Had a great trip - enjoyed staying at Silverado for 3 nights. Stayed in the 2 bedroom fireplace suite - golfed both North & South courses. Clean, quiet rooms. Slightly dated decor, but great stay overall. Enjoyed being just out of town.More
Had a great trip - enjoyed staying at Silverado for 3 nights. Stayed in the 2 bedroom fireplace suite - golfed both North & South courses. Clean, quiet rooms. Slightly dated decor, but great stay overall. Enjoyed being just out of town.MoreShow less
Thanks for your kind words and feedback about your recent stay at Silverado. It was great to hear you had the opportunity to take advantage of not only one golf course, but both of them! It sounds like you had a great experience and we will look forward to seeing you back at the Resort when you are ready for your next round of golf!
We planned a corporate event with Silverado for the end of Nov 2012.
It started at booking - we called and made our reservation in September (8 rooms plus a 10 person meeting room for 4 days and 3 nights) and called back in October to add another room. They could not find our reservation! After searching for about 5 minutes they found it - the original reservation was put under our CEO's first name not his last. We were told that they were going to need to delete the entire reservation and start over. No big deal, so we gave them all the details again. It became a problem when we were informed that the rates we were originally quoted were no longer available and we would have to pay more for each room! After another 20 minutes on the phone and a talk with a supervisor, this was cleared up.
Once our group arrived, the front desk had trouble finding our reservation and ended up creating a few new reservations for a couple of members of our team. They then double booked one room for two of our members without realizing it. It wasn't util the two members were discussing which room they were give, that we realized the error. So 15 minutes later, that was worked out.
The next issue came when another team member was getting his room key. Even though the Resort knew that all room charge, deposits, etc were going on one corporate card, they needed each individual to provide a credit card for incidentals (makes sense). His card was then charge $700 - not a hold on the money, an actual charge that would not be returned until 7 business days after his stay.
Skip ahead to after the trip - one team member was charged, on his personal credit card, for his entire stay. After speaking with our CEO - whose corporate card was also charged for this team member's room - we called the resort. We were informed that upon arrival the front desk could not find the reservation so they proceeded to make a new one. The team member's card was then charged for the new room while our corporate card was charged for the entire stay as a NO SHOW fee for the other room!
Another one of our team members would have had this happen to her if it weren't for the fact that she checked out the same time our CEO did.
Before everyone checked out, our CEO had spoken to management and told them that all room fees and deposits were to go onto the corporate card and made sure that front desk had the right card number and information and he was ensured this would be what would happen. Not the case.
During the trip there were a lot of little things that happened that popped up that kept all of us from enjoying our stay: we made reservations to the two restaurants on property and neither one had us on the books, some rooms were not ever visited by housekeeping, rude front desk, we were charged for meeting room equipment that we neither requested nor was it provided, etc. It was so bad, that our CEO spoke to management. We all received little cheese trays and wine with apologies.
The positives for this resort - beautiful location and the food was amazing. The servers in the restaurants were wonderful and the rooms were spacious. It rained the entire time so none of the men on our trip got to golf, but the ladies who went to the spa really enjoyed that part as well.
As it sits right now (January) we are still reviewing all of the charges. We tried to speak to a manager to go over charges and were informed that management was in a meeting. They took our number and we are still waiting for a call back...
First off, I would like to thank you for taking the time to write a detailed discription of what occurred during your recent stay with us. I was very disappointed in reading that we did not meet your expectations.
As I have met with our Conference Service and Finance teams on the issues you described, I can assure you that this experience is not typical. There were some miscommunications on our part that should not have happened and for this I sincerely apologize. Normally, our standard procedure would be to make sure all of the billing information is in order prior to your arrival so there is no confusion with check- in or check-out. Additionally, your conference service manager will take a look at your final bill to review for errors before you receive.
It is my understanding that both our Director of Guest Experience and our Conference Service Manager have both tried to reach out to you to finalize the billing but have yet to hear back.
