Hotel Elevation — Hotel in South Lake Tahoe

Experience unfortunately was not great. Made online reservations in advance through a 3rd party site (Agoda) and paid online. Upon arrival the check-in office was closed, understandably around 1:30a.m. With two different phone numbers to call written on a piece of paper taped to the door.

This first number was for the hotel, which did not even have a voice-mail setup. The second number said to call if no one was at the office. Called that number & left a voice mail. Received a call back about 10mins later, seemed to be the management company, telling me to ring the door bell and call the number on the door for the hotel, since the apartment manager was probably sleeping at that hour.

I did as instructed, ringing the doorbell patiently at first & calling the number. Eventually the speaker from the doorbell answered saying that the apartment manager is probably sleeping, and to go to the room right next to the office, and knock on the door. I did just that, the apartment manager understandably woke up a needed a minute. He unlocked the front office and searched for my online reservation. Then told me that there was nothing in their system. I should him multiple emails that showed I had the room reserved and paid. Because it was late, and he couldn't find anything I asked if I pay for the room now, if I can get a refund. He said yes. So I paid $310 for 3 nights, (already having paid $345 through the 3rd party).

The next day (Saturday), the front office was literally closed all day. A younger woman came out of the room next to the front office saying to other customers that check-in wasn't until 4pm. As I was on the phone with the hotel, I wasn't able to ask her about the refund before she went back in her room.

Finally getting a hold of multiple customer service reps through different phone calls and being on hold. We got a run a round of why the hotel had to charge us, saying the 3rd party booking sites don't always pay the hotel right away, therefore having to charge the customer for the room they already booked. They also said they weren't going to give us a full refund, because of a "daily cleaning fee" - which they never came and cleaned the room. They issued a refund of $276 of the $310 we had to pay...

On Sunday, the two apartment managers that appeared to be a young couple were packing up the room into a U-Haul, and the front office was finally opened with a person behind the desk. Unfortunately we never dealt with the new workers to know if the experience was better, however. Will not be...

Got into a car accident on the way to tahoe, called the hotel and was told theres a 48 hr cancellation and still have to charge me. 3 different agents from expedia reached out to management and asked for a full refund due to me being unable to go from the car accident all 3x they declined. Not only did they refuse to refund me with me willing to provide a police report they charged me for the whole weekend because i was a "no show" yet i called right after the accident to cancel. The manager jansen/johnson told me he has no notes stating i cancelled yet i have the call log to the hotel and told the representative at expedia i called and cancelled my reservation. I called the hotel directly for a second time and spoke to the manager jansen or johnson. After asking again why they were not willing to work with me considering i was in a car crash his response verbatim "if you missed a flight, does the airline refund you for your flight" i told him its not like i just didnt show up, i have a valid reason, communicated and offered proof and if i missed my flight due to a valid reason i would be accommodated. I asked to speak to someone higher up and he told me i can email the manager (him and one other person) the request would be reviewed by the managers and i would get an email response with the decision of a refund. I asked him what is the point of sending that email if he is the one to review it and after 4 calls all from different people regarding this one incident has been denied by him wouldnt it be a waste of time? His response "Like i said you can send an email and we will see" I called 6 surrounding hotels (best western, beach retreat & lodge, hotel becket at tahoe hotel azure at tahoe, holiday inn, tahoe seasons) asking them if their guest was in the same predicament how would they handle this situation and each and every one said they would and have before given full refunds to their guest regardless of their policy as life is unexpected. Each one of those hotel managers willingly sent emails to me confirming that they were/are willing to work with their paying guest. This review wont put this place out but i would never recommend due to this incident and after talking to all the surrounding hotels how many complaints they have recieved from guests leaving elavation for their lack of cleanliness and essentials such as heating. To have to fight this hard, after being in an accident for the price of a 2 night stay shows the owners and management could careless about their guests or...

We booked two nights at Hotel Elevation in South Lake Tahoe, California. We arrived at the hotel and checked into the room. It was below freezing at the location. We quickly found out the heater didn't work and there was not hot water. I went to the manager and asked what our options were. She came to the room and validated that it was cold. She offered us another room. The manager and I checked it first and it too did not have a working heater and the water was not hot for a shower. The manager confirmed this and said it was not normal. She said she didn't know what to tell me and those were our only two options. Not even a space heater was offered. There were no other hotels for the night so we stayed in the original room. We tried to sleep with our stocking caps and winter coats. We almost froze. It was very uncomfortable so we ended up sleeping in our car.

The following morning we asked for other options and the manager said there were none, not even a partial refund for the night we were not going to use. She informed me that 3 other rooms had broken heaters too and she had complaints from other patrons that night. We informed her that we wanted a refund and that we would not be staying for the additional night. She said we must take that up with Agoda, the booking agent. We are requesting a full refund as the owners were threatening and intimidating when asking about our options, The manager told me that while the owner told her what to tell me (take it up with Agoda) that the owner also said that if I didn't like that option to call the police. This is what she said to me while we were trying to figure what to do. We left immediately as that was completely uncalled for and insulting. We did not use the accommodation, and tthe accommodations were not safe to inhabit or sell to the public (no heat in freezing temperatures).

We took our complaint to Agoda and for two weeks Agoda said they were repeatedly reaching out to the hotel with no response. They finally sent an email saying we need to now take up the issue with the hotel. Outragous.

I am just looking for resolution to a very...