Ramada by Wyndham Reno Hotel and Casino

As someone who had prepaid in full, I was treated as though I were refusing to pay, and the experience was humiliating and extremely distressing. I hope the incident is reviewed at a corporate level so another guest isn’t put in a financially vulnerable position by a preventable process error and an inflexible management response. I appreciate Mr. Flores’ professionalism and hope the standards he represents become consistent across management. The Front Desk Manager needs help. General Manager Adalberto Flores had handled an earlier issue during my stay with professionalism and accountability, and I respect how he resolved it. A later incident involving Front Office Manager Mina Villalobos was very different. Another guest mistakenly gave my room number at checkout. The hotel marked my room as checked out and refunded the remaining seven days of my prepaid stay, approximately $2000. A refund of around $700 was issued under my room number without verifying the correct guest’s identity. Soon afterward, I was called and told to leave immediately. I explained that I hadn’t checked out, still had seven days left, and the refund had just been processed and would take several business days to reach my account. I expected the hotel to review and fix the matter calmly. Instead, I was told, “If you don’t pay right now, you leave.” There was no apology, no recognition that I’d prepaid, no temporary correction in the system, and no constructive escalation. Security was called, and I was pressured to leave because I couldn’t pay again for a room I had already paid for while waiting on the hotel’s refund. This raises serious concerns about checkout identity checks and the immediate move to removal instead of resolving the problem.

Signing up for the attached casino gave us some free stuff. We found the room and the rest of the facility exceptionally clean, with cute retro bathroom tiles, clean products, and a fresh smell throughout. This was one of the cheapest options available when I booked that same night, and I’d been wary of the quality after reading other reviews. The service and cleanliness pleasantly surprised me. I’d stay again.

The staff were professional, courteous, and a joy to deal with, and seeing a security desk in the lobby was reassuring. I paid for two nights, but the wi-fi was mostly off, with only intermittent service. After 40 minutes on the phone, tech support said my room was too far from the ‘hubs’ and there was nothing else they could do. Had I known the advertised wi-fi was basically unusable, I wouldn’t have stayed. I’ll have to work from Starbucks or somewhere else, which is a bummer.

Deanna at reception was friendly and helpful. She let me check in early for an extra $25, which I was glad to pay after a five-hour drive and arriving at noon. The 350 sq ft room was clean, but looked as if it hadn’t been remodeled since the late 80s. Air in the lobby and hallways was poorly purified and smelled of stale smoke and age. This slightly urban property is surrounded by auto repair businesses and Veterinarian hospitals, with a Dennys on the corner, and it’s a 15 minute walk to Reno’s Big Three: Silver Legacy / El Dorado / Circus Circus resort hotels. The lobby reminded me of a greyhound station married to a laundromat. I’ve traveled a lot for business and pleasure, and have usually found Ramada Inn / Wyndham hotels stylish, comfortable, affordable, and family friendly. This one felt like the neglected stepchild of the Wyndham family, lacking its welcoming feel and straying further from the brand’s style than any I’ve seen.