Marriott's Timber Lodge

Location

One night we were covered (even in the room) by smoke from the wood they were burning at fire pit, room cleaning was by demand

Very clean Very nice employee guest services

Nothing

Great location.

Not much of a view.

We had an excellent 2-night stay at the Timber Lodge over the Easter weekend (closing date for skiing at Heavenly). Location is central right at the Heavenly Village and its scenic gondola. From the Village, there’s free shuttle to Heavenly’s California base. Target is just a 5-minute walk away, great for grabbing easy meals to make in the fully-equipped kitchen in-suite. The suite even has a dryer and washer unit, which we did not use but would be very useful for long stays. Our room was on the 4th floor facing the pool. I was worried about noise but even with lots of people at the pool and BBQ area, noise wasn’t a bother at all. We played bingo one evening at the lobby. Also borrowed a board game to play; can borrow 2 at a time. The only complaint was that we had late check-out at 11:30am from the front desk at check-in, but a staff still knocked on our door at 10am. It was unexpected that the hotel wanted guests to take out the trash and run the dishwasher before check-out. We did comply though. There’s only valet parking and it’s $45 per night charged to the room. Overall, it was a wonderful property to stay at. We would recommend to others and stay here again.

I'll get right to it. I valet parked the car and it was working fine with no issues. I went to pick up the car at check out and tire pressure was down in one of the tires. I went to go fill up the air at a gas station and found a nail. I took a picture and sent a message to valet service. I spoke to the manager Nik who said that there is no way of proving that it was them. I escalated to Timber Lodge manager Bianca to see if there was anything else that could be done. The response I got was it couldn't have happened with them because their garage is very "clean." She could send it to "Nicky's" manager, but no way of proving it was them. Yes, I do not have live video footage showing you guys running over a nail. All I have is a customer experience where I dropped of the car with no problems and now my car has a nail in the tire and documentation. I realize they have a lot of business and it doesn't matter to them how they treat their guests, but I do think it is important to call out a business that has no integrity (i.e. the valet). Lastly, if you are in a managerial position perhaps you should try to help the customer instead of saying you can't prove it was us. I get that its all about money these days, but some times customers appreciate a little integrity.