Update, after all this time and assuming we settled everything... we woke up this morning for 530$ pending credit.... They are still sending us money back! Not complaining about getting money back just down right irritated that they messed up this bad!
Celeste R.
For the amount of money I paid for 2 nights stay at this resort, they should be able to resolve the fraudulent charge of $43.10! I get that it's only $43.10, but I would never pay for something that I didn't get to enjoy! They let someone have free breakfast at my expense!
Elle G.
Wow !! Our stay was excellent Francesca checked us in she was extremely pleasant and informative! As soon as we walked in they had complimentary glasses of champagne for all of their guest. Valet is free and you can come and go as you please but there is plenty of self parking spaces on the property as well. We stayed in one of there many Suites, It had a fully stocked kitchen plates, cups, coffee maker, blender, pots, pans utensils. Even the fridge was pre stocked with cold waters and ice and complimentary bottle of wine. The bed was so comfortable I didn't want to get out of it in the morning! We had two connected balconies, with two separate entrances one in the living room and one in the bedroom. The bathroom had a separate bathing tub, a shower and was nicely separated from the toilet. Also there was a beautiful vanity to apply makeup and two separate sinks! This suite was absolutely beautiful with stunning views! The staff were all so friendly they even brought us cold water and chocolates in the evening. This hotel was extremely clean, everyone working was friendly and the entire experience was so special, I will definitely be staying here anytime I visit Napa in the future !
anne r.
My family and group of friends have been coming to this hotel since the inception, actually we started our enjoyment of this area at Meritage. We come to this area so much we labeled our text group "Meritage". Even during Covid we could not stay away and it was such an experience having the resort all to ourselves. Everyone is so accommodating even during those scariest of times. Last year NYE 2023 I met a staff member that stood out from all the rest, her name is Dawa. I encountered her first at Olive and Hay, she set up our group of 21 to the best of her ability so that we can enjoy each other's company. She often checked in on us during brunch. Throughout the whole weekend, we would see her in all the meal areas and most of all at Crush lounge. She managed the bar and warmed the guest at the dining area - always ready to check in on each patron. This year thanksgiving, I had the pleasure of bumping into Dawa at the awesome Grand Reserve skating rink, set up for their winter festivities. She is so awesome, she remembered me and I remembered her because she was so helpful. I witnessed her caring about her staff in order to produce outstanding service for all that visit the resort. We love the resort for the big suites that accommodate my family, the fun atmosphere, the rink, the decoration, the fire pit, the igloo and the food is delicious. Having Dawa there is icing on the cake - she is superb!!
Justin E.
Absolutely horrible. If i could give it negative stars i would. We've been here since monday and theres still room service food at our front door thats starting to smell, which has been here sinve before we checked in. Told the front desk and nothing happened. Tried to get a hold of room service and waited on hold for 20 minutes then hung u because i was sick of waiting. This happened two nights i a row. Fire alarms went off twice today. No fresh towels the entire 4 days weve been here. This place has gone down hill and i don't recommend anyone coming here that wants any type of service.
Jose Vazquez
Great service!! 5 star for me!!
Susannah Fairchild Wagner-Tomlin
Loved it here, you have everything you need right on the property. The wine tasting is mind blowing, you won’t know what I mean until you try it. Cuisine simply the best, there is something for all ages!
Sah H.
Stick with Silverado resort. Customer service at this establishment is hideous. The hotel overpromises and under delivers. Not worth the rate you pay and clearly, not worth the disappointing experience.
Candelaria A.
We received a two night stay at The Grand Reserve for our wedding gift and it was such a great experience. Boris helped setup our stay and he did an excellent job! Our concierge Corina booked our day to visit four wineries. She planned it perfectly! All the staff at The Grand Reserve are very helpful, nice and welcoming. We were very pleased with our room. The pool area always looked nice and clean with plenty towels to grab. A big plus were the drinks poolside. We enjoyed our stay! Thank you everyone!
