Mediocre motel in poor repair
Reviewed 28 August, 2021
One of my worst hotel stays. Paid extra for a spa room and it had bits of ceiling falling into the spa. It was already not worth the price based on the quality of the hotel, and it was made worse by the poor repair. Motel 6 quality at Marriott prices.
Room was 78 degrees on arrival at 11pm. There was a below-windowl A/C unit with controls, and a separate thermostat on the opposite wall. Totally unclear which to use. I used both, which was a mistake. Around 4am I tried using just the wall thermostat and turning it off at the unit, which worked slightly better. It constantly cycled on and off (despite having the fan set to stay on), and each time it turned off, it clicked 5-20 times as if trying to restart. Seemed slightly better when only using one thermostat, but still awful.
Lights from the freeway, no blackout curtains.
Loud upstairs neighbor playing music and walking around until 2am. Not the hotel's fault, and the front desk (to their credit) went upstairs to tell them to quiet down. To be honest I don't think the music was all that loud, the ceiling was just THIN. You could hear every footstep. Not a party -- just one, maybe two occupants, but you could hear EVERY step. And as soon as it quieted down, my phone rang (twice). Not sure if they were harassing us or if the front desk was trying to call to say they addressed the issue. Either way, unplugged the phone after no response.
Condition was generally mediocre. Ceiling fan attached with sheetrock screws. Spa tub unusable due to bits of ceiling that had fallen into it. More bits fell overnight! Exposed wooden beam due to the ceiling falling in. Hopefully cosmetic and not structural, but really disgusting. Really cheap repaint/repair to spa area. Kleenex shoved into peephole in the door.
Would have been tolerable for $80 a night. Not for $240.
Location is convenient!
Reviewed 25 July, 2021
Stayed for 3 nights, got a 2-queen bedroom on the 3rd floor. The hotel’s location is close to the Legends and is by the freeway. The room is equipped by coffee maker and refrigerator only. I’m glad they have breakfast!
Staff were nice and helpful. However, it seems like they need more staff by the reception to take calls, etc.
Parking is free!
Beware Government ID Holder Travelers
Reviewed 15 March, 2021
We are exceedingly loyal Marriott customers; I don't think we've stayed anywhere but a Marriott property in 15 years. We always book with Govt / Military discount, if available; I am an Air Force reservist and a government civilian employee. Driving back from California, we booked a night at the Sparks Fairfield Inn on my wife's Marriott App; the only noted restriction was "government ID required". When my wife went to check in, the General Manager, Brian Healy, who was at the desk, stated "You have to be on official travel to get the government discount, and you're not". I came in, showed him both my AF Reserve ID and my Federal Civilian ID, and said "I work for the Dept. of Veterans Affairs". (I was still stuck on the ID, since sometimes I've come across Active Duty only, or similar restriction) Without looking up, he replied dismissively "yeah, I'm a veteran too". At that point, my wife noted to me "the issue is around official travel". We both explained we did not see that limitation when booking, and we've never come across the issue at any other Marriott property in many years. I tried a little more appeal -- "I was working in California, etc. . . . (which I was, though just remotely). All this time, Brian never made eye contact and minimally engaged. He made no effort to further explain the "policy", offer any other options, or even state what the regular room charge would be. At this point, my wife asked him to cancel the reservation and stated we would go elsewhere. (we knew there were several other Marriott properties in Reno / Sparks; we did not know they were all booked) At this point, we speculate Brian didn't want us to stay there even at the regular rate because he knew he could charge a premium rate to walk-up lodgers.
We next went to the nearby Residence Inn, they were fully booked, but in contrast to Brian at the Fairfield, the very kind woman at the desk (I really wish I remembered her name) went far above and beyond to help find us a room at a non-Marriott hotel for the night. Next time, we will be sure to book at the Residence Inn in Sparks and not the Fairfield!
I am checking with Marriott Corporate get an explanation of the policy, i.e., can a franchise holder (Sparks Fairfield) add limitations to the basic policy etc., and to advise that if the policy is official travel only, then prospective guests need to be advised before making a reservation.
Reviewed 14 March, 2021
We had an issue with our booking and Brian H, the General Manager, was SUPER friendly and helpful! He want out of his way to take the stress and anxiety out of a booking misunderstanding. EXCELLENT customer service, thank you Brian!
Reviewed 17 January, 2021
I want to be very careful about this review as I want to represent, that at the end of the day, I would rather stay in a so-so hotel 🏨 with great customer service than a 5-Star Hotel with bad or stuffy service.
I had been on the road for 12 1/2 hours, was absolutely exhausted and I am not sure what was happening in Reno, Nevada but I could not find a room anywhere that was under $200!
I did a quick search on Tripadvisor for the fifth time and found that I could get a room here for around $115.
I called customer service to book the room and got a wonderful woman who worked with me and got me in quickly with a reservation number.
I got to the hotel and was greeted by an excellent desk staff. I could tell it had been a long day for them and they were very tired but they went out of their way to greet me and make me feel welcome and that all my needs were met.
By the time I got there the parking lot was full but there is street parking and it actually worked out well because my room was facing the street and I happened to park almost directly across from my room on the third floor so I could keep an eye on my vehicle.
About the hotel itself...
You can tell it’s a little tired and worn but has new carpeting, wallpaper, paint....the weird part was when I got to the third-floor and exited the elevator it smelled like three day old beer 🍺 and flower 🌺 💨 farts; seriously that’s the only way I can describe it!
The only reason I mention this is because those of you who are sensitive to environmental smells probably would not do well at least on the third floor.
The room itself was simple; it had a mini-fridge but no microwave? Also, it could use a deep cleaning, (carpet edges, baseboards, shower scrub, lights and fixtures), but it was suitable for the short time I was here.
If I was to spend any amount of time in Reno, this would not be the place, however, I’m going to go back to the exceptional customer service and again iterate that I would much rather be here than at a different hotel with bad attitudes.
Customer Service 5+