Extended Stay America Suites - Fairfield - Napa Valley

Nice hotel, does not have breakfast but it is very clean here

We booked through ********** app (Love the app and never have had any issues in all the years I've used it). When we arrived to the hotel, we were told that no rooms were available and that our reservation couldn't be honored. I was never called about the issue - no call no voicemail no email nothing. We had to scramble to find a hotel last minute in the middle of the night with a hungry crying infant. Worst experience at a hotel especially with a baby....we were lucky to find a hotel a little less than 10miles away from this hotel. On a sidenote, when we pulled up to the hotel, there was a guy sitting on the ground by the main entrance who looked high on dope, and more people in the lobby who were having issues with front desk staff and they also looked like they were dope users. Maybe it all worked out for the best because we love the hotel room we found last minute at a different hotel. After reading reviews from others on another site, it appears that this hotel often doesn't honor reservations made on third party sites or on their own website.

We have had employees stay at this hotel approximately 60 separate nights in the last two years. It's proximity to our business location make it by far the easiest hotel for our employees to stay at. Handling a third party/corporate reservation seems to be beyond the capability of a poorly trained front desk, as they have mangled the reservation check in on four of the last five occasions. If it weren't for the one bright light, Luz, we would have severed the relationship long ago. Even when they turned the guests away, it took me a full week to get refunded for a refused reservation. The manager was too busy to either come to work or to return the call, depending on who was telling the story when I called. Sharon absolutely made an effort to do the right thing, but was eventually uncomfortable covering for the unprofessional manager. We will simply have to stay elsewhere. I cannot risk my employees being unable to check in after a long days work, sent away at 11:00 at night because the night clerk cannot fathom the third party reservation, or because no one is interested enough to make a simple phone call to retain the reservation. It has happened a remarkable four times. When I called Guest Services to attempt to salvage this current reservation, they of course are only available until 5:00 Pacific Time. This is simply one of those instances where easy corrections and decisions were not made on multiple occasions by what should have been professional adults. Another multi day reservation was lost absolutely unnecessarily. Good luck.