Courtyard by Marriott Reno Downtown/Riverfront — Hotel in Reno

At 749 am I called the Front Desk of the Courtyard Marriott Downtown Riverfront. I called the hotel to give my reward number and to see if there were any upgrades available. I spoke with Dana Arias who informed me that I needed to wait until I arrived at the hotel. I would need to go to give my rewards number and check for updates when I arrived. She stated she noted my account, she also noted I’d be checking in early.

I arrived at the hotel at 126 pm, I went to the desk and began the check in process. The woman at the desk was Dana, I asked her about my upgrade. She told me there were none available. Dana also stated that I was supposed to reach out to their sales representative before check in. In order to receive an upgrade, although I am a Platinum Elite member. I believe she stated his name was Mark. I explained to her this was not our normal procedure. We are not supposed to have contact with the sales person. We are supposed to call the hotel directly and give our number and ask about upgrading. After a few minutes of going back and forth she stated let me grab the Assistant GM (Brian Blunt).

Brian came over to the desk and he is immediately annoyed. I begin to explain the issue, Dana also chimes in with what she believes the policy to be. At this point Brian states that I need to reach out to my supervisor. He stated that the hotel emailed our tour manager and informed them. That each cast member with a rewards number needed to reach out to the sales representative. We were supposed to contact sales weeks prior to our check in with our number to get upgraded. Brain stated we missed our upgrade deadline and that I needed to blame management.

I kept attempting to explain to Brian that this was incorrect, we are told to contact the front desk. He began laughing and stated that I had not done what I was supposed to do.

I stated please stop laughing this is not helpful or professional behavior. Dana then said would you like me to get the General Manager (Tim Burke). I said yes, at this point Brian stormed off into the back office. As I was speaking with Tim he stated I needed to speak into his ear because he was hard of hearing. I got close to Tim and spoke directly into his right ear as I was calling Deb.

Dana began to explain what was going on, I also began to explain to him Tim what was happening. As Dana was giving Tim information I called Company Management. I gave the phone to Tim so he could speak with Deb. I spoke with Deb and she stated she’d handle it. As I stood there continuing to speak with Tim. I said to Tim that this whole situation was very upsetting particularly being a person of color. I explained to Tim that the Customer Service I had received was unprofessional. I stated to Tim that Brian’s conduct was unacceptable. Brian storms out from the back office with his voice raised. “He stated I do not appreciate you bringing race into this. My partner is COLORED I DO NOT HAVE A PROBLEM WITH COLORED PEOPLE!”

I stated do not yell at me and do not speak to me that tone. I also stated the word COLORED IS A DEROGATORY statement. That word is as bad as saying the N word. I stated we are called African Americans. The word you’re using was used in the 50’s and 60’s to degrade black people. I stated the word COLORED was on businesses and bathrooms to keep the black population in line. He kept talking over me saying COLORED PEOPLE. Dana who was present turned beet red her face was in shock and embarrassment. Tim told Brian to go away he gently guided him towards the back office. Tim and Dana both apologized for Brian, Tim stated I am sorry for Brian’s behavior. Tim told Dana please get Ms. Benjamin into a room as soon as possible. He then went to the back where Brian was. By this point I had texted Deb and told her what had just transpired. I stood at the desk waiting for Dana to get me a room ready. Dana stated they were cleaning a room for me and she would get me an upgrade. It was about 236 when I went to my room. Do not stay at this hotel, if you are a person of color...

