Frequently Asked Questions

Whether it’s how to enter your room and/or our cancellations policies. Here you will find all the frequently asked questions that we hope will help you during your stay. If you don’t find the answer here, please do not hesitate to contact our customer support team. We will happily answer whatever questions you may have.

We unfortunately cannot predict or guarantee what mother nature and weather conditions do. What we can guarantee is that you will have the room you reserved for the dates you reserved it. Please verify road conditions and travel plans as far in advance as possible. All Online Travel Agencies and cancellation policies are firm.

 

We have options for cancellation/refund/rescheduling your stay if your cancellation period has passed and all access into Lake Tahoe is restricted (if roads are open these options do not apply):

  1. 50% reduced cancellation policy — 1-night stays aren’t eligible.
  2. Resell the room — We can try and resell the room, and if successful, we will refund whatever the difference is toward your reservation charge if the room is rebooked (There are no guarantees the room will be rebooked).
  3. Waive the reservation change fee and credit your stay — We will allow you to move your reservation or get a credit for the amount of your reservation to book another stay (must be within 4 months of your booking to apply). Your reservation becomes non-refundable (This is not applicable to Airbnb guests)

For the most up to date info on fires in the area and forest closures, you can visit https://www.fs.usda.gov/tahoe or https://www.fs.usda.gov/eldorado/

Due to the Rise of COVID-19 cases, we have STOPPED serving continental breakfast INDEFINITELY across all our locations. We apologize for any inconveniences this may cause. We highly recommend checking out nearby food establishments for all your food and drink needs. See some of our recommendations in our guest app.

 

STANDARD RATE

Please carefully read our cancellation policy. Rarely can we make any exceptions to this. Our receptionists are instructed to follow this policy and company rules. So to save any misunderstanding we would be grateful if you can observe the following:

  • If the guest cancels more than 72 hours in advance, the total amount (100%) of the reservation will be refunded.

  • If the guest cancels between 24 – 72 hours in advance, half (50%) of the total reservation amount will be refunded.

  • If the guest cancels within 24 hours or no shows, no refunds will be given whatsoever.

  • If the guest arrives and decides to leave early, the entire stay is charged and is Non-Refundable.

  • In case of a “no-show”, the total price of the reservation will be charged and is non-refundable.

  • No refunds will be provided for any wildfires, snowstorms, or natural events unless the city or property required evacuation. If the natural event occurs within 72 hours of the reservation being made, the guest will be allowed to cancel or alter the reservation dates free of charge.

  • There is only few ways in which we can acknowledge cancellation of the guest’s reservation; the guest MUST contact booking channel where reservation was made (Expedia, Booking.com, Hotels.com, etc) and make the cancellation request directly through the platform, or if the reservation was created directly with our hotel or hotel website, you can contact us directly to cancel your reservation.

  • All cancellations are confirmed via email immediately after the reservation has been cancelled.

NON-REFUNDABLE RATE:

The total price of the reservation will be charged right away after booking and is non-refundable.

You can contact us directly by replying to the text messages you receive from us leading up to your reservation, as well as by calling the Hotel phone number. You can also Find the online chat support button on the top right of our guest apps or Call or Text +1.530.452.0002 between the Hours of 8am to 9pm PST. After Hours support is limited.

We are a Self-Check-in, Contactless hotel. Before your Arrival, you will receive email and text message prompting you to complete your Pre-Check-In requirements.

If you have not received your pre-check-in email or text. You can complete your Pre-Check-In process by visiting the hotel website you are staying in and selecting “Online Check-In” from the hotel website menu. You can also text or call +1.530.452.0002 and we will send you your pre-check-in form via Text. 

Upon completing your pre-check-in, you will receive your assigned room, and will be provided with your own unique Access/Check-In Code via Email, text and Through our Guest App (when you are signed-in).

To Enter Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button.

To Lock Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button.

You will receive your check-in codes after completing your Pre-Check-In requirements. You will find your check-in codes in your email, text and guest app. This information is released and sent on the day of your arrival.

If you do not see your check-in codes in your guest app, please be sure to login using your reservation/confirmation ID and Check-In date to view your reservation details and access codes.

If you have not received any Access Codes/Check-In Codes, please contact our customer support via our Guest App or by texting or calling: +1 530.452.0002

In order to access your assigned room, you will be provided with your own unique Access/Check-In Code.

To Enter Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button.

To Lock Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button.

If the door is having issues locking, make sure you pull the door close all the way, so the locking mechanism lines up correctly.

Enjoy our High-Speed WiFi found throughout the Hotel.

WIFI NETWORKS: – (Hotel Name)

WIFI PASSWORD: No Password necessary. Simply follow the sign-in instructions after connecting to the “-” wifi for the first time.

If your Access/Check-In code is not working. Please make sure you are entering it correctly. NOTE: The Smartlock will become unresponsive for 60 seconds after 5 failed attempts. 

To Enter Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button

To Lock Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button.

If your Unique Access Code is not working. Please contact our support team via our Guest App (Upper Right Corner Support Button) or Call or Text us: +1 530.452.0002

Each room or suite is stocked with everything you need for your stay and includes linens, toiletries, hair dryer…etc.

Our Signature rooms are equipped a wet bar and some kitchenware.

We do have a property managers and cleaning teams on the property daily and available for guest support if needed. First, you must contact customer support via guest app or call or text : +1.530.452.0002

 

Reservation Change Policy:

Please carefully read our change policy.


  • For any changes made before 72 hrs from the arrival date, no FEE shall be charged.
  • For any change requests within 72 hours – 24 hours from the arrival date, a  $75 non-refundable change fee + the price difference of the new date (if applicable) will be charged.
  • No changes are allowed within 24 hours from the arrival date, only under special circumstances.
    • Special circumstances (wherein the reservation can be changed within 24 hours of the arrival date) 
      • wildfires, snowstorms, or natural events.  
      • A $75 non-refundable change fee + the price difference of the new date (if applicable) will be charged for the change..

Note: 

A written confirmation (Email, SMS, or Chat) is a MUST before proceeding with any change request. The $75 non-refundable change fee will be per change fee made on the reservation.

Once the Reservation is changed it will be a Non-refundable reservation going forward.