Atlantica Sancta Napa

I was disappointed with my stay at the Atlantica Sancta Napa Hotel. The level of housekeeping and restaurant service was below what I expected.

The towels in my room were not changed during my stay, which was frustrating and made it feel like the room hadn’t been properly serviced.

In the restaurant, the tables were often messy when I first sat down to eat, and at dinner it took a very long time before anyone came to take my drinks order or serve me a drink. The service was much slower than I would expect from a hotel of this standard.

That said, I want to give credit where it’s due. Mr. Mario behind the bar was always friendly, welcoming, and attentive. He made us feel valued and was one of the highlights of our stay. His excellent customer service stood out in contrast to the rest of our experience.

Overall, while there were some positives, the issues with housekeeping and restaurant service need significant improvement.

We recently stayed at the Atlanta Sancta Napa Hotel, and unfortunately our experience was very disappointing.

The biggest issue throughout our stay was the attitude of the reception staff. We were consistently treated differently from other guests, and it genuinely felt as though this was because of our young age and the fact that we were English. Every interaction left us feeling unwelcome, and instead of enjoying our holiday, we often felt uncomfortable approaching reception for anything.

Housekeeping was also well below the standard we expected. During our week-long stay, our room was only cleaned twice, and our towels were only replaced once. For a hotel of this standard, this simply isn’t acceptable.

The service during lunch and dinner was equally frustrating. Ordering drinks often felt like an inconvenience to the staff, and on several occasions it seemed as though they were reluctant to serve us. Even after placing our order, we regularly waited over 30 minutes for drinks to arrive at our table, which really affected our dining experience.

That said, I do want to give credit where it’s due. The bar staff, especially Marios and Vlad, were excellent throughout our stay. They were always friendly, welcoming, professional, and provided fantastic service every time we visited the bar. They were a real credit to the hotel and helped make parts of our holiday enjoyable despite the other issues we experienced.

Sadly, because of the poor customer service from reception, inconsistent housekeeping, and slow restaurant service, we would not choose to stay here again or recommend it to others. I hope the hotel takes this feedback seriously and works to improve the experience for future guests.