Grand Reserve at The Meritage

The Meritage was an absolutely beautiful property. We had four rooms in the Signature building. The rooms were spacious, clean and very well-maintained. The beds were very comfortable. The rooms felt new. The staff was very friendly. Overall we had a great stay and would definitely recommend.

We had a very disappointing experience during our stay. While we understood that an earlier check-in isn’t always possible, our room was not ready until 4:50pm despite the advertised check-in time being 4:00pm. We approached reception three separate times, queuing each time, and were repeatedly told it would be “only a few more minutes.” After an hour and a half, we were still waiting with no realistic updates. This delay affected our plans. We had a pre-booked wine tasting at Domain Carneros that we couldn’t reschedule, and we were charged a cancellation fee. We also had a pre-booked taxi that was cancelled, with another fee charged. We would have arranged alternatives if we’d been given accurate information. When we were finally given our keys, my disappointment was not acknowledged and I felt dismissed. We were also not guided to our room—since we were staying in the “Grand Reserve” across the street, there were no clear directions, only an “X” on a map, and no staff available to help. Service issues continued: the bar gave us an incorrect order, and a room service tray remained outside our door until 9am the following morning even after requesting collection. I was also waiting all Friday for a call back from the manager, Brian. When I followed up Friday evening, I was told he’d gone home. On checkout, the desk staff credited us for poolside drinks, but there was no apology and none of it reflected the level of service we experienced. For the amount of money we paid, it was absolutely not worth it. My sister travelled from Sydney, Australia, and our trip was very disappointing as a result of these issues. Would not recommend.

Bellhop, Roman, went out of his way to give me great service. I needed to pack some wine to check with the airline. Roman drove me and my wine boxes to the shipping store. Then he waited for me while they boxed up my wine and took it back to the hotel. Very friendly and extremely helpful!

Nice day!! Great pool and food. James was fab!

Lunch at the pool. James was my server and he was excellent!