Rob Carey

Review of Embassy Suites Hotel, Napa, CA

The hotel courtyard is beautiful. The service is a...

The hotel courtyard is beautiful. The service is a joke, and I had to call Hilton Honors to reach a Front Desk person despite calls from within the hotel and then to call on my cell phone. Although I asked the Fd to check me out and send a bill, they ignored me and tried to bill me for two-night when I stayed one night. It has been two days to reach the GM, no answer had to call Hilton Honors again to get bill corrected. COVID 19 means fewer people in the hotel, and I get it. Answering the phone is fundamental regardless of a pandemic. Let me be clear calling the Front Desk and it cycles through three voice mail return to operator cycles to from t desk again is not answering the phone. Are 2020 phones incapable of being mobile and transferable? I will never get back 90 minutes trying to get my bill and service from this hotel. If I were the owner or managing group, I would REPLACE the INEFFECTIVE leader or General Manager. Clearly, he is not watching the hotel service levels at all. With a 30% occupancy level, the service should be good or better!