Seasonal outdoor pool

Reviews of Big Pines Mountain House

2 out of 5
Big Pines Mountain House
4083 Cedar Ave, South Lake Tahoe, CA

Reviews

6.2
Rating 10 - Excellent. 194 out of 1002 reviews" "
Rating 8 - Good. 238 out of 1002 reviews" "
Rating 6 - Okay. 209 out of 1002 reviews" "
Rating 4 - Poor. 180 out of 1002 reviews" "
Rating 2 - Terrible. 181 out of 1002 reviews" "

6.4/10

Cleanliness

7.0/10

Staff & service

5.8/10

Amenities

5.8/10

Property conditions & facilities

5.6/10

Eco-friendliness

Reviews

6/10 Okay

pietro

Traveled with family
was good
Stayed 1 night in Apr 2024
Response from Manager on 2024/4/23
Hello pietro, We appreciate your feedback and are pleased to hear that you had a good experience during your stay with us. Should you have any further comments or suggestions, please do not hesitate to contact our management team directly for further assistance. Thank you for choosing our hotel, we hope to welcome you back soon.

10/10 Excellent

Cameron

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great value
Stayed 1 night in Apr 2024
Response from Manager on 2024/4/17
Hello Cameron,We are pleased to hear you found our hotel to be a great value. Your feedback is important to us and we appreciate you taking the time to share your experience. Should you have any further comments or suggestions, please do not hesitate to reach out to us.

10/10 Excellent

Kathleen

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great location
Stayed 1 night in Apr 2024
Response from Manager on 2024/4/17
Hello Kathleen,We are delighted that you appreciated our convenient location. Your feedback is greatly valued as we strive to provide an enjoyable experience for all our guests.

10/10 Excellent

Abigail

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great value
Stayed 1 night in Apr 2024
Response from Manager on 2024/4/17
Hello Abigail,We are pleased to hear you found our hotel to be great value. Thank you for sharing your experience with us! Your feedback is appreciated and we hope to welcome you back in the future.

8/10 Good

Bulmaro

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Manager on 2024/4/11
Hello Bulmaro,We appreciate you choosing our hotel for your stay! If you have any feedback you'd like to share, please don't hesitate to reach out to us. We hope you had a pleasant experience and look forward to welcoming you back in the future!

10/10 Excellent

Haley

Stayed 3 nights in Apr 2024
Response from Manager on 2024/4/26
Hello Haley,Thank you for staying with us! We are thrilled to hear that you had a wonderful experience at our hotel. We look forward to welcoming you back soon for another enjoyable stay!

10/10 Excellent

Evon

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great location
Stayed 1 night in Mar 2024
Response from Manager on 2024/4/1
Hello Evon,We are delighted to hear that you enjoyed our hotel's convenient location. We always strive to provide a prime spot for our guests to explore the area's attractions. Thank you for your feedback on this aspect of your stay!

10/10 Excellent

Carlyle

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great value
Stayed 1 night in Mar 2024
Response from Manager on 2024/4/1
Hello Carlyle,We are pleased to hear you found value in your stay with us. Your feedback is important to us as we strive to provide a positive experience for all guests. Thank you for choosing our hotel, and we hope to welcome you back in the future.

10/10 Excellent

Susan

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Value for money
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/31
Hello Susan,We appreciate your feedback and take all comments into consideration for future improvements. If you have any further concerns, please do not hesitate to contact our management team.

10/10 Excellent

Justice

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great location
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/29
Hello Justice,We are delighted to hear you enjoyed our hotel's prime location. Should you have any further feedback, feel free to reach out to us directly. Your input is valuable to us as we strive to enhance our guests' experiences.

10/10 Excellent

Jayda

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
a pleasant stay
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/29
Hello Jayda,We appreciate you taking the time to share your experience with us. It's great to hear that you had a pleasant stay. We strive to provide exceptional service to all our guests. Should you have any further feedback or if there is anything else we can assist you with, please do not hesitate to get in touch with us.

10/10 Excellent

Aiden

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great value
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/24
Hello Aiden,We appreciate you recognizing our hotel's great value. Guest satisfaction is our priority, and we strive to offer excellent service and amenities to all our guests. If you have any further feedback or suggestions, please feel free to contact our management team.

