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at the Grand Residences by Marriott, Lake Tahoe
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Decent hotel, terrible customer service.
Sep 15th, 2020
Outside the Ritz-Carlton, it’s hard to find a quality ski resort during the off-season, but the Grans Residence had decent amenities, and the condition overall was positive. Outside of the incredible irresistible and poor customer service, this hotel was an almost gem, and I would typically recommend, or even plan a return trip. The customer service, especially from the Front Desk and Manager Nate, was wholly inept and woefully unacceptable. I get it, COVID-19 and all, but I requested accommodation for a late check-out over 24 hours before my designated check-out time. With enough status, this shouldn’t be an issue, even after I confirmed the room was not reserved the following night. After waiting 12 hours without hearing back from the front desk, I called again and was told the manager Nate would be in contact. Sometime later, Nate left a voicemail stating the next day to get at 9:00 AM, and he’d have a solution. 9:00 AM came, no solution, but Nate asked for another hour, and he’d text me with a strategy. 10:50 AM, still nothing, having to check out at 11:00 AM, I was finally able to access the Owner Lounge, which is even decorated from a previous wedding celebration. Don’t get me wrong, I was grateful for the resolution, but the entire experience was lacking. Communication, especially with customers who offer use and refer those to your properties, is essential. Nate and the whole front desk staff failed to provide this basic level of service and disrupted what could have been a glowing review. I’m incredibly disappointed and still waiting for a call from the general manager. This would typically be the end, but of course, we left an item behind in our hotel room. So, another voicemail to the security team. I can only imagine how this will end, but from experience, I can’t see it going well. TRIPADVISOR.COM USER
Lots of room but in the heart of busy town
Sep 7th, 2020
We thought this place might be a little slower then usual given “covid time” but nope- it was going off! Everyone and their mother was staying here and shopping around the hotel and eating out and cocktails were flowing. Who knew covid was not a worry around this place. Mi d you the whole staff and hotel was in direct covid effect with masks, sprays etc.the tourists seem to think this was a covid free vacation zone. Our two bedroom villa was so roomy we stayed in there and cooked meals, relaxed in between hikes and attempting to social distance adventure bug the darn people kept coming and coming it was crazy! We had a few lovely adventures until the fire smoke wiped the whole place out clean. That is one way to get the covid fun seekers to go away. The smoke was so bad we could not see across the street. The room had a. We air filter which I’m pretty sure the cleaning staff changes with each room clean. The cleaning supplies under the sink was so great to have. The place had laundry soap, plenty of garbage bags, paper towels, anything you might need to stay comfortably. We were there for a week and had a great visit. The staff was all so friendly and kind anywhere we went on the property. I wish the other guests were kind to the staff in return but you can’t fix rude... overall lovely hotel, it’s a bit loud and extremely busy all around the hotel but that’s because it’s popular. Definitely would stay here again. Great time. TRIPADVISOR.COM USER
Room are VERY LOUD -- LIVE MUSIC plays EVERY day for 7 hours right outside room
Aug 24th, 2020
I will not stay at this hotel again for several reasons. 1) Our room was 50 feet from a restaurant that played loud music EVERY day from 3-10pm. That is 7 hours a day of loud music we could clearly hear with all the windows closed and AC on. The hotel admits this is an ongoing issue for them. However they do not alert customers they they are getting a room that is right next to loud music for 7 hours every day. They claim they can't control the restaurants and "they need to sell the rooms". They clearly care more about revenue then their customer's experience at the hotel. We understood it was in Heavenly Village and there would be some street noise but this was excessive. 2) There was hair in both of the showers in the room. So the housekeeping is not very thorough. 3) You can only valet your car which during COVID is not safe. The valet attendants don't use gloves. So they go from car to car touching everyone's steering wheel. They say they sanitize your car but there was no evidence of that. I think this is not very sanitary during COVID. 4) The hotel limits how many people can be at the pool. Every time we wanted to use it it was full and we had to go on a waitlist. We never ended up being able to use it. 5) Many reviews on trip advisor talk about how the hotel has passes for a beach. They don't anymore. So there is no beach access from this hotel. That local beach charges $25 per adult and $15 per child to use the beach. Several other hotels in the area do offer free passes -- not the Marriott. Definitely would not have stayed here had I known these things. TRIPADVISOR.COM USER
Quick 4 day visit
Aug 21st, 2020
Stayed here Aug 14-17. Location is perfect. Staff is are great. I felt pretty safe to have my kids in the pool; I observed them sanitize after every guest leaving. Had to pay $29 for valet parking. We’re going back in September and booked through Heavenly Village Condos and parking is included. So book through that instead of Marriott to save. TRIPADVISOR.COM USER
Spent 10 days & just returned
Aug 18th, 2020
Had stayed here several times in past & sorry to say will not be returning after this stay due to couple major issues. We got a "double-room" which was nice & quite spacious. We'd requested a pool view room, but these were on highway side ["main'drag"] and quite noisy due to road noise outside casinos. During Summer there is non-stop bumper to bumper traffic well into the evening & with older single paned windows we found ourselves turning up the TV to louder levels of volume just to hear programs. The cleaning of room wasn't top shelf as first thing opening drawers we found former guests childrens clothes and underpants/socks. Kitchen faucet was broken & spray mode only with refrigerator light indicating water filter needed changing. Opened window one evening and frame fell apart with multiple pieces falling off window. A major issue is the valet service as you turn up the street to enter into the small turn-around. 2nd day at hotel we arrive back from beach at 4 PM to encounter a long line of vehicles going up street waiting to get into entrance area. There is also a left turn lane with cars waiting which resulted in approx. a 25-minute wait simply to leave our car in valet & this happened multiple times. Last day there we waited patiently for 15 minutes in left turn lane & finally our turn to enter [Hooray!] Oops an impatient guest in Blue Ford truck zoomed in front of us & everyone else and blocked oncoming traffic for approx. 10 minutes in order to cut into line. My yelling out car window had no effect as they simply rolled their windows up - but fortunately we got in soon after & my wife & I told them what inconsiderate jerks they were to everyone else waiting their turn [this is the fault of the valet service here]. No enforcement of any rules in pool area or masks. Some people chose simply not to wear masks and hotel employees were reticent to say anything. 2 days in row at pool a group of young girls decided to play "Marco Polo" just in front of where we were relaxing & napping - parents oblivious or just didn't care about girls screaming "Marco" & "Polo" non-stop as if it were someone's backyard pool. TRIPADVISOR.COM USER
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