Home2 Suites by Hilton Reno

The elevator was vibrating badly, and the breakfast area was a mess. The waffle maker was filthy, syrup bottles were sticky, and although there were enough staff to keep things clean, they hadn't done so. The food selection was awful, so we went elsewhere for breakfast. During the snowstorm, the sidewalks hadn't been shoveled and there was no salt on the paths. I couldn't find the manager on Tuesday morning, and staff said he came and went. Earlier, when we checked in, our bathroom door was broken, there were no towels, and I found a Band-Aid stuck to the shower wall. The heating unit was so noisy I couldn't sleep. The staff did move us to another room, but that's about the only thing they did. We paid 50k with points and definitely won't stay here again. We'll see if anyone contacts me.

We had a great breakfast and a comfortable, spotless room. The views of the hills from the hotel were beautiful, and having plenty of parking made coming and going easy. I'd happily stay at the Home2 Suites in Reno again.

The lobby and exterior looked nice, but the condition of the room and the problems around the hotel made this a very disappointing stay. The bathroom floor was missing a section of floorboard, the toilet seat was attached on only one side, and shower door hardware was missing. We had to unplug the loud fridge compressor after reporting it the first evening; the clerk just made a note and didn't offer another room. The AC compressor was noisy, too, so we raised the temperature to keep it from kicking in. The elevator was a known problem, and staff acknowledged it. It would stop at the third floor without opening, go to the fourth and still stay shut, then head back down. You had to keep pressing the door-open button as it slowed to get it to open. The second elevator wasn't running. We had four people but only three towels. When I asked for two more, the clerk came back with one and said the rest would be clean the next morning. Some staff weren't very friendly. This was my first stay with this Hilton brand and, after 25 years at Hilton properties as a Diamond member, I won't be back. Everything went downhill after the front desk.

The elevator situation was the biggest problem. One was out of service, and the other would change direction to serve a call from another floor or suddenly head for the first floor. It felt unsafe. In the room, the wallpaper was peeling, some trim was missing, there was a strange smell, the heater and AC seemed unsure what to do, and the shower floor had old stains. The hallway smelled awful, like body odor, IBS, cheap cleaner, and pool chlorine mixed together. On the good side, the room was large and clean, the staff were friendly when the language barrier wasn't an issue, and breakfast was great. There was always coffee, a clean pool, and a solid gym with weights up to 75 pounds.