Alila Napa Valley

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.

We stayed there recently for our wedding at Beringer. We booked our room months in advance, paying over $1400/night for what we knew to be a small room but conveniently located to our wedding next door. We had requested an early check-in at the time of our booking, via email in the weeks leading up to our stay, and via telephone the night before our stay, as we needed to arrive at the room to get ready before our 4:30 rehearsal nextdoor at Beringer. We were assured an early check-in would be no problem, as early as 12 and certainly no later than 2 pm. We ended up arriving much later than planned, close to 4 pm, only to learn that our room was still not ready for check-in (standard check-in time is 4 pm). We did not get into our room until 4:15 or later, and of course we were therefore significantly late to our rehearsal and in turn our rehearsal dinner and own welcome event. During the check-in process, the staff apologized and said we would be "comped" something(s), but we never received any further acknowledgement of the delay, let alone any compensation. In addition, despite us booking the room months in advance for our wedding and paying the most we have ever spent for any hotel room anywhere in the world (including luxury resorts in prime locations), there was not a single thing done special for us (such as flowers in the room etc.) to in any way acknowledge our wedding (i.e., the bare minumum that would typically be done by virtually any hotel at any price point). Overall, we were extremely disappointed with the customer service for such an exorbitantly priced, supposedly elite hotel.

Alila Napa valley was truly a great experience. The concierge Ellen was so helpful in helping me plan wineries to visit for my 5yr anniversary. Definitely an unforgettable experience and I would come again. The rooms are above a gorgeous vineyard and the fire pit that came with the room was to die for!

Beautiful stay at the Alila! The staff was friendly and helpful, esp the valet guys. Courteous and even charged my Tesla without me asking. My fave was the room! Very luxe! We had the deluxe room with outdoor tub on the balcony overlooking a babbling brook and the Beringer estate grounds (ok it’s their parking lot technically, but there’s a lot of tree coverage and feels quite private). The marble bathrooms with the electric toilet/bidet is awesome. You don’t have to use it, but it’s nice and cleans your tush if you do. Loved the spa! Very cozy and felt very zen. Massage was great! Steam room nice! It’s small, but there wasn’t anyone but my spouse and I so it felt very private. We also had breakfast at the one onsite restaurant, Violetta. Quality good food. French press coffee mmm! Special touches that made it memorable were wine bottle upon arrival for anniversary, room upgrade, turndown service and free valet (there’s no parking). No kids. Adults only resort. Tips: Beringer Estate is next door. They have beautiful grounds you can stroll through. Downtown St Helena is 15 min or 1/2 mile walk from the hotel. Coffee shops open but nothing else til 10 am. Con: small pool. Stayed mid-week in June.

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!

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!