Lake Tahoe Vacation Resort Customer Comments
Our team here at Mercantile Claims are always on hand to help you with any issues, concerns or questions you have regarding your timeshare contract. Below we have listed the most common questions we receive on a regular basis. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
Listed check-in is at 4pm.
By 4:30pm, still no room… finally at 5pm room ready… no apology or anything to offset bad initial experience
VIP check-in told us he waived the daily resort fees (cool!)
Upon checkout, discovered fees were still charged.
Spoke to Jesse (Concierge Supervisor?).. he said nothing he can do. STUPID! Just fix the problem, and offer immediate goodwill instead of doing nothing and prolonging ill will.
After many days of phone calls with resort and with Diamond HQ, still no one will take responsibility to fix this issue.
Not even an issue of the $ (negligible)… it’s the principle of the matter.
If I am told one thing, I expect them to follow-through and honor
Nightmare for elderly..or those used to professional and courteous treatment by staff.
Out of hundreds, there are ONLY 5 units with a view of Lake Tahoe in this complex on the Lake, and since this is just a front for a high pressure, timeshare, racket, those view units are already taken.
It is a maze of unequalled proportions You must use a card to go in and out of the parking lot after hoofing a quarter mile to your room after using the card again to get into the building, then again when you think you have found your room, you will open the door to see there is an A and B of your room number and must yet again use the entry card! 4 times to get in after the gauntlet of surviving the” B on wheels” at the front desk!
The customer service is deplorable. At age 63, and alone, I was handed a map by a young man, that directed me through this maze to the wrong room! After stumbling through the hallways, dragging my luggage behind me, with no signs and finally found the lobby. When voicing my displeasure at the front desk , Manager Nurse Ratchett AKA Teresa Collins argued that the fellow was a good employee etc. I said, he had only one job and failed.. He gave me room directions to room 112, but my room was 212.
When I asked what her name was she immediately yelled “SECURITY!!! Suffice to say, after being threatened, I left. .Went down the street to the Econo Lodge with friendly service and easy access!
I called the Resort manager to complain. After speaking with Andre (useless) he promised good customer service if I returned. I gave it a chance, .returned to join 22 relatives, husband, grown children and grandchildren, only to be met at the desk yet again by Nurse Ratchett . When I tried to explain the number of family members waiting for my arrival. She said “We don’t operate this way… SECURITY!!!. AGAIN!!! And with no apology as Andre had promised!
So if you don’t mind extremely threatening service, are young and don’t mind the rudeness, including an arduous work out with possible back injury, before you settle into your room, and don’t care about a decent view. By all means, go but don’t say I didn’t warn you.
Great expectations, terrible outcome
I reserved a night stay at the Lake Tahoe Vacation Resort over the Columbus day weekend. When I arrived I was told that they had overbooked and would have to send me to another hotel ( called the Tahoe Seasons Resort, a sister hotel). I was open to the idea, so I went. This place was old and definitely not equivalent to the Lake Tahoe Vacation Resort in terms of quality. The next day I went back to the Lake Tahoe Vacation resort asking for a partial refund. They said yes. In fact, they said I would receive a full refund. Did I ever receive that refund? No!!!! I have tried communicating with the resort. Each time I called the manager is unwilling to talk to me. I have only been able to leave voice mail messages. Avoidance is their tactic. DONT go to the Lake Tahoe Vacation Resort if you expect them to honour your reservations!!!!!!!!!!!!
Not Going Back to any Diamond Resorts -- EVER
My husband and checked in on September 19, 2014. The King Fire was actively burning about 40 miles away to the southwest. On the afternoon of September 20, the winds changed and the air became thick with smoke. There was an automatic message sent to all guests via phone to please keep all windows and outside doors closed. Apparently the decision was made from the corporate level that the resort should be “evacuated” of all guests beginning at 8:00 p.m. in the evening. Absolutely no one else in the town of Lake Tahoe evacuated. We were in our room by that time and did not receive any notification until 12:30 a.m. when someone from security began knocking loudly on our door, opened the door, flashed a flashlight in our faces and said that we needed to evacuate. I looked out the window expecting to see other people in the Lake Tahoe area evacuating. Not so. They were strolling back from the casinos and a few people were driving around. Nice and peaceful and the smoke was almost gone. Anyway, we went down to the lobby and were told that most of the guests had been evacuated down to Reno. Because we didn’t get the message in a timely manner, the hotel in Reno where they were sending people was out of rooms. So…now get this…we were evacuated in the middle of the night out of the Lake Tahoe Vacation Resort to another resort in Lake Tahoe 1.8 miles away. Does this make sense to anyone? The fire was 40 miles away, why couldn’t we go back to bed and leave in the morning but we were told we HAD to leave. After sleeping the remainder of the night in the second resort we again packed up our luggage and checked out. We were told that even though we checked in to the second resort at 2:00 a.m. and checked out at 8:30 a.m. that was considered the one night the good folks from Diamond Resorts were going to pay for. After checking out we went back to Lake Tahoe Vacation Resorts to see if there was any further news. We were told point blank that they didn’t know when they were going to reopen and if we wanted to stay in the Lake Tahoe area we needed to find our own accommodations. We gave up and decided to drive our 700 miles back home. I heard that the resort reopened on September 21st even though the fire 40 miles away was still burning and the smoke was still blowing. Nothing about this made any sense and after talking to a local resident, this is the 4th time this resort was evacuated for no good reason. Save your money, people, and go somewhere where people take care of their guests and not send them off of their property so you aren’t their responsibility.
