I arrived at the hotel at 10:30 pm after an 8 hour drive with 2 small kids and a friend in tow, with 2 non-smoking room reservations made months before. I asked the receptionist, Adriana from South Lake Tahoe, if we could stay in the Mountain Tower. Without checking or bothering to look at me she said “No the hotel is full.” When we got up to the room we found we were on a smoking floor, of which there are only 2 on a total of 25. I called down to say we did not want a smoking room. Adriana put me on hold and did not come back to the phone. We all had to go back down to hear her say the hotel was full. She said just because we requested a non-smoking room that was no guarantee we would get one. I asked to speak to the manager. She went inside a door to the back office. She came back 10 minutes later and said the manager was out. She did not suggest checking back the next day to see if anything came up. She couldn’t care less. I noticed there was a steady stream of guests checking in after us and they were not being assigned the smoking floors but we were too tired to kick up a fuss at that point. I did manage to talk to a manager the next day and she told me: “This hotel is run by the players. If you request a room months back and some players come in today and want your room we’re going to give it to them.” This was told to me by Tara, the "Front Office Shift Manager". Evidently thre hotel manager is only available to “players”. The room itself was minimal, no writing desk, no stationery, no information folder or magazines, no fridge, no coffee maker, no armchair, no counter top or anyplace at all to put your wallet and keys, but there is a tip envelope for the room maid. Some nice touches – the 3 fan settings and temp control on the room thermostat don’t do anything. Fiddle around as you might. You have no effect. You are overridden. In the elevators the “Door Close” button doesn’t do anything. You are overridden. The lobby is full of screaming tweens and swearing, yelling teens. The room above sounded like a bull stampede nightly between 11 and midnight without fail. The room behind our beds had drunk fighting guys who were considerate enough to take their altercation behind the closed doors of their room, not knowing that the walls separating us were paper thin. This hotel and its front office staff are an unmitigated nightmare from beginning to end.
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