I must first say that I never write bad reviews for businesses, especially during a time where local businesses are struggling to find employees and recovering after the pandemic. However, after countless times trying to resolve various issues with our visit in February, I felt the need to write a negative review. We are former Tahoe residents, who now frequent north lake during ski season. We have stayed all over the lake, from rustic cottages to budget hotels. We are accustomed to accommodations not being ideal, and we deal with it, with no complaints. However, when it the unit lacks heat during one of the coldest weeks of the year, it's a deal breaker. My son and I were really looking forward to staying at Tahoe Sands for ski week. We have stayed at the resort a few times, and refer our friends as well. I booked 5 days, and our friends stayed in another unit for 4 nights. A storm arrived for the first couple of days, with freezing temperatures, snow accumulation, and high winds. We arrived later in the day after dealing with heavy traffic during the storm. The cabin was cold when we arrived, so we turned on the little gas fireplace. As we sat in the kitchen area wearing our winter jackets and hats trying to keep warm, we noticed snow blowing in the front door of the cabin! At first we thought it was funny, as I quickly placed a large towel around the frame of the door where the snow was collecting. We soon realized that the heater in our cabin was not properly working. My son and I were beyond cold our first night, as the heater completely turned off during the night, and every night thereafter. I notified the front desk, and we were given a space heater the next day. Even with the space heater and the dysfunctional gas fireplace, we were still extremely cold. I asked if we could change rooms (I even offered to clean our room), but that request was denied. I asked for a refund for the first night, or a discount at least, but that was denied as well. Had it not been such a busy week with everything booked around North Lake Tahoe and Truckee, we would have left the resort. By the end of our trip, my son and I had a terrible cold and flu. In all the years of staying at a place in Lake Tahoe, this was our worst experience. We were highly disappointed with the response from the front desk. I even reached out to the main corporate offices (Grand Pacific Resorts) with no luck. There was also a discrepancy on our last bill where I was due a small amount of $21.84. I was just notified that my request for that amount was denied. Wow! I am still in shock over the lack of quality customer service and accountability at Tahoe Sands.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.