Hyatt Vacation Club at Northstar Lodge — Hotel in Truckee

"I stayed at the Hyatt Northstar Tahoe during Thanksgiving and my boyfriend's birthday in 2023. Unfortunately, our experience was marred by a series of unfortunate events. I fell ill with food poisoning, and we had to change rooms. In the process, I left an envelope containing important documents, including my British nationality certificate, yoga certificate, and other professional certifications.

Despite our efforts to retrieve the documents, we were met with rudeness and unhelpfulness from the cleaning company staff. My boyfriend was directed to the cleaning company, where he was treated poorly by staff who only spoke Spanish. I tried to communicate with them in Spanish, but to no avail.

I spent over an hour on the phone, nervous and almost in tears, only to be given a phone number to call, which was never returned. We called the reception multiple times, but no one seemed to care.

I personally visited the cleaning company and spoke to a different employee who claimed to remember the incident. However, the manager made excuses and promised to investigate, but never followed up.

To add insult to injury, I left a personal rosary made of pearls in the second room, which was never returned or acknowledged by the hotel staff.

What's unfathomable to me is that a hotel of this caliber, charging upwards of $3000 per night, can get away with such poor management and treat its guests with rudeness. It's unacceptable that a hotel of this standard can be so negligent and unresponsive to its guests' concerns.

Overall, our experience at the Hyatt Northstar Tahoe was disappointing and frustrating. The lack of communication, empathy, and resolution was appalling. I hope that the hotel management takes our experience seriously and takes immediate action to improve their customer service and treat their guests with the respect and care they deserve."

Here's a rewritten version of your experience:

When I returned to the hotel in the summer, I was told by a staff member that the guests who stayed in the room after me didn't allow the cleaning staff to check for my lost documents. I was shocked, as Margaret, the manager, had previously told me that the room had been cleaned three times due to a turnover of three guests. I pointed out that Margaret should have investigated further, but the staff member was unhelpful.

To make matters worse, Margaret never followed up with me despite giving me her personal phone number and asking for my details. I messaged her, but she ignored me. Additionally, I had given her a tip, but when I spoke to the male staff member, he was dismissive and expected a tip from me as well.

"Furthermore, I was shocked that my boyfriend and I were asked to interface directly with the cleaning company, which felt inappropriate and unprofessional. As guests, we shouldn't have been put in that position. When I spoke with Margaret, the manager she revealed that the room I stayed in had a turnover of three other guests, which made the situation even more concerning. Margaret initially acknowledged the severity of the issue and advised me to file a report, which I was willing to do. And ask to take a seat and wait However, after taking a call, she suddenly changed her stance, leaving me feeling frustrated and dismissed."

In my second and third return to the hotel I expressed my frustration, asking about the ethics of the hotel's lost and found policy, especially since my pearl rosary was also missing from another room. The staff member's response was unhelpful, simply stating that their maids were "pretty good." That’s is simply unacceptable !! I am a paying guest and deserve to be treated with respect and dignity not to be dismissed when is a serious case of valuable documents and my belongings. In no other hotel I ever met such a terrible customer service and management staff in appalled by this...

My wife and I sat in the timeshare meeting because of the promotion they were handing out at the SF Giants game. We were scarred by the other timeshare presentations that we've been a part of since most of them were actually a joke and the sales men were pushing us way too hard.

I actually found this presentation surpisingly different than most. To start off the resort is in pristine condition and there is a lot to do right on the property. We walked around the many shops and watched kids skating on the rink.

Second, the salesmen actually don't push you into buying the timeshare. Unlike the many awkward meetings where you end up fighting with them about the membership, they were friendly and just provided the details and then asked which plan is best for you. If you aren't interested they don't keep pestering (thank goodness).

Third, the membership has a lot of value compared to other timeshares. Since they are rated higher their points trade for a lot more value on RFI. It was also fairly cheap to buy the points compared to the other timeshare presentations. The dilemna we had is that we weren't prepared to commit financially to the timeshare so we were so bummed. To accommodate they have an audition plan where you can try out the service for eighteen to thirty months, pay a fee, and if you buy in at the end of the membership they will apply the fee to the timeshare. We ended up taking the audition because we didn't want to lose out.

Here is where the experience goes downhill. We had some questions on our audition membership so I called the Auditions department. I can not not get a hold of the department. I've tried calling the numbers on the paperwork as well as the number on their website. I've also used their call back and voicemail feature, but no one called back. After calling multiple times over a week and waiting on hold for nearly two hours on one call I decided to call in and speak to a different department. What do you know, I finally found an operator. The operator apologizes and let's me know she can't do anything. So she forwards me to another department. The second department says, "I don't know why she sent you hear. You need to talk to the auditions team" and insists on sending me there. I end up right back in the same waiting list that I have been waiting. I have yet to talk to the auditions team. I attached my phone screenshot for my phone calls that I placed to see the frequency and length of the phone calls.

It's really disappointing when you call in and you can't find anyone that wants to help. It has impacted our view of Welks and at this point we are very hesitant to joining Welks after the audition...

Planned the reservation 2 days prior to to going. Tried to bring the expenisve price down but they were unwilling to budge. Reluctantly booked the room with a one day lift ticket for 2 adults. They tried to sell me on a two day lift ticket but I was only going to be able to use for 1 1/2 days so I saved myself +$120 by declining. We arrived Friday at the resort and checked in at the entrance location. We got to our condo (ski-in/ski-out) right up the road. Moved our gear into the condo quickly then bundled up and headed to the village. There were a couple things we forgot such as helmets and ski pants for the gf. We walked around the shops and everyone was more then delighted to help us. No one tried to push us to buy anything and told us to check out the other stores around for prices and better fits. We ended up exploring a few stores and got the gear we needed. We headed back to the room dropped off our stuff and back to the village. We stopped at a Mexican restaurant and got 3 baha fish tacos and some chips and guacamole. It was delicious and went great with a couple beers, small plate before dinner in a couple hours. We went back and hung out at the condo prepping our newly bought gear. Took a nap and back out to the village for a late sushi dinner. We split the ramen and a roll. And guess what, back to the condo. The next day we hit the slopes. Waled right outside, took the ski lift up instead of the gondola. Great idea if you want a mini run to get the day started. We were able to get in most of the runs before lunch. The were exhilarating! We took a lift to the top of the mountain and headed to the resturant. Thing were a bit slow but then again it was lunch and the place was packed. We got the tritip which was my favorite and she got the Tahoe cheese steak which she preferred. After lunch and a few more run we decided to call it a day since the weather started coming in. We took a nap back at the condo. Woke up a little late and decided we would make the ~5 min walk to the village for some good eats. We stopped at The Tavern. Pretty good food. The wine was a bit overpriced but that's what you get when staying at a resort. The dinner was good very well. I got the burger and she got the butternut squash soup (delicious!), and the filet mignon also very good with a great plated aesthetics. A little tipsy we made our way back threw on a funny movie and went to sleep. Sunday we decided to call it early due to the storm coming in. Overall great weekend at North Star, just a little pricey. One thing I'd do...