Inn on Randolph

The quiet, safe neighborhood is an easy walk into downtown Napa, and Fowler Cottage was very comfortable. We felt the price matched the comfort, and I would return. The Inn wasn't staffed full-time, with all communication by text. On our first night we were the only guests on the property; the following two nights it was busy, though we hardly saw anyone. We enjoyed the delicious breakfast on two of our three days, but the serving window was only 8-8:30 am.

Service felt impersonal, especially for more than $420 a night. We stayed two nights and never met anyone for check-in or checkout, despite arriving before 5 pm and leaving after breakfast. There was no one around to ask for local suggestions, apart from the cook/server at breakfast. Everything else came by email or text, including door codes and instructions to take out our garbage. We couldn't choose the breakfast time or dishes, and had to confirm by text the night before or apparently wouldn't have received breakfast. The room was clean and breakfast was good, but the lack of hospitality really disappointed us.

The breakfast caused the most serious problem for me. I have celiac disease, and I became very ill after being glutened by a breakfast that was supposed to be gluten free. The food wasn't gourmet, either. We ate it because we needed something, but cook better meals at home. I was sick for the rest of the day and missed wine tastings we'd already paid for. Service and the room issues made the trip even worse. For the first three days, housekeeping didn't come because management said there was no spare key and the digital lock was broken. They expected us to stay in the room to let them in, so we had no fresh towels or water. The fireplace couldn't be used for the first three days of our four-day stay, and they removed the patio cushions, so we couldn't sit outside. The bed was hard, we killed a roach in the room, and there are no lovely views like at some other inns because this one is in a neighborhood. The Inn itself was otherwise fine, though not luxurious. We tried to resolve this with management and ask for a partial refund, allowing that maybe they'd had an off week. They were hateful and dismissive, and even threatened to sue us if we posted honest reviews. After our stay, when we emailed again, they called us liars and offered $200 as a "goodwill gesture" to close the matter. We'd paid more than $2,200, and felt they'd repeatedly failed to provide the promised service and amenities despite us meeting our obligations. We had text evidence for our claims and had twice asked how to discuss a partial refund, with no response. We refused what felt like hush money and left an honest review. We won't be bullied into silence. This was meant to be a special birthday and anniversary trip, and the mismanagement at the Inn on Randolph nearly ruined it. We would give zero stars if we could. We would have been better off at a hotel and using the accommodation savings for more fun in Napa. We can't recommend the Inn on Randolph.

Fowler Cottage itself was pleasant, with a great bathtub, comfortable bed, and a quiet, safe spot near downtown Napa. Online check-in worked well and we got into the cottage without trouble, though there was no staff around at check-in or checkout. The breakfast was a real disappointment compared with what the website describes. The food was bland, sometimes cold and dry, and the portions and quality didn't feel gourmet. The photos at the beginning and end of the website gallery are what it advertises; the other pictures show what we got. Breakfast logistics were confusing too. We chose to eat in the cottage during online check-in, then got a text saying breakfast was in the dining room. They emailed and texted about breakfast, but when our reply didn't appear in their system, we got a message asking if we wanted none the next day. The breakfast team changed during our stay. On the first morning, three people in the kitchen were arguing and seemed very stressed. On the next two mornings one woman served us; she was nice, but seemed rushed and was sneezing in the kitchen. The cottage and grounds also looked less maintained than the website photos, with cobwebs on the windows and ceiling. We didn't feel welcomed. The kitchen staff we met didn't seem happy to be there, and other US inns have greeted us with a note or small gesture. We were celebrating my birthday, and I had chosen this place for the gluten-free breakfast, which I'd mentioned by email. I hoped for a little more effort, maybe even a welcome note. Getting recommendations or help was difficult too. Before arrival I contacted Inn on Randolph for Napa suggestions, and Sally only copied a wine tour organizer in an email. I booked through the website on my phone and didn't notice recommendations in the FAQ; I wish Sally had pointed them out. I also asked about breakfast during the stay but got no response.