There is so much wrong with this place, I have summarised briefly (more details below if needed).
- Room 2419 Bed too high to get into. It's about 3 feet high
- Noisy room overlooking the car park
- No air conditioning and too noisy to leave the doors open
- Dirty smelly nappies in the open waste paper basket on the balcony in new apartment (in the hot sun)
- New room 3247 was very noisy as it was the room under the truck rubbish drop off area
- Expensive cost to go up the mountain for a swim, $44 lift and pool pass each day
- Mentioned that we didn't have a car initially but never advised that there was a bus service to neighbouring towns
- No assistance with luggage when changing rooms
- Filthy patio area with lots of dirt and debris on the ground. The metal chairs and table were filthy, as was the ledge. You couldn't sit on the chairs. I tried to wipe them down but the cushions were too dirty to sit on
- Cleaners didn't come for the first fours until I called to see if they actually had a cleaning service
- Sheets not changed during stay in this room (6 nights)
- Weak wifi reception in apartment
- Fridge freezing things even after changing the temperature
- While the rooms are self contained with cooking facilities, there is only a very small supermarket with hardly any supplies and it is very, very expensive
- Collected our rental car but wasn't advised that we also need a parking permit. Had to ring them and go back to reception again to get one, then had to ring them again as our details weren't on the permit and it is required
- Unable to change your booking once you have checked in
- Manager not available when we wanted to talk to her about our issues, tried twice but it was inconvenient to keep going back and home to get her
- You need a car if staying here as there is one small supermarket with limited stock. Given that the condos are self catered, you need to be able to buy groceries if you want to cook.
We had booked the "resort" for one week as we were attending a conference held there.
We had to change rooms as the first room we moved into had a bed so high (3 foot approx) that I couldn't get into it! Luckily enough there were some bunk beds in the lounge room so we had to sleep there the night. Not very romantic for our wedding anniversary.
We contacted reception and were told that they would have a room ready for us later that evening or first thing in the morning at 7am. We declined to change that night as we were quite jet lagged but would change in the morning.
I went reception at 8.30am to be told they had no record of the change (in fact was told that they wouldn't have a room anyway as the cleaning staff didn't start until later in the morning). When I explained the main reason why we wanted to change room ie a bed that we could actually get into, the guy on reception actually laughed at me. He said he'd never heard of a too high bed before (see photo).
We also said it was very noisy with the car park in front of us and the constant beeping of cars being opened and shut so would prefer a quieter room as we requested on our booking form. We also would have preferred a room with air conditioning. Given that the temperature was in the high 30s and we couldn't keep the doors open due to the noise we didn't think that unreasonable. He then told me that it would be very hard as we had so many requirements. Given that the reservations has a form where you can tick off five requirements we completed it when we booked the room. I'm not sure why they have the form then.
The reception guy offered to call us on our mobile phone when a room was available. I told him I had a Australian mobile phone but he declined to call it and said he would call the room instead. He said he would call by 12pm so we waited in the room and packed our stuff. We still hadn't heard anything by 12.30pm so I called reception as we had other things to do rather than hang around the room. This female receptionist was actually helpful and suggested that she would end the bell boy up with keys to a couple of other rooms.
The bellboy came and had a few keys so we looked at one in another building which was slightly smaller but seemed adequate. We didn't want to looked a lots of rooms and wanted to get on with our stay and be settled.
The bellboy went back to reception to get keys for us, so we finished packing and started to move. We weren't offered assistance or even a trolley so we did it in a few trips moving our luggage ourselves. My husband ran into the bell boy downstairs so he didn't even come to the room to help, or even offer.
We unpacked our bags and got settled but we could smell a really bad smell. Turns out that the room had not been cleaned properly and some dirty nappies had been left outside in an open waste basket outside in the hot sun! As I couldn't raise reception on the phone, I left the bin outside the room and went down the hallway to call on the free hall phone. I ran into a cleaner and asked if he could remove the bin, and he actually blamed us for moving there as it was too early. Not impressed after we had been stuffed around.
While we thought this room would be quiet as it was at the back of the complex (we were told it would be) we were mistaken. Early each morning during our stay, trucks backed up underneath our window (with reversing beepers sounding) and unloaded rubbish/bottles which was extremely loud. Also trucks would drop the back tray onto the road to wheel goods off the back. Very loud.
Three days before we left I called reception to change our booking and leave one day early only to be told we couldn't and then put through to reservations. They insisted that we could leave but would have to pay for that night anyway. That seems strange as we hadn't even paid for our room, only a deposit. Hmmm, in hindsight I should have said we were leaving two days early so we would only be charge for one night. Oh well.
The pool is located up the mountain and you need a lift pass to get there plus an entrance fee for the pool, over $40. Very expensive for a swim. We found out the day before we left that guests staying for more than two nights were entitled to two free lift and pool passes. We were never advised of this. When I went to reception to enquire about this, I was told that we weren't eligible as we were part if a group booking. In fact, we weren't part of a group booking, we booked the room ourselves, we were told we still weren't eligible. We were told to speak to the manager about it tomorrow but they didn't know if anything could be done about lift passes and leaving early. Unfortunately, the manager was not available when we wanted to discuss things with her.
We saw the cleaning staff only on the first day, so on day four I phoned reception to see if they did the rooms every day and apparently they do. We had the "clean room please" tag on the door. They came again on day five and took less than five minutes to make the bed and change the towels, give the bench as quick wipe down. We still didn't have our sheets changed and had been here for six nights.
We collected our rental car on Thursday and enquired about parking underneath the building overnight. We were told "just go 50 feet to the doors and use your key to get in". We did that but noticed signs everywhere about having a parking permit. We asked a staff member who was walking around the car park but he didn't know. We went up to the room and spoke to Sam (the bell boy we have dealt with before) and he said that yes we need a permit. I asked why they didn't tell us when we were there 5 minutes earlier and told them that we just collected our car but he didn't know why. He said he might be able to send one up some time but it wasn't urgent. Told him we would come and collect it. We went down to reception again and got the permit. He noticed that the permit needed a heap of details so rang Sam again and said it won't be a problem as it has our booking number on it. It didn't have our booking number on it, so Sam said he'd give it to us. This would mean yet another trip downstairs. Sam said he would make a note to make sure the car was ok and not towed for not having all the details.
All in all we were extremely disappointed in the service and facilities at Squaw Valley Village. I imagine this might be a good place to come skiing in winter but in summer there are limited things to do and see. I would recommend that you have a car so you can get out and about.
- Official Description (provided by the hotel):
- Stay in the heart of the Lake Tahoe action. Dining, shopping, activities, and steps from the slopes of world-class ski resort Squaw Valley. When you want to spend more time playing and less time driving this is the place for you. ... more less
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- Also Known As:
- The Village At Squaw Valley Hotel Olympic Valley
- Village Squaw
- Village At Squaw Valley