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“Recent Stay was a Challenge but still Great Property”

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Silverado Resort and Spa
Ranked #17 of 30 Hotels in Napa
Certificate of Excellence
Hillsborough, California
Level 6 Contributor
107 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
“Recent Stay was a Challenge but still Great Property”
Reviewed 12 July 2014

We visit this property every year for one event or another. It is a very nice property and has all the amenities of Golf, Spa, food and meeting capabilities. It remains one of the nicer and more dependable places in Napa. HOWEVER, on our recent stay, the staff and property was challenging. We had originally asked for a larger condo with a couple of bedrooms since we brought our children. We arrived early in the week and planned ahead but for whatever reason we got put in a single room condo and for whatever reason the staff could not accommodate our requests. Being early in the week and not a peak week, it shouldn't have been busy or too difficult. Granted, we were part of a bigger group and conference so that seemed to be their excuse but frankly I didn't understand their difficulty. Single members of our group had 2 bedroom condos and our group of 4 including 2 kids got put in a 1 bedroom. It wasn't like we were not willing to pay for a larger option AND we had planned ahead for that. Then, we had this bizarre issue with the fireplace where the entire condo plus the condo next to us got smoked out by a duraflame log. Yes, the fireplace flue was open, and we had the room drafted but something was wrong with these small fireplaces. We had all the kids cots in the living room and had to scramble and open the doors and overall just very uncomfortable. One condo we were given also smelled of smoke so bad we couldn't take it so in hindsight it was also probably the same issue. When we tried to work on these issues, it also seemed like the front lobby was not always attended. It seemed hard to reach people and it took time to get things in motion. Even at the pool, it is staffed by younger kids, and they just did not seem as attentive as in the past. Rather then attending to guests and making rounds outside, they congregated inside the pool grill and talked. Seemed to be a more common theme on this visit. Overall, this property is so nice and convenient you have to consider it but it just seems to have dropped. The service just needs to pick up to match the facility. I guess it is "good enough" to be average and still be a nice stay but it could easily be better. I think a quick huddle and review of the "Service" manual and coaching of the front desk, pool service and a few more details could do a world of good for the overall customer experience. In my humble opinion and I know easier said then done.

Room Tip: Remember to look closely at your room locations. This is a very large and spread out facility. Some...
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  • Stayed June 2014, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
2 Thank Christopher D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John E, Manager at Silverado Resort and Spa, responded to this review, 14 July 2014
Greetings,

First and foremost thank you for your feedback and for your loyalty. We always find these paired together make for great relationships and great relationships can make our resort better! We take all feedback seriously and have already shared this with our appropriate leadership teams to make corrective action.

We hope that you continue to find Silverado to be your "nicer and more dependable" property in Napa and we are working hard right now to make some dramatic improvements that will redefine our legacy in Napa. Thank you for being a part of it!

Nathan Davis, Resort Manager
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Level 1 Contributor
3 reviews
3 hotel reviews
Reviewed 11 July 2014

Once again we enjoyed an amazing week and 4th of July celebration. Beautiful accommodations, wonderful service, and the spa is the best. Both courses are in exceptional condition. This is truly one of our favorite vacation destinations. CAN'T WAIT TO GO BACK!

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Service
Helpful?
Thank Kuesties
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John E, Manager at Silverado Resort and Spa, responded to this review, 14 July 2014
Hello Kuesties,

Thank you so much for your stay and for taking the time to pen this review! There is not a busier or better time to visit than Independence Day with golf, swimming, spa, family and fireworks it does not get any more exciting. After 39 years of fireworks on the 3rd of July we are so glad that we exceeded your expectations. We hope we continue to define the "3rd of July' experience for another 39 years to come and have you there in attendance!

Nathan Davis, Resort Manager
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Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 11 July 2014

Yesterday my husband and I arrived at the Silverado and were instantly excited about the grounds and the coziness of our room. That excitement quickly vanished as we attempted to enjoy a glass of wine in our courtyard. The man in the next room was smoking and yelling on his cell phone and we had to retreat to our room to avoid the stench. We let that go being that it was our anniversary and we were having a lovely day.

After an excellent dinner at La Toque we returned to our room and settled in. At about 2:15 we were awoken to stomping from the room above us. After about twenty minutes my husband called the front desk and they stated they would send security out. The stomping continued for another hour. It actually reminded me of my first college apartment. Unfortunately, I am too old stay up all night listening to the people above me. Upon check out my husband followed up with the complaint and was basically dismissed. The front desk took zero responsibility. We have stayed at six different four star hotels in the last three months and never had such a poor experience. We will not be returning.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Jennandmatt710
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John E, Manager at Silverado Resort and Spa, responded to this review, 14 July 2014
Greetings Jenna and Matt,

First and foremost, happy anniversary! Secondly, please accept our apologies for the disturbance to your enjoyment of a weekend away. It is always great to get the balanced feedback we need to become better and please know that we have already shared this review internally and will be taking action to ensure that our Security team is patrolling and responding to disturbance calls as quickly as they come in.

