Holiday Inn Express South Lake Tahoe, an IHG Hotel

My family and I had the worst experience at this Holiday Inn Express. The attendant staff repeatedly emphasized that it was independently owned, implying that corporate complaints would be futile. This lack of acknowledgment of basic customer service standards was disappointing. A male staff displayed bias towards my inquiries and even mocked my foreign accent. The in-room phone was non-functional, the entry door had a noticeable crack, and a cold draft persisted throughout the night, one of the pillows had brown stains on them. When I inquired about the check-out procedure due to an incident where cleaning staff entered our room at 9:30 am, I was told with a response indicating that if I failed to inform the front desk upon check-out, I would be charged for an extra day. I requested to speak with the manager, but I was told she was unavailable and advised to send an email. However, I received no response to my email until three days after our departure, with the manager's reply shifting the blame onto me. Their unwillingness to assist was evident, with dismissive phrases like "There is nothing I can do," leaving me feeling disregarded and disrespected. Their consistently rude demeanor made me feel like a second-class guest.

This establishment operates independently, but unfortunately, the owners seem to prioritize penny-pinching over guest satisfaction. The worn-out furnishings and lack of investment in upkeep give the impression of a place that's stuck in the past. The front desk clerk's demeanor only adds to the disappointment, reflecting the management's lack of concern for guest experience.

We originally booked the hotel based on the description that it offered 2 bedroom suites. Turns out one of the beds is in the front room right near the door (in the so-called living area). Felt a bit misled but that might be due to interpretation. TV gave us trouble in one of the bedrooms. Only select channels worked. Staff was quick and helpful in providing additional towels. The rooms were clean and smelt fresh. The location is hard to beat. Located near most shops and bike paths.