For what we paid for the room and for the days that we stayed I was not impressed at all. This is not what I would call a relaxing stay in a luxury hotel. In our room, the fridge did not work. We called the front desk to ask how to use the air-conditioning controls said that someone would come up within the hour. No one ever came. We had to Google how to use the air-conditioning. Should have went to Monterey instead.
Staci A.
Stayed at the Grand Reserve to celebrate our 30th anniversary. Gave us room 6362. One of the best rooms with a gorgeous view! Gina, the concierge, decorated our room so beautifully...made us feel so special! Price is very reasonable. Would highly recommend staying here!
Chris A.
Worst hotel stay ever! After 45 years of travel, the worst! Sadly, the staff is mostly lost, inefficient and angry. You can build something nice, but, people make it work properly. Here, not so much. They need to secure the property, keeping out the riff-raff, drugs and trash, and clean up their act, literally. They are unorganized, mean and rude. Go somewhere else, they're phony!
Brenda V.
Don't think you can spontaneous in Napa! For the higher price tag and supposed "luxurious surroundings" - wow, what a joke! Your greeted my two guys in a very tiny space. Where's that beautiful main lobby??? Apparently, there isn't one. Might as well check yourself in. "Luxurious pool and stunning views"? No way! The plants around the property are dead, yellow and not tended to at all. Weeds and sticker bushes everywhere. Dead plants surround the pool at ground level. There is litter absolutely everywhere blended in with the dead yellow "ornamental grasses" and heavy weeds and every window you look out of while walking to the pool, from inside looking out, is a view of more dead landscaping and more sticker bushes. The ginormous palm trees blocked any view of vineyards. The staff at the pool was absolutely lazy. While watching them chatting it up at the outdoor bar, they didn't come over and ask if we needed anything for about 6 hours, and then it was closing time. Not once did they make rounds to see if we wanted anything. For each and every drink, we had to get out of the pool and wrap up in a towel and walk over and order..I thought this place was a luxury hotel..also upon check in- no one said anything like " oh here's a map of this ginormous hotel and go here for a an amazing dinner, or oh there's a concert tonight - head over to over there..concierge? Didn't see one! No signs for one and no one said anything. I've visited a lot of truly luxury hotels...this is not one of them. Never going back, unless they drop the room prices by at least $200 per night. Definitely not close to epic! They view themselves very highly though..I wonder how they get such highly rated reviews..because that's all anyone has to go on. Oh and nothing can be spontaneous in the entire Napa Valley!! You must have appointments for each vineyard. If I ever go back to Napa, I'll need a full time travel agent to help book even the simplest of activities. I'm surprised I wasn't charged for using the napkins seriously..nickel and dime you to death! So a quick $1200 gone and we literally did nothing! My husband was treating my daughter and I and called ahead and paid for the room with a credit card, but upon checkout the billing all went on my debit card. I didn't intend on using cash for such a large dollar amount. Honestly ! The guys in the tiny check in room, caused every one of my credit cards (they tried 4 credit cards) to go on a security hold because he was swiping back and forth so many times! So I was forced to used a debit card. This place was so expensive and so disappointing on so many levels. They really need to raise the bar on service!
Valerie M.
We have stayed at this resort several times including it's sister hotel across the street, Meritage. We were so disappointed this time and I'm baffled that my two attempts to email the resort have been unanswered. We tried to get some pool time and the pool at Grand reserve had no place to sit and not a single clean towel. the staff apologized and said they were trying to do laundry. we walked across the street since that was adult only. Plenty of towels, no place to sit. There were 2 very drunk young women and the hotel staff was doing nothing as we mentioned this was unsafe. One threw up on side. back at the room, we called over 3 times to try and get ice. We were left on hold each time and then disconnected. We never got ice or room service later. Sheets were dirty and we had to lay a blanket down to cover since there was no hope in reaching anyone. we attempted to speak to Manager the next day but line to front desk was out the door. I'm not sure why they don't have contactless check in bc it would avoid all the long lines. We paid over $400 for our stay including a $45 resort fee only to have no lounge chairs and see someone throwing up at the poolside. I have emailed the resort twice and they haven't even acknowledged our email. We won't return not bc of the stay but bc of the disappointing customer service
Beautiful grounds… we love our room and balcony!
