If I can give 0 star, I will do it. This was the worst experience that I ever had with any hotels in the Truckee area.
We checked-in in the afternoon and realized that there were no staff on duty after 10pm (didn't know it while booking).
I travelled with my 6-years old son. Around 10:10PM, after my son fell asleep, I went to my car to pick some personal stuff. But when I came back to my room, the room key didn't work.
My nightmare started at that moment. I called the emergency number on the list. The emergency number was a third party which could only send text messages to the hotel staff. I was in endless waiting and push around by different staff member in the next three hours. During these conversations, I begged them if they could let me back in the room before they sorted out their internal processes. 1. my son was in the room by himself 2. The heater in the room was on but the room has no thermal control. 3. I was so concerned about his safety. But nothing happened and it seemed no one from the hotel CARED.
When I got back in the room after 1AM (the key was in the locker all the time but they didn't give me), my son was dehydrated.
I decided to cancel my trip the next day due to this incident. Cut down my 3 days trip to one day.
The worst part is that after I complained several times and asked specifically management conversation after the incident, no one from the hotel ever reached out and explained to me what had happened.