We hope that this will not be your last visit but give us a chance to win you over with the stay you deserved from the beginning. Contact me anytime so that I can be a point person here at the Resort for you;

Nathan Davis, Nathan.davis@silveradoresort.com

Thank you and many more happy years in marriage and travel,

Nathan, Resort Manager
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San Francisco, California
1 review
Reviewed 10 July 2014

When it's time to get away from the hectic city lifestyle and the foggy summer days of San Francisco, there's no need to hop on a plane. We like to travel north on the highway to wine and settle in at 1600 Atlas Peak Road in Napa, CA. With the likes of Carlton greeting you as the car pulls up, you get an instant feeling of decompression and relaxation. It's chill time. Now, if only my golf game could be as good as I feel, it would be the ultimate paradise. The rooms do feel like I'm going to visit Grandma at her Palm Springs condo, but that's part of the charm. It is my understanding that updates are underway. The July 3rd BBQ and fireworks have become an annual tradition. The fireworks this year were incredible! Bravo Silverado!

Stayed July 2014, travelled as a couple
Helpful?
Thank SWEAVER2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John E, General Manager at Silverado Resort and Spa, responded to this review, 11 July 2014
I am very happy to hear that Silverado Resort and Spa has become part of a family tradition. I would have to say that we do have the best firework show in the Valley and it is something our guests and member alike look forward to each year. We look forward to seeing you return soon. Thank you for your review.
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Orinda, California
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 9 July 2014

This place is outrageous for charging a $20 resort fee on top of already very expensive rooms that need updating. They advertise these great tennis courts but then relegate you to outer courts a mile away that are noisy and not a nice environment (despite having a reservation, charging a $20 resort fee, and there being plenty of courts available). You can't even take a shower afterwards without paying an additional fee (despite already being charged a $20 resort fee).

Stayed July 2014, travelled with friends
Review collected in partnership with this hotel

Helpful?
1 Thank William M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John E, General Manager at Silverado Resort and Spa, responded to this review, 11 July 2014
I am very sorry to read that you had several shortfalls during your stay with us. If you can please contact me at info@silveradoresort.com I would like to learn more of your stay. I do apologize as this is not the normal level of service we are known for.
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Mountain View, California
Level 2 Contributor
6 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 8 July 2014

We have been going to Silverado for the 4th of July week-end for 19 years...you could say it is now a family tradition. What we love is that there is something for everybody....golf, swimming, BBQ's, tennis, massages, a nice gym and of course wine tasting. The rooms had become dated, but they are currently being remodeled and look much better. The service is usually pretty good, but I must say this last time there, we had a very difficult time with the internet and cellular service. It does not matter who your provider is, AT&T, Verizon, etc....the service is just poor. They also do something to your Outlook mail. Their IT group swears that they don't block the port that MS uses for Outlook, but we could not get it to download any current messages. so if you are planning on doing much work while there, good luck.

  • Stayed July 2014, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank InStyletraveler2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John E, Manager at Silverado Resort and Spa, responded to this review, 14 July 2014
Greetings InStyle!

With a name like that we are glad that you elected to stay with us here at Silverado! Thank you for your stay and for the review you posted on Trip Advisor. We appreciate your balanced feedback and while we covet that 5th star we know that we now have something to earn from your high standards on your next visit.

Nestled on 1200 acres of Atlas Peak AVA in Napa you speak well to the complexity and benefits of staying at our resort. Said simply, I guess the world was conspiring to keep you from work over this holiday weekend though we apologize for the inconvenience.

Nathan Davis, Resort Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
San Francisco, California
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 7 July 2014

The Visit
July 4-6 2014.

The Resort
If you like buying an airline ticket and then having them charge you for your baggage then you'll love Silverado. First you buy a resort priced room then you get to pay $50 extra to lay by the pool at the Spa. $25 extra if you'd like to play on the bocce courts. I'm already paying $470 per night for a room at the resort so what's another $75 to lay by the pool and play with the bocce balls. It's just that when I go to a resort I'd like to feel like I'm being taken care of, not taken for a ride. It's about how all that nickel and dimeing makes you feel.

Oh by the way there is a pool area that is included with the resort. We got there and it was overrun with the locals and their kids. Not a lounge chair or even a space on the ground to sit. Not very attractive or resort-like even if it hadn't been overcrowded. Looked and felt like a crowded community pool...oh hey it is. The locals get to buy memberships in the resort facilities. So there is this coexistence/war between the locals and the resort guests. The locals are winning.

