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Rooms are aging and showing it. Twice I called front desk with no answer. Bar and restaurant on-site. Bar is under staffed but tries real hard. Restaurant is a fail. If you stay here, make sure you get your poor 15% discount. Doesn't make up for being over priced.
It appears with the conference rooms, lounge and coffee bar this location was once a very nice hotel. However the room and hallway smelled like mixture of moldy mildew and a baby diaper and the room is many years past needing to be renovated. The desk clerk at check in was a strange young man who didn't seem like he knew how to check me in. He finally found my reservation and got me a room. To prove he didn't know what he was doing, at 3am, I was woken up to someone opening the door and coming into my room with a room key. The guy quickly apologized and said he had just checked in and was given key to same room. Then next morning my key didn't work and I had to go to front desk to do the entire check in process again because they weren't sure who was staying in the room. Then I was told by front desk that I'd be able to extend my checkout to Noon and all I had to do is call the desk the afternoon before. So I called them and was rudely told that I could not extend check out an hour later than normal check out time without being charged for a whole day. Told him the issues they had already caused and he said it didn't matter. Very rude. The only good thing about this place was the lady at the coffee bar and the bartender in the lounge were very nice. I go to Reno 6 to 8x per year and stay a week each time for work but I won't stay here again strictly because of the people at the front desk and the manager being such a total d*ck.
Loved the courtyard and pool! Rooms have nice big bathroom counters, micros and fridges. Pet rooms have less nice furnishings and don't smell as nice.
Real close to airport. So close you almost don't need a shuttle. If you want sleep, stay on the top floor because you can hear everything above you if not. Clean rooms.great front desk service.
Reading reviews prior to our visit, we were a little apprehensive. How surprised we were to find the accommodations were more than adequate. The personnel were courteous and went the extra mile to make us feel welcome
The only drawback was it needs to upgrade the infrastructure. I highly recommend this facility.
Hotel staff was friendly. The room was nice and clean. Free parking is really nice. It was a good stay overall. The negatives. I had to walk to 5 vending machines to find one that didn't have a broken card reader. Something was wrong with the mattress in my room. It was memory foam I believe. There was a worn in body sized indentation on both sides of the bed. I slept in a trough. Tried the center of the bed but kept rolling down hill. Please excuse the typos . I didn't sleep last night.
VERY nicely remodeled! Looks like a resort when you first walk in. Rooms are nicely done and water pressure is crazy good! Pool for the kids! Very nice staff and cleaning crew. Inexpensive!!!! Highly recommend this place!
We stayed at the motel before my husband's flight and when he returns I will be checking in first. The room was booked in his name so we were told that he had to fill out a form in order for me to be able to get in the room without him and when we asked for the form the lady said I don't have one I can email it to you and you can print it up. Who carries a printer on vacation!! No continental breakfast, air conditioner didn't work and t.v. remote would not work properly.
I Stayed the next night at Winnemucca Best Western and they let me right in. The room was fantastic! Lots of amenities, everything worked and they had a great continental breakfast.
This solid, budget hotel has fallen to a place I would avoid. Our latest visit had so many negative issues, it was like a completely different hotel. Maintenance has suffered. Towels are scratchy and thin, tv remote was not working, very noisy AC, and external doors would not open to our key (though keys worked to open our room.) And, they do not provide a breakfast like other Best Western properties. With prices equal to other budget hotels, you can certainly do better in Reno.
Great! Excellent and prompt service all the way around. Professional staff. Clean & well maintained facilities, and quiet room. Very comfy bed. When we couldn't figure out the shower we called and the maintenance man was at our door in less the 2 minutes! Very pleased with our stay.
It's simple. I needed a clean hotel to stay in for 1 night while traveling through Reno and wanted to spend around $100 for a 2 bed room. This place successfully met those criteria. I was clean, had good parking, and good location. I would stay again.
I booked a room for my husband and daughter this last Saturday. When booking I specifically asked the employee(Alex) if it was going to be a problem to use my credit card if I wouldn’t be there with the card for my families stay. He assured me 3 times it wouldn’t. WRONG! They immediately made it a major issue. After a lot of back and forth they finally excepted it(extremely rude the entire time). My husband tried to phone the front desk numerous times just to ask a couple questions. Nobody ever answers. This was during regular business hours. My daughter walked down to the front desk to say the air wasn’t working. They told her what to do (again rudely) She returned to room and tried again. Still didn’t work. Tried calling desk AGAIN. No answer. Walked to front desk again and was given different instructions. Still didn’t work. Mind you, good customer service would have been to A. Answer the phone and B. Offer someone to come down right away and get the air going for the guest. After numerous tries and no help my daughter dug through her car(packed for moving) to get to her fan. The next morning while checking out my husband expressed his unhappiness with their stay. The employee (Ryan) literally looked right at my husband and slid the bill across the counter to him. That was it. Extremely rude, zero customer service skills. Oh and if you try to reach the GM she conveniently sends you right to voicemail. Please consider a different hotel. If you choose this SureStay and a Jasmine, Daniel, Alex or Ryan are working do not expect any sort of welcoming or good customer service. You won’t get it and they truly couldn’t care less.
