Poor Experience in Room 335 – Ant Infestation and No Response from Management
I stayed at The Knoll Hotel Napa Valley from July 1 to July 4, 2025, in Room 335. While the hotel initially appeared pleasant, my experience was unfortunately marred by a serious cleanliness and service issue.
On the evening of July 3rd, I discovered a large number of ants crawling around the room, including on the table and bathroom. It was clear this was not an isolated incident—this was a significant infestation, which made the room feel unsanitary and uncomfortable for the remainder of my stay.
I immediately emailed the General Manager with details of the issue, including the room number and dates of my stay, and politely asked for the matter to be addressed. However, I received no response at all—no apology, no explanation, not even an acknowledgment of my message.
I find this level of customer service unacceptable. When guests encounter problems, especially related to hygiene, they deserve a prompt and respectful response. The lack of accountability and follow-up made it clear that guest satisfaction is not a priority here.
For a hotel positioned in the heart of Napa Valley, I expected much better—both in terms of room cleanliness and basic hospitality. I won’t be returning, and I would caution others to think twice before booking here unless the management makes serious improvements.
