SpringHill Suites by Marriott Reno — Hotel in Reno

I had 2 different stays within a week. I was in the area due to work and was working overnight, desperately needing to sleep after working through the night.

My first stay was for one night where I didn’t get to the room until 9:30am after being awake for over 24 hours, working. I confirmed a late checkout for 4pm. I desperately needed to sleep after a long shift. I was woken up by housekeeping at 11:30am, just 2 hours after arriving. They knocked loudly, ignoring the do not disturb sign on my door. I could not fall back asleep so I checked out and drove home.

My second stay was similar except I had booked 2 nights. Again arriving to the hotel after being up nearly 24 hours, working for 18 of them. I arrived at 9:30am, fell asleep around 10:00am and having booked the room for the next night as well. I had the do not disturb sign on the door again. Housekeeping knocked on my door at 10:30am!! I answered the door in only my underwear, furious at the 2nd violation of my sleep and privacy. The housekeeper thought this was hilarious and laughed in my face. I picked up the do not disturb sign and asked her what it meant and got laughed at again.

I went to the front desk in boots without socks, sweatshirt without a shirt and casual shorts, furious.

I asked to speak with the manager and was told he was on the phone. 30 minutes I waited in the lobby before I asked again to speak with the manager. The front desk staff went into the office, came back out and said the manager was on a conference call. Incensed, I demanded to speak with Cesar Mora, the manager. He had a guest issue in his hotel, he could have easily left his corporate “conference call” to deal with it and very much should have. I truly believe there was no call but of course cannot prove it. Mora poked his head out of the office door and said he could not speak to me due to the call. I asked him if this was the level of customer service people could expect at his hotel, to which he responded “yes” and closed the door, escaping back into the office.

Feeling as I would not get rest there, I checked out only having a half hour of sleep in the previous 24 hours or more.

The thing is, why in the hell would they knock on the door at 10:30am if normal checkout is 11:00? Regardless of the fact that I had another night booked and a do not disturb sign???? There are other reviews stating unauthorized access to the rooms.

TLDR: this is at best a poorly run establishment which does not honor nor understand basic...

My overall stay was fine except a few things I wanted to bring up which might help a bit with the customer service of this hotel -

The overall condition of the hotel is nice due to the fact that it's newly built;

Other than that - :)

The front desk receptionist might need a bit more experience. When I checked into the hotel I was told by the phone App (and from my previous experiences with Marriott) that I will receive a Welcome Gift and a free upgrade (if available) but there was nothing for me. The receptionist basically has no idea about the "Welcome Gift" and just asked me to grab couple bottle water from the small store. Also I was asking if there was a room facing the snow mountain and he has to take the map and walk to the guest room area in order to find out a room which turns out doesn't face the snow mountain... Since My wife likes the snow mountain view she has to come down again (after we carried our luggage and took the elevator to the 4th floor and opened our room) and initially they said there are no rooms available (because they are reserved.. BTW I'm curious how to reserve a particular room prior to arrival :) ) but after my wife asked them to double check again they finally agreed to give us the room which faces the snow mountain and they didn't seem very happy about it...

The 2nd night when we stayed there we found the shower towels were not given after the janitor took away the used towels. I found out this after taking a shower and was really shocked. I have to use the hand towel to dry up and was trying to call front desk using the room phone but it never worked!! My wife has to come down to front desk again at 11PM to ask for the shower towel and the receptionist didn't seem happy too and didn't even say a single "sorry" and asked another female receptionist to bring the towels to her. That was another shock to us!! Also the facial tissue box was empty and not getting replaced too!!

The room phone never worked which is really annoy and very inconvenient. It has the dial tone but always busy when calling the front desk. We have tested a few times at different times (morning, evening, etc) and it never worked. We are pretty sure there are nobody on the line as every time when we come downstairs we saw the receptionist was just sitting there.

I'm a bit surprised for the quality of the crew working at such a beautiful hotel especially the receptionist which is definitely the front-line window to customer...

I wanted to give this place a raving good review like most of my others. Unfortunately, I cant.

My company sent me here for a month from Colorado. After a long day of travel. I was so excited to see my home for the month. When i got here. It looked so beautiful. The room is amazing.

When i checked in the young lady was very polite and nice. She was getting me checked in and i had asked for a room that was as quiet as possible because my job has me working til 3am sometimes. And i get it, its never gonna be perfect. So far i am 2 weeks in and only 3 noisy neighbors and 1 couple fighting.

Anyways, back to checking in. They put me next to the elevator and housekeeping. Lol....so the busy staff and constant elevator chime isnt always great.

I came to my room and got settled. And of course i knew i was gonna have some time on my hands since i dont gamble, so i brought my ps5. I hooked it up but didn't play yet because i didnt have their high streaming internet package that was $5 a day. (They do have basic internet for gold members, which i got) It would have been like $140 for me. So i decided to wait.

I turn on the TV to relax and there is a purple blotch on the Left corner of the tv. Not horrible but noticeable. Especially after watching for a while. So i figured i would let them know in the morning. No big deal, i am sure they could swap it or something. So i did.

2 days go buy and i havent heard anything. So again i go to the counter before i leave for work and let them know. The lady at the counter tells me that they checked it and it was because of my ps5. I am like "what?" I havent even played it. She was kind and said she would send maintenance again. Guess who hasn't heard from them. ------- This guy. So i gave up at this point. Sucks i have another 2 weeks and they dont care. I just been using my tablet. If i was here a week. No big deal. But come on. This is supposed to be a Marriott.

Anyways, other things to point out. Water pressure not the best in the shower, but gets the job done. Hot tub is amazing but jets barely work. Breakfast is amazing!!!!!!! One of the best i have had at a hotel. But its the same thing everyday, except the quiche. Lol

They do have a laundry room if you have an extended stay like mine.

Nice for the short term. But definitely gonna recommend my company not send anyone else here. Sad because i have always...