Only used this facility for Reno Airport access through One Stop Parking. Great service at front desk and shuttle service. Will definitely use this service again when we travel by air.
$25 pet fee 👎
Does Not have Controlled Temperature in room. Cannot Set the Thermostat 👎
The service was wonderful. The room was spacious and clean. We brought my husband's guide dog, a black lab and the room had a huge dog bed. They put guests with pets on the first floor and the rooms all have dog beds. Plenty of grass to walk the dogs and doggy bags above trash cans. The price was really reasonable too. We don't have anything bad to stay about this place. Not that far from the casinos.
Hotel was ok. Friendly staff, but the overall upkeep could be better. If you want a good hotel but don't want a expensive rate this is good.
* Nexo Chan *
Service is good. But the back door unable to access with the card from out side. When you out from the back door and have to walk far distance to front side to go in. With people working hard over 10 hrs up. Very dislike it.
This review is based solely on the restaurant, not the hotel itself. In recent times the service has gone downhill and today was the last straw. Everything from the food quality to the speed of service was subpar. The wait for the order and even simple requests for refills were exceptionally slow. The food was undercooked and still had stickers from the produce on it! To be fair, the waitress Isabel did the best she could for handling a near full restaurant and working solo with no help. This is indicative of the management taking advantage of their staff. We left the restaurant with one party member still hungry and unfed.
We have been coming here for years mainly for the atmosphere and ambience, but sadly that will no longer be the case. Please hire more help and ensure the food comes out with better quality or we will not be the last ones to leave.
Front desk person(Valerie)is amazing.very nice& very very helpful.l would stay here again just because of her.hotel is very clean,quite& safe.rooms are really nice big &clean..would definitely stay here again.i am a Google employee.
Nice location very clean. I travel with puppies so it was awesome to get to the room and see not only do I have a comfy place, there was a big comfy bed for the pup! There were a few things that were a little inconvenient.. but that dog bed!
This is our second stay here.
We decided to come back because we love how cozy the room is and we love how pet friendly the hotel is!
The hotel and rooms are very clean and spacious.
No smoke or pet smell!!!
The room has a microwave and mini fridge and decent TV. We also love the huge out door courtyard right in the center of the hotel!
And our German Shepherd Pearl, says the beds are super comfy too!
This will definitely be our go to stay everytime we visit Reno!
The front desk woman was by far the least friendly & unhelpful I've ever encountered. Assuming she was having a bad day i tried complements which were unappreciated. I truly hope the other 12+ people in the long line had a better experience 🤷♀️
Nice room - but weird layout. Nothing is convenient to get to - bathroom, sink, toilet, whatever. There was no luggage rack. Put my bag on the end on the sink counter. Towels were thin, on the small size & rough to use.
Have not stayed in a hotel this bad in decades. Everything, and I mean everything, is outdated. Dim. Weird smells. Phone covered in brown stuff. The shower took equal finesse and brute strength to get it to work. Mold around sink. Had to take the lid off the toilet and jiggle floater to get it to fill...every time. Towel rack hanging off wall.
The entire stay was so bad. If this was a $59 budget motel, I would give it 4-5 stars because that's what I would expect. But at this price point, I at least expect a clean room.
Don't ask for a military discount because it actually amounted to paying $6 more. Dogs have a special area in the back which is small but nice. Also, they provided a dog bed for our dog which was a huge bed compared to my dog. The water pressure in the shower was perfect. They seem a little strict, but we only stayed one night so it wasn't a big deal.
Friendly, helpful staff create a welcoming feel. The rooms were extremely clean and the staff followed all COVID guidelines. Conveniently located by major highways and shopping. Good value.
