The Ritz-Carlton, Lake Tahoe

As a seasoned and loyal Marriott traveler (Ambassador) with thousands of nights across more the 100 countries - I am pretty laid back and reasonable when it comes to service. BUT the Ritz Carlton Lake Tahoe has completely sh*t the bed in terms of professionalism, follow through, communication, service, and the expectations as it relates to a high end luxury experience. I am beyond frustrated. I had multiple conversations with the hotel regarding an early check in. When I arrived the front desk refused to honor their promise and said “You should have booked through American Express - your Ambassador status is not recognized”. I asked if they were telling me NOT to be loyal to Marriott and that I should always book through a 3rd party and they said “Yes. The AMEX benefits are way better. It gets you a guaranteed 12 PM check in - $100 food and beverage credit an upgrade, etc.. It is way better than Ambassador status.” So much for my 140 nights and $35,000 spend this year. Thanks for making me feel like I really matter!!! I finally was able to get into my room at nearly 7 PM… During my 4 night stay They lost my skis - twice The valet guy lost my car once for 20 minutes The valet staff reeked of pot and were clearly stoned out of their mind The Ski Valet told me “Sorry - I am too busy to help you - maybe you can find your own skis” They failed to clean my room 2 out of 4 days Tru North ski rental overcharged / double charged us for a lesson We called engineering 3x to fix the heat / thermostat in our room…still not fixed Turn down service happened 2 out of 4 nights Food and service was ehhh Every time I went to the front desk - there were others also complaining and the wait to speak with manager was 15-25 minutes At this point… We have spoken with 5 different managers who promise the world yet the service debacle continues….they promise to follow up and then crickets… they either just don’t care or they have zero bandwidth to address the numerous service lapses. The hotel is clearly understaffed and the employees are most certainly undertrained. I am a reasonable guy. I just want some ownership, ethics, honesty, integrity and accountability. AND… for somebody to actually talk to me!!! That is not a lot to ask when you are spending $2,500 a night! I will remove this review upon successful resolution of my complaint.

My mother and I visited the Living Room Lodge recently (on December 12th) for tea and a light snack. We sat next to a beautiful fireplace. I must say their tomato bisque soup is hands down the BEST tomato bisque soup I have ever had and it was cooked to perfection. Our server, Maren, was very polite, professional, kind, courteous and knowledgeable about all the wonderful menu offerings. Maren represented the Ritz-Carlton brand in a very positive manner due to her outstanding customer service and she is a true Ambassador for the resort. It was truly a relaxing way for my mom and I to unwind after an exciting day on the ski slopes. We will definitely be back due to the cozy atmosphere, first-rate level of customer service and super delicious food / beverage options. Thank you for a memorable experience at the Living Room Lodge.

What a beautiful location right on the slopes! The service is outstanding ...Gus with food and beverage the BEST and treats guests like family. Easy to get to the village and the spa is lovely! We keep coming back bc we know we will have a wonderful time :)

Beautiful Hotel, Great Location, Great attentive staff, I love this hotel, and I never get tired of coming here. It's just as beautiful in the fall and it's less crowded.

Loved every part of our stay and the area. Absolutely amazing. Also got to live through a hail storm that turned to snow. Rooms were big, views amazing. Recommend the tram up the mountain and also go down to the village down below. Easy drive to Lake Tahoe. The transport bus was crowded so glad we had our own car. Highly recommend the horseback riding out here. We took a trip and it was well worth every penny. Would come out here again without hesitation. Lots to do for couples and families. Yes it is expensive. Coffee was $12. But it is a hotel. It is all relative, just enjoy it.