Club Tahoe Resort

Min H Kim

1

Jun 13, 2025

We booked our reservation through Priceline, which stated clearly that children aged 17 and under could stay free when beds were available. There was no mention of any occupancy restriction or six-person maximum on the listing. Based on that information, we reserved a unit for our family of seven—two adults and five children, four of whom are minors under 17. We selected Club Tahoe specifically because we believed our family would be welcomed under the terms outlined on the booking site. Upon check-in, the front desk employee, Brandon Musante, handed me a form to sign. He did not explain what it was or mention any occupancy limit. We later learned that the form was a Master Building Agreement (MBA), but at the time, there was no clarification or discussion. Later that evening, our daughters went to the front desk to ask for additional shampoo and conditioner. Brandon asked how many people were in our unit, and when they answered honestly, he told one of our minor daughters that we might be kicked out of the hotel. He did not come to speak with me or my husband, nor did he ask for clarification before making such a threat. This caused significant emotional stress for our children and left our entire family feeling unsettled. My husband, in particular, could not sleep that night and managed only three hours of rest due to anxiety about the situation. The next day, we brought the issue to the attention of the resort manager, Kathy Winter. She was kind, listened to our concerns, and apologized for what had happened. She stated clearly—in front of our children—that we would receive a refund for one night of our stay due to the distress caused by the hotel’s mishandling. She also said that Brandon would write an apology letter to our children for his conduct. Based on her sincerity and the respect we wanted to show to her as a manager and elder, we decided to wait patiently and not escalate the situation. Despite her assurances, the refund has still not been issued. For nearly two months, we have made repeated attempts to follow up, only to be told that Kathy was unavailable, out of the office, or would return our call. When we finally reached her again, we suggested that the refund be processed through Priceline. She agreed, claiming that it would be an easier method for her, but Priceline later informed us that the hotel had declined the refund request. When we asked Kathy about this, she told us she never received any confirmation letter to begin with, and therefore hadn’t sent a denial letter either. Priceline then contacted her again by phone, during which she gave them her email address and was told they were simply waiting on her approval response. That response never came. This makes it difficult not to conclude that the manager never intended to process the refund in the first place. What makes this all even more frustrating is how creepy the situation feels. Kathy looked us in the eye and spoke warmly—she promised the refund in front of children—but then disappeared for two months, avoiding us entirely. Her behavior feels manipulative and calculated. It’s disturbing that someone in her position would so easily lie to a family and especially to children. To make matters worse, Club Tahoe lacks transparency and isn’t even registered with the Better Business Bureau (BBB), making it hard to verify its reputation or file complaints. Staff seem friendly in person, but once you check out, communication stops and promises go unfulfilled. If you need a refund or help, resolve it before leaving—don’t expect follow-up later. We waited patiently, out of respect, and because we believed she would do the right thing. But it’s now clear she had no intention of following through. Our trust was taken advantage of, and we were misled repeatedly. Do not trust what the general manager at Club Tahoe promises she’ll do. If it’s not done in the moment, it likely won’t be done at all. I urge future guests to be cautious and to get everything in writing immediately, because promises made later are apparently meaningless at this resort.