SureStay Plus by Best Western Reno Airport

Recensioni

• KB

  Kay Boisen

  6 days ago
  3.0
  We didn’t use it for the airport so location doesn’t count for us. I had the BW app and it offered a good price. The picture showed laminate flooring. Our room had carpet. The heavy set man at the desk (6 pm) was rude. The girl was nice. I had to call the 800 reservation like to get the price in the app (103) and that was difficult too as it had my old address and he was not going to give me the reservation. After a brief hold he came back and said Ok. We should have stuck with Choice around the corner for $20 less but since these rooms had laminate flooring I chose it. But our room did not. Still a pretty good value.
• AM

  Alley Michael

  Oct 6, 2026
  2.0
  The young lady at the front desk was great! The first room I checked into reeked of cigarette smoke. She moved me immediately. The hotel itself is just old and feels very dirty. There is grime, dust and spots all over the walls/floors. If I wasn't just passing through I would have left and found some where else. I will not stay here again.
• RM

  Rebecca Mejia

  Sep 30, 2026
  1.0
  Britany, the Assistant Manager, brought maintenance to my room demanding I open the door. When I informed them I didn’t require maintenance, Britany threatened to have me escorted off the premises for no reason whatsoever. I had paid for my room and was sleeping as a night shift travel nurse. After providing documentation that I had paid my service fees, she then accused me of going through a 3rd party affiliate. When I informed her that I went through the front desk, she stormed off without even apologizing for their mistake and miscommunication amongst staff. When speaking to Brendon, General Manager he also made excuses and blamed “a new employee” instead of taking accountability. This is a terrible example of customer service and treatment for honest paying customers.
• CB

  cathy bryant

  Sep 23, 2026
  1.0
  I drive for greyhound, and normally the rooms are ok. But on sept 23, 2026 I got room #343 with a mattress where you can feel the springs in it, had to sleep on the extra pillows on the mattress, had the Do not disturb sign out so I could get some sleep. I got in at 6 am. At 11:50 am i have house keeping knocking on my door where i have my do not disturb sign on the door asking if I needed housekeeping? WTH does "DO NOT DISTURB" mean? DO NOT DISTURB!, No housekeeping, no knocking, etc... maybe they cant read English, but I sure wish they would learn. I got barely 3 hrs of sleep after 10 hrs of driving. C'mon Surestay do better. Teach your housekeepers that when it says do not disturb, it means, DO NOT DISTURB!!! Now I dont know if I can go back to sleep!!!!!! The Ac was filthy, carpet is buckling at the seams, tv kept shutting off while watching a show. I know its an older hotel but get a better mattress, my back is killing me. Felt every spring. Most importantly, make sure housekeeping can read english! Dont disturb guests when the do not disturb sign is on the door!!!!!!!
• LG

  Loubna Gourmat

  Sep 14, 2026
  1.0
  Dear Hotel Management, I am writing to formally complain about an interaction I had today with a member of your front desk staff. I completely understand that there may be certain requests or issues that a front desk employee is not authorized or able to resolve. However, there is a significant difference between being unable to assist a guest and simply responding repeatedly with “no” without offering an explanation, an alternative, or any attempt to direct the guest toward someone who may be able to help. Throughout our interaction, the only response I repeatedly received was “no,” followed by statements such as, “I cannot help you with anything you are asking.” I understand that an employee may not have the authority to resolve every matter, but professional hospitality requires communication, courtesy, and reasonable efforts to assist the guest or provide an appropriate alternative. The situation became particularly concerning when I explained that I was dissatisfied with the service and asked to be provided with a complaint form or the appropriate procedure for submitting a formal complaint. The employee refused to provide one. I then asked for her name or identification so that I could accurately identify the staff member involved in my complaint. She also refused to identify herself. I find this particularly inappropriate because I was not asking the employee to resolve something outside of her authority. I was simply asking for a professional way to escalate my concern and provide an accurate account of what had occurred. I would therefore like management to address the following: 1. Why was I repeatedly told “no” without being offered an explanation, alternative, or appropriate assistance? 2. Why was I refused access to the hotel's complaint procedure when I specifically requested it? 3. What is the hotel's policy regarding staff identification when a guest wishes to make a formal complaint? 4. I would also like the name or employee identification number of the staff member involved so that my complaint can be properly documented.
also want to add, the fact that she even was able to help to call a cab. She said she did. Ive been waiting 2h, of my time and never solved the problem or communicated it. I am not expecting a front desk employee to be able to solve every problem. I am expecting basic professionalism, respectful communication, and an appropriate procedure for addressing a legitimate customer complaint. I would appreciate a written response from management explaining how this matter will be addressed. Sincerely, Lou. big boy security guy the best!!!! thank you !