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Rated 3.5 out of 5 by 127 reviewers.
Rated 1.0 out of 5.0 by Disappointment with Hotel and IHG Rewards Program I had two reservations for this hotel, making the second after making the initial reservation. I checked in on Friday, September 26th, for what I thought was two nights. The second reservation I subsequently made was to be there for Sunday night as well. Read on to see what happened next. I will start off with the one positive of the stay in recognizing the gentleman, Chuck, working the front desk when I checked in. He would be an asset to any hospitality operation. My first frustration came when I asked if there was a breakfast provided with the room and told no there wasn't. I guess I have become too frequent a traveler that there are not many places these days that don't provide a breakfast for at least their supposed "best customers". Okay, life goes on. Then after getting to the room and trying to get a wireless connection, it wasn't happening. As I was getting ready to go out for a while, I stopped by the front desk and asked about the wireless and Chuck said sometimes that time of day it seemed to have problems. I told him I had had similar issues with a Holiday Express in Roseville, California. He said he would reboot it and check it when I got back. Well, same result as the first time. I called down and he gave me the number for customer support. They tried to tell me the connection in the hotel was working but I must have picked up some malware. Funny thing, all week where I was staying, the Wi-Fi worked just fine. Come to find out, the malware must have come from their network at the Holiday Inn because when I checked in at another hotel, I had the same issue, so I did a system restore and everything worked fine. Another note to make is that when I went to the hotel's business center to use the computer, they were having the same issue there I was having in my room. Chuck rebooted the server and was able to get a connection in the business center; however, that didn't help me or everybody else I encountered in the elevator or hallway as they were complaining they couldn't connect to the Wi-Fi. Chuck did say he would be glad to see the next week pass because they are supposed to upgrade their system and Wi-Fi. I will trust other reviews to find out as I will not be back to test it. Maybe I have become a travel/hotel snob, but I expect a certain standard when I make a reservation and plan on staying at a property. I have increasing become frustrated with the IHG#Intercontinental Hotels Group# Rewards program. They have made changes which have been more and more frustrating as time goes on. It used to be if there was a room available, you could use points to get that room. Those days are gone. They call it a loyalty program, but the loyalty seems to only go one direction. Stay with them, accumulate your points, and then get frustrated when you can't use them when and where you want. My next irritation with the IHG Rewards program came when I called their Platinum #supposedly their best customers# desk and asked about my understanding of the website and their "fast track" status. The young lady I spoke with told me that the fast track was for people without status or moving up the status ladder. In other words, since I am Platinum, I must stay 50 nights to retain my status, but if I don't have status I can do it by staying at 4 different brands within the program and 40 nights. Okay, you've been one of our best customers, so we're going to put it to you. I can accept that. That pretty much sealed the deal for this hotel. Not only did I cancel the reservation for Sunday night, I checked out on Saturday and moved over to another hotel in Reno, where I was provided with a breakfast. I have spent over 110 nights in another program's properties this year because the brands within the IHG network have just deteriorated to the point that their Holiday Express brand is about as good as they get. The Holiday Inn properties don't generally provide much for Platinum members, the Crowne Plaza properties have gotten old and even when they have been refurbed, you know you are still in an old building. Such was the case with the Holiday Inn Sparks-Reno. It was a 30 year old building with pipes sticking out of the ceiling and wall for the sprinkler system. Well, I guess I need to recognize that at least they had one. The Holiday Inn Sparks-Reno is located on Nugget Avenue, down the road from the Nugget Casino; however, you drive past a number of industrial properties in between. I was thankful I had a car because the hotel's shuttle provided service to five destinations in the area for a round trip charge. Here again, I guess I stay in too many properties, IHG included, that provide a complimentary shuttle. I guess they figure if they get you there, they've got you. Frustrated with this property and the IHG Rewards program? Yes, I am. For someone spending over 200 nights in hotels this year, they have done a fantastic job of driving me away from their hotels and program. Again, for other hotels in the area, if you can get Chuck, the front desk guy, you will have an asset for your operation because as I said, he was their only redeeming factor. If I could go minus on the rating I would October 18, 2014
Rated 3.0 out of 5.0 by Great service with staff who truly care to make your stay comfortable The staff here truly stood out to me compared to the other Holiday Inns. The restaurant was clearly under staffed the morning after our stay and we dropped in right before the breakfast hours ended. Our waitress and server never once lost patience with us and apologized endlessly for the wait, which we understood. After we got our food to go, it became apparent that the server was covering two jobs, he was also the shuttle van driver. But they went out of their way to make us feel attended to even when they were probably overwhelmed by what's going on. Our room, on the other hand, was not so pleasant. Because of our late arrival, we got the room at the end of the hall. The furniture and decorations can use some update. October 17, 2014
Rated 4.0 out of 5.0 by great service, BUT Very good service and clean room, but when I asked if they had a shuttle to the Nugget casino, less than a mile away, I was told yes, but it would cost$12 I find that outrageous that a Holiday Inn would do that. The desk manager was concerned enough about me walking without a side walk that he lent me his flashlight. October 17, 2014
Rated 5.0 out of 5.0 by Convenient location The staff was friendly. Having the restaurant/bar in the hotel was nice. October 17, 2014
Rated 3.0 out of 5.0 by UNCOMFORTABLE bed, staff was great We stay at a lot of Holiday Inn Expresses, and the beds are usually very comfortable... not here. It was too hard. October 16, 2014
Rated 4.0 out of 5.0 by Good location with easy access to freeway! Overall our stay at this hotel was fine. There was some mix up and our room was not cleaned which left us short of towels and coffee. However, the room was clean, the floors were clean, and the beds were both clean and comfortable. Chuck at the front desk was very helpful and supplied us with a online map to get to the convention center. He took the time to pull up two different routes. The room was fairly quiet considering it is close to the freeway and the airport. There were no Kleenex tissues anywhere to be found in the room and the amenities were a little sparse. Towels are decent but I can not figure out why they want you to conserve but offer no towel racks where you can hang your towels to dry. The only one we had was actually at the back of the shower and would not accommodate the three of us. October 16, 2014
Rated 4.0 out of 5.0 by Excellent staff a little trouble with housekeeping Overall a good stay, housekeeping missed a couple of days during my 6 day stay. Front desk personnel were excellent as always. October 12, 2014
Rated 4.0 out of 5.0 by laundry room I used the laundry, and my only complaint was about the detergent dispenser. It didn't deliver my purchased item. The hotel staff remedied the problem, about at the end of a very long day, the extra 30 minutes to do laundry seemed k=like much longer. October 12, 2014
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