Hyatt Regency Lake Tahoe Resort, Spa and Casino — Hotel in Incline Village-Crystal Bay

Updating the review. I revisited the hotel last month and the admin fiasco I experienced last time was not there. Thus bringing it up to 4 stars. I am still leaving the previous review as a reference.

Previous review from Dec, 2022. 1 star rating =====

I have been going here 2~3 times a year for almost a decade (mostly for skiing given its proximity with the Diamond Peak ski resort). But recent experiences has been way below my expectations. While I can understand that they might be short staffed due to Covid situation, my recent visit was really disappointing and made be lower my 5 star rating to 1 star.

[Context] Hyatt has a program where a Globalist (their highest status tier) can book a room for their guest(s) and have them experience the Globalist status as well. This is called the "Guest of Honor". A friend of mine, booked a room for me as they know that I have been enjoying the stay at the Hyatt

When I arrived at the hotel with my family, around 4pm on Dec 19, 2022, there was nobody at the lobby to help us with the luggage or valet parking. (Note: free valet parking is supposed to be one of the perk of the "Guest of Honor"). I have been waiting for 10 minutes or so but realizing that there were two other cars that arrived before me and they were at a loss just like myself, I ended up asking my family to check in and bring all the luggages to the room, while I will self park the car. (Problem 1: Is the hotel really this short staffed???)

When I came to the room, my wife let me know that we were denied the "Guest of Honor" status. The receptionist told her that it was not in the system. No further explanations from the receptionist. (At this point, I am not calling this a "problem" as mistakes / errors can happen).

I ended up contacting the friend who made the reservation for us to double check. He forwarded me a confirmation email that says "Guest of Honor". I was tired of 4+ hrs of driving and 3+ hrs of skiing but went back to the reception desk to make sure that I get the status correct

The person at the reception told me the same spiel, i.e. the status is not in the system. Apparently, this person is who checked us in. I showed her the email and asked that this seems to be their problem that there is some discrepancy. She looked at the email and told me that she has to talk to her manager - which I was okay with. But then, without my consent, she took my phone with her and disappeared into a back room - which I didn't consent. This happened too fast and too spontaneously so that I didn't even had the chance to stop her and ask her to give me my phone back. (Problem 2: This is a major privacy / security breach - to take customers unlocked phone without their consent. It is enough time to install backdoor programs or steal private information from the phone)

Then the person came back and tells me that she spoke to the manager and there is nothing they can do. That I can speak to her manager if I wished to. Of course, I said, "yes, I'd like to speak to your manager"

Then the manager came out... I asked her why I am not getting the status despite the email says so. She explained that there might be an issue with "World of Hyatt" as the hotel didn't receive any notice from them. (Problem 3: This conversation made me infer that there is the "World of Hyatt" and individual hotels. I might be wrong but they seem to be working as a partner rather than HQ / branch. But does a guest need to know? To be, World of Hyatt or Hyatt hotel is one entity)

The manager without further question to me tells me that she will have to call the World of Hyatt. I said, please go ahead. Then she places a call to the World of Hyatt and explains the situation and finally gets confirmation that I have the "Guest of Honor" status. (Problem 4: Why did the manager say "no" when she was in the back office but places a call right away once I asked to talk to the manager?) (Problem 5: It took me and my family some time to get the issue addressed and ruined my mood. Was this really my problem...

Best Lake Tahoe Experience Ever — Truly Unforgettable

I just got back from my stay at the Hyatt Regency Lake Tahoe Resort, Spa and Casino, and I honestly can’t stop thinking about it. This trip was everything I needed and more. From the second I walked in, I felt completely at ease. The staff greeted us so warmly, and there was this genuine energy that made me feel right at home.

We were given a beautiful patio room right next to the pool, which was perfect — I could literally step outside and feel that fresh mountain air first thing in the morning. We also got daily breakfast vouchers, a 50% discount on parking, and even a voucher for a free item at the hotel store. The surprise room upgrade was such a thoughtful touch and made us feel extra special.

