Communication breakdown A review of Vino Bello Resort
Having read many of the glowing reviews here, we thought this would be a good spot to spend our ladies' weekend in Napa. We booked a studio suite which was described as having two queen beds and a fold-out couch, sounded comfortable for the three of us. I even called a few days beforehand and spoke with a reservationist to confirm the bedding configuration -- we didn't want to arrive to a room with only a king bed. She said we would have two queen beds and a "fold-out chair," which still sounded doable.
We arrived on a dark and rainy night and the corporate business park was a bit tricky to find because the signs don't correspond with the online directions, but we managed. When we entered our room we found ourselves in a typically sized hotel room with two double beds and no "fold-out chair."
We called the front desk to see if there had been a mistake. When I mentioned that there were two double beds in the room, not queens as had been described, the lady at the front desk said, "we refer to them as queens." What does that mean? They are double beds! We requested a roll-away and she said they don't have them but offered us an aerobed. Then she called back and said they couldn't put an aerobed in the room because it would be a fire hazard. They offered us no other solution, the other "studio suites" were all booked. It was disappointing that they couldn't try to rectify the fact that we had been misled and now found ourselves in a room with too few places to sleep.
The pool and jacuzzi were lovely, even in the rain, and the bathtub and shower were very nice. The complimentary shuttle to downtown in the evening was helpful and convenient. They might manage to make this resort work, but they need to work on customer service and their room descriptions.