Hotel Peppertree Bend, BW Premier Collection

Our first trip to Reno was such a happy surprise, and we absolutely loved the Peppermill. The staff were caring and kind, the rooms were roomy and clean, and the casino had a beautiful, spacious, lively feel. We had a lovely four-day visit and can’t wait to return. Highly recommend! 🤗☀️

I’m really disappointed and probably won’t stay here again. I used to love this place and recommended it to coworkers who travel a lot. The food was a big reason: they had local haven bagels and stumptown coffee, but now it’s ordinary packaged muffins, powdered eggs, soggy potatoes, and pancake syrup made with high fructose corn syrup. I’d consider coming back if they returned to supporting local businesses and offered adequate non-GMO food options. The room itself was clean, but I found the shampoo and conditioner dispensers empty only after I was already in the shower. I had to finish without washing my hair and bring it up with the front desk afterward. They did refill them for me. The TV wasn’t connected to the internet, so I couldn’t use it during my stay. I texted BW, and they had me standing on a chair and desk trying to unplug cords to reset it. That didn’t work, and then they stopped replying. Overall, a bad experience.

Checkout was quick and easy, and we’d definitely stay here again. The room was clean and nicely decorated, with good shower pressure and plenty of hot water, though the soaps and shampoo were empty. The barn-style bathroom door didn’t lock. We chose Bend instead of driving back to Salem and booked just two days ahead at a pretty good price. Since it was one of the cheaper hotels, I expected something old and yucky, but the clean, inviting lobby was a pleasant surprise. My three teens swam until 10, when staff told us the pool was closing. There was only one bathroom for changing, so getting everyone changed took a few minutes. I’d booked a room with a fireplace, but there wasn’t one. We arrived late, and the kids went straight to the pool, so after 10 I didn’t feel like pursuing it.

The only person who showed real hospitality was the worker taking care of the breakfast area. She was very welcoming because she cared about people, not because of the company culture. I made a mistake while booking and was confused, but nobody seemed concerned or willing to help. The customer care team hides behind impersonal emails, and the local staff are trained to send every concern to hotel customer service by email. That’s terrible hospitality. I don’t blame the staff at the property, but the company culture that lets this happen.