Sonesta ES Suites Reno

The room size was nice.

When we arrived they had my reservation under a different name than my own. Same last name wrong first name. They had the wrong room booked. I booked a 2bd suite, when I arrived they had a 1bd suite booked. After that fiasco was resolved, we got our room. We didn’t notice how dirty the suite actually was because after checking in we left to eat and do stuff. The next day is when we noticed how gross the room actually was. The curtains in my room had stains all on the bottom. It looked like some sort of liquid was splashed on it. The bathroom was dirty are the corners. The toilet clogged easily and flushed slow. In the other room there was toys and candy from a previous guest under the bed. We were on the second floor and it was so hot and stuffy with no airflow. The ac barely felt like it did anything. They really should have fans in the rooms.

I enjoyed my stay

I reserved a room with a bathtub and didn't get it That's the only complaint I have how come you were the beds not to comfortable huh

fine enough but no glasses, hardly any towels. Had to ask for bedding for sofa bed and a whole new mattress due to other one being dirty and out of springs. staff did respond quickly when we did ask for a new one and they were very friendly.

I would like to express my concern regarding the experience I had during check-in, as it was quite stressful and disappointing. After making my hotel reservation, I received an email from your team regarding a paid room upgrade. I agreed to the upgrade without hesitation and subsequently received a confirmation email clearly indicating that the upgrade was confirmed. However, upon arrival at the hotel, I was informed for the first time that the upgrade had not been processed, which placed me in a very uncomfortable and difficult situation at check-in. This was particularly frustrating as I had planned my stay based on the confirmed upgrade. What made the situation worse was that, after receiving the confirmation email, I had sent multiple messages to the hotel several days prior to my trip to follow up on the upgrade, yet I did not receive any response at all. Even when I showed the confirmation email I received, the hotel staff repeatedly stated that they were not aware of it, without providing a clear explanation or solution. Overall, the lack of communication and inconsistency between the confirmation email and the actual check-in experience caused significant inconvenience. I hope this issue can be reviewed seriously so that similar situations can be avoided in the future. Thank you for your attention to this matter.

Prompt response

Not enough parking and that my room was a mess when I got there. Also. They were short staffed. I 😪😢