Update, after all this time and assuming we settled everything... we woke up this morning for 530$ pending credit.... They are still sending us money back! Not complaining about getting money back just down right irritated that they messed up this bad!
For the amount of money I paid for 2 nights stay at this resort, they should be able to resolve the fraudulent charge of $43.10! I get that it's only $43.10, but I would never pay for something that I didn't get to enjoy! They let someone have free breakfast at my expense!
Wow !! Our stay was excellent Francesca checked us in she was extremely pleasant and informative! As soon as we walked in they had complimentary glasses of champagne for all of their guest. Valet is free and you can come and go as you please but there is plenty of self parking spaces on the property as well. We stayed in one of there many Suites, It had a fully stocked kitchen plates, cups, coffee maker, blender, pots, pans utensils. Even the fridge was pre stocked with cold waters and ice and complimentary bottle of wine. The bed was so comfortable I didn't want to get out of it in the morning! We had two connected balconies, with two separate entrances one in the living room and one in the bedroom. The bathroom had a separate bathing tub, a shower and was nicely separated from the toilet. Also there was a beautiful vanity to apply makeup and two separate sinks! This suite was absolutely beautiful with stunning views! The staff were all so friendly they even brought us cold water and chocolates in the evening. This hotel was extremely clean, everyone working was friendly and the entire experience was so special, I will definitely be staying here anytime I visit Napa in the future !
My family and group of friends have been coming to this hotel since the inception, actually we started our enjoyment of this area at Meritage. We come to this area so much we labeled our text group "Meritage". Even during Covid we could not stay away and it was such an experience having the resort all to ourselves. Everyone is so accommodating even during those scariest of times. Last year NYE 2023 I met a staff member that stood out from all the rest, her name is Dawa. I encountered her first at Olive and Hay, she set up our group of 21 to the best of her ability so that we can enjoy each other's company. She often checked in on us during brunch. Throughout the whole weekend, we would see her in all the meal areas and most of all at Crush lounge. She managed the bar and warmed the guest at the dining area - always ready to check in on each patron. This year thanksgiving, I had the pleasure of bumping into Dawa at the awesome Grand Reserve skating rink, set up for their winter festivities. She is so awesome, she remembered me and I remembered her because she was so helpful. I witnessed her caring about her staff in order to produce outstanding service for all that visit the resort. We love the resort for the big suites that accommodate my family, the fun atmosphere, the rink, the decoration, the fire pit, the igloo and the food is delicious. Having Dawa there is icing on the cake - she is superb!!
Absolutely horrible. If i could give it negative stars i would. We've been here since monday and theres still room service food at our front door thats starting to smell, which has been here sinve before we checked in. Told the front desk and nothing happened. Tried to get a hold of room service and waited on hold for 20 minutes then hung u because i was sick of waiting. This happened two nights i a row. Fire alarms went off twice today. No fresh towels the entire 4 days weve been here. This place has gone down hill and i don't recommend anyone coming here that wants any type of service.
Great service!! 5 star for me!!
Loved it here, you have everything you need right on the property. The wine tasting is mind blowing, you won’t know what I mean until you try it. Cuisine simply the best, there is something for all ages!
Stick with Silverado resort. Customer service at this establishment is hideous. The hotel overpromises and under delivers. Not worth the rate you pay and clearly, not worth the disappointing experience.
We received a two night stay at The Grand Reserve for our wedding gift and it was such a great experience. Boris helped setup our stay and he did an excellent job! Our concierge Corina booked our day to visit four wineries. She planned it perfectly! All the staff at The Grand Reserve are very helpful, nice and welcoming. We were very pleased with our room. The pool area always looked nice and clean with plenty towels to grab. A big plus were the drinks poolside. We enjoyed our stay! Thank you everyone!
