Zephyr Cove Resort

During Christmas break, we like to go here and enjoy cocoa after hiking. It has a wonderful atmosphere, and they serve excellent cocoa. If coffee is your thing, they do Starbucks specialty drinks as well.

The room was a mess and absolutely horrible. We waited so long for our room to be ready and it wasn’t too bad until we saw the sofa bed which had hair, crumbs, and others horrible things on it. My families rooms didn’t even have a phone in their room. They had to manually find the manager or the person in charge to get sheets, towels, extra toilet paper, and pillows. My uncle was running around the grounds just to get more sheets. The TV in our room was broken and the person in charge said it was going to be fixed by 3, which it wasn’t. The only good part was the view and the water. The kayaking and other activities made up for it by a bit. I think the staff here is overall lazy and pretty useless when it comes to customer service. There are plenty of fine places to stay instead of here and just come here to enjoy the water. But then most places to stay near the water have a much greater experience.

***Update*** *Thank you for the maintenance men on site, Greg T and Kevin S. for turning our trip around! Saturday morning we flagged down one of the maintenance workers in golf carts on property before 8am. He checked out our water heater and let us know the broiler was now on and to give it some time. We went out for a hike and came back to perfect warm showers. So grateful! Then spoke to management about of first night experience. You guys responded swiftly and validated us. We felt heard. The rest of our stay has been enjoyable, location is beautiful. When we came back from our adventures Monday we were welcomed with a handwritten note and a gift from Greg and the team. My boys loved the hat and water bottle. Hope visit again in the summer.* We just arrived today at 5pm 2 adults and 2 children. The front desk informed us that the cable is out so TVs don’t work. We said OK no big deal we have tablets and the Wi-Fi is working, we will follow up tomorrow. We rested, went out for dinner. Now It’s 9 PM and there’s completely no hot water. it is freezing cold. I tried calling after line hour and Matthew answer the phone completely unprofessional, sounds miserable to be on the clock. I asked who I can speak with regarding no hot water or if there’s any maintenance and he told me “nobody it needs to wait till the morning”. We are currently boiling rounds on water to bathe the family after our 8 hr drive fromSoCal.

Thank you zephyr cove for hosting us we had a memorable stay thanks in a big way to MIS. JADE who checked us in and went above and beyond to ensure we got everything we needed to make our stay as pleasant as possible... because the 5⭐ customer service we got from miss Jade my family and I will be returning the following year.. I have to add that the 🚫chimney continuously kept turning off, 🚫there was no tv service. 🚫and no clean shower towels the Following day. since we stayed 3 days 🚫The dishes and kitchen were not clean Room linen was 🚫 not fresh But we made it work and believe zephyr cove cabins are worth a second try .

UPDATE: The manager Greg called me. He examined our room after my review and agreed it wasn't up to their standards. He has only been the manager for just a few short weeks and is in the process of improving things. Greg is very concerned with the guests having a great experience. I was so impressed with his concern and his outline for improving things. We will be back again. Excellent followup service! Thank you Greg! ---- My family has been here twice. The location is excellent. The restaurant (at least for breakfast) is excellent. But the rooms - dirty and unkept. Such a shame. 1. Apparently, they rent to people who have dogs. Because the bedroom doors and the bathroom doors were very scratched up by dogs. Why? Why let an animal destroy your room? I don’t get it. What person wants to spend big $$ and see this? 2. We had NO bathroom soap. Why wouldn’t they provide soap? 3. There was nothing to hang the bathroom hand towels on. Unprofessional. 4. Spiderwebs in the ceiling corners. 5. Dog food under the eating table. Nice… 6. Bathroom shower curtain was either stained or mildewed on the bottom 12 - 16”. Made you feel icky taking a shower. Why not be so dang cheap and buy a new shower curtain? 7. Some small gravel on the bathroom sink. Obviously it was not wiped down and disinfected. 8. Plastic moulding on the floor entrance ripped and partly missing. Should be replaced. 9. Carpet is SEVERELY stained. 10. Hole in the wall in the bathroom. Is it too difficult to fill it with some putty and slap some paint on it? My family felt the room was very unclean and we did not feel comfortable. I am sure the owner’s home isn’t like this. Why do you think it’s ok to give this quality to paying customers? Attention property owners: You should consider not renting to people who bring their animals. If the dogs are ripping into the wooden doors, they are also urinating and defecating on the carpet. Your location deserves better. -- Update: The rooms will be getting some needed TLC and we look forward to staying there again.