Business ProfileforThree Peaks Resort & Beach Club

My son and I decided to take a last minute to trip to Lake Tahoe for the Christmas weekend, December 25, 2021. Living in the Bay area for over 8 years, we've never been to Tahoe. My son had just turned 18 that month. So this was going to be a great gift to finally see what was in our own backyard. So I booked two guest rooms at the Three Peaks Resort and Beach Club at $200.00 each, for a total of $400.00. I booked the rooms through Expedia and was excited to get such a great rate at the last minute. Well, we both were super excited to go. We even took our dog since the Three Peaks Resort is dog friendly. However, the weather conditions quickly took a turn for the worse that day. We thought we were prepared and brought tire chains so we could safely travel in the snow. However, when we got to the point on the road where tire chains were needed, we stopped to put them on. We drove into an area called Fresh Pond, just 46 miles south of the hotel. We asked for help putting on the chains. The convenience store we parked at had an employee helping with chain installation. He did everything to make our chains fit, but said he couldn't put them on. We tried to purchase another set of chains from the store. But everyone was inside buying chains. The store did not have our size, so we were stuck. I immediately called the hotel and talked to a front desk agent, ********. I told her our situation and that there was no way we'd be able to physically make it to the hotel without chains. She said they had a strict holiday cancellation policy that night, but if I called Expedia, she'd authorize one of my rooms to be refunded. However, after Expedia called her back, she refused saying she could only refund the money if I had more than one night. So I called her back immediately and reminded her we had just talked and that she agreed to refund one of the rooms. She said she misunderstood and that she could only give me a refund if I had more than one night stay. I told her when we first talked she confirmed I was staying for one night with two rooms. She said she misunderstood and that there was nothing she could do. I again told her it was no way for us to physically get there. She again unempathetically said there was nothing she could do. I unfortunately had to spend another $200 to be towed 8 miles down the mountain, where tire chains were no longer needed. It was a pure fiasco and extremely stressful. The next day Expedia called me to say they were going to reach out to the General Manager of the hotel to see if they could help me. They later contacted me saying they were unable to reach the General Manager. A few days later I also tried to reach the General Manager, who they said is *******. I left a detailed voice message on ********* voicemail. The hotel staff would not give me her email address and said she would pick up the voicemail and get back to me as soon as possible. I never received a return call. I then tried a couple more times, each time they said she was not available and to leave a voicemail. To date I still have not had a return call by the hotel. I have worked in the hospitality industry as a Director of Sales, and now a Director of **************** for over 24 years. I understand there are policies. But I also understand there are extenuating circumstances. The situation I was in definitely qualified as an extenuating circumstance. But it fell on deaf ears without any resolution. As a consumer, you try to do business with an establishment hoping they will be professional and courteous. So far, the 3 Peaks Resort and Beach Club have been neither. It's incredibly disappointing they are choosing to handle business this way.