Heavenly Village Condos — Local services in South Lake Tahoe

Based on reviews and never been to South Lake Tahoe before I booked back in July for 3 nights at this hotel to have an epic snowboarding trip for mid December 2021. Come to find out it's almost the middle of December and it's still too warm and heavenly resort still has not opened.. so with me due to arrive next week and resort still CLOSED, I called the hotel directly trying to make a request to change the CHECKIN date a few more weeks out or maybe into early January...they DECLINED and said I cannot change the dates! So it's ON ME to take my pre booked flight since July from South Texas to Reno rent rental car drive all the way down there and check into a hotel for 3 nights not k owing whether i will even have a chance to go what I intended to go for.... snowboarding..... I am able to change my snowboard rental no problem ....able to change my flight with no extra fee no problem on Southwest Airlines .....able to change my rental car without extra fee no problem..... but changing the dates here at Marriott they said it's NOT GONNA HAPPEN!!!!! NOT HAPPY!!!!

If you are going to book a trip ahead of time And coming from out of state be very very cautious so this doesn't happen to you I should have went with another ..Hotel that allows date adjustments due to unforseen circumstances...

UPDATE TO MY REVIEW AFTER HOTEL REBUTTAL: I never ever asked for a refund this had nothing to do about money you were still going to get my almost $1000... I was just requesting to change the 3 nights ...MONEY UNCHANGED!!!....change to same weekday nights Monday Tuesday and Wednesday evening to a future date but you guys declined so please don't rebuttal that I'm trying to get money/cancel that was never my intention and that's not what was said on my phone call when...

I’ve used heavenly village condos quite a bit over the years because this is my preferred property in south lake and this is the only way to find availability during the holidays; however, there are things to know: Owner reservations tend to run Friday to Friday, so if you need to stay Thursday to Sunday you will have to book 2 different rooms and the resort cannot change anything because they are legally bound to provide the owner room. So be prepared for a room swap. The property is nice, but they have let maintenance go, not sure why. Our last room had a concave mattress, toilet that kept running every 30 min from a leaky stopper, handle that came off the door on our adjoining room door, shower door that was impossible to close correctly so water got all over the floor, inconsistent kitchen utensils, ie no spatula in one room, no non-stick skillet in another room. One of the hot tubs wasn’t working and the spa area men’s room/shower had no soap/shampoo in the showers for multiple days and one container was ripped from the wall and in the floor. If you pay this much for a room, you expect good maintenance. The Gondola is not a given. It seems to only be open about the half the time due to real conditions such as wind. So you end up trekking over and waiting at a bus which frankly sucks. So the convenience of being in town and walking to the slopes may not happen. Maybe I’m unlucky and it’s just happens to be the dates I chose.

Well that’s a long enough review. Again, I tend to stay here because it is the best option for my family, but I wish it...

To say I am disappointed with Heavenly Village Condos would be an understatement. My boyfriend and I booked a weekend stay here via Expedia. The fires impacting much of northern California forced us to delay our trip as the main highway to South Lake Tahoe was shut down. The Caldor fire was raging near highway 50 with threats of it jumping the highway, forcing evacuations and road closures. It was hazardous and irresponsible to travel during this time.

We called the hotel immediately upon learning this information and spoke with the manager, Tim, to inquire about options to reschedule our stay until it was safe to resume travel. We remained clam and reasonable. Tim shared that he would not cancel or postpone our rooms and we would need to find an alternative route to come to Lake Tahoe. We contacted Expedia and they also made attempts to work with the hotel management to reschedule or reservation, but were denied as well.

California is in a state of emergency due to this fire and Tim was unwilling to work with us to find a solution. We made the responsible decision to not clog the alternate roadways with additional unnecessary traffic during a crisis, as it was highly unadvised by both CALfire and local and state highway patrols. It saddens me that the hotel made zero attempts to work with us and I can only warn other guests to NEVER STAY HERE. At the cost and rating for a hotel such as this, I would have expected more professionalism and better customer service, especially during...