10/10 Excellent

Brayden

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great location
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/24
Hello Brayden,We are delighted to hear that you enjoyed our hotel's convenient location. Your feedback is valuable to us as we strive to provide an exceptional experience for all our guests during their stay. Thank you for choosing our hotel, we look forward to welcoming you back in the future.

10/10 Excellent

Harley

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Value for Money
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/24
Hello Harley,We appreciate your feedback and regret to hear that you did not feel your stay matched your expectations. We strive to provide a comfortable experience for all guests. Any further concerns can be addressed by reaching out to our management team directly. Thank you for choosing our hotel for your stay.

10/10 Excellent

Narelle

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Value for Money
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/24
Hello Narelle,Thank you for sharing your feedback with us. We appreciate your comments and will take them into consideration for future improvements. We always strive to offer competitive prices in line with the quality of service provided to our guests. Your insights are valuable to us as we continue to enhance the overall guest experience.

2/10 Terrible

Marlyn

Front desk is very friendly and welcoming. I was disappointed of the temperature in the room 54 degrees during winter time. took a long time to heat the room. Remote controls for tv and cable has no cover on the back, I find that a joke. I used to managed hotels in town, and I would never let my maintenance to put a remote without a cover. Bathroom toilet has hairs and peep residue. I left the room after 2 hours being inside freezing. Did not bother letting front desk agent know because he is not in the lobby at 8pm. He is staying in his room and watching the camera. I don’t think kg ks worth paying that high.
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/22
Hello Marlyn, We appreciate your kind words about our front desk staff. We apologize for any discomfort you experienced with the room temperature and remote controls. Please note that we are constantly working to improve our services and facilities for our guests' comfort. Thank you for sharing your feedback, and we hope to welcome you back for a better experience in the future.

10/10 Excellent

Adriana

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/22
Hello Adriana,Your five-star rating is greatly appreciated. We are thrilled to hear that you enjoyed staying in our hotel. Thank you so much, waiting to serve you again!

2/10 Terrible

Savanth

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Worst place to stay
Stayed 1 night in Feb 2024
Response from Manager on 2024/3/16
Hello Savanth, We are sorry to hear about your experience. Guest feedback helps us improve our services for future stays. If you'd like to share more details, please contact our management team directly to assist you further. Your input is valuable to us.

8/10 Good

Tanesha

Liked: Staff & service
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/16
Hello Tanesha,We're delighted to hear you had a pleasant stay with us. If you have any further comments or suggestions, please feel free to reach out to us so we can continue improving our services.

10/10 Excellent

Warren

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great value
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/12
Hello Warren,We appreciate you taking the time to share your feedback with us. Should you have any further comments or concerns, please feel free to contact our management team directly. Thank you for choosing to stay with us.

2/10 Terrible

Felicia

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We requested a Family Suite, the bunk bed was missing screws and was placed parallel to window. The king bed was not placed appropriately at wall. The pillows kept falling in between wall and bed because there was no head board and the frame was misplaced. There was no bathtub for kids bathing. The heater did not work. The refrigerator froze everything. Also the designated parking was completely taken by tourists. In the second night of reservation we had just arrived from snow park. As we fed our 5 grandchildren dinner at 6pm the staff knocked on room door to let us know the neighbors complained of noise. He told us we had to keep the noise a minimum at 6pm. I told him we are in a family suite with 2 toddlers and 2 babies. That cry and have fits just as all babies do. I believe the noise ordinance time is 10am- 10pm. Our last night was ruined trying to keep kids quiet. I feel that was very unacceptable. This place is a motel not hotel.
Stayed 2 nights in Mar 2024
Response from Manager on 2024/3/13
Hello Felicia, We apologize for any inconvenience you experienced during your stay. Our team will address the maintenance and room layout issues mentioned to enhance guest comfort. Regarding noise complaints, we strive to ensure a peaceful stay for all guests, and appreciate your understanding in maintaining a quiet environment. Your feedback is valuable in improving our services for future guests.

10/10 Excellent

Grace

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great location
Stayed 1 night in Mar 2024
Response from Manager on 2024/3/9
Hello Grace,We are pleased to hear that you enjoyed our hotel's convenient location. We strive to provide our guests with a prime spot for their travels. Your feedback is greatly appreciated, and we hope to welcome you back in the future.

