Poor manager and service - The Ritz-Carlton, Lake Tahoe Truckee - Trade Reservations
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🤢 2/5 - Poor manager and service
By 👻 @john n, 02/18/2024 3:00 am
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I've been bringing my family to this hotel once or twice every year for skiing since it is pretty close to Los Angeles. We appreciate the ski in and out set up. We noticed this year that some updates to the hotel were made. Ski valet and ski boots service areas have been improved with more efficient and friendly service. We also saw 2 new fire pit areas where you can reserve for private use. In general, hotel staff is very nice and accommodating. The service here has been pretty consistent for many years. Now, I don't expect anything really special. I know the level of hotel I'm staying in. I'm not at Aman resort or anywhere of that caliber. So my expectation is limited to a mid level hotel service. However, I do expect basic service and honoring of reservations made. One day, house keeping didn't service both of our rooms. I called about it. House keeping staff came over to ask if she can clean the rooms. It was after 6pm, and we had just come back from early dinner. I said it was ok and just clean them tomorrow. She apologized nicely and said that the reason she couldn't clean our rooms was that she had too many rooms to clean and didn't have time to get to ours. I didn't know what to say that. I told her not to worry, and she can do it tomorrow. This was a minor oversight. Not a big deal. One thing I'm really upset about was that I reserved one of the fire pit for our last day of the stay. I reserved it for a full day use, 9AM to 5PM, even though I was only going to use it for our lunch break. When we returned from skiing little before 2PM, our reserved fire pit was taken by someone else. I spoke to the staff including the manager about this. The manager informed me that the staff couldn't get hold of us so she assumed that we weren't going to use it and gave it away. He goes, "Don't worry about. We aren't charging you so all good." What!? He then goes, "Here's my card. Please contact me when you come back next time. I'll set you up." I was so confused. I argued with him about what the policy is when reserving a fire pit. On the website, it clearly states that there will be cancellation penalty and fees being charged if no show in regards to reserving the fire pit. Like when you reserve a pool cabana at a resort, you get charged no matter what. You use it for 5 min or the whole reserved time period. It doesn't matter. You are charged. At the same time, the hotel doesn't give that cabana away during the reserved time period. Not at this hotel. The reservation isn't honored. And throughout my conversation with the manager, he is talking to me about not being charged or giving me free reservation next visit, etc. Like money is going to solve the error the hotel staff made. I gave his business card back and said no thanks. I already spent few thousand dollars in cash just tipping your staff during our stay. I don't care about few hundred dollars you're offering to make up for the mistake. You need to do a better job and train the staff properly. I made my reservation through my Amex Centurion card concierge service. Money isn't my priority when on a vacation with my family. As much as I try not to be a demanding guest or tailoring my expectation to the environment, this type of poor service is quite disappointing. I hope improvements will be made.
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