First, they lost my reservation. Not a big deal, but an inconvenience after a long road trip. I got into a room and tried to get some sleep for a busy next day. Drip...drip...drip...water running.... from the leaking toilet, all night long. I finally burried my head into my HARD / CHEAP pillows to muffle the noise. I checked out in the morning and was asked if everything was alright by the clerk. "Actually, it wasn't," I explain, "the toilet leaks and kept me from having a decent nights rest." The clerk could have cared less. "Sorry to hear about that, we'll look into it." Was all I got as I signed the bill. Then, I returned home to discover I had left my book in the room at the hotel. I called them asking if they had found my book and they had. I asked them if they would ship it to me and they said they would. I'm thinking they're alright and I can get past the other stuff. A week later, I called the hotel to see if they had a tracking number for my book because it hadn't arrived. The clerk explained that after she hung up with me last week, she learned that it was my responsibility to get the book back and the hotel would not ship it for me. She didn't bother to call me back and let me know this (they have all of my information from my stay, plus I am a priority club member). Talk about a big ZERO on customer service. There are several other very fine hotels in Elko that I recommend over this one. In fact, I will never visit this establishment again.