Grand Reserve at The Meritage

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Mix of positive and negative on this stay - I booked and prepaid for a 2 room sweet (king & 2 queen with shared living/kitchen space). I called ahead for early check in and was told it could not be arranged by phone but to arrive early and try. This stay was for a sleepover 16th birthday party for my daughter. Wd arrived 10 minutes before the stated check in time of 4 pm. At check in, the staff seemed confused and left me at the desk for 5-10 minutes without a word of explanation. When he returned and seemed to sort things out with the help of two other ladies he said one room was ready and the adjoining room would be ready soon but was still being cleaned. This was less than ideal given the purpose of our trip and time of check in. We went ahead to the room with the promise that they would bring the keys to the second room to us. Well, that never happened. It took several hours, phone calls, and trips back to the front desk to finally get help. Rather than the adjoining rooms that were booked and paid and promised, we eventually got a second room... on the opposite side of the property. I was promised a discount on the room with a refund to my credit card. Five days later... no refund yet. This is a great property with great amenities (pools and restaurants), but the price requires better customer service and follow through on promises to the guests.

Very clean, modern and spacious property with ample storage for your belongings in the room and many amenities on site including pool, gym, lounge with bowling and billiards, wine cave, grocery store, and two upscale restaurants. The location was super convenient for the music festival we were attending. Staff is very attentive and friendly. Housekeeping was great! We never had to ask for washcloths or towels which is not the case at many other hotels. I would definitely return for another stay!

Very peaceful and beautiful

Expansive property, great service. Excellent rooms. Olive and Hay for dinner and breakfast did great.

I go every year but this time I went in spring and was really uncomfortable the main lobby for grand reserve was closed. I won’t visit again in this time a year.

Staff was very friendly, property was clean, beds were comfortable. We loved the shuttle service to downtown. Would stay again.

Check-in not well-organized, despite the 5 hours that the hotel allows itself (between check-out and check-in times). Our party arrived at 1. We were told we’d receive a call when the rooms were ready, and to go straight to the front of the line. By 4 pm no call yet, so we went and there were lots of people trying to check in and getting their card keys immediately. We went to the straight of one line and asked if the keys for our party were ready, since they were apparently freely handing out keys. The woman we addressed (leftmost counter slot, as seen by guests, 4 pm on March 28) hardly deigned to answer, so we had to get in line. When we got to the front of the line, our keys weren’t ready but the clerk there did his best to code the keys quickly. The Reception at the Grand Meritage, which is where our booking was, was closed, so upon earlier arrival at 1 pm we had to go across the street to the Meritage. Even though I had booked the 3 rooms under my Expedia account, the clerk required me to provide a card THREE TIMES, each time inserting the card, signing a signature, and so forth. All of these are unnecessary annoyances to guests, and reflect poorly on management.

👍

Room was fantastic and the staff was amazing. This will be my Napa hotel from now on!

Poor sound insulation and noisy neighbors