Courtyard by Marriott Reno

I really liked my room and the location, but the customer service was awful, and this is the worst experience I’ve had at a Marriott. I had a free room for two nights and put down my card for incidentals, which should have been only $40. After I charged food to the room on the first night, my card was charged $40, $80 and $10 the next morning. That money came straight out of my bank account and wrecked my weekend budget. I hadn’t agreed to the extra charges, and even though I knew I’d get the money back, it would take about a week. The front desk employee just kept saying I’d get it back and didn’t understand why that was a problem. I was very unhappy with her. I had to take it to management and get reimbursed for money I hadn’t agreed to have taken. It left me without much money to go out and enjoy the trip. On my final day I had late checkout until 4 PM. I was lying in bed feeling unwell when two people came to clean the room. I told them both about the late checkout, and called the front desk to make sure it was listed on my room. Communication here is terrible. I’m bummed because I liked the location, but I won’t stay here again.

The location is handy, close to the freeway and on a long commercial strip with food, shopping, and services nearby. It’s a clean, safe hotel with good service and friendly staff. Like most Courtyards, it’s a standard mid-range Marriott stay that doesn’t often disappoint or thrill. We’ll probably stay here again when we return to Reno. It’s worth considering.

At $250 a night, Wi-Fi should be included. I shouldn’t have to join a club, hand over my email, and end up on a spam list just to get online. Let people sign in with a room number or last name, like other hotels do. I get so many spam messages every day from places that make you sign up. Making Wi-Fi free really shouldn’t be difficult.

I came with my son for a weekend memorial basketball tournament. We’d paid for the room before check-in, but as soon as we entered, I saw stains on and around the toilet, marks on the bathroom door, and stains on the sheets before we’d even used the bed. It made the stay very unpleasant, especially for what we paid. I contacted customer service and was told to come to the lobby at 3 p.m. to speak to the manager. Guests shouldn’t have to track down management because a room wasn’t cleaned or inspected properly before arrival. The problem still hasn’t been resolved, so I wouldn’t recommend staying here.