Hampton Inn & Suites - Reno West, NV

Clean and large rooms

Great service

Large, clean, comfy rooms. Good breakfast, and an available Tesla charger

We spent over a week in the hotel. While there were some good things, the not so good things outweighed that. Front desk staff was great. Room was very clean. Our shower started acting up on Christmas Eve. We were told that Maintenance was off until Saturday but they would come in when they got back. Never heard anything from maintenance. Talked to front desk through text and maintenance fixed the shower on the 29th. It would randomly scold us and our children. Not good especially for an ada room. The “renovated” rooms could have been done better by my 9 year old. I am a contractor so he would have an advantage over ordinary people but “professionals” did these renovations and they have some major flaws that will keep maintenance working for a while and may get a lawsuit from someone when the nightstand falls off the wall. Nothing is level at all. Nightstand is falling off the wall (I took a video of it but won’t let me post) the drawer would not stay closed and maintenance told me the renovation guys just screwed it into the drywall so they couldn’t fix it. The door in that room sticks closed if you close it too far and you are completely stuck in the bathroom unless someone kicks it back on track. The shelves in the bathroom are falling off. When occupancy is up the showers will lose pressure and hot water.

Other than the rooms breakfast was good but if you get there after 9, there will be no oatmeal or anything being restocked. Fruit was reused daily and the melon tasted rotten. Overall breakfast was decent though and we ate it daily for the 10 days we were there.

Seriously go somewhere else. It’s a decent hotel with a great staff but save your money and go elsewhere. I never once saw management on site.

It’s definitely not worth their price point.

Close to where I wanted it

As a business traveler, finding a pet friendly hotel and in-house amenities become important. One of the primary things I look for is the availability of a gym so that I don't have to leave the dog on premises while I leave because the dog will bark and it becomes a nuisance to other guests on site.
Upon check-in I was informed the gym and spa were both under construction and closed. And while these things happen, they were not published as being unavailable on the website. If the information was published, it helps me make a better decision and gives me the option to decide to look at other properties.
I brought this to the attention of the front desk and asked if they could knock some off the rate. Having worked in the hospitality industry for Westin at the front desk for many years, I understand the need to be empathetic and also own the responsibility of compensating guests should the stay not meet the expectations. It is also incumbent upon a business to inform guests of potentital issues. The front desk was adamant they would not be able to adjust the rate and described the difficulty of providing information up front to guests because they don't own the website. And I mentioned while that may be true, hotels own the responsibility to inform.
I was polite, never raised my voice, nor was I a "Karen" but business is a relationship where a business provides a service at a price the customer agrees to, and the customer does their part by providing payment.
And while they did knock the pet fee off after a long discussion, it should never have required a long discussion. It was simple. If things are closed that weren't published prior to check in, and the guest is not happy, then find a way to make the guest happy. That's the customer service business. I was in it for a long time and appreciate things happen, but at the end of the day, do your best to find different options for your guests. I don't feel in the future this will be a place I would stay because the staff just didn't understand customer service well. I honestly was surprised at the reasonable request that was made and the response that was given. As a business traveler I'll start calling ahead before booking a hotel because Hampton Inn information online is unreliable.