The Coachman — Hotel in South Lake Tahoe

While the hotel itself was beautiful, clean, and staff seemed very nice and helpful, this experience truly turned into a nightmare. My husband and I watch our bank account very closely and were monitoring all holds that were being put on our account by the hotel. Everything made sense up until 24 hours after we left. All of a sudden our bank card was being declined and upon further inspection, the hotel was attempting up change us for an even FIVE HUNDRED DOLLARS MORE than our total invoice was. Immediately we contacted the hotel to find out why the charges were do high. We left our room clean, all dirty towels in one spot on the floor in the bathroom, and absolutely no damage anywhere in the room. We also checked out of our room an hour and a half before the time we had to be out by. The hotel staff member that we ended up on the phone with is the same staff member that checked us into our room and helped check us out. She assured us that this had to have been a bank error as they initially declined our card. She also informed us that at this time we supposedly still owed the hotel 230$ more because of the bank supposedly declining our card. Still hesitant and having many questions on the matter given her response and the fact that there was now a hotel charge on our account for almost $1,200, we had to wait to contact our bank as she advised us to because it was 8 PM at this time and they were closed. We contacted our bank first thing the next morning to find out what their notes were for the transaction. They informed us that they did not decline any of the hotels charges and the hotel in fact kept charging various amounts to our account, even after we left. We were never contacted about an outstanding invoice, our card supposedly being declined, or for authorization to continue charging a card that was no longer physically with them. Later that morning the hotel staff tried running even more on our card and upping the charge to $1,361! For a $699 invoice! We had to escalate our issue to claims and the fraud department and have my bank card canceled to ensure that the hotel staff could no longer try to charge our account and would only have access to the amount on the invoice.

My husband and I were initially so pleased with our entire experience at The Coachman until the staff attempted to fraudulently charge our bank account $700 more than our invoice. There was absolutely no accountability for the errors on the hotel side, instead the staff tried to pin it on our bank. At this point we will absolutely be sharing this incredibly aggravating, untrustworthy, and awful situation and will not longer stay at or recommend anyone to stay at this establishment. What was supposed to be a nice and relaxing weekend for my husband and I, whom are generally very low maintenence and low key people, without our children turned into a hotel trying to gouge us and trying to take money from our family with no just cause. I truly hope that this doesn't happen to anyone else, as it is completely unacceptable. The staff should be absolutely ashamed. The still have not attempted to contact us to correct...

I really am hoping someone who owns the Coachman reads this because our family has loved the Coachman since we found out about it in 2019. We have celebrated birthdays, anniversaries, and everything in between. We have always had a fantastic time and service until recently. In September, my husband and I stayed for our anniversary and had a variety of issues, including a missing smoke detector. Management offered little resolution except to explain that they were renovating. We chalked it up to a one off. This weekend, I took my daughters, sister in law, and niece up there for a girls weekend. Prior to our stay, I contacted the hotel 4 times to request a room in the main hotel, as we had small children with us. Nobody ever returned my call. When we arrived we had to wait an extra hour to check in and once we finally got our room, we realized we were shoved in a back corner of their newest building (which I will add should not be rented out to guests yet) while heavy construction went on. We felt a bit unsafe as the workers watched us unload our car, but the icing on the cake was thar our door did not lock. I went immediately to the front desk and was met with 2 incredibly flippant and hostile workers. She told me she called the manager, and then essentially tried to shame me saying I didn’t want a resolution and they were sold out. When I again asked for the manager, she yelled at me from across the bar that they were doing everything they could, when in fact they had done nothing. They also went off into the corner and spoke about me and the other guest who was waiting in the lobby in a derogatory way. I will also add, the gentleman waiting for the manager was also calm and kind. Nobody raised their voices or was rude, yet we were both met with hostility. Once the other guest came to complain again, the front desk attendant finally contacted the manager. She was lovely and helped us get into a different rooms and comped out first night. I hope she stays as acting manager, because again she was wonderful. All this being said, it was a stressful check in with small children in tow and we also missed our dinner reservation during the room shuffle.

Now onto the hotel, which is now quite run down compared to 2019. You can see touch up paint in the rooms that doesn’t match. You may or may not get towels when your room is cleaned. There was left over food in the fridge and freezer. The mattresses are broken down and uncomfortable and the comforters are threadbare. There is some of the original staff up there, but the newer hires truly shouldn’t be interfacing with customers. This place was truly magical for me and my family, and I think they have tried to grow too fast and have cut corners in a major way, almost to the point that the hotel feels unsafe. I hope new management can turn it around, but as of now I will not be returning. It truly makes...

An utterly miserable experience from a staff that just doesn't care. |After dragging our luggage up two flights of stairs (no elevator) we arrived at our room. No closets, no phone, no safe. I then discovered that the light for the shower/toilet area was out. I wondered how housekeeping cleaned the shower in complete darkness. I made my way to reception, which was down two flights and across the street. Once a new bulb was installed, I knew the answer: they didn't clean it. The shower was filled with mold.|The next day I turned on the water and got into the shower. There were dispensers on the wall for body wash and shampoo. Both were empty. The motel's AI Virtual Assistant sent me a text to ask if we were having a wonderful time. I responded that we needed soap and shampoo in the shower. It responded that I should email the front desk. I did so. I am still waiting for a response. We stayed at the hotel for four days, all without soap or shampoo, despite multiple requests. All without any response from the front desk.|We were out and about most of day two. When we returned late in the afternoon we were disappointed to see that the room had not been made up. We went out to dinner and when we returned, housekeeping had been in to turn on the tv. But that is all they did! The dirty trash was still there, as was the unmade bed and the used towels.|The next day we were woken at the crack of dawn by a dog barking incessantly from the adjoining room. |During the four days of our stay, our room but made up once (although without any shampoo or soap).|My wife and I have mobility issues and use handicap parking. However, there are insufficient parking spaces to accommodate the guests and no street parking. Every day, guests were forced to use every parking space plus any other available spaces, even those not designated for parking. This caused the handicap space to be blocked most days.|If you are looking for an upscale experience, this is not the place. They have taken a mid-century low-end motel, slapped some paint on it like lipstick on a pig, and turned it over to a staff of college students on summer break to run it, apparently without supervision. This was the worst value hotel we have stayed in for decades.|I anticipate that the motel's social media guru will respond online with an apology and a promise to bring this to the attention of the staff. Don't hold your breath. Many of these same problems appear in comments by other guests on other sites. Nothing has changed. This management has...