Grand Reserve at The Meritage

Literally worst experience ever. I cannot even describe to you how horrible this stay was. Room readiness, staff getting me confused with another guest who was previously being rude and then I got scolded by management in front of other guests and staff. I was on the verge of tears because I was so confused what was going on, and then was told I can go sit down and wait until my rooms were ready. I did receive an apology but the damage was already done. Check in is at 4pm, suite #1 was ready at 5pm and suite #2 was ready close to 7pm. Matching room keys were given to another party AFTER we had the room, AND unpacked. They walked in while a family member of mine was getting ready to shower then the other party wouldn’t even leave until they had new keys to another room. To the point of them needing to be escorted to their new room. Which by the way, I was never contacted after this embarrassing and very frustrating room experience. I myself contacted housekeeping to have all the bedding changed that they were all over. No call, no communication, nothing. I myself had to call front desk multiple times for things to get solved even after the situation was communicated to staff. We got massages the following day there at the hotels spa. Guests in my party were “mixed up”, a 60 minute PRE-BOOKED well in advance massage was cut to 30mins for “a mix up of names” that the staff had. One guest had her entire massage cut short and in half, my other guest had health conditions and had very specific requests due to past injuries. This mix up is not acceptable at all. And what was given as an apology? A petty discounted price since her massage was cut in half. Ridiculous. You would think situation after situation, things would improve or some sort of compensation of value. I was offered reimbursement for a parking pass and some resort fees that totaled to ~$75. I had to go back and forth for a petty $150 that was first attempted to be given to me in room credit, which also, was never told about. I was told about the room credit AFTER check out and AFTER I called the hotel 3x just to finally speak with someone about everything because again, I never received a call after the room embarrassment. I paid over $2k for literally one night stay. I can promise you, never ever ever again.

Property was amazing. Pools were warm. Resort restaurants were delicious. However, the attention to detail by the staff was lacking. We requested a crib prior to our stay, and confirmed the crib request upon check in. In short, a crib was never sent to our room. It's a good thing we brought our pack N play, otherwise we would have had to waste even more time dealing with the property in something that should have been taken care of.

My room was restocked with dirty towels, which I didn't realize until after drying my face. The towel had yellow residue all over it and it smelled like urine mixed with grease. I texted their customer service number but never heard back.

Very nice resort with lots of amenities, beautiful landscapes & good food… Shout out to front desk…Eric H…he went above & beyond to accommodate our requested upgrade, even exceeding our expectation…Thank You, Eric…there are not many of amazing people who go the extra to make our trip a memory moment!!!

A very comfortable and pleasant stay. Free bottle of wine. Plush robes. Friendly and helpful staff. Great food - Cioppino for dinner. Good sized rooms for work and sleep. What’s not to like?