Jennifer Dong

Review of The Meritage Resort and Spa, N...

This past weekend, my husband and I were supposed ...

This past weekend, my husband and I were supposed to stay at the Meritage resort to celebrate two milestones: our wedding anniversary and purchasing our first home. Sadly, we never got to experience what was supposedly a beautiful resort, that came highly recommended from friends who recently got married at the Meritage. We originally booked our stay for July, but had to change our dates to June due to an earlier than anticipated escrow close date. Our reservation change was made via phone and we were really excited to celebrate in Napa, as we had been quarantining with family in Southern California since March.

We flew back up to Northern California just for this celebration, and we called the Meritage upon arrival in hopes of checking in early. As it turns out, the changes to our reservation were never actually made by the staff. My husband was bounced from one unapologetic staff member to another over the course of an hour, only to be told that if we still wanted to stay at the Meritage, we would have to pay double the rate that we had originally booked. The phone call ended with us being told we would receive a call from the manager, who we had hoped would provide a viable solution.

My husband and I were completely shocked by the staff s lack of empathy. The phone call that we eventually received from a manager a few hours later, was also unapologetic and made it seem as though our business didn t even matter to the Meritage, now or in the future. Needless to say, we scrambled to book a room at another hotel in Napa. The Archer hotel was happy to accommodate our last minute booking at a reasonable rate. Their staff went above and beyond to make up for what the Meritage team could not provide before we even stepped foot in Napa.

Given that we are back living in Northern California full time, we plan to frequent Napa quite often for the weekend instead of just doing day trips. We are aware that COVID-19 has caused horrible damage to the wine & restaurant industries and we have been doing our best to support local businesses. We are disappointed that the Meritage will not be part of our future plans to contribute to Napa s economy and hope that other guests never have to experience what we did.