Upon arrival, we were told that the computers were down and that we would have to “just go somewhere else for a few hours” after driving 6 hours to get there.. No apologies or courtesy. After waiting for an hour and a half we were finally given a room and a key only to find out that the parking lot was full and the parking pass they had just made us buy was completely useless. When we got to the room our door lock was broken and a mechanic had to come up and fix it. Our air conditioning and phone were both broken and we were woken up bright and early to construction noise. The front desk was so useless that they were even unable to simply issue a duplicate card to a room without changing all of the keys, so my family members keys all didn’t work anymore. We waited 30 minutes for a bellhop upon checkout and finally called down only to be told there were still people in line ahead of us. I am wholeheartedly disappointed with this hotel and their staff, it really put a damper on our vacation. Seriously, if you want a relaxing vacation where you can sleep past 8 am and have some of the simple amenities a hotel offers do NOT stay at the Tahoe Vacation Resort.
Horrible Experience, BUYER BEWARE!!
I stayed at the Lake Tahoe Vacation Resort from Dec 29th thru Jan 2nd and I had an absolutely horrible experience. Where to begin…..
So I checked in on the 29th and initially, they told me that the room was ready so they gave me a key. I went to the room only to discover that the room looked like there had been a huge party in it, it was a complete disaster. I called the front desk to see if they could get it cleaned before my family arrived. Their response was that they could not guarantee that it would be done any time soon, but that it would be done by the end of the day. I told them that it needed to be done right away, their response was that it wasn’t a very high priority and that there were other rooms that needed to be cleaned first. To there credit, I did check in before 4 pm, but they should have never given me the keys to a room in the condition that this room was in. The room finally got cleaned early that evening. The people cleaning weren’t even planning on change the sheets, I had to explain to them that someone else was staying in the room and I had to have clean sheets.
The next issue that I had was with regards to the valet. I left my brand new truck parked up front and left them the key. I told them that I did not want them driving my truck and that if they needed to move it, I would walk out and move it myself. I went out to get my truck later on that day, and I discover that they did, in fact, move my truck without my authorization. I later discover that my truck had a scratch on the door. The truck is brand new, purchased a few weeks before and was in perfect condition. i know without a doubt that they caused the scratch. They are denying responsibility and are refusing to do anything about it.
Overall, the staff was very rude. Every time I ask them for anything, whether it was help, getting a cab, getting the room cleaned, getting bags from my room it was NO, NO, NO. The funny part about this, is that in the sales brochure they mention how its the year of the YES. The owner of this company talks a big game, I can tell you first hand, they are no where near living up to their big promises.
The people from the sales office called us every day to try and get us to listen to their pitch to buy a timeshare. They even offered us free nights at the resort if we just attended. I didn’t want to be rude, but the truth is, I would never stay at the Tahoe Vacation Resort, even if it was free. I would not recommend this place to anyone, and I think buying a timeshare from them would be a horrible horrible idea and investment. BUYER BEWARE!!!
Bait & Switch - Avoid This Hotel At All Costs!!
We experienced bait and switch tactics employed by Lake Tahoe Vacation Resort that you did. DO NOT BOOK A STAY HERE!! Chances are you will arrive only to be told that you have to stay at a lesser property than what you paid for. I’m filing a complaint with Priceline and the Better Business Bureau of California.
We booked our reservations on Priceline well in advance of our arrival on July 17 only to learn that they had overbooked us. We had to be relocated to another hotel up the street – far off the lake. We paid to be next to the lake – but they knew before we arrived that there was no room. What’s the point of reservations? This is a classic bait and switch operation.
Lake Tahoe Vacation Resort was far below our expectations!
I will tell you what the timeshare salesman, and front desk girls won’t.
1. A studio equals a tiny hotel room with a queen size bed.
2. The is no room service.
3. There are people trying to re-sell these timeshares already.
4. The housekeeping schedule is 1 visit/ seven days. If you need clean towels more often- call the front desk and we then waited 2 hours for them.
5. Do not count on hot water for showers. It just doesn’t work sometimes
6. Valet s (3) will watched us carry, unload and load our belongings, as well as watched my wife struggle to open the door to the resort, while waiting for their tip.
7. Ambient temperature was unpleasantly hot.
8. On welcome cards they “whited out” the change in ownership. Very tacky.
9. The resort needs to train the 19-25 year olds they hired concerning customer service.
10. We were charged 10$/day for them to park our car in an almost empty parking lot. (We were there during the offseason)
It was an unfortunate experience for us. We still enjoyed the lake, but will not return here, nor recommend this resort to our friends.