Restaurantji Recommends
For what we paid for the room and for the days that we stayed I was not impressed at all. This is not what I would call a relaxing stay in a luxury hotel. In our room, the fridge did not work. We called the front desk to ask how to use the air-conditioning controls said that someone would come up within the hour. No one ever came. We had to Google how to use the air-conditioning. Should have went to Monterey instead.
Stayed at the Grand Reserve to celebrate our 30th anniversary. Gave us room 6362. One of the best rooms with a gorgeous view! Gina, the concierge, decorated our room so beautifully...made us feel so special! Price is very reasonable. Would highly recommend staying here!
Worst hotel stay ever! After 45 years of travel, the worst! Sadly, the staff is mostly lost, inefficient and angry. You can build something nice, but, people make it work properly. Here, not so much. They need to secure the property, keeping out the riff-raff, drugs and trash, and clean up their act, literally. They are unorganized, mean and rude. Go somewhere else, they're phony!
Don't think you can spontaneous in Napa! For the higher price tag and supposed "luxurious surroundings" - wow, what a joke! Your greeted my two guys in a very tiny space. Where's that beautiful main lobby??? Apparently, there isn't one. Might as well check yourself in. "Luxurious pool and stunning views"? No way! The plants around the property are dead, yellow and not tended to at all. Weeds and sticker bushes everywhere. Dead plants surround the pool at ground level. There is litter absolutely everywhere blended in with the dead yellow "ornamental grasses" and heavy weeds and every window you look out of while walking to the pool, from inside looking out, is a view of more dead landscaping and more sticker bushes. The ginormous palm trees blocked any view of vineyards. The staff at the pool was absolutely lazy. While watching them chatting it up at the outdoor bar, they didn't come over and ask if we needed anything for about 6 hours, and then it was closing time. Not once did they make rounds to see if we wanted anything. For each and every drink, we had to get out of the pool and wrap up in a towel and walk over and order..I thought this place was a luxury hotel..also upon check in- no one said anything like " oh here's a map of this ginormous hotel and go here for a an amazing dinner, or oh there's a concert tonight - head over to over there..concierge? Didn't see one! No signs for one and no one said anything. I've visited a lot of truly luxury hotels...this is not one of them. Never going back, unless they drop the room prices by at least $200 per night. Definitely not close to epic! They view themselves very highly though..I wonder how they get such highly rated reviews..because that's all anyone has to go on. Oh and nothing can be spontaneous in the entire Napa Valley!! You must have appointments for each vineyard. If I ever go back to Napa, I'll need a full time travel agent to help book even the simplest of activities. I'm surprised I wasn't charged for using the napkins seriously..nickel and dime you to death! So a quick $1200 gone and we literally did nothing! My husband was treating my daughter and I and called ahead and paid for the room with a credit card, but upon checkout the billing all went on my debit card. I didn't intend on using cash for such a large dollar amount. Honestly ! The guys in the tiny check in room, caused every one of my credit cards (they tried 4 credit cards) to go on a security hold because he was swiping back and forth so many times! So I was forced to used a debit card. This place was so expensive and so disappointing on so many levels. They really need to raise the bar on service!
We have stayed at this resort several times including it's sister hotel across the street, Meritage. We were so disappointed this time and I'm baffled that my two attempts to email the resort have been unanswered. We tried to get some pool time and the pool at Grand reserve had no place to sit and not a single clean towel. the staff apologized and said they were trying to do laundry. we walked across the street since that was adult only. Plenty of towels, no place to sit. There were 2 very drunk young women and the hotel staff was doing nothing as we mentioned this was unsafe. One threw up on side. back at the room, we called over 3 times to try and get ice. We were left on hold each time and then disconnected. We never got ice or room service later. Sheets were dirty and we had to lay a blanket down to cover since there was no hope in reaching anyone. we attempted to speak to Manager the next day but line to front desk was out the door. I'm not sure why they don't have contactless check in bc it would avoid all the long lines. We paid over $400 for our stay including a $45 resort fee only to have no lounge chairs and see someone throwing up at the poolside. I have emailed the resort twice and they haven't even acknowledged our email. We won't return not bc of the stay but bc of the disappointing customer service