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“Would Not Recommend!!”
Review of Avalon Lodge

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Avalon Lodge
Ranked #48 of 65 Hotels in South Lake Tahoe
Reviewed 1 September 2012

I am writing to say that I will never stay here again! For starters the rooms do not have all the amenities that they say. The stairs are unsafe. The pool has no filtration and is very dirty, could not swim in it. Office staff is not very helpful. Our room does not lock right. The list could go on. The only reson that I am still here is I can't get a refund of my money.

Stayed: August 2012, travelled as a couple
3  Thank Melody C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
infoavalon, Owner at Avalon Lodge, responded to this reviewResponded 11 September 2012

September 7, 2012

Dear Guest;

I am writing you to follow up with our conversation yesterday and my call to you from this past weekend. I am truly sorry that your experience at The Avalon Lodge over the Labor Day holiday weekend was not as you had hoped.

Melody, I have done my best to try and understand your point of view and concerns which you outlined for me. I have also taken into consideration our staff input; who as you can see by our reviews usually does a stellar job at attending to our guests’ needs and some basic information.

As I understand it, what you outlined for me as your concerns were:
• You checked in early and were told the room was not ready, they checked you in and gave you a key and told you to return, which you did, to a clean room
• You did not get any paperwork at check in or check out.
• You asked for an iron and ironing board and it was petite; not full size and did not fit well on the table in room
• Your shower turned off during your shower
• The pool was dirty and colder than you would like
• You felt the staff did not respond to your needs, in whole or in part
o You mentioned if they would have offered a refund, you would have left
• You did not have a table lamp beside the bed
• You had only 10 channels on your TV and the channel guide listed 30

I would like to address each of these concerns for you:
• We checked you into the room at 10:16 AM, almost 6 hours prior to check in time. You requested a first floor room which we obliged. The room was clean at the time of your early check in. It was also explained to you at check in the carpets of all downstairs rooms were being cleaned that day. We asked the cleaners to clean your room first and place dryers in it so that you could check in after your breakfast, even giving you your keys at this time so you would not have to come back to the front desk. I mention this because one of your concerns was that the carpets were a touch damp at check in.
• I have enclosed copy of your registration card, which you signed at check in. This is all the paperwork we give at check-in, as is customary with most hotels, with the exception of area literature, etc.
• At check out, we do give out a folio of charges. You declined it, as noted in your reservation. Later, your friends who also stayed with us asked that we email you a receipt, which we did. I had another copy sent yesterday, after we spoke.
• The in-room lighting was designed by an architectural firm to allow more free space on the table and put the switches in reach of the bed and lights overhead. I am sorry this was not something you liked. When you mentioned it, our staff offered place lamps in room, but you told them did not want them entering your room at all, so they let you know they were at the front desk for you. You never stopped by so that we could give these to you.
• I do apologize about the ironing board not fitting on the table. Honestly, it is the first we had heard of that and are going to remedy the situation by adding full size ironing boards to our available guest amenities.
• You mention your shower turned off during your stay – mid shower. I am sorry if this in any way inconvenienced you. Our showers, as I mentioned, do have auto shut off to ensure the heat does not get to scalding if the handle is turned too far. It must have been turned up to that point. I am glad your husband fixed it for you. I will note we also stated we would look at it, but you declined.
• Our in room TV placard comes from the cable company and they did make some recent changes to increase the channels, both locally and regionally. This may have affected the listings matching the placard. We do also offer Movies on Demand with first run, in theater movies to our guests.
• The pool is an item which helps me to understand that more than our hotel issues, there is a perception issue. You see, the inspector just came out 2 days prior to your stay and gave us the sign off for a fully compliant brand new filter system and mentioned how very clean our pool is. It is also consistently heated between 78-80 degrees. Our staff cleans it also, 2 times a day, usually pre and post guest use hours.

I will say that it is our company “Golden Rule” if you will to put people first and to do what it takes to ensure our guests are happy within our abilities. Knowing this, and having received hundreds of guest letters, online reviews and survey cards to applaud our staff and property, it is hard to understand how any of your issues could have been so unresolved.

In looking at each of these issues in depth, I am truly disappointed you would write such a review while still at the hotel, with a DND sign on the door, not allowing us to address, explain or fix anything. Your review also states our amenities are not as promised, which I do not understand. Our pool does have a newly replaced, working and approved filtration system. Our staff, as they are trained, respected the DND sign and did not disturb you in room to address anything. They did approach you at the pool, knowing you were unhappy, but you shunned them away.

You mention not leaving only due to not being able to get a refund, however our staff was prepared to offer one of our vacation rentals as an alternative location for you, the night of your arrival, immediately seeing you did not want to stay with us, and did offer to let you out of your reservation at any time. We did in fact refund your last night when you checked out 1 day early. The constant DND sign and inability to talk with you truly seems to have exacerbated your disappointment and our inability to communicate with you and resolve this to your satisfaction. We also checked the lock and found the door threshold to be very tight. It did require an extra little pull to latch the door. This was an easy and immediate fix if we had known.

Finally, in our call, you quickly stated, before I could even address the point, that you were not abusive to our staff, but that they were inefficient and did not care. I must say that our staff was aware you were not happy and very disappointed they did not know how to open communication to make you happy.

