, Napa Valley, CA

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