Hotel St. Helena

Hotel

Note — This Review is able to be updated if issues are addressed $498 — and didn't even stay at the hotel. Cancellation fiasco I admittedly had made a mistake by clicking a link sent to me by a wine group that I'm joining for the weekend and booked 2 rooms for 2 of the group parties at Hotel St. Helena. Minutes later I was made aware by the group that the link was for the wrong hotel and I was to book at the proper hotel for where the group parties were staying. I booked at the other hotel and within 15 minutes of booking at Hotel St. Helena, I had contacted Maggie (who was sweet) and she told me that she appreciated the quick notice and she would have to speak with the manager of the hotel to confirm a cancellation and I was told the manager would call me back at 2pm PST. Their standard cancellation consists of NO reimbursement if the cancellation is made within 14 days of the reservation (which is rare but understandable to an extent). I reached out to the Hotel twice in the morning, first within 15 minutes after I admitted to my mistake and both times was told that the manager would reach out to me on the numbers provided. I then heard no response and called the hotel again after work (4pm PST) and a woman Leslie picked up. She had not been informed of the situation by co-workers and I mentioned that the Manager was to call me at 2pm like stated which did not happen either.

Note — This Review is able to be updated if issues are addressed $498 — and didn't even stay at the hotel. Cancellation fiasco I admittedly had made a mistake by clicking a link sent to me by a wine group that I'm joining for the weekend and booked 2 rooms for 2 of the group parties at Hotel St. Helena. Minutes later I was made aware by the group that the link was for the wrong hotel and I was to book at the proper hotel for where the group parties were staying. I booked at the other hotel and within 15 minutes of booking at Hotel St. Helena, I had contacted Maggie (who was sweet) and she told me that she appreciated the quick notice and she would have to speak with the manager of the hotel to confirm a cancellation and I was told the manager would call me back at 2pm PST. Their standard cancellation consists of NO reimbursement if the cancellation is made within 14 days of the reservation (which is rare but understandable to an extent). I reached out to the Hotel twice in the morning, first within 15 minutes after I admitted to my mistake and both times was told that the manager would reach out to me on the numbers provided. I then heard no response and called the hotel again after work (4pm PST) and a woman Leslie picked up. She had not been informed of the situation by co-workers and I mentioned that the Manager was to call me at 2pm like stated which did not happen either.

There are two things that should have warned me that this was not a good hotel. 1. The case of creepy dolls leering at you in the front lobby, I was told by my friend that they come alive at night 2. The no refunds sign, front and center at check-in. The front desk clerk got my reservation wrong and only had one instead of two rooms waiting for me on a sold out night. There were no apologies and very little effort to make things right. In the end we got to use a conference room that was full of extra furniture which by the end of the night they had emptied. The rooms are tiny and dirty and have shared baths. The TV is mounted an inch from the ceiling and will give you a neck ache if you watch too long. We were given the wrong key to one of our rooms and almost didn't make it back in when the desk clerk went home. Once again, no apologies. I wonder in a town with so many tourists and places to stay, how this hotel survives. I really wanted to like it, from the outside it appears charming, there are just so many things that may go wrong here.

So. We book two rooms and get our online confirmation emails for two rooms. We drive three hours to get there and go to check in. Lady behind the desk says. "We only have one room for you" We then show her our confirmation email which she has no desire to look at or hear about. Up to now there has been no "I'm sorry" or anything. Just a bad attitude and a complete lack of customer service. We get on the phone and start calling all hotels in town. (Something they should have done since it there mess up). Finally lady says "We can clean out one of the conference rooms and put you there. But she says she is going to do us a huge favor and not charge us to sleep in the conference room but we will have to keep the one existing hotel room. Stay away.