Sonesta ES Suites Reno

I noticed the windows on the first floor not open I think they should open on a case of emergency

The hotel

It would have been really good hotel if not for the fact it was 80 to 90° and their pool was closed and was not going to be open our whole entire stay so we left for another hotel because we booked it because it said it had a pool and didn't say it pool was closed on the website

It was the worse ! Upon checking in they let us know the pool was closed . We had baseball teams coming in and that should have been mentioned upon arriving by email or a message. It was not communicated . Checked in and checked right out . Horrible experience

Booked months ahead and when we got there they tell us the pool is completely closed because it needs to be re-plastered. The toilets are clogged. The front staff had an attitude and was rude.

I liked the renovations done. The suite was impeccable. I didn't like the location of the bathroom, felt it would be better to have it outside, accessible to living room and kitchen. the temperature control did not function well and the air conditioning was very loud.

We chose this hotel based on location. It was very close to hospital where my husband was having surgery. Having the kitchen was great. Room was large. Bed comfortable. I asked for one favor-to be located away from freeway adjacent to hotel. Desk clerk assigned us to a room facing closest to the freeway. Since it was a one night stay, we decided not to make a fuss. Room was clean but we found someone else’s pants in one of the drawers, there were no bath towels and there was an empty plastic water bottle under the sofa. Clearly, housekeeper was distracted. Grounds of hotel are very neglected. Swimming pool looks permanently, not temporarily closed. Grass in gathering quad area is dead. We did not try breakfast as we had to leave before 6am.

Happy and very satisfied with our stay. I would stay again. Lots of value for the price. Location was near many places and easy to get to. Lots of parking. Free breakfast was average. One issue I had was contacting front desk with phone inside the room. But it's a very minimal complaint. Otherwise, I would recommend.

The complimentary breakfast was decent and included cereal, eggs, bread, yogurt, and other basic options. Unfortunately, the pancake machine was broken during our stay, which limited the selection a bit.

No pool available…front desk always cutting my question short while’s answ ring very disrespectful

Had a lot of problems but staff were quick to get them fix. The pool is out of service and was told it should not be shown on websites. Iron bord was broken and stuffed in the closet. Glasses were not properly washed floors had stains walls had patches was missing remote in the bed room. I talked to staff about it and they were quick to handle it so the was big to be me. Funny I would probably go back due to staff.

The room itself was spacious and nice. I was let down by the staff and lack of follow up. I called a few times to report that my room had no air conditioning. Every time that I called the staff would be confused and acted as if it were the first time I reported the issue. I was told each time that a maintenance person would come by. During the two days I was at the property no body came by. I asked for body wash and no maid came by. It was a frustrating experience especially since it was a hot weekend.

Exceptional

The property had weeds growing up around every flower bed. The pool was closed and the temperature outside was in the 90s should’ve definitely been open. There was a broken window in the back at the entrance, and there was glass on the ground. I walked up to the desk and the front desk person walked away. Room was clean and that’s about it.

The main issue was that the poor lady working late was all by herself left to clean, prep for morning, and manage property and guests who were checking in late. This created issues where guests didn’t have towels. We got there around 10:00-10:30 pm from a long day of traveling to a sign that said we are out of the office and will return shortly. We waited 10min before calling the hotel number which just rang and rang and eventually disconnected. I called their reservation department who were of absolutely no help what so-ever. They just told me that I would have to wait until someone came to the front desk. So, we were not able to check in. We waited for 30-40 min before another guest finally knocked on the kitchen door. The night person answered as if they did not know what was going on. She came out and gave people towels. Upon asking if she could help me, I indicated I had been waiting for over 20min for someone (it was mot like 35-40min). She seemed irritated at me and said there was no way I was waiting 20 min. Here’s a tip. Don’t argue with guests. Regardless, I suggested that they needed to hire more staff. She said to take it up with management. Let’s just say they need education on hospitality. We were very dissatisfied and won’t stay at these properties again.

There was a horrible smell in the hallway

The room was great , everything was super clean and quiet There was a horrible smell in the hallway

Clean, easy, nice

It was surprising nice. We very much utilized the free breakfast each day.

Staff is very helpful specially Melissa.