TownePlace Suites by Marriott Reno

The difference from my previous Homewood Suites by Hilton stay, one of the best hotel experiences I've had, was night and day. That stay had great service, a clean property, and an excellent breakfast. This Reno location was one of the worst hotel stays I've had. The heater didn't work, service was poor, and trash sat outside my room from morning on. The walkway smelled bad all day, and the place felt neglected and unhygienic. Breakfast was cold and tasteless. I recommended it to five families so we could spend New Year's together, but none of them were happy. It was embarrassing, and the trip was ruined for me, my family, and friends. I wouldn't recommend staying here. For the price and Hilton name, even a very cheap motel would be a better choice. I'll never stay here again.

I've stayed here more than a dozen times since 2015, but I can't understand what happened to this place. This was the worst stay I've had at a Hilton Honors hotel, and I feel completely cheated out of the Hilton Honors points I used. Renovation work was underway, but I hadn't seen that when I booked last fall and got no warning. The pool, hot tub, and workout room were unavailable, the fourth-floor ice machine didn't work, and I couldn't get into the first-floor coin laundry. Only one elevator ran, and its carpet looked filthy. My room's TV needed someone from the desk to get it working, and the shelf system in the closet by the bathroom wasn't fully assembled. Breakfast was pathetic, with French fries, which most people don't eat for breakfast. They also didn't service my room after I removed the Do Not Disturb sign. The front desk called to say I should have requested service earlier, even though the sign was down before breakfast began at 0600.

Our room was clean, but we barely had any hot water, and the dishes were so dirty that we had to wash them again before using them. Noise carried easily through the thin floors and walls. People below us complained to us and the front desk just because we were walking, and we could hear the guests above us as well. Breakfast was below par: there was one two-slice toaster, no tongs for the bread, a broken juice machine, and cold eggs and potatoes. We had to hunt around for things like butter and hot water. The hotel is under renovation as it transitions from Hilton to Marriott. We chose Homewood Suites over Home2 Suites and were completely disappointed. The manager was very sympathetic, but everything else was awful. As a frequent traveler and Hilton Diamond member, I think this property is pathetic. I get the impression they've let things go during the transition.

We had to keep the windows open throughout our December stay because the new-paint smell and construction were so overwhelming. We were on the second floor, thankfully, but couldn't get our toddler down for a nap. The pool was closed, and we usually book an indoor pool so our little one can have some fun. In the tub, there was standing water when my husband went to use the bathroom, and the dishes in the drawer were visibly dirty. We left the room early to get dinner, and the front desk was empty. It was still empty when we came back a few hours later. Towels and other trash were piled in the hallways all evening and into the morning, and construction noise began before 8 a.m. Breakfast was just bagels, mini muffins, generic cereal, coffee, and yogurt. At checkout I tried to explain that Expedia hadn't made us aware of the construction and I would have booked elsewhere. An older man at the desk said Expedia had been told three months earlier but chose not to tell customers, and that I should contact them because he could do nothing. He dismissed my concerns about the trash and said the same when I tried to explain why things like the pool matter when traveling with a toddler. He said I was getting angry, though I was just trying to be heard. I wasn't asking for anything, only to have my concerns listened to. I'll write reviews and contact management and Expedia. Very disappointed, and I won't return.