Innsbruck Lodge

Buyer beware! We booked a room in April 2022 for 4th of July and during our travels to June Lake on Friday, June 1st we receive a call from Innsbruck Lodge. My credit card was stolen after we booked the initial reservation and the business had yet to charge my credit card. They were attempting to charge on Friday and it naturally declined. We provided the woman on the phone our credit card details and apologized. She confirmed over the phone everything was good to go. Come Sunday July 3rd we recieve another call from a different staff member with an accent stating the credit card had declined and they would need to collect another credit card. I stated I thought this was odd as we had been contacted on Friday and provided updated credit card information. I asked the woman to check again and was concerned because the site was calling me again requesting my credit card over the phone after we receiving confirmation everything was good moving forward. As we are speaking the woman threatens to cancel the reservation if I refused to provide payment. No apologies and just insinuating that we were providing bad credit card details. Stated to the staff member that she was being unprofessional and I didn't think it was necessary to threaten to cancel the reservation over the 4th of July holiday. She demanded I provide her with credit card number right then and there and again stated she would cancel my reservation. I told her I would call my bank and then call the lodge back directly. I reviewed my account to make sure the business hadn't already charged me and verified there was nothing wrong with my account. At this time we were not feeling comfortable with providing this business with our patronage due to the interaction with the staff member over the phone. We found other available accommodations and called the lodge back and a gentlemen answered the phone and I quickly explained we recently spoke with a staff member who rudely threatened to cancel our reservation due to not providing payment and considering how this was handled we were not comfortable with providing our credit information again. As per the last person we spoke with we were okay with the lodge canceling our reservation. He seemed aware of the situation and stated the reservation would be canceled if we submitted a cancellation request in writing. I explained I didn't understand why this would be necessary and that the lodge staff member suggested she was going to cancelation the reservation without this requirement. I told him I was calling back as a courtesy to ensure the lodge didn't hold the reservation and to cancel it as previously suggested by the woman who called us demanding payment. He stated something to the affect "who are you to make up the rules?" I explained as per the lodge's staff member they didn't have the correct payment detail and the credit card I provided was declining, we did not feel comfortable with doing business with them and was hoping they could rebook

Literally the worst hotel management I've ever dealt with! The hotel definitely has a nice central location to the village and cheaper price but aside from that I would have given a zero star rating if possible. The hotel does need some renovations for their paper thin walls and floors (you can hear every word and footstep if people are in the room above yours so don't expect a very sound sleep), the rooms are extremely small as this looks to be an older converted home into hotel (there were barely 2 feet walking space between the bed and walls to walk from the bed to the bathroom/bedroom door), and the manager/owner Heike Albrecht is probably the worst person I have ever had to deal with in this type of environment. She even had the audacity to try to scold and verbally berate me and then charge a daily bill for my service animal! I would NEVER suggest this hotel to anyone! If anything, this should be a warning to stay away at all costs. I waited a while to post this review because even after we checked out after our 3-day stay, the owner then tried to make false claims of my trained service animal asking for proof and documentation outside of the law with ADA standards (keep in mind this was all done via email instead of politely coming to speak with us during our 3 night stay whereas I would have been more than happy to provide anything they thought would suffice)... then AFTER WE LEFT she still charged a $75 pet fee which my credit card company gladly reimbursed. I've also filed a complaint with the ADA on her practices and saved multiple back and forth emails of her trying to argue with me after the fact. Buyer beware and look up her other negative reviews online