I want to give a huge thank you to Yavor at the front desk. He was so friendly and patient, and you could tell he genuinely cared about making our stay great. Every time we passed by, he asked how our day was going and if we needed anything. It’s rare to see that level of personal attention these days.

And Sofia Sloane, the Guest Experience Supervisor, truly went above and beyond. She gave us a beautiful handwritten card and the vouchers and checked in on us several times during our stay. It really felt like she was taking care of us personally. Her kindness and warmth left such an impression on us.

One of the unexpected highlights of our stay was visiting the local beaches. We had access to Incline Beach and Burnt Cedar Beach, and we used the hotel’s convenient shuttle to get there. Incline Beach had this fun, laid-back vibe with a nice little bar area where we could grab a drink and just soak in the sun. Burnt Cedar Beach had a stunning large pool and a smaller one for kids — plus clean showers, restrooms, and a little cafeteria with surprisingly good food.

We also took full advantage of the free kayaks and paddle boards every single day. Being out on the crystal-clear lake with the mountains in the background was pure magic. It felt like we were in a postcard — I can’t even describe how peaceful it was.

The entire property is surrounded by breathtaking scenery. Just waking up and seeing those lake views and the forested hills was enough to make me feel recharged. Our room was spotless, super comfortable, and had so many little details that made it feel warm and inviting — like soft lighting, cozy bedding, and those perfect robes you never want to take off.

I genuinely can’t recommend this resort enough. If you’re looking for a place to truly unwind, reconnect with nature, and feel pampered at the same time, this is it. We left already talking about when we can come back.

A huge thank you again to Yavor and Sofia — you two made our stay absolutely unforgettable. We’ll be smiling about this trip for...

We booked two rooms at the Hyatt Regency Lake. Tahoe for our family and stayed over the 9/14/2024 weekend. The rooms were clean and the front desk agent and valet were friendly.

However the Lone Eagle Grill was a huge disappointment. The hostess, Rachel, was seating walk in guests before us when we had an actual reservation. This is a huge no-no especially in the fine dining hospitality industry. We told her we are celebrating are son’s 23rd birthday and we were in a hurry to be seated and served since he had a flight to catch afterwards. We were disappointed in her response that she could not guarantee that the service would be prompt. Furthermore, she treated my eldest 26 year old daughter with disrespect by telling her at check in that this was a $70 per person three course brunch and whether she was sure if that would be okay. That felt like an insult because why would I reserve a table for six for my family ahead of time if I wasn’t okay with paying this? We were totally disgusted by such treatment and poor attitude by the hostess that my son on longer wanted to celebrate his birthday at the restaurant so we cancelled and left.

Later I called the restaurant and asked to speak to the manager on duty and Rachel answered the phone but place me on hold with no response. I hung up and called again and got the assistant manager on duty, Alfredo? It was hard to understand him but he apologized for her behavior and agreed she needed to be trained. I told him I would be contacting the hotel and possibly writing a critical review of their restaurant. At $70 per person for brunch you would expect attentive service.

There were other resorts we could have stayed at. We like staying at the Ritz Carlton Lake Tahoe but the Hyatt was closer to an event we were attending in the Reno area. We picked Hyatt because we were expecting five star service for over $600 per night per room but this stay fell short due to our experience at Lone Eagle Grill.

The hostess had a poor attitude and she certainly did not appear to want to be there at work. You need to hire staff who want to cheerfully greet customers and provide them an excellent dining experience.

When we filed a complaint and survey internally with the hotel, a manager by the name of Nikki St. Laurent tried to reach out on 9/27/2024 regarding our visit to Lone Eagle Grille. We had a family tragedy come up and could not touch base with her right away. But later when we tried to reach out to her on October 17th, 2024, she never responded back even when we told her that we had a death...