Love this place. It's hard to find many places that allow pets let alone welcome them. Many thanks. The staff is exceptional also. When I went to check in I found out my bank account had been frozen while dealing with the back and trying to check in I got declined not once not twice but at least a dozen over a 4 hour period and each time I tried I was greatest and welcomed like it was the first time. Thank you that is top notch class. Better service than I have ever had from the fancier resorts no joke. So thank you to SureStay Staff
Awesome stay at this hotel. Quick check in, room was dated but super comfy bed and they even had a dog bed and treat left in the room for our pup. We definitely enjoyed our stay here 😊
This was probably the worst hotel experience I've ever had. We checked in at a busy time, and the front desk employees were not friendly or welcoming at all. Once we got to our room, the key card didn't work, so we had to go back to the front desk and get a new one. When we finally opened the room, it reeked of cigarettes to the point where we couldn't even go inside the room. We went back to the front desk and requested a different room. The new room had an A/C unit that made a very obnoxious and loud high-pitch noise that eventually went away (it was over 90 degrees at night, so we had to keep it turned on), but the worst part after everything I mentioned above is that we had to kill a SPIDER in the bed that we found (alive) under the sheets. I would have left at that moment if I had had anywhere else to go. Needless to say, I would never recommend this hotel to anybody. I called the hotel manager 3 days ago to discuss our stay and have not been contacted back.
It was clean, had a decent pool and allowed us to check in a little early. No continental breakfast though, not sure if that's because of Covid or not but I suspect not because they have a restaurant you can buy breakfast at.
I have parked my car here for a week for a few trips.. but my husband and I just stayed for the weekend the first time when I had LASIK surgery. (Lasik of NV is a short 10 mins away & was AMAZING)
Surestay Plus is a great place to stay, very nice and accommodating for our dog. 😁 They had poop bags and a treat and EVEN had a doggy bed in the room! I Love that ALL the in-room points are here: microwave, fridge, AND bathroom fan! (This combination is rare to come by in Reno) We have a NEW FAV getaway stay!
Beautiful, lush green shaded peaceful inner courtyard with pool & mature trees. Very convenient for highway access, & room was quieter than we expected. Room smelled fresh & was not doused with air fresheners, so often used to disguise stale air. Windows could be opened in our room. Ours looked out into the trees where a mom & pop (Cooper's hawk?) were raising a young'en. What a treat. Will definitely stay here again.
Very comfortable place and friendly staff! Also the price is cheaper than others around here.
Only one chair. Drapes do not close and leaves enough of an opening that people walking on the path by the window can see in. AC/heater does not adjust to temperature and it is very noisy. Remote to TV does not work.
Rooms were great but restaurant needs help. Desk staff were not in compliance with having their masks on. Only 1 or 2 waitresses for a whole restaurant was not enough. Close to Reno strip and airport.
We had lots of fun. The pool was nice my kids loved it! We had nice staff
Billy Weaver Jr
Our stay was good had a double queen room space was good fridge and microwave good bathroom was bigger than other affordable rooms in area parking felt safe lots of cameras
Nice staff. Clean facility. Good stay. Great price!!
Our room smelt like cigarette smoke and we felt like the room could have been a little more clean. However the staff was accommodating and helpful. Overall we had a good stay.
Stayed here before and had a nice stay.
This time, not at all. AC, TV, and phone not working. No maid cleaned my room, no fresh towels, iron, ironing board, or stand to set my suitcase on. And when I went to the lobby to resolve these issues, all I got were nonsensical excuses. And was told by a young boy at the front desk, that a room change was not going to happen, even though there were plenty of unoccupied rooms. Never again.
It's okay little far in relations to grab some food and drinks two or three convenience stores about 20 or 30 minute walk to Walmart
Best lodging experience with or dogs ever. Big comfy dog beds, dog treats and quick access from room to pet area! Breakfast sandwiches were delicious and the room was very clean
Best place if flying out and needing to leave a vehicle. Staff can be hit and miss. Treated well sometimes and others not so much. Rooms are comfortable and can be reasonable.
Convenient location for an overnight stay before a flight from Reno airport. The staff was friendly, including the shuttle driver who took us over to the airport in the morning. The bed was comfortable. Hallways smelled like cigarette smoke but the room was fine.
I would absolutely stay here again! Booking was easy and so was check-in and check-out. Very reasonable price. The rooms were so clean and even smelled clean. Very friendly staff. If I could offer a suggestion though, if you're going to order food, make sure there's not an event because it will take a really long time to get your food. Food was amazing though! Thank you for a nice stay 😊
I love the location and excellent outer courtyard for bird-watching. The staff is eager to please and well- informed. The restaurant there needs to be upgraded to handle large crowds for breakfast in a timely manner. They have good food at a reasonable price.
Clean and comfortable. A great value compared to other hotels in the area. It's also convenient for all local access. 15 minutes to anywhere that matters.
