Absolutely unacceptable experience — do NOT book here!!
I have traveled all over and stayed in countless hotels and resorts, and this was by far one of the most disappointing and least accommodating experiences I have ever had.
We are a family of 5 adults traveling together to visit the national parks out West, and Everline Resort & Spa was one of our stops. Our travel agent specifically booked accommodations for all five of us. When we arrived, however, we were given a room with one king bed and one pull-out sofa — clearly not an appropriate sleeping arrangement for five adults.
We immediately contacted the resort’s customer service line to question the room assignment. Instead of correcting the problem, we were told that our only options were to pay additional money for a rollaway bed or an air mattress. In other words, after paying for accommodations for five adults, their solution was to charge us even more money to make the room usable.
We then contacted our travel agent, who was extremely upset and immediately called Everline herself to get the situation corrected. She was transferred from person to person for over an hour trying to get someone to take responsibility for the booking. After all of that, the resort’s “solution” was to offer us a “discounted” rate for three nights.
What makes this even more frustrating is that the resort told our travel agent that the room we were given accommodated five people. Yet the room information on Everline’s own website indicates that this type of room accommodates up to 3 people. If a room has one king bed and one pull-out sofa, I would love for Everline to explain exactly how they believe that comfortably accommodates five adults.
And the problems didn’t stop there.
We were charged $35 per day for self-parking, yet no one even bothered to explain where the self-parking lot was, how to access the resort from it, or how the parking process worked. We had to figure it out ourselves after arriving. For a resort charging this much, basic instructions should not be something guests have to hunt down.
There are fees for seemingly everything, yet when we actually needed customer service, there was very little of it. You pay a resort fee, you pay to park your car, and then when there is an actual problem with your room, the resort’s first response is essentially, “Pay us more.”
The most frustrating part wasn’t even the room itself. Mistakes happen. What matters is how a business handles those mistakes. Everline had multiple opportunities to make this right and instead made us spend over an hour dealing with transfers, conflicting information, and additional charges.
I understand that resorts have policies and occupancy restrictions. What I do not understand is telling a travel agent that a room accommodates five adults when the actual room clearly does not provide five appropriate sleeping spaces — and then expecting the guests to pay additional money to solve the problem.
The property itself is in a beautiful location, but a beautiful location does not excuse poor customer service. We came to Lake Tahoe expecting a relaxing part of our vacation. Instead, our arrival turned into hours of frustration and arguing over accommodations that should have been correctly booked in the first place.
For the price they charge, I expected significantly better service, communication, and accountability.
Beautiful location. Extremely disappointing customer service. I would not stay here again, and I would strongly recommend looking elsewhere before booking.
