Great location and staff, some upkeep issues.
Posted Nov 28, 2016 on Orbitz
The hotel is wonderfully located. It is next door to Donner Lake Recreation area, only one highway exit from downtown Truckee, and just right off the freeway but not too close (no noise). The staff was friendly to me and my family and accommodating. They had free hot chocolate and coffee which was much appreciated in the cold/snow. The bedrooms were quiet and comfortable.
There appear to be a variety of ways this hotel needs upkeep and isn't getting it. There were small details like broken bathroom locks in the room, broken phones in the room, and an elevator that was out of order. There were major eye sores like a pool that is 1/3 full of green algae water (visible from front entry) and had an electric cord hanging in it! (from a flood light).
The person checking us in was incredibly friendly but seemed poorly trained. WARNING. She said our orbitz reservation was underpaying for the value of the room and we "almost" didn't get the room we booked. She fixed it, I guess. But I thought that was weird. Her objection was that we were paying so much less than the (vacant) room normally goes for. She didn't give us wifi information and she forgot to take our license and credit card at check in. She was pleasant but the experience felt very confusing and unprofessional.
All in all, the experience was pleasant but I am glad we paid a discounted rate. If I had paid the "normal rate" she quoted for our room I would have been severely disappointed.