The Village at Palisades Tahoe Hotel — Hotel in Tahoe City

TOP ISSUES:

Cancellation of an existing reservation without even informing me (the client)! Zero help and left us outside when all Tahoe hotels were booked up for the labor weekend ! 100% inaccessible & never retuned our calls Didn’t honor the reservations we booked in advance, DESPITE DOUBLE CONFIRMATION False Advertising and misleading feedback Unauthorized use of a credit card on hold even after cancelling the transaction. Stated that the transaction was cancelled and refunded then charged us for it anyway and never honored the reservation! I gave him 5 chances es and 10 days trying to resolve this issue ( back and forth ) and Mr. Gabriel Perez DECLINED ALL REQUESTS FOR RESOLUTION

NONE OF THIS HOTEL MANAGERS BOTHERED TO RESPOND TO ME SINCE!!!

Details regarding these misleading allegations and terrible customer service;

No sir, there was zero indication that it was a “duplicate reservation” give me a break! Each reservation we booked on your website on August 27th , has a different name and number, you are really bad even when you mislead, or you are so carless, and you didn’t bother to read them. I even called Gina Montgomery 3 days prior to the arrival of our tour guide with his VIP customers, and she confirmed both reservations!

No, you didn’t do anything at all, you were 100% unreachable and you knew what you did to us prior to our arrival since you never even reached d out to us!

No, you didn’t upgrade anything sir ; you were left with one single room, if you had another one, you have honored the reservation you had confirmed days before, but you were overbooked which shows poor management and horrible customer service.

You are a terrible liar with all due respect, I even called Gina Montgomery 3 days prior to the arrival of our tour guide with his VIP customers, and she confirmed both reservations! Both were 2 separate bookings with different names leaving no room for confusion !!! What a humiliation we had to go throw at the front desk! Why no manger was on duty! You threw us and our customers under the bus and you knew exactly what you were doing!!! What a tremendous stress we had to go through, and this was priceless what a stressful situation!!!

We have 20 years of solid reputation; we never expected this poor service from such a good establishment like yours! But I will not stop here since you carelessly denied all your wrongdoing!

How on earth any hotel would cancel a SOLID CONFIRMED reservation without even informing the client ? Not only you didn’t cancel it, you lied about it, but you never really cancelled it as you stated above which proves that you knew very well that it was NOT a duplicate reservation because you have charged me for both reservations ALREADY! How can you even access a reservation and a credit card you have already refunded? THIS IS ILLEGAL!

When you state that you have cancelled this reservation and refunded it , you honor that, you are liable for your actions! If you had voided the transaction on the 27th of august as you say, it would have been already voided, but you contradict yourself again and state that on September 2, you had access to this same reservation and allowed yours self to use it again to cover other unauthorized charges. First of all, when you void or cancel a transaction, you no longer have access to it, this is against credit cards policy and PCI c. Which one of your misleading version...

The village at Squaw Valley was fantastic. My visit was a weekday getaway with my girl during the Summer months. This was not my first time visiting the village, but it was my first time spending the night. The room we had overlooked the main part of the village from a balcony and a bedroom window. To the left a busy pizza joint and to the right an Irish themed pub. The room was very nice, well furnished, well decorated, had a pleasant design and was clean.

I had eaten and drinken at both of these restaurants my room overlooked before and had a great experience all those other times. The pizza place made great pizza with a few specialty pizzas I had never had before that were delicious. The "pub" I had eaten corned beef sliders at and they blew my mind, as they were super good. This time we ate at the pub again. I was excited to order those sliders. My girlfriend ordered the fish and chips. The pub was supposedly short staffed, but the place was pretty much empty. The bartender whom may have possibly been the manager as well, was really nice. The two waitresses though were absolutely terrible. In pretty much every way. The food also left a lot to be desired and came at a premium price. The place doesn't feel like an Irish Pub at all, but it is still a nice joint and offers like a thousand different whiskeys.

The pub is the reason that I didn't rate the village 5 stars, but with some new staff, it could be all that.

The village feels bigger than it is and I noticed a lot of people were lost. It can be a bit confusing for sure. It does put off a sort of fakeness to the little area, similar to how a theme park makes you feel. It comes with everything you need including a gift shop and a small convenience store that really feels like it doesn't belong there as it is not very nice and the guy working there was weird. To our disappointment there was also a massage/spa place that was unfortunately closed down and we weren't able to take advantage of. The village also includes a Mexican restaurant I have not tried. A Starbucks that was also closed on the day we went there and another coffee place that also serves expensive small breakfasts and beer.

We really did enjoy our time here though, including the hot tub that my girlfriend complained was not hot enough. Our room was fantastic in pretty much every way. We plan on going back next Summer as well. It's a great place to spend some time and use as a base camp to explore other areas of Tahoe. The hotel staff, especially at the front desk was top notch. Very happy with...

The hotel is run down and dated. I would have been willing to ignore the deficiencies, however, if I hadn’t had such a negative interaction with the hotel front desk staff, specifically a man named Gabriel who was patronizing and condescending. I travel often and have never been treated more rudely at a hotel than I have by him. I was traveling for a work conference and there was confusion because my room had been booked under two reservations. When I checked in, I asked that they combine the reservations so I wouldn’t have to check out and then check back in and the (nice, friendly) person who checked me in told me it was taken care of. I was taking a nap mid-morning the following day during a break in the conference (adjusting to the time zone after an international trip) when he woke me up and told me I had made a mistake with my reservation and that I was in an upgraded room I hadn’t booked. I explained the above and he said they could do me a favor and not make me change rooms but that my husband had to come to front to fill out new paperwork before 1pm because they were changing the key codes. I explained that I didn’t request an upgrade but I did confirm when I checked in that I wouldn’t have to change rooms. He rattled off the features my upgraded room has that the room I supposedly booked does not — I told him that it was more important to me not to have interruptions which is why I confirmed at check in that the reservations were combined. He then asked to speak with my husband since I “didn’t know the situation.” He declined my request to speak with his boss. While what the hotel was offering was fine, the tone in which Gabriel used with me — implying I had done something wrong, was getting something from them for free, that I needed my husband to handle the reservation for me, that my husband needed to rearrange his schedule to go to the front desk etc, etc was outrageous. This was after we’d requested to change a five day reservation to three days prior to check-in and were denied a refund because we were outside their cancellation window (fair according to policy, but usually there’s some flexibility at established hotels, and combined with my experience with Gabriel is a good snapshot of their approach to customer disservice). I did not want to continue any part of my stay at the hotel after that interaction but couldn’t get any part of my money back. 10/10 do not recommend. It’s a serviceable place to stay while skiing but if you find yourself needing assistance from the front desk...