I appreciate that you brought this matter to our attention so that we can use this feedback in our retraining efforts. I know it may be hard to change first impressions, but I do hope that you will give us another opportunity to redeem ourselves when your travels bring you back to the Napa Valley. Again, please accept our apologies that you did not receive the level of fine hospitality that the Silverado Resort has come to be known for.
We took advantage of the New Year's Eve package which consisted of a multi-room suite with fireplace, three course dinner and entrance to the NYE Gala in the ballroom. The suite was very nice although a bit dated, it was clean and well maintained. The bed was very comfortable. The grounds are beautiful and well maintained. The dinner was outstanding. The party was great with a nice mix of music, noise makers and hats for all. The staff was exceptional and treated us like royalty. Yes there is golf, tennis, bikes to ride and a spa. No surprise there are a few hundred wineries in the Napa Valley to visit as well. So much to do, so little time, I'm going back.
It was great to read that you had the chance to take advantage of our New Year's package and I was glad that you enjoyed yourselves during the event. Based upon the feedback we received. a good time was had by all that attended the festivities. In reading your review, it sounds like you weren't able to do everything we have to offer, so we hope that when you return you will be able to do everything on your list.
Thanks for your review and we'll look forward to seeing you soon!
We were happy to be accommodated at the last minute New Years Eve weekend. The resort we had reservations at was overbooked causing quite an inconvenience that luckily landed us at the Silverado. We were upgraded to a deluxe suite which made everything even better. They upgraded our friends as well! Our rooms were great! They were clean with fireplaces. The resort provides the logs which was really a nice touch. Our bed could have been better, but everything else was great! My only suggestion is with the restaurants. We felt they were hugely over priced and lacked ambience. We would definitely stay here again.
Thank you for your review and letting us know about your recent experience. I was happy to hear that you had the chance to visit us, even though the other hotel you had was overbooked. It is nice to read we exceeded your expectations.
I do appreciate your suggestions with our restaurants and will share your comments with our staff and look to improve upon those items .
Again, thanks for taking the time to share with us your visit. We hope that we will see you back at Silverado the next time you are in the Napa Valley.
Good value when we stayed (New Year's Eve), decent brunch buffet, friendly bartender, solid gym. Perhaps the whole place could stand a bit of freshening up, though. (Then maybe it wouldn't be such a value?) Might be nice if guests could use bikes without shelling out 12 bucks an hour?
Also, check out is 11 and check in is 4? Not a lot of flexibility there.
Thanks for your time in writing a review about your stay over New Year's. I was pleased to hear that you had an enjoyable time.
I appreciate your suggestion on the bike rentals and will look into what we can do about the prices.
We hope to see you back at Silverado soon!
Rain or not, we had a wonderful 3 night stay at the Silverado Resort last week. The Christmas Buffet was outstanding. Despite intermittent showers I was able to play golf on Christmas morning (the sand traps were a mess because of especially heavy rains the previous weekend, but the fairways and greens were very playable). The fitness center and Spa are very nice and my wife enjoyed the facilities.The winter packages for the rooms are an excellent value, and the Cyber Monday promotion is a great value. We have stayed at Silverado many times in the past, but had not visited in about 20 years. We found the interiors of the condominiums furnishings and carpeting nicely upgraded. The condos are very spacious and comfortable. There was one problem with the ground floor condo we were in that faces the north golf course on Cottage Dr: in heavy rain the drainage is such that water gets into the heating vents beneath the floor, and then there is a loud water gurgling/flushing noise.
Water was not getting into the carpeted space above the slab, fortunately. The hotel moved us into an upstairs unit immediately and was very helpful. Some remedy to the drainage all along Cottage Dr facing the golf course is recommended. Nevertheless, we were very pleased with our stay at Silverado.
Your 5 star review of Silverado Resort and Spa is much appreciated. Thank you for taking the time to share your experience. I was glad to hear that you enjoyed your Christmas with us and that you were able to take advantage of the golf courses and our Spa.
Your comment regarding the drainage has been shared with our Engineering team who will look into possible solutions.
Thanks again for your review and we hope to see you back here this next Christmas, if not sooner!