10/10 Excellent

Zhan

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great Value
Stayed 1 night in Feb 2024
Response from Manager on 2024/3/5
Hello Zhan,We're pleased to hear you found our hotel to be a great value. We strive to offer our guests a comfortable and enjoyable stay. Your feedback is valuable to us for future improvements. Thank you for choosing to stay with us.

10/10 Excellent

Peppe

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great Location
Stayed 1 night in Feb 2024
Response from Manager on 2024/3/5
Hello Peppe,We are delighted to hear that you enjoyed our hotel's convenient location. We hope you had a wonderful stay and look forward to welcoming you back in the future!

4/10 Poor

Robert

Traveled with family and small children
Disliked: Amenities, property conditions & facilities
Thin walls, crowded parking, dated, and overall needs a facelift
Stayed 2 nights in Feb 2024
Response from Manager on 2024/3/3
Hello Robert,We appreciate your feedback and will share it with our team for future improvements. We strive to enhance our guest experience continually.

4/10 Poor

Karl

Disliked: Cleanliness, amenities, property conditions & facilities
Good location. Easy parking. Poor water pressure on ground floor. Room needed to be swept and mopped. Cleanliness was poor. Staff was nice
Stayed 1 night in Feb 2024
Response from Manager on 2024/2/29
Hello Karl, We appreciate your feedback on our convenient location and parking facilities. We will share your comments on water pressure and cleanliness with our team for improvement. It's great to hear you found our staff to be friendly during your stay.

10/10 Excellent

Sahid

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location
Stayed 1 night in Feb 2024
Response from Manager on 2024/2/24
Hello Sahid,We're delighted to hear you enjoyed our convenient location during your stay. We appreciate your feedback and hope you had a wonderful time exploring the area. Thank you for choosing to stay with us, and we look forward to welcoming you back in the future.

6/10 Okay

Guillermo

I ask for a no pet room but the room they gave me still has that wet animal odor. The tv control remote doesn’t work and they said I have to wait till tomorrow morning to get a different one. I’m only staying here for one night so that is not good.
Stayed 1 night in Feb 2024
Response from Manager on 2024/2/27
Hello Guillermo, We're sorry to hear about your experience. We appreciate your feedback and will share this with the team for improvement. For any future concerns, please don't hesitate to reach out to our management.

10/10 Excellent

James

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A pleasant stay
Stayed 1 night in Feb 2024
Response from Manager on 2024/2/22
Hello James,We appreciate you taking the time to share your experience with us. If there are any specific suggestions or concerns you'd like to discuss further, please feel free to reach out to our management team. We value your feedback and hope to welcome you back in the future.

2/10 Terrible

Lok Man

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Spider, flys, dead flys on mirrors in the bathroom. TV tilted coffee table felt like it’s going break apart, outlet don’t work, blower dryer does not work, one good thing is that is quiet but also because no one want to come here! Sink and towel all stain!
Stayed 1 night in Feb 2024
Response from Manager on 2024/2/21
Hello Lok Man, Thank you for sharing your feedback with us. We appreciate your comments and regret to learn about the issues you experienced during your stay. We take all feedback seriously and will address these concerns with our team. Your insights help us improve the guest experience.

8/10 Good

David, Pine

Liked: Staff & service
Staff always ready to help.
Stayed 17 nights in Jan 2024
Response from Manager on 2024/2/20
Hello David,We appreciate your kind words about our helpful staff. Should you have any future needs, don't hesitate to reach out to us.

4/10 Poor

Larisa

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Very old hotel. Our room looked very poorly maintained. Toilet leaked, no side table lamps. Very noise heater, weird holes on the walls and ceiling. Surprised to see such a hotel room in California, in Tahoe area to be honest.
Stayed 1 night in Feb 2024
Response from Manager on 2024/2/9
Hello Larisa,Thank you for sharing your feedback with us. We apologize for any inconveniences you experienced during your stay. We strive to provide a comfortable and well-maintained environment for our guests. We appreciate your insights and will address your concerns accordingly.

2/10 Terrible

Gordon

Stayed 1 night in Feb 2024
Response from Manager on 2024/3/22
Hello Gordon, We strive to provide a top-notch experience for all our guests. Please feel free to contact us directly to discuss your stay further.

