An excellent property, marred by small annoyances
Posted Aug 22, 2016
I chose Staybridge because I was traveling with my dogs, and they allow dogs for a reasonable fee. The rooms are clean, and the hotel is quite nice. The rooms are quiet, and the staff keeps everything very clean. There were two annoyances: First, I had reserved two rooms when I made the reservation months ago; one for me, the other for my daughter, with a dog in each room. I made this clear with the staff on the phone. But when I arrived, they first tried to put us on separate floors; then changed that to the first floor -- but as far apart as physically possible. We were about a block away. When I complained, they said that they don't assign rooms until the guest arrives. This makes no sense when the customer reserves two rooms. Obviously, we'd want to be close. To make matters worse, the phone in my daughter's room didn't work. It would ring, but could not be answered. The hotel was unable to fix it during our stay. The second annoyance is that the card keys don't work consistently well for the outdoor locks or the rooms. I thought it was just me, but I ran into several other guests who were locked out of their rooms when their key stopped working. Getting the key re-issued was not a problem, unless the staff person was gone -- which happened a couple times.
If they fix these issues, I'd have given them 5 stars in all categories. It's a nice property and a lovely part of Reno.