Alila Napa Valley

Great experience

One of the best hotels we’ve ever stayed at. Gorgeous property, every detail was perfect. We received an upgrade and the suite was unbelievable. The staff was incredibly attentive. The breakfast was delicious. Walking distance to town! We will be staying again!

While the property itself is beautiful and the staff was mostly courteous, my recent experience fell far below the standards expected at this price point. All my wife wanted was to enjoy a morning coffee with a view of the vineyard from our balcony. Unfortunately, the Nespresso machine in our room produced a coffee that looked normal but tasted foul. Upon investigation, we discovered that the water in the tank was moldy and emitted a putrid smell. While we acknowledge we should have checked the machine, this is not something I would expect from a hotel of this caliber. When I attempted to refill the tank, we found the tap water to be brown and unpalatable (see photos). Since we already drank both bottles of water and the tap water wasn't fit for human consumption, my wife reluctantly ordered a $15 coffee to the room. After waiting 25 minutes without the coffee arriving, we decided to head downstairs, only to find the restaurant completely out of coffee at 8:30 AM. I typically refrain from lodging complaints, but this situation left me furious. When I approached the front desk to address the issues, including the brown tap water, the staff simply stated, "Oh, that's normal for California water." This response was both dismissive and unacceptable. I expected far better service from a hotel charging premium rates. I am disappointed that my concerns were not taken seriously and that my wife was subjected to such a poor experience while we were trying to celebrate a special occasion. It's been over two weeks since we checked out, and while posting my concerns on Tripadvisor wasn't my preferred option, the hotel never reached out to inquire about my stay. Given that, I believe it's only fair to share my experience publicly.

Beautiful property in a perfect location. Staff were friendly and professional. This is our quick getaway from our busy life at home and Alila Napa Valley had delivered it. My 3-day time off feels like a weeklong. It is a perfect getaway. Food, wine, good night sleep and beautiful property.

Alila continues to be one of the best places to stay in St.Helena. it was wonderful to walk down the street to shop and eat on main street. Our favorite wineries were less than 15mins away. Relaxing in our room with a view of the vineyards with the fireplace keeping us warm was magical.

Congratulations on the transition from Acacia House to Violetta. In addition to our daily breakfasts, we had two wonderful dinners here. While Acacia House was good, Violetta is much better. And the Mexico margarita is without parallel!

I was talking to a friend about why I keep going back to this hotel. While many others might say the food at Violetto (which is very very good), the views (of the vineyards, which are captivating), the proximity to other locations (wineries, downtown, etc.) or the rooms (which are quite comfortable) - I would say it is foremost the people. I take a glass half full type approach, and in doing so, it's evident the people really go above and beyond - exceeding expectations repeatedly and strive to make your stay as comfortable as humanly possible. There's too many people to mention, but at least the ones I've interacted with the most that certainly deserve credit: Zachary (GM of Violetto), Thomas (Executive Chef of Violetto), Ellen (formerly Guest Experience Manager), Theresa (Lead Concierge), Nicholas (Server @ Violetto), Allison (Spa Manager), and Gwen (Massage Therapist). Treat them well - not for what they can do for you, but because they are inherently good people. They always strive to provide an experience unparalleled by other hotels I have been to (I don't say that lightly being a regular at many 5* hotels across various brands).

The room is spacious, and the bed is very comfortable. The room is well-appointed - although not at the level of the highest category in the World of Hyatt program. Service leaves much to be desired. The Globalist upgrade is not what it should have been. The valet did not charge my car despite my explicit request. The fine dining restaurant on-site is fine but nothing super exciting. There were some hardware issues: shower drains slowly, and the outdoor tub's faucet provided rust-colored water. All in all, it lacks the special tough that you'd expect from the top-tier property. The outdoor pool is not heated. It is quite over-rated if I am honest. A significant disappointment.