Tahoe Mountain Lodging

We appreciate all comments and are sincerely sorry that this gentleman had difficulties sleeping and that his stay did not meet expectationsIt is worth noting, however, that this individual was not a direct guest of Tahoe Mountain Lodging but, rather, booked his stay with Northstar California/Vail Resorts and as such, it would be advisable he direct issues to the proper organizationHaving said this, we have done some research and learned that this guest neither contacted Northstar California's nor our management team during his stay to share his complaints so that we could try to remedy the issuesAdditionally, we have learned that this guest has a regular habit of harshly, publicly criticizing many other hostsHad we been made aware of his issues and health concerns, we would have likely had the ability to move his group to a quieter residence and we could have certainly offered ear plugs or another solutionIt is also worth noting that snow removal is mandatory for guest safety on the roads around the resort as well as within The Village-- allowing for safe driving and walking conditionsSnow removal only occurs a) during large storms, b) after the bulk of day guests have vacated the resort (evenings and nighttime), again, for safety reasons, but c) does not last for more than 1-hoursThere not has been an instance where hours of non-stop snow removal has occurred, there simply isn't enough property to require this kind of excessive effortIt certainly is the upside & downside of staying directly in a ski village-- easy access to the slopes & fresh snow, but, on occasion, being subject to snow removal noiseIt's akin to staying in an oceanfront resort yet being upset by crashing waves distrurbing one's sleepWe do meet with the outside agency that manages snow removal efforts and request that mindfulness to all guests and their rest is a priority, however the control is not ours as to exactly what time snow removal occursWe will connect with Northstar California to assure they are educating guests on noise that could occur as a result of guest safety measures during a snow storm, and will assure language is added to the reservation letters speaking to this, also-- thank you for the suggestionWe would have appreciated the courtesy of alerting the staff to any issues during the guest stay so proper recovery could have taken place, but addressing this weeks later does not afford us this opportunity and, as such, a refund is unavailable

Management has called this guest back to discuss the situation with no return call from the guest &, again, the guest is not confronting the group with whom he booked-- Northstar California/Vail ResortsAdditionally, there are outright fallacies in the guest complaint-- especially stating that snow removal noise occurred from pm - am, this is untrue & a gross exaggerationAgain, we sincerely regret that he had a difficult night of sleep & would have worked with him to find a solution but at this point a refund is unavailableIf Revdex.com cares to take a look at this guest's Trip Advisor profile it is apparent that this gentleman has a documented habit of attacking businesses and, likely, then demanding money

Management has called this guest back to discuss the situation with no return call from the guest &, again, the guest is not confronting the group with whom he booked-- Northstar California/Vail Resorts. Additionally, there are outright fallacies in the guest complaint-- especially stating that snow removal noise occurred from 10 pm - 6 am, this is untrue & a gross exaggeration. Again, we sincerely regret that he had a difficult night of sleep & would have worked with him to find a solution but at this point a refund is unavailable. If Revdex.com cares to take a look at this guest's Trip Advisor profile it is apparent that this gentleman has a documented habit of attacking businesses and, likely, then demanding money.

I am rejecting this response because:The business response is false:  we have done some research and learned that this guest neither contacted Northstar California's nor our management team during his stay to share his complaints so that we could try to remedy the issues. That is incorrect.  I complained to the front desk the first day after the first sleepless night and was told they can not help, they can not control the noise and were completely booked and unable to move us.  No remedy was offered.  I have also called the resort and left a voicemail, my call was returned the next day and the person noted the complaing and I was told I would hear back from the manager but I never did.It's a reasonable expectation to expect to sleep when renting out a room in a hotel.  This basic service which I paid for was not provided. I'm asking for a refund.

We appreciate all comments and are sincerely sorry that this gentleman had difficulties sleeping and that his stay did not meet expectations. It is worth noting, however, that this individual was not a direct guest of Tahoe Mountain Lodging but, rather, booked his stay with Northstar California/Vail...

Resorts and as such, it would be advisable he direct issues to the proper organization. Having said this, we have done some research and learned that this guest neither contacted Northstar California's nor our management team during his stay to share his complaints so that we could try to remedy the issues. Additionally, we have learned that this guest has a regular habit of harshly, publicly criticizing many other hosts. Had we been made aware of his issues and health concerns, we would have likely had the ability to move his group to a quieter residence and we could have certainly offered ear plugs or another solution. It is also worth noting that snow removal is mandatory for guest safety on the roads around the resort as well as within The Village-- allowing for safe driving and walking conditions. Snow removal only occurs a) during large storms, b) after the bulk of day guests have vacated the resort (evenings and nighttime), again, for safety reasons, but c) does not last for more than 1-3 hours. There not has been an instance where 8 hours of non-stop snow removal has occurred, there simply isn't enough property to require this kind of excessive effort. It certainly is the upside & downside of staying directly in a ski village-- easy access to the slopes & fresh snow, but, on occasion, being subject to snow removal noise. It's akin to staying in an oceanfront resort yet being upset by crashing waves distrurbing one's sleep. We do meet with the outside agency that manages snow removal efforts and request that mindfulness to all guests and their rest is a priority, however the control is not ours as to exactly what time snow removal occurs. We will connect with Northstar California to assure they are educating guests on noise that could occur as a result of guest safety measures during a snow storm, and will assure language is added to the reservation letters speaking to this, also-- thank you for the suggestion. We would have appreciated the courtesy of alerting the staff to any issues during the guest stay so proper recovery could have taken place, but addressing this weeks later does not afford us this opportunity and, as such, a refund is unavailable.