Legacy Vacation Club Reno

The staff were friendly and quick to respond, and the room was clean enough. It had a small fridge, which was useful. But the interior decor, carpet, and furniture look like they're from the '70s, and need updating to match the modern hallways. The pull-out couch had no sheets, and there were no extra sheets or pillows. The walls are paper thin, so we heard the neighbor's TV clearly all night, both nights. Garage parking was tricky even with a small car.

La experiencia fue horrible y no la recomendaría ni volvería. Apenas descansé durante la estancia. At check-in, the staff member was kind and handed us a bag with a blanket and two sheets to take upstairs, which I hadn't seen at other hotels since they usually leave them in the closet. That part wasn't too bad. But at night there was no light by the door's card reader, so we had to use our phones as lamps. The bathroom made a loud, odd noise when we arrived. We told the front desk, and someone came to check. It was running a little water, but the noise had stopped, so I let it go. Things seemed fine until we opened the couch mattress where my daughter was meant to sleep. It was old and uncomfortable. The coffee maker was filthy, and the room was noisy because it was next to the laundry room, which didn't even have a clothes dryer. (There are only two.) The TV remote was missing. I asked at the desk twice before someone came to look; the remote didn't work, and neither did the TV. They replaced it with a set from another room, so we only had a TV for one day of our whole stay. The day before checkout, I half-filled the tub to bathe my daughter, then drained it while I cleaned the tub. A few minutes later the front desk person knocked and asked what was going on in the bathroom and whether I'd spilled the tub. I hadn't. I let him inspect, since a room downstairs was leaking through the ceiling. He said he would move the other guests from their rooms while I checked out the next day, supposedly to inspect the plumbing. It was the worst hotel experience of my life.

The first time I stayed for a week, I was happy with the room. It was quiet, and the kitchenette came fully stocked with pots, pans, dishes, soap, and towels. My only gripe then was the slow, slightly scary elevator. I came back and paid a few dollars more for the food rooms, I guess, but this stay wasn't like the last. The entrance was outside, and the room clearly wasn't the same kind I paid for before. There was a kitchenette but no oven, and barely any dishes. The AC didn't work, and there wasn't any counter space.

I prepaid for a weekend at Legacy Vacation Resorts Reno while taking my son to a baseball tournament. We were running late the first day, so I called ahead to check that our room would be held. They assured me it would be fine. When we got there at 11:30 PM, they said the hotel was overbooked and had given our room away. I was promised a quick refund, but had to find another room late at night and pay almost three times as much because that was all that was available. A few days later the charge was still on my card. I called and was told a manager would follow up, and that refunds could take 7-10 business days. A month later, there was still no refund. When I called again, they admitted they'd canceled the reservation in their system but never processed the refund. I've had to pay interest and other unnecessary costs because they didn't honor a confirmed, prepaid booking. Nobody offered a real apology or tried to make it right beyond the refund they'd already failed to issue. Absolutely unacceptable. I won't try to stay at Legacy Vacation Resorts again.