Terrible service not once but twice at the front desk and then again at checkout had some discrepancies on costs charged versus what I was told by not one but two employees that made the same mistake give me a break You guys Do understand that I run a business how many times would my customers tolerate more than one time more than one employee saying something for a price and then it being charged by $50 or more each time and then told that that's because I was quoted something before fees but let me mind you the people working that shifts both night or grave and days told me the same thing 136 a night with fees That's weird. The manager won't even come out and talk to me about it when I checked out and I went to pay the final fees I was charged $360 for $26 hours worth of a stay that was supposed to be covered by my company that I'm contracting with however the reservations were miraculously just gone so I got stuck paying for him I got none of the discounts for corporate none of the anything to do with discounting I paid full price and because I flew in at 4:00 a.m. and got my room at 4:30 a.m. I was told I had to pay for two nights That's ridiculous are you kidding me from 4:30 in the morning until 10:30 11:00 in the morning I had to pay $180 is what it ended up being and then pay it again ridiculous you guys That's unacceptable You lost my reservations I had the reservations and numbers and photos of it and a printout yet you guys didn't honor the pricing nor did you have the reservations You said it was a something with your system not acceptable The rooms were mediocre at best The beds were not comfortable they looked like an upgraded motel 6 room The rest of the facility was beautiful until you went outside and I had a riverfront view and let me tell you I saw a bunch of homeless people on a river with a closed down police station not the best site there was nothing but poverty over there how do you guys charge that kind of money You're on the worst side of downtown Reno The only new thing over there is the baseball stadium and it wasn't even opened I was there midweek $490 a night for the weekend nothing happening crazy get it together in my fees I paid for parking didn't even have a car how is that possible nothing was showed to me on my receipt In fact I didn't get a receipt until I checked out and realized then that I'd been charged $360 for that fee included which it shouldn't have been that I spent 20 hours in a room including my time away from it that's pretty crazy You guys failed miserably when the manager couldn't come out and talk to me about it to give me something a little bit better than that considering it was supposed to be a room that I had but because I didn't get there before a certain time I was lost in the system that's a joke I've never had that problem with you guys stay with you guys constantly all over the country funny Reno failed I will never stay at that location again and I'm calling corporate I'm tired of it I haven't even gotten the fees back from the extra charges that you guys should have given me back since I was only supposed to pay whatever and it's been 14 days 14 days and my shit still pending That's crazy and I think it's time to call corporate please don't stay at this location you guys Even though it's fairly nice there is nothing nearby but slum and poverty be careful $18 a night for parking I think wow I didn't even have a...

The room in which I stayed had 18 electrical outlets and 3 USB charging ports. Two of the outlets served lamps and one the coffee maker, but that left 15 without unplugging anything. I travel with three power strips, one with charging ports. Not because I need that many outlets, but because that lets me have enough where I want them. The power strips stayed in the bag. First time. Ever.

The shower is large and has convenient access to a towel and shampoo and the other amenities. A bathmat is provided. I know about non-slip shower floors. I do not trust them. My ability to slip is improving.

The refrigerator has an on button that is good for two hours. I was not concerned when all I had in the refrigerator was cans of seltzer. I could always add ice. I was concerned once I had perishables and would be out all day or sleeping over night. My travel kit typically includes half a dozen Ziplock slider bags, so I put ice in a couple and put them with the perishables. After 24 hours, the ice was still mostly ice. Information on the efficiency on the refrigerator after a two hour on time would be good.

There are signs "Area of Refuge". I had to ask about those. Those are place to go in emergencies -- such as a fire -- when the elevators are not to be used and the stairs are not an option -- such as someone in a wheelchair. They are the locations where the first responders -- most likely fire fighters-- will first look for folks who need to be evacuated. There ought to be information in the rooms about this. Perhaps it ought to be intuitive, but I fail at intuition.

The Bistro is limited, but more than adequate when tired after a long day and not wanting to go anywhere. It does have some interesting variations of some classic cocktails. For example, they have a "French 77" which is a variation on a "French 75". I do not know if who ever named it knew the original was named after a French field gun.

There are hearing impaired rooms. Those have an outside "doorbell" that will give both audio and visual signals to those in the room that someone is at the door.

There has not been a dry cleaner in my home county for about ten years. I get that done when I travel. I made use of the valet dry cleaning service. One day. A bit extra cost for the convenience, but my days were full and convenience can be worth the price. I had to ask for five extra bags for my launry, but they were...