Martis Valley Lodge, Tapestry Collection by Hilton — Hotel in Truckee

Managers Quote “we run out of hot water often, it’s a known issue”

If I could give no stars I would. We stayed here New Years weekend when they are charging ridiculous prices for lodging so I would expect the staff to at least be friendly when spending this much money. Sunday night we head down the the outdoor hot tube (that is way too cold, probably 99 degrees) after skiing. We asked the front desk for towels and were told we can only use gym towels that are very very small to dry off even after our cold hot tub soak he refused to give us full size towels staying “they are in your room and I will be watching to make sure you don’t use any bath towels at the hot tub”.

We then go up to our room to take showers at 7:10pm so we can meet our friends for a 8pm dinner. The hot water in our room was not working so I called to the front desk and I’m told “it happens all the time wait 30 to 45 minutes for the hot water to build back up and it should be warm”. I explain we’re all soaking wet cold in our room with no TOWELS and we have dinner plans and we don’t have time to wait that long and I’m told “yea it happens all the time, sorry”.

The next day we get down to breakfast at 9:59 when breakfast is supposed to be open till 10 and everything is already cleaned up and put away. I asked Steve at the front desk at 10am on the dot if we can please have breakfast, I’m told no they clean up breakfast 10 minutes early. I push my case that it says 10am not 9:50 and after a little arguing I’m yelled at in front of a room of people eating breakfast by the front desk guy Steve.

Finally at check out Monday morning there is a manager on staff and I tell her about our less then perfect stay. Her response is “yea we don’t give out big towels for the hot tub, we run out of hot water A LOT, and the breakfast girls run a very tight ship. Is there anything else I can help you with?”

I would avoid this place...

I'm a hilton gold card member and thus expect at least decent service when I stay at a hilton property, usually that includes a room upgrade if available and at the least complimentary bottled water. In this case, the room paled in comparison to the Courtyard Marriott I had previously stayed at in Truckee but that didn't matter much to me. I wasn't even all that upset that my room wasn't made up on our second day at the hotel. The next morning, I made a point of letting them know that we needed our room cleaned and makeup and was promised it would be taken care of. When we arrived back later that evening the room still had not been cleaned. I called down to the desk and they were good enough to deliver a set of towels, garbage bag liners and a few bottles of water along with fresh sheets so that I could remake the bed in my room and put out my own garbage and replace the can liners myself.

As if that were not enough, when I went to remove the existing bag from the can, which had two sections, one labeled recycling and the other trash, I realized the same bag was folded so that it went into both sections --- making my efforts to separate my waste pointless.

I put out the bagged garbage in the hallway as had been requested. The next morning, the garbage was still sitting there in the hallway.

This was not an inexpensive room and the was entirely lacking. The included breakfast paled in comparison to the comparably priced Marriott property which was better in every single respect.

I would not stay at this property again and will be giving serious consideration to cancelling my Hilton Credit Amex Card after...

Attention Guests: Please be aware that this hotel has its own cancellation and no-show policies, which differ from the global Hilton standard.

About six months ago, I booked a 3-night stay for December. After the free cancellation period had passed, we were unable to visit Lake Tahoe due to family concerns. I understood Hilton’s standard policy, which states that after the free cancellation period, the penalty is one night's stay plus tax. Based on this, we decided to not show up. However, the hotel manager informed us that, according to their policy, we would be charged for the entire 3-night stay (over $1,000). This was in direct contrast to Hilton's standard policy.

I reached out to Hilton’s CEO via email, and a customer service representative responded, confirming that Hilton’s standard policy would have applied a penalty of one night’s charge plus tax. However, this specific property enforces its own policy, which means Hilton’s standard policy does not apply here.

Additionally, when I made the reservation, there was no mention that the hotel would charge for the entire stay if we did not show up after the cancellation deadline. Despite not staying at the hotel, they processed the charge and issued a receipt with check-in and check-out dates, but without noting that it was a no-show. This is completely unacceptable and reflects poor management.

As a Titanium member with Marriott, I’ve never encountered such a policy at Marriott or even Hyatt. Based on this experience, I will not stay at this property again. Please be aware of this hotel’s specific policies...