Carneros Resort And - Napa

Starting off Carneros grounds and property is beautiful. The landscape is beyond gorgeous. Truly just beautifully done. Our room was also great. The rooms are individual cottages with their own porch, patio, fire pit, etc. we loved sitting outside by our fire pit in the evening and we used the fireplace in our room every night. That being said, I believe management could use some work. Much of the staff was not trained in proper customer service. Every time we had to call for something we needed in our room we had two call two times. We would call, wait 30-40 minutes and then call again before the items were brought. This happened 4 times. Boon Fly Cafe was the worst customer service we received. We went in for coffee and donuts. Once we finally got seated we place our coffee and donut order. We received our items at a reasonable time frame but never saw our waiter again. No coffee refills or “can I get you anything else”. The family sitting next to us had to flag down their waiter three times before he would come to their table. I had to walk up to the host stand to get my bill and pay. Farm was terrible as well. It is under construction so everything is make shift. You wait FOREVER for drinks. Menu is VERY limited. We would be sitting at our table waiting to order or for refills and all of the hostesses and waiters would be congregating at the front chatting with one another. Very insulting. Not to mention, the first morning there we were woke up at 6:30am by the sounds of drills and construction equipment working by the pool. For the price you pay to stay at the property we were very disappointed in the service we received. For the price I think there are probably much better options available.

We have stayed at this resort on three prior occasions and made an 80th birthday party at the Library at Farm. We could not say enough good things about the Carneros Resort and Farm and we recommended both without reservation until this weekend. We arrived on Wednesday. The cottage that we were given was in need of significant repairs, i.e., the door handle to the bathroom door was broken, the bathroom light was broken, the refrigerator did not open and the reticulating patio needed to be serviced. We could have overlooked all of this if the Hilltop Pool had not been a disaster. We have repeatedly come to this resort because of the Hilltop Pool. We always felt so relaxed sitting at that pool, looking out at the vineyards. The far end of the pool, where the spa is located, is being renovated and the view that we love of the vista of the vineyards is totally blocked by a large fence with screens to cover the construction. A hotel employee told us that many guests have complaints about the construction and overall disrepair of the pool. Also, we noticed that the umbrellas and cushions on the pool chairs looked worn and shabby and the pool itself had not been cleaned. No one told us and no notification was placed on the resort website that this pool was under construction or, for that matter, that the interior of Farm was closed for construction and that we would have to sit outside. We were miserable at Carneros Resort and decided that we could not stay. We were able to secure the last reservation at the Four Seasons Napa in Calistoga and we left onThursday morning. We could not be happier that we left. We spoke to Marco before we left and told him how we felt. In response, he told us that he was sorry and that he would review our reservation. Needless to say, we did not receive any portion of a refund. We will not be recommending Carneros Resort to anyone. We do not usually write reviews but we wanted to let other potential guests know what to expect.

Pros The view from hilltop pool was beautiful Spacious and comfortable room Planting throughout the property and it's grounds was gorgeous Comfortable sun loungers Cons My rooms patio area furniture was all covered with rain covers (it has been sunny for weeks). No one thought to remove and prep the outside area of my room before guest check in. The wine dispenser in room was broken/ empty Room service was barely edible and took over an hour for vegetarian pasta Hilltop pool service was non existent instead you were advised to order from boon cafe and they'd bring it, that took 90mins. it was so bad all the people who ordered at the pool, me included were comped Hot tub was filthy Two guests at the adult pool had their own speakers blasting out their own music along with the music being played by the hotel. it was awful. when I asked that one form of music be played they said they'd ask the guests with the speakers but couldn't promise Nothing extra in your room for Easter Sunday (chocolate etc), no bottle of wine upon arrival, no welcome drink For $1.5k a night I'd expect a lot better

My husband and I, along with our 10yo daughter, stayed here for 3 nights as a part of our CA road trip to celebrate her birthday. I had high hopes based on reviews and customer service when booking. Unfortunately, it went downhill from there. First off, there is construction all around the property that was not disclosed when booking. Communication is a real problem. It was difficult to find out which restaurants were open when due to construction and received several pieces of wrong info making it difficult to take advantage of places around the resort. The website has constantly changed over the last few weeks with changing information. We booked under a promo to receive two free glasses of wine from room dispenser and even saw on our bill at check out, but did not receive. We booked a suite with two cottages one with king bed and the other with sofa bed. We asked multiple times prior to visit and again on day of check in about upgrading to a room with two beds even at an additional cost, but they did not accommodate even though several others received comped upgrades and there were multiple larger rooms available during our stay. Do yourself a favor and don’t book a room with a sofa bed if someone is meant to sleep on it. It’s horrible like sleeping directly on springs! My daughter ended up sleeping on it folded up as a loveseat even though it wasn’t long enough. Had to ask twice for linens for her and still never brought a pillow. On our last day, we returned after being gone all day and housekeeping had taken her sheets away with no replacements and also would forget to replace coffee in room each day. Just remaining lazy and no accountability. We did ask for an extra mattress for the sofa bed on the last night which was much better. We also ordered her room service for dinner one night. They were supposed to pick up tray/leftovers that night. Tray was still there 25 hours later so I asked again to be removed. Tray was still there 36+ hours later on the porch with ants and birds eating the food! When you call the front desk for assistance, you don’t even get to speak to someone on property and there’s obviously a breakdown when translating to hotel staff. They try to make things special and dropped of a s’more’s kit to celebrate my daughter’s birthday. Super nice gesture , but the cookies were crushed with nothing but crumbs so not able to make a s’more. There was another kit in our room, but we’d have to pay $20 to eat one that wasn’t crushed. The rooms are in major need of repair. Several broken/inoperable items though out the room. The worst part is the bottom of the shower door that leads to the outside has a gaping hole we we had frogs in the shower two out of three mornings not to mention the bugs in the room (I even woke up to bugs on my arm one morning). We tried to place a towel to close the gap, but still ended up with critters. Overall, we will definitely choose to stay elsewhere when we visit next. We travel 1 2x/year to the area (usually just adults) and were excited to try something new, but will go to an old faithful resort after this. This place is just not worth the money in terms of facilities, service, communication, etc.

Recently stayed at Carneros Resort for the third time, and likely the last. Having had a poor experience on our last visit in 2018, I had reached out to the concierge before booking and was ensured the experience would be exceptional. Our loyalty to the resort when there are similar and newer properties in the area at the same cost, ended up being a poor decision. Grounds are meticulously maintained, however the room was dirty upon check in and had cobwebs throughout, to which we requested additional housekeeping and maintenance to fix the outlets in the room that weren't working. Front desk thought I was joking when I requested it the service. One of the advantages to the resort is FARM restaurant being located on site. However there was outdoor seating only and a limited menu, as the indoor restaurant was under construction. There was also no bar service. This should have been a disclaimer before booking both the hotel and restaurant reservation. Hill top pool is in need of resurfacing and the hot tub area was also under construction with a tarp preventing you from seeing the typical/beautiful view. This should have been disclosed before booking the room reservation. Upon checkout, we shipped wine through the concierge back to our home, only to follow up a week later and learn that they had misplaced our form and we had to open up a dispute with the shipping company. Unfortunately we won't be back.