Rated 4 out of
5
by
groverbrown from
Sort of Dissapointed
The Las Alcobas property is very nice and the rooms were clean and comfortable. However, the service and attention to detail definitely leaves much to be desired. If you are seeking a 4-5 star experience in the Napa Valley I am not sure this is the place for you. If you are seeking a nice room in a great location with proximity to St Helena and the surrounding wineries Las Alcobas could work. I think we are likely to look elsewhere the next time around.
Date published: 2018-06-26
Rated 5 out of
5
by
KarenMarie from
Serenity
Los Alcobas was a very luxurious and serene experience. The staff was and facilities were excellent. Spa services were splendid. The restaurant for breakfast I thought was pretty average. Did not try lunch or dinner. All in all a lovely get away...K Huckeby
Date published: 2018-06-11
Rated 5 out of
5
by
TravelAmour from
WOW
I was a little nervous about this property because of the reviews.
I NEVER write reviews, but wanted to share.
The service was SPECTACULAR. The valets would anticipate our need and have the car pulled up and cooled off or heated up - based on our wake up call and the activity they knew we had scheduled.
The staff remembered our names AND room number. The restaurant server remembered our breakfast order and the changes we made to the menu.
WOW.
My only comment is, if you are a light sleeper, get a room on the upper floor. We heard 'heavy walking' upstairs in the morning and it woke us up.
There are a few rooms near the road and you can hear the road noise on the balcony, but not in the room. If that's a big deal, request a room away from the road - that may change your room type. We played soft music on the balcony and that made the road go away for us.
The service is the best we have ever had. And my husband is ambassador platinum and I am platinum. We have A LOT of nights in hotels. And this team wowed us!
Date published: 2018-05-28
Rated 2 out of
5
by
Redhead81 from
A horrible experience
As gold members of starwood I felt very confident booking a 50th birthday celebration at their category 7 luxury resort in Napa. I spoke in detail with the reservation specialist and booked their second best room type believing that we were going to enjoy a St Regis like experience in our beloved Napa Valley.
Unfortunately, our experience was horrible from check in to departure and shockingly unlike any premium resort we have ever stayed in.
1. the room was not ready and we were asked to wait for 5 minutes, 45 minutes later we were still waiting. no glass of water offered, no lobby to sit it, just a strange room with a concierge desk on one side and people eating on the other.
2. the room did not have a vineyard view.. instead it viewed a giant parking lot. Not ideal when the upgraded room includes an outdoor tub. Somehow the vision was lost as people were in and out of parking lot staring right at the tub and porch setting. The whole point of the premium room was the outdoor space.. why oh why would you put a romantic patio setting facing a busy parking lot.
- the main issue here is that I booked a certain room (vineyard view and outdoor living space), I even emailed with the concierge the day before confirming that we have a GREAT room, explaining that it was a birthday and giving the opportunity to make any changes if needed, no warning was given about the placement of the room and how unusable the facilities were.
When I emailed the concierge after checking in, to share my disappointment in the room they did not offer to make any improvement even though the hotel was at >50% capacity. Instead the front desk gentleman came storming out to the pool stood at the edge and yelled to me while I was in the pool (it is comical to write but was horrible to experience) This public shaming was not only shocking it was horribly inappropriate considering my partner (who's birthday it was) was in the pool with me and we were both unbelievably embarrassed at the lack of class and discretion the staff had in addressing this matter. I told him that is was not an appropriate time to have this discussion and he went a way. When i got to the room to call the front desk I received voicemail.. all 4 times I tried. So.. my issue was no addressed and no remedy was offered to improve on our experience.
3. Room Service - our request for vanilla ice cream was denied. First response - the hotel doesn't have it (vanilla ice cream?) second response - we can't serve you ice cream only, we allot the ice cream according to the number of desserts we serve so there is no option to provide it ala cart, it only comes with our desserts. To which I said, fine please put it on the side and send us whatever dessert it comes with, I am more then happy to pay for it.. we just want the ice cream. It should not take 3 calls and a request to speak to a manager to get something as simple as vanilla ice cream
Nothing in the service of this hotel represents luxury or comes close to any of the other properties in Napa. Starwood has missed the mark significantly. I have been treated with more class and attention to detail at a Four Points.
Stay anywhere but here... pictures way exceed reality on this property.
Date published: 2018-05-21
Rated 4 out of
5
by
Sterlicht1998 from
Great facilities but lacks attentive service
This is a phenomenal property with very high-end finishes, a cool spa and awesome views of the vineyard. However, guest services here were lacking. Only the bellhops were helpful and attentive to our needs. Several times we dialed the front desk and guest services only to have the phone continuously ring. Our room did not have sugar for coffee on our first morning. When we finally reached someone, they told us they would send it up. We did not receive it until an hour later. There were several other minor issues where we needed assistance that went unanswered.
Date published: 2018-04-15
Rated 4 out of
5
by
Phillca from
Celebration
For the most part we enjoyed the property. For what you pay I think the service level should be improved. What we looked forward to the most was to relax and enjoy the property. The entire time we were at the property we never got a good night's sleep because of the people of above us. After the first night we requested to move our room but nothing was done about it.
Date published: 2018-04-05
Rated 1 out of
5
by
Bengal from
Plenty of other options - bad management
I will start this out by saying there are plenty of beautiful places to stay in the area, and as such, I would strongly recommend looking at those options.
The property is gorgeous and the rooms are very nice looking (though EXTREMELY lacking in furniture -- there is no dresser to put your clothing, just 3 tiny drawers in a tiny closet, certainly not enough for 2 people). However, be wary what you are getting. I don't know what room category we were actually given (due to a whole slew of issues that the hotel had) but where they plopped us overlooked a busy parking lot for the vineyard next door. If this is the "estate view" they should really change the name. It does not really allow you to relax on the deck and enjoy the fireplace and outdoor bath as there are people coming and going who can look right at you. They should be forthcoming in the room description as even the SPG agent couldn't believe that we were overlooking the parking lot of a busy winery.
The real issue with this property is the very poorly trained staff. I've had better service at middle of nowhere motels then this supposed category 7 premier property. This is not 5 star service and do not expect to get it here. The front desk staff / management does not know how to deal with issues or how to treat customers when issues arise. It was such a disappointment that we checked out early and moved on to another hotel where we had already had a wonderful stay.
The plus side was that I ended up dealing with SPG Corporate on a lot of the issues due to the hotel's inability to do so themselves and they were and continue to be absolutely wonderful. Mind you, I have not received any follow up from the GM of the hotel, apparently it does not bother them that we had these issues which caused us to check out early.
Date published: 2018-02-13
Rated 3 out of
5
by
Wheels1234 from
Mr. Wardenburg
Considering SPG Top Rated. Its not is this category yet. Staff needs more training. Check in was poor. No tour of the facility, no mention of SPG upgrade or points added to your account. We had to ask. Room service was poor. Had to ask for ice numerous times. Cleaning service did not refill coffee or empty ice bucket. Not large items, however when you pay this much and want 5 star, you need to improve on customer service and staff.
Date published: 2018-02-05
