I want to start off by saying that the staff that I’ve encountered have offered great customer service and are very friendly!

I’m a Wyndham owner so I booked this hotel for a short stay in Napa. As mentioned, they are doing renovations, so I knew this prior to arriving. I also expected that some of the amenities wouldn’t be available.

After checking in, I was told to get my permit at the concierge desk, which I knew was their way of getting me to sign up for a member presentation. Even though I hadn’t made it to my room yet, they said I could go there immediately for the presentation. I asked if I could go later, and they were able to “accommodate” the request, which was pushing the appointment back 15 minutes.

The first room I was given appeared to be one that hadn’t been renovated yet. It also hadn’t been cleaned properly, and the bathroom door wouldn’t close. I notified the front desk, and they immediately changed my room. During all of this, I’m still being contacted about the presentation, because now I’m running behind due to the room change. I asked to postpone, because at this point I was frustrated since I couldn’t find the new room due to the construction. I'd also been traveling since 3AM (12+ hours) from the east coast, and hadn’t been able to put my stuff in the room.

The new room appeared to be updated, although the building where it is located is still undergoing renovations. So that was great! However, my concern is that because of this, there are some things that are not working properly.

No TV channels: When I inquired last night, the staff at the front desk said they were aware and working on fixing it. As of this morning, there is still “No Signal” on the screen.

Safe not working: No power

No room numbers outside of suites: I had to guess which suite my room was in my just tapping my key on different doors. Building not secured or locked: Given that the rooms are within locked suites and the overall location of the property, I do feel better about this. However, there are alot of people here between staff, construction crews, and guests. The building lock isn’t activated, and there was a ground floor unit where the door was ajar. This was at night, and well after the construction workers were gone.

HVAC: It is VERY loud. If you’re a light sleeper, then it would be noticeable. Luckily, by the time I realized it, I was exhausted and just wanted to sleep.

Again, the hotel staff has been great, and the Wyndham rep that I met was very apologetic! They gave me an additional bottle of complimentary wine, a rose for Valentine’s Day, and extended my checkout. The location was convenient, and the property is nice.

My issue is that this hasn’t really felt like a vacation experience because of the time I’ve spent trying to get these issues resolved. And perhaps there could have been more consideration or better planning around how to ensure the guest experience might be impacted when it comes to basic things, if the plan is still to have them stay in areas where renovations are occurring. Overall, I’d still consider the property for future stays based on the customer service, and after the renovations are complete. And if you come while the renovations are happening, just pack your patience!