Emerald Bay Village

Nice and convenient place

The accommodations were nice

The place was really good and the kitchen was fully stocked. Beds were very comfy.

Great place to spend a nice, quiet and family weekend.

There were a few spiders with spider webs and the controllers didn’t work. The room also had an odd odor.

We have stayed at Emerald Bay Village several times. My kids love the bunkbeds and the room is clean and comfortable. Previously, the only issue had been noise from adjoining rooms, given how thin the walls are. It entirely depends on who is in the adjacent room in terms of how much your night and sleep could be disrupted. On this most recent visit, the people in the next room had a group of friends staying and playing games loudly until past midnight. Another issue we had on this most recent stay was that the heater stopped working for about a day. I messaged the property contact person several times about this and received no response whatsoever. In the end I reset the Internet connection of the wall thermostat and the heater started working again. I had also informed the property contact person of the noise the night before. I did not receive responses about these issues. I would say that if there are no issues during your stay and you have no need for anything to be fixed and the people in the next room are not making noise late into the night, you will be satisfied with your stay. Final issue is that there is a keypad on the door lock and you get in with a code. They do not seem to be changing these codes over time, as we had the same code on two trips separated by about a year. So anyone who has stayed in that room in the past is able to get in with the same code. This seems like a suboptimal situation and a potential security risk.

Emerald bay village was perfect for our trip to tahoe. Its was close to everything without being in the hustle of downtown. Very esthetically pleasing with extremely comfortable beds and linens.

Definitely I will come back

Was initially surprised when the inside cabin looked nothing like the online photos. The cabin was cozy and had a nice little kitchen except the little dorm fridge froze all of our freshly purchased produce (on lowest setting). The bathroom had an open window that could not be shut and someone had placed a piece of foam to cover it, but it was freezing. I had initially received emails from the property upon arrival and tried to contact them via text, phone and email, but no one responded.

Summary: property management is non-existent. They never responded to any of our calls or messages regarding broken plumbing. This is not a hotel. There is no on-site management. We did a self check-in with the door code provided in a message. The room was largely as pictured. Wife started to take a shower, during which daughter had to urinate. Daughter informs us the toilet did not flush. Wife exits the shower and notes it is draining slowly; the water is about an inch deep. I use the plunger on the toilet but it does not budge. We notice the water in the shower is actually not draining at all because the soap suds are not moving toward the drain. Over the course of the next hour, we call the number given in the check-in message 3 times. The number goes straight to voicemail and we left a message each time. We also sent 2 messages via the hotels.com app, providing our phone number. These messages were never returned. We called hotels.com twice and they confirmed that they also could not reach the property manager. Hotels.com agreed to initiate a refund and credited us 50 dollars for our trouble. We scrambled to find other lodging for the night -- the water level in the toilet and shower had not receded at all in nearly 3 hours. The property sent us check-out instructions the next day as if nothing happened. They refused to issue a refund and hotels.com is citing no specific policy in standing with their decision. We will not stay here or book with hotels.com again.