10/10 Excellent

Steve

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A pleasant stay
Stayed 1 night in Feb 2024
Response from Manager on 2024/2/8
Hello Steve,Thank you for choosing our hotel for your recent stay. We're glad to hear that you had a pleasant experience. We take pride in providing exceptional service and facilities to our guests. Please feel free to share any specific feedback or suggestions you may have for us. We appreciate your support and hope to welcome you back in the future.

10/10 Excellent

William

Liked: Cleanliness, staff & service, property conditions & facilities
The staff is very friendly and they are always ready to give the correct information.
Stayed 1 night in Feb 2024
Response from Manager on 2024/2/9
Hello William,Thank you for sharing your positive experience with our friendly and knowledgeable staff. We take pride in providing accurate information to ensure a pleasant stay for our guests. If you have any further feedback or need assistance, please feel free to contact us.

2/10 Terrible

Ana

Traveled with pets, Traveled with family
Had to take a cold shower, and it’s snowing outside, o have asthma so not a good combo, heater isn’t heating the whole room, tv does not work. Want my money back.
Stayed 1 night in Feb 2024
Response from Manager on 2024/2/6
Hello Ana, Thank you for sharing your feedback with us. We apologize for any inconvenience you experienced during your stay. We understand the importance of a comfortable room and we regret that the heater did not meet your expectations. We appreciate your patience and understanding, and we have notified the appropriate team to address the issues mentioned. We encourage you to reach out to our management team directly to discuss compensation options.

2/10 Terrible

Sridhar

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Heater was not working (dec 24)
Stayed 1 night in Dec 2023
Response from Manager on 2024/1/27
Hello Sridhar, Thank you for bringing this to our attention. We apologize for any inconvenience caused by the heater not working. We appreciate your feedback and will address this issue with our maintenance team to ensure it is resolved promptly.

10/10 Excellent

Emily

Traveled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location. Room was clean enough but definitely outdated. Hair dryer did not work in my room, but other than that no issues. Staff was very friendly! Will stay again
Response from Manager on 2024/1/10
Hello Emily,Thank you for choosing our hotel and sharing your feedback with us. We're delighted to hear that you appreciated our great location and clean rooms. We apologize for any inconvenience caused by the outdated decor and the hair dryer issue. Our friendly staff is always here to assist, and we're glad to know they made a positive impression on you. We look forward to welcoming you back on your next visit.

10/10 Excellent

Tony

Stayed 2 nights in Dec 2023
Response from Manager on 2024/1/17
Hello Tony,We are thrilled to hear that you had a wonderful stay at our hotel. Your satisfaction is our top priority and we are delighted that we met your expectations. Should you have any further feedback or suggestions, please do not hesitate to reach out to us. We hope to welcome you back soon for another fantastic experience.

6/10 Okay

Sunil

Traveled with family
Disliked: Amenities
I feel I have overpaid for this property
Stayed 1 night in Dec 2023
Response from Manager on 2023/12/26
Hello Sunil, Thank you for sharing your feedback with us. We understand that you may have concerns about the value of your stay. Our rates are determined based on various factors such as location, amenities, and market demand. We encourage you to contact our management team directly to discuss your specific concerns further.

10/10 Excellent

Jessica

Traveled with family
Liked: Staff & service, property conditions & facilities
Front desk associate!! By far, most spectacular customer service 👌
Stayed 2 nights in Sep 2023
Response from Manager on 2023/12/16
Hello Jessica,Thank you for your kind words! Our front desk associates strive to provide exceptional customer service. We greatly value your feedback and hope to welcome you back in the future.

10/10 Excellent

Janice

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Manager on 2023/12/16
Hello Janice,Thank you for choosing our hotel for your stay. We are delighted to hear that you had an excellent experience. We look forward to welcoming you back in the future.

10/10 Excellent

Edgar

Stayed 1 night in Nov 2023
Response from Manager on 2023/12/7
Hello Edgar,Thank you for choosing to stay with us during your recent visit! We are delighted to hear that you had a fantastic experience at our hotel. Your satisfaction is our top priority, and we strive to provide exceptional service to all our guests. We look forward to welcoming you back for another wonderful stay in the future.

