Grand Reserve at The Meritage

Let me start off saying that i would give this place a 5 star review if it weren't for the billing. The people were very friendly, rooms were nice, property was nice. My wife and I stayed there in November, when we checked out, I just had them email me the bill to save paper and make everything easier. My mistake. As we were driving down the road (maybe 5 minutes after we left), we noticed on the emailed receipt that we were double charged, not once but twice for lunch at the outlet restaurant. We immediately called to get it fixed while it was fresh in everyone's mind. We were told that it would be fixed and to check out email. The email never came, the problem never was fixed. After several calls to the hotel we were told that accounting fix the issue when the got into the office. That never happened. Never could get a call back from the manager, accounting, or anyone for that matter. It has been almost 2 months and no less than 6 phone calls later and no one will refund the money that was over charged. Stay at your own risk.

BEWARE! In short, it’s a 5 star property with a 1 star customer service staff. I only expect the basics too. I travel a bit and this is my first bad review in years. Same exact experience as Pamela Johnson described a month ago. On the outside it looks very nice (property) but a different experience when needing help from your room. Between 8pm and 10:30pm, no one answered the phone. I am not exaggerating. The neighbor left her two dogs in her room for two hours and they were both barking so loud that other guests started to congregate outside their door. No one could get anyone on the phone. I walked down to the front desk and was told there is no one answering because there was no operator. Then I was told security was on it regarding the dog issue. Nothing happened until the guest returned. It was misery for two hours listening to these dogs yipe and cry. They had some staff and no one could help. The hotel was not full, they could have moved me. Totally disappointed. No call back from the manager. After reading other similar experiences here, I’m not expecting one. They staff the customer facing areas (front desk) as a facade to mask the lack of staff in the other areas. Other cons: 1. No room service. Would not answer the phone. 2.. Don’t even think about checking in before 3:30pm. They tell u they will text and they don’t. 3. Several pools and halls are being renovated. Not an issue just letting u know. 4. My room was facing the wall that surrounded the pool on the first floor. A little disappointed here. Pros: Room was nice inside and clean. Resort was pretty. It had all the makings of a great experience but sadly we left with a very bad experience.

We had an amazing experience at the Grand Reserve family friendly pool. Staff member, Eunice, provided us with such great hospitality. Not only did she provide excellent service, she made us feel cared for. She was extremely quick to take care of anything that we needed. She was highly personable and always smiling which helped make our day absolutely perfect as we were celebrated a birthday. We also want to acknowledge Mr. Gharib for providing the highest level of service. He was kind, professional, and made us feel so welcomed. Everyone at the Meritage was such a joy to meet. Thank you so much! 5/5 stars and two thumbs up!

My family and group of friends have been coming to this hotel since the inception, actually we started our enjoyment of this area at Meritage. We come to this area so much we labeled our text group "Meritage". Even during Covid we could not stay away and it was such an experience having the resort all to ourselves. Everyone is so accommodating even during those scariest of times. Last year NYE 2023 I met a staff member that stood out from all the rest, her name is Dawa. I encountered her first at Olive and Hay, she set up our group of 21 to the best of her ability so that we can enjoy each other's company. She often checked in on us during brunch. Throughout the whole weekend, we would see her in all the meal areas and most of all at Crush lounge. She managed the bar and warmed the guest at the dining area - always ready to check in on each patron. This year thanksgiving, I had the pleasure of bumping into Dawa at the awesome Grand Reserve skating rink, set up for their winter festivities. She is so awesome, she remembered me and I remembered her because she was so helpful. I witnessed her caring about her staff in order to produce outstanding service for all that visit the resort. We love the resort for the big suites that accommodate my family, the fun atmosphere, the rink, the decoration, the fire pit, the igloo and the food is delicious. Having Dawa there is icing on the cake - she is superb!!

Don't go in off season if you want to relax. Front desk was rude. No one told us the meritage was under construction when we called to make the reservation. We walked into the construction lobby as there was little to no visible sinage that we were supposed to go all the way across the street to the grand reserve. We were put in a room where our view was a broken down fenced off hottub and altgough it was fenced off with fake vines for the guests walking around. we could see the derelict state of the hottub from our balcony. After going all the way back to the grand reserve they moved us to another room all the while telling us that the second room is dbl the price, which seemed tacky to me. We then faced the ice rink which was neat. Till u realize the music pumps loudly (heard over tv inside)till 10pm. We were looking for a nice pampered getaway for a cpl nights. Since we were paying more than twice what we paid for tge norm hotels. I.e. holiday Inn etc, we hoped there would be something included. Aside from the clout of saying we went there NOTHING was included. The skating was $25usd pp. Which should be free for guests. As well as parking No breakfast, the grounds we all under construction and desolate. (We knew we were going in the off season,but this was absurd) I want to bring up a wonderful establishment in Canada called Sparkling Hills. 8 different types of sauna, infinity pool, cold and hot leg circuit pool and a beyond luxurious breakfast buffet all included with the price and with the Canadian exchange is actually cheaper than Napa. Oh did I mention sparkling hills is littered with beautiful Swarovski crystals, every room feels like luxury and I never felt treated like a vagrant. Which is exactly how I feel we were treated by the front desk lady upon checking in. Don't wanna call her out too much as it's a company training/hiring issue I will say Trey or Tray, from the valet service was very kind and probably one of the only ppl that didn't treat my partner and I like vagabonds.

Let me start off saying that i would give this place a 5 star review if it weren't for the billing. The people were very friendly, rooms were nice, property was nice. My wife and I stayed there in November, when we checked out, I just had them email me the bill to save paper and make everything easier. My mistake. As we were driving down the road (maybe 5 minutes after we left), we noticed on the emailed receipt that we were double charged, not once but twice for lunch at the outlet restaurant. We immediately called to get it fixed while it was fresh in everyone's mind. We were told that it would be fixed and to check out email. The email never came, the problem never was fixed. After several calls to the hotel we were told that accounting fix the issue when the got into the office. That never happened. Never could get a call back from the manager, accounting, or anyone for that matter. It has been almost 2 months and no less than 6 phone calls later and no one will refund the money that was over charged. Stay at your own risk.

BEWARE! In short, it’s a 5 star property with a 1 star customer service staff. I only expect the basics too. I travel a bit and this is my first bad review in years. Same exact experience as Pamela Johnson described a month ago. On the outside it looks very nice (property) but a different experience when needing help from your room. Between 8pm and 10:30pm, no one answered the phone. I am not exaggerating. The neighbor left her two dogs in her room for two hours and they were both barking so loud that other guests started to congregate outside their door. No one could get anyone on the phone. I walked down to the front desk and was told there is no one answering because there was no operator. Then I was told security was on it regarding the dog issue. Nothing happened until the guest returned. It was misery for two hours listening to these dogs yipe and cry. They had some staff and no one could help. The hotel was not full, they could have moved me. Totally disappointed. No call back from the manager. After reading other similar experiences here, I’m not expecting one. They staff the customer facing areas (front desk) as a facade to mask the lack of staff in the other areas. Other cons: 1. No room service. Would not answer the phone. 2.. Don’t even think about checking in before 3:30pm. They tell u they will text and they don’t. 3. Several pools and halls are being renovated. Not an issue just letting u know. 4. My room was facing the wall that surrounded the pool on the first floor. A little disappointed here. Pros: Room was nice inside and clean. Resort was pretty. It had all the makings of a great experience but sadly we left with a very bad experience.