Alila Napa Valley

My room AC in this building was down and the hotel staff mentioned that I will refund the 40,000 pt as compensation. But I have not received the refund as of June 10. When I could get the refund?

Alila promises a great deal, and charges top rates for the privilege, but just doesn’t deliver the goods. We stayed a couple of nights recently, and were not offered any of the things that the excessive resort fee is supposed to provide, welcome drink or gift etc. Reception staff seemed disinterested. When we got to the room the toilet was broken, and wouldn’t flush! You wouldn’t expect that at a Travel Lodge, let alone this resort! The bidet didn’t work, maintenance guy seemed to think the guests would know how to reset that, but then admitted they are over complicated and fail all the time. Next we went to the restaurant, only to be told the reservations we had made & had confirmed didn’t exist. The service was pretty amateur although food is nice enough. The air conditioning didn’t work in the room, although they did reduce our bill to compensate, it didn’t keep us comfortable. On the last morning the toilet broke again & stopped flushing, sort of sums up the experience unfortunately!

Do not recommend, checked in over 24 hrs ago and the suite still does not have working air conditioning and mini fridge does not work. Room was 86 at checkin and 5am was 80 degrees. Front desk keeps saying it’s working. Mini fridge is an oven, engineer cannot fix it. We cannot even get ice and there is no ice machine. First trip to Napa spent sweating all day and ended w a migraine. No ice or water at the pool, for a category 8 hotel Hyatt should be ashamed. Extremely expensive trip spent miserable and hot. Front desk has been of no help. As a globalist it’s unacceptable to me. I would never return here.

Highly disappointed we arrived at 5:30pm and our room wasn't ready. Like wow! We were promised AMEX credits for free breakfast and $100.00 room credit which non were applied to our bill. The breakfast bacon was burnt. Highly disappointed. I can say a good thing the room was outstanding once we got to check-in.

This has the potential to be a great hotel but it just doesn’t have the finishing touches right. Maybe we were spoiled coming from the Carmel Valley Ranch hotel but the same chain with the same star rating we were expecting a similar standard but didn’t get it. Firstly what was good … great quality food, friendly staff and good reception staff and a beautifully decorated room with a comfortable bed. Room for improvement… there was not enough staff to cope when the hotel was full and they lacked some training (although were very friendly). Our room still hadn’t been cleaned by 4.30 on our second day so I called to ask for fresh towels and had to chase twice and took almost an hour to arrive. Nothing was explained on arrival about times or activity’s etc. There was no welcome drink either soft drink or otherwise, in the wine valley you would think a small tasting glass of wine as a welcome offer would be a small touch with a big impact. The building its self especially the wood work was very run down in places. Our room had a balcony next to public outdoor stairs and was not blocked off in any way so anyone could walk onto the balcony if they chose so we had to have the blinds shut the whole time. The blinds didn’t fit the windows properly so they didn’t keep light out. Finally we were not sent a feedback request from the hotel after checking out which speaks volumes. Every other hotel we have stayed at on this trip have asked for feedback wanting to strive for excellence. We enjoyed our stay here but for the price and 5 star rating they give themselves they need to get the small details better.

Alila Napa was amazing! We had guest of honor and was upgraded to a King room with Vineyard view. The room was lovely! The concierge was so helpful and amazing. Breakfast every morning was a treat! We enjoyed every minute of our stay!

For a five-star hotel, they don't really have guest service of one. During our check-in, the staff at the front desk wasn't especially friendly and just handed us the key without providing any information about our stay or the property. The rooms are really nice, but nothing is included unlike Alila Ventana in Big Sur. For the nightly rate of this hotel, I definitely wouldn't stay here unless you score a room with points or is traveling for work.

Rooms are gorgeous, well designed, and spacious. The patio furniture is so comfy and relaxing, especially with the fire pit. The views are beautiful. Walking distance to restaurants and shopping. Food is the highlight! Every single meal blew me away. And lastly, the beds are heavenly. The black out curtains and white noise machine in the room also made my sleep experience a 10/10. I am already thinking of when I can come back

Excellent stay, very friendly staff beautiful rooms with enough amenities provided, very accommodating to our needs and wants. Close to local shops and stores, wineries, banks.