Montage Healdsburg

I absolutely love visiting this place. The team that they have at montage are always very kind and polite. I can’t wait to visit again. Thank you guys for everything.

10/10 recommend for service, drinks, ambiance, and everything in-between! Big fan of Earl's Garden cocktail 🍸 💕

3.5 stars. A Disappointing Stay at Montage Our first visit to Montage this past weekend, a highly anticipated experience at a 5-star resort, unfortunately left us feeling neglected and undervalued, a significant disappointment. The service was consistently inconsistent throughout our stay. A Serious Service Lapse and Negligence: The most concerning incident involved a major lapse in staff operations. We ordered a zero-proof strawberry daiquiri for our 3 year old daughter while at the poolside, explicitly reconfirming "zero proof" with our waiter, who acknowledged our request. After our daughter had taken several sips, we tasted the drink ourselves and immediately realized it contained alcohol. We alerted the waiter, who confirmed with the bartender there was alcohol and it was a mistake. A new, non-alcoholic drink was prepared, and while they apologized, it's unfathomable how such an error could occur at a resort of this caliber. The resort managers apologized and graciously offered to comp our dinner, which was a kind gesture. However, what truly left a sour taste was the complete lack of follow-up regarding our daughter's well-being. No one inquired if she was okay, not at the time of the incident, not the following day, and not even at checkout. Back to the beginning. Our experience began with a rushed check-in. We observed other guests receiving welcome drinks, yet we were never offered one, despite seeing the same front desk associate pouring drinks for other parties. When our room was ready, we received a text notification and returned to a crowded lobby with a long check-in queue. We were simply handed our keys and directed outside without further instruction. There was no one to greet us, nor a clear line for a driver to our room, leading to many people cutting in front of us, making us feel like we didn't get acknowledged because we didn’t "fit the profile." Furthermore, our luggage wasn't ready; one item had been left in the valet car and needed to be brought to our room separately. While our driver to the room was helpful and offered to get us the welcome drink we never received, he mistakenly brought two red wines instead of the one white and one red that we requested. This pattern of lacking and inconsistent service continued throughout the resort. At the poolside, it took over 20 minutes for a staff member to attend to us, even though the pool area was relatively empty. They have a shuttle service to town and when I texted them to pick us up at a specific location, they went to a different location. We noticed that many of the staff appeared quite young and lacked customer service. You could tell some genuinely enjoyed their work, while others seemed to be there simply for a job. Given these numerous issues, we do not plan to return. We simply expect a much higher standard from a 5-star resort.

Upon arrival at our initially assigned room, we discovered it was already occupied by another guest’s belongings. When we returned to the front desk, staff explained the room had accidentally been given to another guest with the same last name. We were then reassigned to an alternative accommodation located significantly farther from the main facilities. However, staff did not inform us this was shared housing with other guests—information we discovered only upon arrival. Unfortunately, this second room (in a shared house) was also occupied by another party’s belongings. After returning to the front desk a second time, we requested and were eventually provided with a private room. Due to multiple room assignment errors and having to load/unload our luggage to/from multiple rooms, we spent over 90 minutes to get into the hotel, which caused us to miss our evening activity. The most surprising thing about this whole experience is that I was given access to two different strangers’ rooms without them knowing, which is quite scary to think from security perspective. On day 2, my key stopped working and the door won’t open so I had to stay outside of my room and wait for the staff to come over to let me into the room. I hope this feedback helps improve the check-in process & security for future guests, as the property otherwise has excellent potential.