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Reviewed 4 September 2019

We were having a good time at the resort until the moment we stepped into its Lone Eagle Grille. We had called in days ahead, looking forward to secure a window seat with our existing reservation. But despite the on-time arrival, the hostess told us that all the window seats were occupied, and that we would have to wait 30 minutes for one. The hostess then went on mentioning something about it is an “online reservation”, “our window tables are the most popular seats”, and that “request is never guaranteed”. Never had we gotten any information on how our request was processed, or whether it actually existed in the system at all.

Greatly disappointed, we walked out and raised the issue to the front desk, where we dived right into another definition session, and were told that “this restaurant is probably the most popular among all Hyatt properties”, and “if you didn’t hear back from us with a confirmation, nothing is guaranteed”. As for our initial request to file a complaint with the management regarding restaurant staff’s professionalism, it was turned into yet another black box promise of “I will relay your concern with the restaurant and the upper management”: no names exchanged, no information written, and no follow-ups possible. Just like the whimsical “I will put in a request for a window seat” reply over the phone, we were left with second-guessing the underlying meaning of Hyatt staff’s responses - how long do we have to wait for our “request” to be processed, accepted, or rejected? Will we be receiving a phone call or do we have to call in for the confirmation? What will really be happening to our complaint? Is it even considered as a complaint per Hyatt’s definition?

After another round of inquiries the following morning, Becca from the front desk finally took down our information, and Nicole from events planning finally addressed our concerns - that the staffs on this property are under-trained, and the customers are equivalently under-informed. Take the private beach wrist bands for example, not once was it mentioned during our check-in that they were one-time use only, and that the broken old ones will be needed for exchanging the second day, even though they could have already ended up in a trash can the night before.

Perhaps the reason why the burden of interpretation was bestowed upon us is because we are yet another occasional Hyatt customers and not one of its elite members. Perhaps only after 10, 30, or 60 “qualifying nights”, will we finally gain this precious insight through the numerous trial-and-errors with Hyatt staffs along the way. Or perhaps the fellows at the elite-member-only service desk will then be happy to assist us with the deciphering. Either way, we will not be interested in finding out.

Date of stay: September 2019
    • Value
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Thank LovelyBears
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HyattLakeTahoe, Manager at Hyatt Regency Lake Tahoe Resort, Spa and Casino, responded to this reviewResponded 10 September 2019

Thanks for coming into Lone Eagle Grille! We're sorry to hear about your experience as it sounds like we didn't handle it with the normal level of professionalism and caring we always try to display. However, we would like to point out that at Lone Eagle Grille, we can never guarantee table requests. Our booking website and emails say in capital letters "PLEASE NOTE THAT ANY REQUESTS FOR PATIO AND WINDOW SEATING WILL BE NOTED, BUT NOT ALWAYS GUARANTEED." We always try, of course, but it's based on how long guests take to enjoy their meals and, unfortunately, sometimes it can be a wait past your scheduled reservation time if you want a window seat. It simply depends on how long other guests at the tables stay. We know that's frustrating, but that's why we try to make guests aware at the time of reservation; there are just not enough window tables for everyone who wants one (though every seat has a great view!)

However - it sounds like the notes on the booking pages and confirmation emails weren't quite enough, so we'll chat with our Lone Eagle team about additional ways we can get the message out. We never want not getting a window seat to ruin anyone's evening, which it sounds like is what happened with your party. We'll also make sure our management team across all departments know how to connect guests and managers if anyone wants to file a complaint or make suggestions on ways we could operate in a more guest-friendly manner.

