Frequently Asked Questions
Whether it’s how to enter your room and/or our cancellations policies. Here you will find all the frequently asked questions that we hope will help you during your stay. If you don’t find the answer here, please do not hesitate to contact our customer support team. We will happily answer whatever questions you may have.
Upon booking, we will charge your credit card for 25% of the total booking.
We will charge the remaining amount due 72 hours prior to arrival.
Please carefully read our cancellation policy. Rarely can we make any
exceptions to this. Our customer support staff are instructed to follow this policy and company rules. To save any misunderstanding, we would be grateful if you can observe the following:
- If the guest cancels more than 72 hours in advance, any amount of the reservation that has been paid will be refunded, less a cancellation/refund fee of $35.
- If the guest cancels less than 72 hours in advance, no refunds will be given whatsoever.
- If the guest arrives and decides to leave early, the entire stay is
charged and is Non-Refundable. - In case of a “no-show”, the total price of the reservation will be
charged and is Non-Refundable. - No refunds will be provided for any wildfires, snowstorms, or natural events unless the city or property requires evacuation. If the natural event occurs within 72 hours of the reservation being made, the guest will be allowed to cancel or alter the reservation dates free of charge.
- There are only a few ways in which we can acknowledge cancellation of the guest’s reservation; the guest MUST contact booking channel where reservation was made (Expedia, Booking.com, Hotels.com, etc) and make the cancellation request directly through the platform, or if the reservation was created directly with our hotel or hotel website, you can contact us directly to cancel your reservation.
- All cancellations are confirmed via email immediately after the
reservation has been cancelled.
Please carefully read our Reservation Change Policy:
- For any change requests 72 hours or greater from the arrival date, no
FEE shall be charged. - For any change requests between 24-72 hours, there will be a $50
schedule-change fee. - No refunds will be provided for any wildfires, snowstorms, or natural
events unless the city or property requires evacuation. If a natural
event such as a wildfire, snowstorm, or natural event occurs within 72
hours of the reservation being made, the guest will be allowed to
reschedule their reservation.
We unfortunately cannot predict or guarantee what mother nature and weather conditions do. What we can guarantee is that you will have the room you reserved for the dates you reserved it. Please verify road conditions and travel plans as far in advance as possible. All Online Travel Agencies and cancellation policies are firm.
If Lake Tahoe is restricted (if roads are open these options do not apply), we have options for cancellation/refund/rescheduling your stay if your cancellation period has passed:
- You can reschedule.
- Resell the room — We can try and resell the room, and if successful, we will refund whatever the difference is toward your reservation charge if the room is rebooked (There are no guarantees the room will be rebooked), minus a cancellation fee of $35.
Up to date air quality ratings are available at https://www.purpleair.com/map?opt=1/mAQI/a10/cC0#9.39/38.9914/-120.0129
For the most up to date info on fires in the area and forest closures, you can visit https://www.fs.usda.gov/tahoe or https://www.fs.usda.gov/eldorado/
As new owners of the Playpark Lodge, we are in the midst of enhancing our services and offerings to our guests, and this goal includes offering a simple and nice continental style breakfast sometime in the near future.
Until the time that we roll out our breakfast options, please know that there are a plentiful number of breakfast places. Within walking distance, there is Bert’s Café, Ernie’s Coffee Shop, and Cuppa Tahoe. With only a short drive away, options include Crazy Good Bakery Café, The Getaway Café, and the Driftwood Café. For other options, you can refer to Yelp.
You can contact us directly by calling or texting the Playpark Lodge phone number +1.530.208.0333 between the hours of 8am to 9pm PST. After 9pm, support is limited, but we will do our best to respond.
You will receive your check-in codes after completing your Pre-Check-In requirements. They will not become active until the Check-In time. You will find your check-in codes in your email and text. This information is released and sent on the day of your arrival.
If you have not received any Access Codes/Check-In Codes, please contact our customer support by calling: +1.530.208.0333.
