Silverado Resort in Napa, CA

Silverado Resort never disappoints. No matter what time of year, size of the group or special requests the will always do their best to accommodate and generally do so. Outstanding service and amenities.

This was one of the most disappointing hotel experiences we’ve had, not because of a single mistake, but because of a pattern of neglect, poor judgment, and complete lack of accountability. My wife decided to book a stay here for my birthday. We stayed for three days two nights. Before arrival, we clearly communicated religious requirements. As Muslims, we explicitly requested no alcohol in the room and no pork products. This was acknowledged. When we checked in, the room contained wine and a charcuterie plate made up of pork products. That alone shows either the request was ignored or not taken seriously. On top of that, there were four to five cigarette butts on the back door patio present and a faint smell of smoke in the room, which raises serious concerns about cleanliness and room turnover standards. We gave the resort time to make this right. We waited multiple days. Nothing meaningful was done. The situation escalated when we returned from breakfast and discovered that neither of our key cards would open the door. We attempted to call the front desk from our phones. No one answered. We left a voicemail. No one returned the call. The lobby is not close, and during active Northern California winter storms, we were left standing outside in the cold. We eventually had to flag down a housekeeper, who called security to unlock our door after a significant wait outside. This should never be the guest’s responsibility to fix. When my wife finally reached someone at the front desk, the response was dismissive and defensive. She was talked over, not listened to, and offered a generic credit with no real acknowledgment of what had occurred. The proposed “solution” was that we should come back again in the future and let a manager book the reservation personally. That is not a resolution. Asking a guest to reinvest time, money, and trust after being disrespected is not accountability. This experience showed a lack of cultural awareness, poor guest support, and an alarming inability to handle basic service recovery. When something goes wrong at a luxury resort, the response matters more than the mistake. In this case, there was no empathy, no urgency, and no ownership. If you value being heard, having your requests respected, and knowing that staff will actually respond when something goes wrong, I would strongly recommend staying elsewhere in Napa. There are too many quality options in the area to accept this level of disregard.

A beautiful property, something for everyone, pool, spa, tennis, golf and just do nothing. Our family gathers here for Christmas every year.

Room is dirty, mold on the bathroom floor, baseboards worn/dirty, rug frayed. Heater makes annoying noise, so either freeze or not have any peace/quiet. Room is too small, no place to work. I thought I had reserved a new remodeled section of the resort based on the website description, but was assigned room 653 which is badly in need of basic maintenance.

Hubby and I checked this place out to visit Napa and it did not disappoint! The second we drove up, everyone was super nice. Very attentive staff, great location, and great amenities. If we decide to go back to Napa, this is where we'll stay. The ONLY negative thing I will say is that when we turned out the logs from the fireplace, there was so much smoke and it stunk up the room throughout the entire next day. Also, the bath towels had a weird smell. Not dirty or bad, just weird.