At this point, I do not know how to turn this past experience into a good situation for you or us. I do not feel you would want a complimentary return visit. You did not communicate to let us understand and fix anything and have now consumed the nights, but did write a review to Trip Advisor while in your room; so I do not feel a further refund is in order; beyond your last night, which again, we did refund in full because you departed early and sadly, unhappy.

I will end this letter with a sincere apology that you were not happy. I am not sure what else I can do at this point. I will also post this reply to your Trip Advisor review.


Deb Pierrel

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120 - 124 of 187 reviews

Reviewed 23 August 2012

The rooms are very nice, as is the shower and bathroom. Luxury for the price. We had our dog with us, and so we were surprised to get such a nice animal-friendly room. Unfortunately animals come with smells and our room had a slight sour aroma. The cleaning staff did not have air freshened or a candle. So we wandered in search of a drugstore where we could buy one. Had to call cleaning again as their was no shampoo in room and cleaning staff gave us a half used bottle of shampoo which apparently was the last one. Not sure how that happened. Other than those two things it was a nice stay. We borrowed the bikes and had an enjoyable ride down to the golf course. Loved the free Internet. Breakfast is a nice touch but it was pretty much decimated by the time we went to get it. Good location for beach and casinos. Staff was nice.

Stayed: August 2012, travelled with family
Thank AndiForker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
infoavalon, Owner at Avalon Lodge, responded to this reviewResponded 8 September 2012

Thank you for your staff appreciation and insightful feedback. We sure do love our pets and absolutely do welcome well behaved ones to our lodge as part of your family.

While we agree that pets come with their scents, you should not have been affected in any way by another stay. It is unacceptable, and we sincerely apologize. If I had known, we would have immediately remedied the situation with a room move or ??

Please know that because of your astute nose, we have had all of our carpets professionally cleaned earlier than our usual timeframe. Again, we appreciate your honesty and attitude. We hope to see you again sometime soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 August 2012

My mother and I had a wonderful time at the Avalon Lodge this past month. The rooms were very comfortable and spacious, especially the beds. I’d love one like that for my own home. The staff was friendly and helpful, always ready to answer our questions. The breakfast was just right for us, tasty and plentiful - and it was great to chat with the other guests in the morning. I think the hotel attracts friendly guests. The hotel is in a quiet area surrounded by huge pines and it was restful to sit outdoors in one of their several sitting areas. Since my mother has trouble getting around, she really appreciated being able sit outdoors in a lovely setting. We also used the hotel pass to spend a morning at the beach and loved that. There was a lot going on there! There were plenty of restaurants in the area to dine at and we even got in some shopping. All in all, the Avalon was a great part of our vacation. My mother rarely travels anymore but told me that she would go back to the Avalon anytime – and that is high praise from her!

  • Stayed: July 2012, travelled with family
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Thank EuroTraveler51
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 August 2012

Stayed at the Avalon for a week in July with my husband, our daughter and her boyfriend. The location was perfect for everyone to walk to whatever activity they wanted (beach, casinos, shopping, dining). The rooms were well appointed and very clean. The "continental" breakfast each morning was a real treat with delicious breakfast breads each morning. Nothing better than sitting on the deck looking at the beautiful blue sky and having breakfast. The front desk staff, especially Shannon and Theresa, were very helpful and friendly. It was such a peaceful and enjoyable "lodge" that I can't wait to return!

  • Stayed: July 2012, travelled with family
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Thank thebighd
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 27 July 2012

We took our dog here and had a great time. All of the staff are incredibly welcoming, nice, and helpful. The rooms are clean and spacious with good amenities including mini fridges and microwaves. You are also given a dog welcome basket which among treats and other things includes an old sheet for your dog so that he can sleep on the bed with you. You can also ask for a dog bed and a food and water bowl. Everyone there seems to love dogs and there are lots of places to hang out and relax on the property with or without your dog. The pool and jacuzzi are well kept and nice.
There are also bikes and kayaks to rent out for free, which would not be available at big chain hotels.
Overall this is a great place to stay with an amazing staff. We would definitely stay here again and recommend it to people with or without dogs, though if you have a dog this would be a great place to stay with them.

Lara S.

  • Stayed: July 2012, travelled with family
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Thank Dean S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Avalon Lodge

Address: 4075 Manzanita Ave, South Lake Tahoe, CA 96150-6919
Region: United States > California > Lake Tahoe (California) > South Lake Tahoe
Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Spa Wheelchair access
Hotel Style:
#7 Spa Hotel in South Lake Tahoe
Price Range: $84 - $182 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Avalon Lodge 3*
Number of rooms: 20
Official Description (provided by the hotel):
Escape to a mountain retreat that’s just steps away from South Lake Tahoe’s beaches, Heavenly gondola, and world-famous dining, shopping, recreation, and entertainment. The Avalon Lodge will pamper you with the best beds in Tahoe, luxurious linens, flat screen TVs, in-room fireplaces, gourmet coffee, and spa-quality essentials. You’ll also enjoy fresh continental breakfasts, Free WiFi, Lakeside Beach access and Spa. We provide activity equipment for your stay - bikes are free for guest and on first come first serve bases. Please noted, Pets not allowed (service animals welcome). ... more   less 
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Also Known As:
Avalon Hotel South Lake Tahoe
Avalon Hotel Lake Tahoe
Avalon Motel Lake Tahoe

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