I recently stayed at the SpringHill Suites Reno and unfortunately had a disappointing experience. My reservation was confirmed through June 12, but on June 10 I received a call informing me that I had been checked out and asking when I would be returning to pick up my belongings. I was later told that I would need to move to another room to complete my stay. What was particularly frustrating was learning that this was the result of a manual checkout, not an automated system issue. Because of this error, I had to leave work, return to the hotel, and move all of my belongings to a different room.The following day, management acknowledged the mistake and offered either a 50% discount on one night's stay or 10,000 Marriott Bonvoy points. I chose the Bonvoy points, but they have never been credited to my account. I've also reached out to follow up and have not received a response from the property.Mistakes happen, and I appreciate that the staff initially tried to make things right. However, good customer service requires following through on commitments. The inconvenience of having to interrupt my workday to move rooms was significant, and the lack of follow-through on the promised compensation, along with the absence of any response to my follow-up, has been disappointing. I hope the hotel improves its communication and ensures that commitments made to guests are honored.

I recently completed an 8 night stay at SpringHill Suites Reno, NV. I have serious concerns about my experience at this property. When I checked in, I was informed by Carlos at the front desk that due to an issue with their “new system”, the double queen room that I reserved and paid for was sold by the hotel to someone else prior to my arrival. He had no choice but to place me in a smaller room where one member of our party was forced to sleep on a roll out bed. He assured me that he would take this issue up with his manager in the morning and that they would discuss providing some kind of compensation to make things right. After three nights of poor sleep due to a low back issue caused by the glorified cot we were provided, I was finally given the opportunity to move to my originally purchased room by another front desk member. I followed up every day of my 8 night stay and spoke with Carlos, Vanessa, Yolonda, and others at the front desk in an attempt to speak with the manager about our issue. Not once was the manager ever in, morning or evening. I was repeatedly told he would be in later that day or the next morning. One time I was told he was in and when I asked to speak with him he suddenly was out. I left multiple messages and the front desk supposedly left multiple notes. I provided my cell phone number. Not once did anyone attempt to contact me to apologize or to offer to make things right. I am not sure if this manager even works at this location or if he has his staff covering for him while he is off doing something else. As a long time bonvoy elite member I am extremely disappointed. I should be compensated for the sale of my room, the inconvenience of having to cancel plans so that I could move rooms in the middle of my stay, and the three nights of horrible sleep on a roll out bed. Someone should also seriously investigate the poor customer service at this property and whether or not the manager even exists.

I recently completed a 8 night stay at SpringHill Suites Reno, NV. I have serious concerns about my experience at this property. The double queen room that I reserved and paid for was sold out by the hotel prior to my arrival so I was placed in a smaller room and one member of our party was forced to sleep on a roll away bed. After three nights of awful sleep due to exacerbating a low back condition, we asked to be able to move to our originally reserved room and were forced to cancel plans so we could pack up and move. I was assured at check in that they would make things right. I followed up every day of my 8 day stay and spoke with Carlos, Vanessa, and others at the front desk. Not once was the manager ever in, morning or evening. I was repeatedly told he would be in later that day or the next morning. Once I was told he was there and when I asked to speak with him he suddenly was out. I provided my cell phone number. Not once did anyone attempt to contact me to apologize or to attempt to resolve the situation. I am not sure if this manager even works at this location or if he has his staff covering for him while he is off. As a long time bonvoy elite member I am astonished. I should be compensated for the inconvenience and the three nights of horrible sleep, and someone should seriously investigate the poor customer service at this property.

I'm a Marriott Bonvoy member, and this is the worst Marriott property I have ever seen.Unprofessional desk clerk. Shoddy building construction. Interior signage is small and essentially hidden from view, so as not to intrude upon the sterile design of newer Marriott properties. Annoying.LED lighting in the rooms is harsh and uninviting.A puddle of unidentifiable clumpy brown liquid was left on the elevator floor for at least one entire day, with a wet floor caution sign standing in it. Several other yellow wet floor stanchions were left in the main floor hallways for no discernable reason.Really awful complimentary breakfast. Lukewarm and unappetizing.Hey, Marriott -- do something about this place!

Although we liked our room and the location of the hotel, their customer service is well below average. We made a reservation through Booking.com, which was entered erroneously for the day following our arrival. When we got to the hotel, we were told a cancelation had to be processed through Booking. We went ahead and paid the hotel directly for that night. We contacted Booking as soon as we could and requested a refund. They told us the refund would have to come from the hotel. After several emails between Cesar, the manager, and Vanessa, who Cesar referred us to, explaining the situation, providing all information they requested, they suddenly stopped communicating with us and never processed the $147 refund. The last two emails we sent were totally ignored.