Four Seasons Resort and Residences Napa Valley

Thank you, Four Seasons, for making our girls’ trip truly amazing. Your team went above and beyond to ensure we had the best possible experience. The wine tasting, picnic, and spa experiences were absolutely magical. A special thank you to Sean, Jelly, and the entire team for providing the exceptional customer service that only Four Seasons can deliver. The property was stunning, the rooms were beautiful, and every detail was thoughtfully executed. The entire experience was unforgettable, and we will cherish the memories for years to come. Thank you for making our trip so special.

Houston we have a problem. Not sure who the GM is here, but corporate needs to take a long hard look at this property, as it’s clearly alienating longtime elite level customers. Sad. This is a currently a 3 star property, trying to masquerade as a 5 star property. My brother in law and I got 2 rooms here last week. We make reservation, and confirm our arrival time with front desk as 10pm. We arrive at midnight, and still have to wait for our rooms as “housekeeping was making sure everything’s perfect with room”, as if they couldn’t have done this the 5 hours prior to our arrival. Early the next morning, we’re awoken by this crashing/breaking noise, and it’s like we’re living on a construction site. Guys are on the roof breaking tiles and dropping them 3-4 stories into a dumpster below. Since it’s still a wonderfully sunny day, we try and go to the pool/hot tub, despite the noise, and we find out it’s closed for the season.No access whatsoever. We then try and hit the spa, but it’s closed as well. This is now a Westin Hotel at best, despite charging $800 a night per room. The front desk then advises they’ve partnered with “Solage” spa across the street for spa needs. We go over there, and the front desk lady says “I wish they’d stop telling people we’re a full service spa”, as we only sell products and massages. We go back across to the 4 Seasons, and now I’m a little aggravated at this train wreck our stay’s become. I ask the nice lady at the desk what exactly do I get for the $75 resort fee they charge, since everything is closed up. She says I can walk through the construction site and use the gym that’s still open, or use a Lucid vehicle. I needless to say declined both. Go back to our rooms to pack up, and decide to order some Orange Juice, since we’re in a state that produces tons of oranges. Room service brought us 2 glasses of orange juice from concentrate for $38.00! This was the final kicker. I’ve never stayed at a 5 star resort, that serves Embassy suites level orange juice. Leave the hotel and they send me a survey form. Instead of blasting them on the form, my bother in law (frequent guest), calls to voice his displeasure. He speaks to a new manager of 3 weeks, who says he’ll talk to the GM personally. 4-5 days later no reply. This property is getting the reviews they deserve, and need to do much better! I understand construction, but you need to let guests know at time of reservation the issues they will face, especially if almost everything a guest would want to use is not available.

We stay at many Four Seasons Hotels. This one is pretty good. The spa and grounds are nice and the location is fine. The chef at the Truss Restaurant is a problem. This guy would not make me an avocado toast at brunch time for me (although is regularly on the menu). Further, he does not accommodate changes to any of the dishes. The waitress changed the tuna appetizer to shrimp for my wife and it then arrived with Tuna. The waitress did not tell her in advance, that the chef would not make any changes. Maybe this chef should go back to Jack in the Box where he trained.

Gorgeous property. Food amazing. Pool service beyond embarrassing. I pretty much spent my 50th birthday serving my friends and self at pool all day bc service was a disaster. No one was there!!

I hate to complain - but I love this brand, but our experience were very different from our October 2023 stay. We have stayed at 19 different FS properties in North America, ~36 stays and ~120 nights. So I do have expectations. From my observations, it just looked like they were understaffed. Which is strange for this brand and known for having an abundance of help. This was not the case. The pool area had the biggest deficit: pool attendants to set up lounges were hard to find, we even set up our own, waiting times for pool service were high; water, drinks, food, menus, got there - eventually. There was almost no "clean up" from people that had left, food, drinks and used towels sat for hours on the pool deck and in the cabanas. Our lunch of ceviche and steak tacos was average at best, there was no octopus in the ceviche and the steak nuggets were horribly burnt - seriously. I have to mention that even the glassware for drinks was inconsistent. (I know a small detail but...) Breakfast one morning was slow - an egg was forgotten from my avocado toast, mentioned it to two food runners and never received it. The server kindly removed it from the check. Valet was not always available. The PROS: The property is stunning and clean. Just beautiful. The employees, when available, were kind, generous and engaging. We were upgraded to a lovely suite, with a bottle of wine and welcome amenities. They were responsive when asked for incidentals. All in all, this was the most expensive FS property we have ever stayed at - with all the fees probably $3k / night. And I just felt like that it was not worth it and will likely not return.