Its only human to make a mistake, it is what you do after that makes a difference. Little touches make a big difference. We asked for a roll away bed for our 4 day stay and were told at the last minute that it was not possible due to fire laws. It was then that this could have turned sour yet the effective customer service skills of Indee at the front desk made this hotel earn 5 stars. She fixed the issue right away, took 10 minutes to tell me about all the great things Lake Tahoe has to offer, and even handed us maps and coupons. She even suggested where to get dinner. This is what its all about.. period. I can overlook the dated decor, not so great breakfast, no lake view, and proximity to a busy street but you can't overlook great service. I am very grateful to her great service and will definately stay again, thanks Indee!!