Club Tahoe Resort — Hotel in Incline Village-Crystal Bay

We booked our reservation through Priceline, which stated clearly that children aged 17 and under could stay free when beds were available. There was no mention of any occupancy restriction or six-person maximum on the listing. Based on that information, we reserved a unit for our family of seven—two adults and five children, four of whom are minors under 17. We selected Club Tahoe specifically because we believed our family would be welcomed under the terms outlined on the booking site. Upon check-in, the front desk employee, Brandon Musante, handed me a form to sign. He did not explain what it was or mention any occupancy limit. We later learned that the form was a Master Building Agreement (MBA), but at the time, there was no clarification or discussion. Later that evening, our daughters went to the front desk to ask for additional shampoo and conditioner. Brandon asked how many people were in our unit, and when they answered honestly, he told one of our minor daughters that we might be kicked out of the hotel. He did not come to speak with me or my husband, nor did he ask for clarification before making such a threat. This caused significant emotional stress for our children and left our entire family feeling unsettled. My husband, in particular, could not sleep that night and managed only three hours of rest due to anxiety about the situation. The next day, we brought the issue to the attention of the resort manager, Kathy Winter. She was kind, listened to our concerns, and apologized for what had happened. She stated clearly—in front of our children—that we would receive a refund for one night of our stay due to the distress caused by the hotel’s mishandling. She also said that Brandon would write an apology letter to our children for his conduct. Based on her sincerity and the respect we wanted to show to her as a manager and elder, we decided to wait patiently and not escalate the situation. Despite her assurances, the refund has still not been issued. For nearly two months, we have made repeated attempts to follow up, only to be told that Kathy was unavailable, out of the office, or would return our call. When we finally reached her again, we suggested that the refund be processed through Priceline. She agreed, claiming that it would be an easier method for her, but Priceline later informed us that the hotel had declined the refund request. When we asked Kathy about this, she told us she never received any confirmation letter to begin with, and therefore hadn’t sent a denial letter either. Priceline then contacted her again by phone, during which she gave them her email address and was told they were simply waiting on her approval response. That response never came. This makes it difficult not to conclude that the manager never intended to process the refund in the first place. What makes this all even more frustrating is how creepy the situation feels. Kathy looked us in the eye and spoke warmly—she promised the refund in front of children—but then disappeared for two months, avoiding us entirely. Her behavior feels manipulative and calculated. It’s disturbing that someone in her position would so easily lie to a family and especially to children. To make matters worse, Club Tahoe lacks transparency and isn’t even registered with the Better Business Bureau (BBB), making it hard to verify its reputation or file complaints. Staff seem friendly in person, but once you check out, communication stops and promises go unfulfilled. If you need a refund or help, resolve it before leaving—don’t expect follow-up later. We waited patiently, out of respect, and because we believed she would do the right thing. But it’s now clear she had no intention of following through. Our trust was taken advantage of, and we were misled repeatedly. Do not trust what the general manager at Club Tahoe promises she’ll do. If it’s not done in the moment, it likely won’t be done at all. I urge future guests to be cautious and to get everything in writing immediately, because promises made later are apparently meaningless at...

Ruined Family Vacation Because of Extremely Poor Communication & Unprofessional Service of Club Tahoe Resort, Stay away!

I booked this property through Booking.com and deeply regret the decision. Here’s why: No Check-in Instructions, No Communication: I messaged the resort via the app before arrival and received no response. I arrived at 9:40 PM, and there was no signage or clear check-in process. The only note on the office door mentioned “after-hour check-in” after 10 PM — but no one was there, and no one answered the phone. Fortunately, I happened to run into a bartender at the bar who helped me get my room key. Without that, we would’ve been locked out. Unacceptable Phone Support – or Lack Thereof: I had to call them many times (see screenshot) — either because no one answered or because they failed to follow through on their promises. Even during regular business hours, the phone line was routed to an answering service that couldn’t actually resolve anything. Late at night, even the answering service stops. This is not acceptable for any functioning hospitality business. Broken TV, No Follow-up, and Excuses: For the entire stay, the TV never worked, and different phone staff were giving me different instructions. I eventually reported it and was told someone would come “early the next morning to fix it.” No one showed. When I followed up again in the afternoon (after more calls), I was told someone had come and knocked, but we “didn’t answer.” No call, no heads-up, no voicemail. U r supposed to wait in the unit and not miss a door knock. When I asked if someone could call before coming, I was told they “don’t do that.” When I explained I was frustrated (this was day 3), the woman on the phone became extremely rude, falsely claimed I was yelling when I was actually holding my tears in low voice because of a ruined family vacation that i felt responsible for and that i had called 5 times in one day alone for this single issue. And then she refused to send the maintenance staff and hung up on me! Lack of Basic Info and Over-the-Top Cleaning Demands: No WiFi instructions were provided. Cell signal is poor in the unit. Posted behind the door are instructions that we must take out all trash, phone staff said including bathroom trash, run the dishwasher, and clean the kitchen. Checkout is at 10 AM sharp. None of these expectations were disclosed before booking, and if you don't comply you face fees.

This property is poorly managed, completely unresponsive, and disrespectful toward guests. The lack of hospitality ruined our vacation. I strongly advise others to stay elsewhere.

Ps i see that under every negative review, owner replied "we sincerely apologize" -- I do not want it, because it doesn't do any good, it's not sincere, and nothing has changed - it is the same frustrating experience and same rude staff others have commented. I wish i had checked the reviews...

I stayed here for a week in December of 2016. Please note this complex does not offer any handicap accessible options, all units have stairs. Upon arrival in the evening, the reception staff were very friendly and we had no issues finding our house. Our house was a three story, with two bedrooms with a queen and a king size bed on the bottom, laundry room and two bathrooms. The second floor has the living room with a balcony, dining table, kitchen, and television. There are no bathrooms on this floor. The third floor ( A loft really) has 4 beds on it. There are a few steps leading up to the front door and then once on the landing you can go up about 10 steps to get to the 2nd floor or down about 10 steps to get to the first floor. The landing is isolated on its own level. This was important to us because we were traveling with our friend who was in a wheelchair, he has limited availability but crawled up the stairs without much issue. The house was very nice, we were very pleased. Many of the fixtures in the house are outdated, seemingly from the 80s, (it had a trash compactor) but this doesn't bother us much.

There is not a daily cleaning service, they clean when you leave. You are required to clean up after yourself which is understandable. They do the deep cleaning but we needed to do the dishes etc...

Upon departure we left a valuable blanket behind and the cleaning staff found it and sent it to us.

The exercise room is a joke, as someone who enjoys working out daily, I was unable to use the workout room. The very few machines they had were very outdated and did not work properly. They had some weight machines but They were missing parts or not functioning properly. They do have a racquetball court which I did not use, and they also have a tennis court but it was winter.

I would definitely recommend this place to people traveling and I...