**Just an update. You need to call and check the hours of the shuttle now. They are no longer available at all times. Very dissapointing. Will not be parking here any longer.**
Great service for long term airport parking. It was very quick to get a shuttle to the airport also
Stayed there for New Years Eve and accidentally left my Bluetooth speaker in my room after checking out. I immediately called the hotel to have them check the room to return it and was told I would be called back once they checked the room. After 4 days no one contacted me and after calling back was told by the front desk employee that it was supposedly never found. The way she answered my question so quickly and didn’t ask what room I was even staying in made it seem like she was either lying or knew it had been stolen. Extremely disappointing experience for me to know that my possession had been stolen no more than 20 minutes after my checkout. It sucks because besides that incident the hotel was decently nice for the price, definitely won’t recommend to anyone in the future.
We have stayed here many times, for the most part it has been good, was MUCH better when it was Best Western. Service has sufferedd ever since the change. However last night my husband and I decided to celebrate New Year's here and went with the Presidential Suite. It left much to be desired. The check in and staff were quick and friendly. The room on the other hand not so much. The fireplace did not work and when we tried to call the front desk we found that the phone would not dial out. So had to call the hotel with our cell, after 25+ minutes of sitting on the phone and no one picking up, we decided to walk down to the front desk. There was no maintenance on staff and no manager to talk with so had to wait til morning. Went back up to go to bed and the bed was horrible, it had a hole on one side as if that is the only side of the bed that is used. So no good sleep. When we went to check out, again the manager was no where to be found, but we were offered a 25% discount which could not be used because the room was booked by third party. I think this group is just full of excuses. Very disappointed for wanting to do a huge upgrade for us and the room was just mediocre. We had booked the same room for the following weekend, but will be cancelling it and go elsewhere.
Hotel is lovely and staff is wonderful. It may just be me, but I found the bed linens scratchy and the pillows odd (too foofy for two, but not enough for a side sleeper for one). Walls and doors are very "thin" so you hear everything. Still, compared to other hotels I've stayed in, I give 4 stars.
Awesome hotel for the price!! They have a restaurant on site, the entry area is large, nicely decorated and cozy. They have a lovely interior garden with fireplace! The 2nd floor looks out to the 1st floor waiting/lounging area. Staff was kind and helpful. If I am ever in Reno again, this is the cozy place to stay if you want to avoid the Casinos.
Super clean and modern with a friendly staff. Large Courtyard around swimming pool with gas fireplace. Coffee bar available in morning starting at 6. Restaurant and bar located in the lobby with extremely friendly and knowledgeable bartender named Taylor. I look forward to having dinner there every night as it was super convenient and she was awesome to hang out with. I was extremely happy with my stay and I'm sure you will be to
Amazing location right beside the airport. I stayed here just the night my flight came in and the night before my flight left Reno and they let me check a bag in the meantime, but on the way out they told me they don't usually do that. It was very important for me that they checked a bag for me!
Nice rooms but lobby & hallways a bit dated. Do allow pets which is a nice touch! Located across from the Reno International Airport which can be convenient.
Absolutely beautiful place and the room was excellent very clean we really enjoyed ourselves there. The pool area was beautiful as the leaves start turning different colors the grounds were kept up really nice. Also the shuttle to downtown was awesome
Room was decently priced it was clean looked nice. The staff exceptionally nice and informative of how to get places and things to do. Didn't rate higher based on price alone.
I've stayed at this hotel many times and have never had problems. The rooms are always clean and tidy and the staff is always polite and professional. I only left one star off because of the slow service at the restaurant. It is not the waitress' fault at all as she is the waitress/cashier/bus person, etc. She works hard and needs help! Overall, this is a great place to stay!
susan j hestand
Clean...nice staff...yes the breakfast at restaurant was good. Enjoyed our stay. Good location..quick on off freeway.
Right across from airport. I never heard a plane. Will be back.
The reason for the sub standard review is The bar tender Maria. She is horrible. She will not give you the 15% discount for food when you are staying at the hotel. She won’t let you watch football in the bar or if pressured to do so on the small tv she won’t let you listen to it. She’s watching her own show on the big screen and listening to her own music loudly. If you play the juke box she will turn it off, even though you put money in it. Management had been made aware of her service, attitude, and behavior to no avail. I would highly suggest going else where when she is working.
However, the rooms are Clean and quite when it faces the courtyard. Room keys seem to fail a lot.
We always eat here. The food is good and the prices are not bad. It is definitely a hidden gem for a quick, easy meal. Also if you are looking to get out of the office to work. Not a bad place to go
Valeria L Hunter
Have to admit I was surprised an airport hotel could be so quiet and nice. The rooms were lovely and the gas fireplace in the room an unexpected nice touch. Breakfast was slow service, but with only one person working the restaurant and coffee bar what can you expect. Maybe more staff is in order? The bartender was also very pleasant serving food and drinks. I’d go back, and not only because I had too (you can literally walk across the street to the airport).
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