2/10 Terrible

Danette

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The way I was treated and that they called me POLICE ON ME AND MY HUSBAND FOR TALKING ON THE PHONE WITH OUR COUSIN. I FELT XERY VIOLATED AND THEN HAD NOTHING THAT THEY ADVERTISED. NO COOKING UTENSILS NO GARBAGE CAN JUST TOTALLY AWFUL. WOULD NEVER RECOMMEND TO A BEAR
Stayed 2 nights in Nov 2023
Response from Manager on 2023/12/2
Hello Danette, We apologize for any misunderstanding or inconvenience you may have experienced during your stay. Our priority is to ensure the safety and comfort of all our guests, hence certain protocols are in place. We regret if you felt violated due to the phone conversation incident. Regarding the amenities, we appreciate your feedback and will further investigate the matter to ensure it complies with our advertised services. Remember, your satisfaction is important to us and we welcome any future opportunity to serve you better.

6/10 Okay

Zoe

Liked: Staff & service
Stayed 1 night in Nov 2023
Response from Manager on 2023/11/30
Hello Zoe,We value your stay and want to ensure your satisfaction. If you have any specific feedback or concerns about your experience, please reach out to us directly so we can address them accordingly.

10/10 Excellent

Rebekah

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great spa room!
Great spa room!
Stayed 1 night in Nov 2023
Response from Manager on 2023/11/17
Hello Rebekah,We're delighted to hear that you enjoyed our spa room! Thank you for your feedback and we hope to welcome you back soon for another relaxing stay.

4/10 Poor

Danielle

Traveled with family
Disliked: Amenities, property conditions & facilities
Walls are paper thin and you can hear everything in the next room. Woken up at 1am from next door guest, kids running around, slamming cabinets, talking very loudly. Did not stop until almost 4am and was unable to contact anyone at this time of night and no one in office at check out, just had to drop card keys in the box. Sheets were stained and there were little seed type things all over and on bed. Not sure what it was. Yes the room is on the cheaper side but still not even worth that much.
Stayed 1 night in Nov 2023
Response from Manager on 2023/11/15
Hello Danielle, Thank you for sharing your feedback with us. We apologize for any inconvenience you experienced due to noise disturbances from the neighboring room. We understand the importance of a peaceful stay and will make sure to address this issue with our staff. Regarding the cleanliness issues you mentioned, we have informed our housekeeping team to ensure that such occurrences are avoided in the future. We appreciate your valuable input and hope to have the opportunity to provide you with a more enjoyable experience in the future.

6/10 Okay

Kelle

Traveled with family
Liked: Staff & service
1st room, fireplace not working. Hotel person tried their hardest to get it working, but no. Got moved to a different room. Fireplace was working, but floor was sticky and had to have hotel person come back again the next morning to make my TV work. Bravo to the staff, but some attention needs to be paid the cleanliness of the rooms and their amenities.
Stayed 1 night in Nov 2023
Response from Manager on 2023/11/12
Hello Kelle,Thank you for sharing your feedback about your recent stay. We appreciate your recognition of our hardworking staff for their efforts to address the fireplace and TV issues. We apologize for the inconvenience caused by the cleanliness of the room and amenities. Rest assured, we will address this matter with our housekeeping team to ensure a better experience for future guests.

8/10 Good

Kriss

Stayed 1 night in Oct 2023
Response from Manager on 2023/11/12
Hello Kriss,Thank you for choosing to stay with us. We appreciate your positive feedback and are glad to hear that you enjoyed your stay overall. We apologize for any inconvenience you experienced and will take your feedback into consideration for future improvements. We hope to have the opportunity to welcome you back in the future for an even better experience.

2/10 Terrible

Angela

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Upon check in, there was no one at the front desk. (5pm) And then we were assigned to a room that was not made up. Returned to front desk to get another. The whole time being reassigned the new room the clerk kept saying please do not give us a bad review. The second room, the lights kept flickering off/on. The hot and cold water was inconsistent in the shower. Overall I would not recommend not even for the room rate. The previous responses on here from the staff state they are trying to fix the issues....I cannot see where any improvements have been made.
Stayed 1 night in Oct 2023
Response from Manager on 2023/10/21
Hello Angela, We apologize for the inconvenience you experienced during check-in and with your room. Please be assured that we take your feedback seriously and will address these issues with our team to ensure a more pleasant stay for our guests. Thank you for bringing this to our attention.