The Spa
All good at the Spa. Facilities are first rate. Service is excellent. Feels like a different company running the Spa as compared to the resort.

The Room
The space was fine, bed was comfy. Lighting was a bit scarce, hard to find a place with enough light to sit and read for a bit. The walls are paper thin. We could hear our neighbors' every word...and more. So that's nice at 4am. They seemed like a nice couple though.

The Food
Not sure about the food from the grill, we never got a chance to eat there. By the way that's the restaurant, the grill that serves the golfers after a round. Not much atmosphere in the grill itself. One big open room with thirty tables or so all ordered in ranks and files. However the back patio at the main building has a nice view of the golf course, old trees, nicely manicured grounds. When we first arrived at Silverado the front desk told us we could sit at the bar or on the back patio and order from the restaurant. When we did this the waitress tried to put us off saying she didn't think that was possible. When she got the word to serve us on the patio she made it clear in a passive aggressive way what an inconvenience it was for her to go over to the restaurant to get our wine and food. We left and went to Celadon in downtown Napa. Ask for Manny. Great food, great wine, great service. Silverado take note.

The Golf Course - North
The setting is peaceful with lots of old trees. The course is well kept and the greens are very good, they roll true and are fairly fast. The sand-traps have top quality white crystal sand in them. The layout is boring, not a single memorable hole. There are no distance markers on the tee-boxes. You know, the permanently embedded markers, red, white, blue, black that correspond to the distances on the scorecard. So as the tee markers get moved around on a daily basis there is no telling if they are forward or back of the posted distance on the card; which by the way seldom matches the posted distance on the sign hanging at the tee-box. So you step up to the par three hole 11 and the card says it's 130 yards from the white tees, the sign says it's 137 yards from the white tees but your GPS says its 109 from where the white tee markers are currently placed. They also gave up putting distance markers on the sprinkler heads on the back nine. At $189 for the round I would say it is overpriced by 2x.

  • Stayed July 2014, travelled as a couple
    • Location
    • Rooms
    • Service
Helpful?
1 Thank bobmoly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John E, Manager at Silverado Resort and Spa, responded to this review, 8 July 2014
Greetings,

Thank you for the valuable and balanced feedback from your recent stay. We greatly appreciate your nod of approval for the services and facility at The Spa at Silverado and hope that on your next stay, if we are so blessed, we will be able to whisk you away for the guest room experience you crave and that I am confident our team can provide.

It is readily apparent that you are a veteran traveler and we appreciate your having selected us for your Napa getaway. If there was ever a time to visit Silverado it is now, with the majority of our renovation complete we are moments away from regaining the legacy status of Napa Valley.

Thank you!
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Additional Information about Silverado Resort and Spa

Property: Silverado Resort and Spa
Address: 1600 Atlas Peak Rd., Napa, CA 94558-1425
Phone Number:
Region: United States > California > Napa Valley > Napa
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Spa Hotel in Napa
#7 Luxury Hotel in Napa
#7 Business Hotel in Napa
#11 Family Hotel in Napa
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Silverado Resort and Spa 4*
Number of rooms: 380
Official Description (provided by the hotel):
Silverado Resort and Spa is a luxury resort in the heart of the world-famous Napa Valley Wine Country. Whether you come to the Northern California area for relaxation, adventure or business, find it here. Located just an hour north of San Francisco, Silverado is tucked away from the city while still being close to the Bay Area action. The soothing, full-service spa sets the stage for relaxing comfort, offering massages, facials, manicures, pedicures and more. But there's more to Silverado Resort and Spa than just soothing stays. Two PGA championship golf courses, which are overseen by World Golf Hall of Fame member, lead golf analyst for NBC Sports, and resort co-owner Johnny Miller, 13 lighted tennis courts, and biking and hiking trails on-site ensure excitement at every corner. And thanks to its Napa Valley Wine Country location, it's all close to more than 400 wineries. The fine and casual dining within the resort's restaurants pair nicely with local wines. The elegant styling and picturesque Northern California views makes it one of the most sought after wedding venue destinations as well. Or you can simply take it all in from the patio of the newly opened Market and Bakery, strategically situated at the front of our historical Mansion, while you enjoy a coffee and pastry in the morning or a glass of Napa Valley wine while sitting at the edge of our fire pit in the evening. It's all designed to ensure the authentic Napa Valley Wine Country stay for any and all visitors. ... more   less 
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Also Known As:
Silverado Hotel Napa
Silverado Resort Napa
Silverado Resort And Spa Napa, Napa Valley, CA

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