I'll start this off by saying that I have two jobs - one that I travel for and one in a hotel, as a front desk agent. Thus, I'm really not picky. I'm extremely easy going and I'm not demanding at all. I don't expect much, so it's wonderful to stay somewhere that exceeds my expectations.
That said, this is the worst hotel I have EVER stayed at.
I stayed here "twice", technically. There was a four day break in between my week long stays. This was nothing to do with the hotel, but actually just with my second job and where they were putting me for the night. My total time here is two weeks.
My first "stay", Alma (I believe was her name) checked me in. She is easily the friendliest employee at this hotel. She is so personable and sweet! She called me after I got up to my room to see if everything was okay and to ask what I needed for my kitchen. She definitely made a great impression and my stay was off to a great start.
I really have no complaints about the first week. It was peaceful, minus the barking dogs. I utilized the laundry room, which does the job (bring your own detergent if you don't want to use powder detergent!).
The lady who checked me out was rude, but I didn't really care because I was in a hurry to get to work.
So now comes the FUN part of the review.
I needed to adjust my dates for my reservation. I was checking in on a Sunday, but I really needed to change my arrival date to Monday. I tried calling the hotel THREE times. Do they not have a hotel operator? The first time, I hung up because I thought it was ridiculous that the only option was to either call their emergency after hours line or leave the front office a message. I called back a few minutes later, where I actually pressed the number for the emergency after hours line because I needed to get this taken care of IMMEDIATELY. The person who answered told me to call back "in a few minutes because the front desk was busy". REALLY!? No way! So I called back 20 minutes later and ended up just leaving a voice message. Did anyone ever call me back? Nooooo, of course not!
Thankfully, I had the brains to call the 1-800 number where they took great care of me and I got everything sorted out. Well, sort of. Not only did they adjust my arrival date but they somehow adjusted my departure date as well. Not sure how this happened, since I never said I wanted to stay an extra day, but thankfully I caught on at check in. It's a silly mistake really, if the guest doesn't say that they want their stay extended, then don't do it. Not to mention, my room was put on my Government Travel Card, so it would have been a whole lot of drama if it was charged for more than what was authorized to me.
Anyhoo, moving on. I checked out of my other hotel today and tried to check in around 12:30 pm, in which the front desk agent told me, "no, absolutely not. I have no clean rooms, so you can try back at 1:30 or at the check in time which is 3." Very rude! So I went off and killed about 3 hours around town, which was fine, because I did try to check in early so I did take that chance of my room possibly not being ready. Totally understandable.
I returned at 3:15 and guess what? My room still wasn't ready! And I wasn't the only one, there were about 6 people in the lobby. The front desk agent said it was because they were short staffed. OK, 1. You NEVER use that as an excuse in the hospitality industry. How unprofessional and good job on throwing your company under the bus. 2. Don't ever tell someone their room will be ready by a certain time and then fail to keep that promise. I'm glad I chose to wait to go grocery shopping until I checked in! On the brightside, my room was ready in about 10 minutes. I feel bad for everyone else who was in the lobby as the same girl was telling them it'll be 5-15 minutes before their room was ready. I have no idea how long they were waiting for because I got there last.
The room is definitely old looking. It does the job, but there are dings and scratches. The bathroom door barely clears the kitchen counter. The TV only gets 10 channels. The beds are uncomfortable. But whatever, I'm here to work so I won't be spending a ton of time in my room.
I called to have some items delivered to my room for my kitchen. It took about 45 minutes for them to be delivered. Probably because of the staffing issue.
I expect the remainder of my stay to go much like my last "stay". Quiet and uneventful, which is good in the hospitality industry. The room is okay, but the service here is terrible. Perhaps I'm just used to staying at Hilton's and Sheratons and Hyatts?
Pros: the kitchenette is nice, nice side of town, laundry room is good for people staying here for awhile, the grab and go breakfast is alright, the rooms have an iron and ironing board in them, the staff calls to make sure everything is okay with your room after you checkin (I'd try to sound happier about it, but whatever, I'm not the boss!)
Cons: horrible customer service, they never answer the phones (unless you call from your room), beds uncomfortable, barely any amenities (but I've never been one to get excited over amenities), housekeeping comes once a week (you can have daily housekeeping for a "nominal fee"), they only leave 4 towels in the room for you to use that week (with the option of trading them in for fresh ones at the front desk), the internet is either slow or doesn't work
Next time I need to travel up to Reno and stay for a long period of time, I'll be staying next door at the Marriott.
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- Also Known As:
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- Extended Stay America - Reno - South Meadows Nevada