Louis M. Martini Winery

I am sharing our experience to help future travelers and management to fix major service and facility issues. Facilities & Comfort: While the property looks clean for the price, the sleep quality was bad. The mattress is aging and sinking. I felt like I was sleeping on a slope—it needs to be replaced. The 5-Hour Check-In Disaster: We arrived at 12:00 PM, requested a high floor, and were promised a text when ready and that our bags would be sent up. By 3:30 PM, no text had arrived, and our luggage sat completely untouched. When I followed up, the lead staff (Lady) dismissed me with a cold and unfriendly attitude. The Final Straw: By 5:00 PM, I stood in line for a third time. It was obvious no one had looked into our room. We were ultimately reassigned to a ground-floor room. When I spoke up about the high floor promise, the lead staff lady became defensive instead of apologizing for the massive waiting time and coordination failure. Customer Service Retraining: Front desk lead staff need immediate training on hospitality basics —specifically, she needs to treat all guests the same, learns how to avoid taking a defensive attitude when a guest is rightfully tracking down a delayed check-in.