The Westin Verasa is a beautiful hotel with a very polite, nice staff, but needs improvement because the service is sporadic (yet polite).
The Good: Nice, clean, rooms; beautiful lobby; nice bar/restaurant area; good location for the up and coming Napa area.
The Bad: Service is sporadic; lots of confusion; differing prices; mis-quotes on prices; very bad chauffeur service; employees not knowledgeable.
The Ugly: Price mix ups that took two weeks to resolve.
Here's what happened: we checked in, granted, on a busy weekend, but they had our room and booking confused - with people in line behind us becoming increasingly irritated, they asked if we could 'wait' until they checked in the other parties. I told them definitely not - finally, they resolved the mix-up but had the wrong price for the room (I had booked a special on the website for one night for full price, one night half price and they not only had the wrong quote for the first night - twice the booking rate, but the full price the second night). They did resolve this, however.
We then went to the room which was beautiful. We went to take the promised "free" chauffeured car to dinner and they told us "it would be better to walk hire a car because there's a 15 minute wait..." This, after I had confirmed the 'free" ride when we checked in and they even told us what time to come down. I complained to a manger and voila, a car showed up. Unfortunately, the driver practically begged us for a tip and told us they didn't pay him enough and he had been hired at the last minute just for the weekend because the hotel had booked up at the last minute. Sadly, this entire situation was repeated the second night of our stay - almost identical situation - different driver, same story - except this driver got lost and I had to help him find our restaurant!
More: We went to the bar/restaurant and had lunch our first day and it was fine - food was pretty good, no issues. Also had breakfast first morning there. Problem: the hotel charged us for breakfast and it was supposed to be included in the rate! We argued and they gave us the first morning breakfast, but not the second. Then, when we checked out, there was a charge on the bill from the bar that was not ours - it was charged when we were in town having dinner! The hotel said "we can't do anything - the bar is separate - you'll have to call the manager..." So, after two weeks of phone tag with the manager and having the restaurant where we dined call him and tell him we were there when the charge was made, they credited our credit card!
Final Evaluation: Despite the above, this IS a nice hotel - it was all bearable because the hotel personnel were so polite and nice about each issue. I would go back, but, unfortunately, not at the prices they are now charging. We were given a special rate because the hotel was just opening - prices have doubled - I am not kidding - doubled - since we stayed there. The hotel even called us to say "hey, did you enjoy your stay and will you come back?" I told them we would love to but the prices were not justifiable when one can go to the Napa River Inn or River Terrace (just next door, not as plush, but inexpensive!) for half the price. They offered us a "special" but it was still $299 a night. This is a nice property, but it is not worth more than $250 a night - and yes, I realize this is the Napa Valley - but the competition is not charging any more than that and the hotel and the location (while a good location - it is across the Napa River) are not worth what they are now charging.
- Official Description (provided by the hotel):
- The Westin Verasa Napa is located downtown near the heart of Wine Country. Just steps from the famous Wine Train, our hotel has 5-star dining and 3,200+ sq ft of event space. ... more less
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- Also Known As:
- The Westin Verasa, Napa Hotel Napa
- Westin Hotel Verasa
- Westin Hotel Napa
- The Westin Verasa Napa Napa Valley, CA