In the meantime, we'd love to get you connected with a senior manager to learn more about your ideas and experiences as well as how we can improve service in the future. If you're willing, just send an email to Hyattlaketahoe@hyatt.com. We'll get it passed on to a senior manager so you two can connect directly about your visit. We're truly sorry for the hurdles you had to jump through to make your voice heard and hope that we can streamline the process by getting you connected with one of our managers. Thank you for your honest note!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 September 2019

It was our first trip to Beautiful Lake Tahoe and what a trip it was. My wife and I were celebrating our 10th Anniversary and we couldn't have been more pleased with our trip. Check-in was easy. The room was clean. The private beach (and pools) had the the most comfortable loungers in the world (and plenty to go around). The staff was friendly and very willing to help. Since I had let the staff know that it was our anniversary before arrival, there was complimentary chocolate covered strawberries and wine waiting in our room upon arrival!

Bottom line. If you've never been to Tahoe in the summertime -- GO! & Stay at the Hyatt Regency Lake Tahoe Resort!

Date of stay: August 2019
    • Location
    • Sleep Quality
    • Service
1  Thank perspiringcomic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HyattLakeTahoe, Manager at Hyatt Regency Lake Tahoe Resort, Spa and Casino, responded to this reviewResponded 7 September 2019

Happy anniversary!! We hope you had a wonderful weekend and are so honored you spent it with us. We love celebrating special occasions with our guests, so it's really our pleasure to do all we can to make sure you have a great time. Congrats on 10 years, and we wish you many more years of happiness going forward!

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Reviewed 3 September 2019

This resort is amazing in every aspect. Their staff went above and beyond as they always do. A bit pricey but if you can afford it’s definitely worth it. The beach area and pool was so relaxing. Must try is the Lone Eagle Grill. The chef prepared specials were delicious.

Date of stay: August 2019
  • Trip type: Travelled with friends
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    • Cleanliness
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Review collected in partnership with Hyatt Hotels
Thank Lisanna L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HyattLakeTahoe, Manager at Hyatt Regency Lake Tahoe Resort, Spa and Casino, responded to this reviewResponded 5 September 2019

It's so nice to hear that our staff have always created great experiences during your stays! We're always happy to read reviews from return guests and will be sure to share this note with Chef Hammett and his team in Lone Eagle.

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Reviewed 2 September 2019

Family of 4, 3 nights to visit Lake Tahoe. Great Hotel in a Great Location.
Ideal for hiking/biking out, relaxing, gambling, water sports, swimming pools, swimming in lake via private beach...….what is not to like? :-)

If we visit Lake Tahoe again we are staying @ Hyatt Regency Lake Tahoe Resort, Spa and Casino.

Date of stay: August 2019
    • Sleep Quality
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    • Service
2  Thank whatsitallaboutalfie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HyattLakeTahoe, Manager at Hyatt Regency Lake Tahoe Resort, Spa and Casino, responded to this reviewResponded 5 September 2019

Thanks so much for leaving this review! We're thrilled that the whole family had a great time - sounds like you were able to take advantage of some of Tahoe's best summer activities. We'll look forward to welcoming you back!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 September 2019

We've been to this property before and it is getting much worse. The walls are paper thin between many of the rooms with a single connecting door between rooms and guest noise is a BIG problem. The casino has higher limits, all blackjack and table games are dealt out of a shoe, the craps table is so bouncy that every few rolls the dice fly off the table. In short, other than for the location next to the lake, there is little reason to visit here anymore. This was our last visit.

Room tip: Do not get a room that has a connecting door if you don't need it
Date of stay: August 2019
    • Value
    • Sleep Quality
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2  Thank jicabo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HyattLakeTahoe, Manager at Hyatt Regency Lake Tahoe Resort, Spa and Casino, responded to this reviewResponded 5 September 2019

Thanks for staying with us and for leaving this candid feedback. We're sorry to hear your stay was unpleasant and welcome any suggestions or feedback you'd like to offer; just shoot us a note at HyattlLakeTahoe@hyatt.com with your reservation name and stay dates. We'll also share your comments with the Grand Lodge Casino team. If we do have the honor of hosting you again, please know that you can call our front desk at any time if anyone is violating our "quiet hours" policy, and we'll send our security team up to politely quiet the room down. Again, our apologies for your experience. We appreciate the honest feedback.

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