Marriott's Timber Lodge, South Lake Tahoe CA

We're owners so obviously we love it here. However, I'm concerned about the number of visitors not wearing masks, even inside the property.

My family and I just love staying here. Shopping, Dining, Skiing in winter and great in the summer

I stayed at this hotel on 11/20/20-11/22/20 and made an additional booking for 11/23/20. While I enjoyed what the property had to offer and the rooms were very nice, the service at the front desk was terrible. Upon arrival, I was not greeted from the Front Desk Associate, Nancy Gusman. She then proceeded to rudely ask for my ID and card. She spoke down to my partner and I when asked if we wanted to add their name onto the reservation and did not tell us about the amenities the property had to offer. In addition, I had called early in the day to ask the front desk if it was ok to give the Marriott Explore Form via email once I arrived since I was traveling from far and forgot my printed copy at home which they confirmed was ok and that they could even print me a copy. Nancy was irritable when my email with the form attached did not send in less than 30 seconds. Now I get it, working the front desk during the busy ski season can be exhausting; I've worked at a Marriott property across from Levi's Stadium during football season and it's frustrating. However, as a former Guest Service Associate at a Marriott property and having family who also work for Marriott, I don't expect to always be greeted cheerfully, but I expect to be treated with respect and at least feel welcome especially when I have Bonvoy status which also was not acknowledged at check-in.

On the last night of my first reservation, I called the front desk to see if I booked another night if we could stay in the same room. I was told by the night audit, that it should be ok. In the morning, when I went to the front desk to check-out and check-in as instructed by the night audit, I was told that I would need to change rooms. I was met with a rude response from Nancy who happened to be working that morning (11/22/20) also. Like I mentioned before, I'm very familiar with working front desk at Marriott properties, I know that this possibly could have easily been changed by pre-blocking the expected guest into another room of the same type. When I asked if that was an option and explained how it would be easier on housekeeping since they wouldn't need to clean our room, my request was shot down immediately and we were inconvenienced into moving out of the room for a few hours until another one would be ready. Of course, I understand that this property has owners so I gave the possibility that the owner of the room we stayed at during the first reservation was arriving the benefit of the doubt. However, I cannot excuse the behavior of the Front Desk Associate, Nancy. I'm very disappointed that this is how guests are treated at this property by her. I'm sure she is a very knowledgable person and does not always treat guests like trash, but as someone who took pride in working for Marriott during my college days, I expected more from her and honestly from any front desk associate/agent at any Marriott property I stay at.

Fraud and deception! I decided to book this room because I wanted a "fireplace. " The room has an electrical thing that is NOT a fireplace! (See photos.) I want a $50 per night refund, or move me to a room without a "fireplace" at the current rate, which is $50 less per night.

Joe Wagstaff at the front desk refused my request stating that since they did not advertise the room as having a "wood burning fireplace" that my complaint had no merit.

Marriot could easily resolve this issue by using the term "faux fireplace. "

The hotel was otherwise great, however I feel that this level of unabashed and unrepentant dishonesty at a corporate level deserves a one star rating.

We've stayed at this hotel at least 2 dozen times through the years. It has gone downhill slowly over the past few stays, but this past weekend was more significant. The 2 bedroom unit we stayed in was not clean. On Saturday night and Sunday morning, we needed to reach the front desk to inquire about why the wifi never worked. In addition, we had other questions. The phone went to a fast busy and there was no way during this timeframe to reach the front desk from the phone in your room. Several shelves in the refrigerator broke during the stay. The door shelf completely fell off smashing a bottle onto the floor. We did an initial clean up, but needed housekeeping to come with a vaccuum and mop to ensure that all glass was removed. Unfortunately, they came and did a very brief, inadequate clean up and several pieces of glass were left. This lead to 2 cuts and unfortunately, unless it is thoroughly cleaned, the next person staying may be at risk. Another shelf in the refrigerator broke during the stay, but we were able to catch the items before they fell. It's really important that you arrive early so that you can book time at the pool due to reduced capacity. If you have a large group or want to entertain in the units, they are spacious and have all the major amenities. If you've stayed in the past, do not expect any of the hot drinks in the lobby, activities etc.due to covid.

Great service and amazing rooms. The hotel is located in the middle of many other restaurants and stores.