We are a self check-in, contactless hotel. Before your arrival, you will receive an email and text message prompting you to complete your Pre Check-In requirements.
If you have not received your Pre Check-In email or text, call +1.530.208.0333 and we will send you your Pre Check-In form via text or email.
Upon completing your Pre Check-In, you will receive your assigned room, and will be provided with your own unique Access/Check-In Code via email and/or text.
To Enter Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button.
To Lock Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button.
Check-In Time is 3:00pm PST.
Check-out time is 10:00am PST
The latest check-out time possible is 12:00pm. There is a late checkout fee of $25 per hour. Please contact the hotel directly for late check-out requests by texting +1 (530) 208-0333.
Our check-in time is 3pm. If an early Check-In is requested, we will confirm with our housekeeper if your room is ready, and we will respond to your request either via phone call, text, or email.
In order to access your assigned room, you will be provided with your own unique Access/Check-In Code.
To Enter Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button.
To Lock Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button.
If the door is having issues locking, make sure you pull the door closed all the way, so the locking mechanism lines up correctly.
Enjoy our High-Speed WiFi found throughout the Hotel.
WIFI NETWORKS: Playpark Lodge
WIFI PASSWORD: No Password necessary. Simply follow the sign-in instructions after connecting to the Wi-Fi for the first time. You will see a prompt to “finish signing in” in order to gain access to our complimentary Wi-Fi.
If your Access/Check-In code is not working. Please make sure you are entering it correctly. NOTE: The Smartlock will become unresponsive for 60 seconds after 5 failed attempts.
To Enter Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button
To Lock Your Room:
Enter Your Access Code on the Keypad followed by the ✔Checkmark button.
If your Unique Access Code is not working. Please contact our support team via our Guest App (Upper Right Corner Support Button) or Call or Text us: +1.530.208.0333
Each room or suite is stocked with everything you need for your stay and includes linens, toiletries, hair dryer…etc.
Our Signature rooms are equipped a wet bar and some kitchenware.
We do have a property manager on the property daily and available for guest support if needed. First, you must contact customer support via guest app or call or text : +1.530.208.0333
At this time, we only allow Dogs at this location.
We are PET FRIENDLY. We love hosting our furry guests (dogs only).
The pet fee is $40 per night for the first pet. For an additional pet, the pet fee is $20 per night.
There are only 2 dogs maximum allowed per room reservation.
Dog fees do not apply to ADA-compliant service dogs with complete papers and documentation but do still apply to emotional support animals (ESA).
Service Dog Fraud is a Crime – California Penal Code 365.7(a) – “Emotional Support Animals” and “therapy animals” are not ADA service Animals.
Pet rules are in place in order to ensure our property and guests remain safe.
These are the following rules all our furry friends must comply with:
- Please always keep pets on a leash on the property
- Pick up all dog poop and please use the back dirt area for the bathroom (not the center courtyard).
- No dogs allowed on the furniture or beds under any circumstances
- Do not use any linens, towels, or showers to clean your dog(s)
- No dogs left on the property or in the rooms unattended.
- No barking or noise disturbances allowed.
If any of the dog rules are violated, additional charges may apply, and your reservation will be immediately subject to cancellation.
This hotel location does not have Air Conditioning units. At 6000+ Ft in elevation in Tahoe it is unusual to get hot weather. And when it does, all rooms are equipped with ceiling fans and/or tower fans. Once the sun sets, it tends to cool down substantially.
For additional questions, concerns, or feedback, please call customer support at +1-530-208-0333.
We don’t have cable or satellite channels. You can stream free channels apps from the Roku home screen. You can also log-in using your own subscriptions. Be sure to enter the correct check-out date upon turning on the TV. This will reset and log you out automatically when you check-out.
Call +1-530-208-0333 and we’ll help you get your property safely back to you. We will charge the credit card number that is on record (or a different credit card number of your choosing) for the mailing charges.