I had high hopes for this hotel. It was my birthday weekend and I was really looking forward to a nice getaway in the snow. This hotel just about ruined it. I wouldn't stay here again if I were paid to. We have been to many, many hotels and this was the worst place I have ever stayed.
* The bathroom reeked of wet dog. I understand some people stay with dogs here, but I expected it to be cleaned. Between the dog smell and the little black hairs in the bathroom, it was obvious dogs had recently been there and the place hadn't been well cleaned. Add to that the caked-in-dirt old sock underneath the duvet, and I wondered if the place had been cleaned at all before we checked in. There was also dog poop on the walkway and all around the parking lot.
* I was told at check-in that there would be a $200 hold on my credit card "in case I walked off with something from the room". I understand the practice, but really?!?
* The bathroom was tiny. One very nice slate shower (the one positive for this place), an itty bitty sink and a toilet. The shelf was four inches wide and we couldn't put more than a tooth brush on it.
* Worst of all, there is almost no soundproofing. The people in the room above us were up until 3 am. We heard every conversation, every sneeze, every toilet flush. They had a whole lot of fun, and I literally thought there was an earthquake with how much OUR headboard was shaking, because of what was going on in the room above us. My 5-year old son asked me what a vulgar female anatomy name meant was because we could hear their every word before we left our room in frustration. I don't think they were even being that loud, the soundproofing is just non-existent. So they went to bed at 3 am, and the neighbors to our right got up at 5:30 am. And we could hear *their* every word and toilet flush. We got just over two hours of sleep. Worst night ever in a hotel room, and we've done some traveling.
I went to the front desk to ask for a partial refund as we chose to check out a night early rather than suffer another night of sleeplessness and gross dog smell. I was told they were aware of the noise issue, and there was no refund. We checked out anyway, cutting our stay in beautiful Tahoe short. I'll be contacting the Better Business Bureau about their "boutique" hotel.
My husband tried to cheer me up by saying at least we didn't spend that much on the hotel. He thought by the look of the place it was $50 a night. Nope. $200 a night for the worst night of sleep ever.
Find another place to stay and save yourself the headache!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 23, 2013
We truly apologize for your experience, this is not something that we find acceptable either and our manager did extend a refund to you upon learning of your experience from our staff. We do wish that you had contacted the front desk about your noisy neighbors. The property is staffed 24 hours a day and we do walk the property several times during the night to do everything possible to ensure all guests are quiet. Our lodge is small and we try our best to cater to a respectful clientele who are looking for relaxation, amenities, service and location – we are not a haven for party seekers or guests who are looking to stay up all night and do not condone this behavior as it does disturb our other guests.
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We are a pet friendly hotel and do require additional and extensive cleaning after a pet has been in a room. When we remodeled the property in 2011 we did open up the walls and add modern soundproofing to the rooms. Even the best 5 star hotels have issues when a neighbor is inappropriately loud. Again, we wish we had received a call from you.
We do thank you for your feedback and as you can see from our many positive reviews, we strive to provide superior guest service and an amazing stay and will use this to train our staff and resolve any issues.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.