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“Family gathering” 4 of 5 stars
Review of BEST WESTERN Airport Plaza Hotel

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BEST WESTERN Airport Plaza Hotel
3.0 of 5 Hotel   |   1981 Terminal Way, Reno, NV 89502   |  
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Ranked #18 of 65 Hotels in Reno
Fresno, United States
1 review
“Family gathering”
4 of 5 stars Reviewed March 5, 2014

This is the only Best Western game in town, but continues to provide the best experience. Located directly across from the airport, you wouldn't know it. Very quiet. The staff is service-oriented, but then Reno/Sparks is a service-oriented community that knows their job.

  • Stayed February 2014, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at BEST WESTERN Airport Plaza Hotel, responded to this review, June 10, 2014
Dear Valued Guest,

Thank you for staying with us and sharing your experience about your recent stay with us. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future.

Thank you again for your business, looking forward to seeing you again in the near future!

Best Regards,
Sally Cao
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

327 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (46)
Date | Rating
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English first
Renton, United States
1 review
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed March 4, 2014

We were charged $27 for movie rental that we did not rent. We were told by hotel staff that it is not possible for their system to make a mistake and we would need to pay the fee. We insisted that we didn't rent any movie, but hotel would not deduct it from our bill. We continued to insist that their had to be a mistake, and at our insistence, the manager finally called the company that handles the movie rentals, and she found out that indeed the hotel had made a mistake by not closing out the account from the prior guest. The hotel manager could have also discovered the error but checking the date the movie was rented and our check in time which was approx. 15 hours later! We were humiliated by the experience because movie was "adult entertainment" and I was called away from my husband to be informed of this. This indicated to me that they thought my husband had rented movie without my knowledge. It is scary when a consumer can be told that a mistake is not possible because of technology, and the consumer can be forced to pay for something they did not purchase.

  • Stayed March 2014, traveled as a couple
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at BEST WESTERN Airport Plaza Hotel, responded to this review, March 26, 2014
Dear Ann,

Thank you for your email to me and willing to forgive us on the mistake. Thank you so much for willing to stay with us again!

Best Regards to you and your family!!

Sally Cao
General Manager

Manager's reply March 6 2014
Dear Mrs. Ann T,

Thank you for staying with us and sharing your experience about your recent stay with us. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future.The guest stayed in the same room the night before you was checked out in our main computer system, but the main computer system failed in talking to the movie computer system. This is the first time we ever had a system error like this. We have contacted our main system vendor and reported the error. This is a valuable lesson to us and as of the night after your departure we have started a new audit procedure, each movie transaction will be manually audit every night. We can't let the same thing happen to any other customers again.

I felt very bad after you and Mr.T left my office the other day and I know if the same thing happened to me and my husband I would also be very upset and it would be hard to forgive the mistake. but as an imperfect person I really can't see everything as God. Our night audit report doesn't always show the exact time and date on it, most of the time it depends on which shift we run the report. So when the incident happened I really couldn't rely on the date on the report. I have to call the vendor to find out the exact information.

Please understand we did not intend for this to happen and we were just trying to do our job right. We tried our best to keep the conversation privately and I also comp your room charge before you left my office.

I'm really glad we were able to find out the truth in time and didn't cause anymore harm to you and your family. But I really understand it already hurt your feeling deeply. In this case we would love to do anything for you to exchange a forgiveness. Please let me know if there's anything else I can do for you and your husband, we will do the best to compensate you.

We appreciate your understanding and I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

If I can provide any assistance, please don't hesitate to contact me directly.


Sincerely,

Sally Cao
General Manager
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Hawthorne, Nevada, United States
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed March 2, 2014

For the price, this is a very convenient hotel to stay at. However, the ice machine is chronically broken; Jacuzzi does not work well; they offer no free breakfast. Parking can be a challenge, which I've found the case to be at other Best Western hotels in Nevada and northern California. This hotel does have a very nice outside area surrounded by the facility. It's close to the airport and stores; easy access.

  • Stayed March 2014, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at BEST WESTERN Airport Plaza Hotel, responded to this review, June 10, 2014
Dear Valued Guest,

Thank you for staying with us and sharing your experience about your recent stay with us. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future.

We are apologize for all the inconvenience that caused during your stay, we have purchased two brand new ice machines for the property and the spa is now under upgrading. Thank you for your patience.

Thank you again for your business, looking forward to seeing you again in the near future!

Best Regards,
Sally Cao
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
South Lake Tahoe, California
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed February 23, 2014

The upgrade room I was in was newly renovated, even had a very slight 'new paint' aroma. Quiet, very clean, everything worked. Great front desk experience. Airport shuttle with no wait, both directions. Only drawback: nice, big flatscreen tv, but no HD channels and set to the wrong (squished) aspect ratio.

  • Stayed February 2014, traveled solo
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at BEST WESTERN Airport Plaza Hotel, responded to this review, February 24, 2014
Dear Valued Guest,

Thank you for staying with us and sharing your experience about your recent stay with us. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future.

I'm very glad to hear that you were satisfied with our services, as well as the newly upgraded room.

HD TV will be available on entire property within a couple of month. We will have more good channels for you to enjoy when you return! Thank you for your patience about it!

Thank you again for your business, looking forward to seeing you again in the near future!


Best Regards,

Sally Cao
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Rainier, Oregon
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed February 22, 2014

The cost was very reasonable. Nice Place, great bed. Breakfast is in an attached restaurant with reasonable prices. Restaurant service was very good. Although near the airport, there was no "airport noise". Quiet rooms, spacious and plenty of parking. I will probably stay there the next time that I visit the Reno/Sparks area. This is a good place for business and families to stay. There are numberous restaurants within a one mile radius.

  • Stayed February 2014, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at BEST WESTERN Airport Plaza Hotel, responded to this review, February 24, 2014
Dear Valued Guest,

Thank you for staying with us and sharing your experience about your recent stay with us. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future.

I'm very glad to hear that you were satisfied with our prices and services, as well as the restaurant and guest room.

We are very much appreciated your business and looking forward to seeing you again in the near future!

Best Regards,

Sally Cao
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Seattle
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
3 of 5 stars Reviewed February 18, 2014

Quick and cheap. Effective for what we were looking for. Slightly unprofessional at check-in and restaurant. However, food was delicious at the restaurant. Nice big courtyard that is closed in. Pet friendly :) Comfy rooms, comfy chairs. Best mini fridge in hotel I've seen. Overall an average experience. Nothing special, nothing terrible.

  • Stayed February 2014, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at BEST WESTERN Airport Plaza Hotel, responded to this review, February 24, 2014
Dear Valued Guest,

Thank you for staying with us and sharing your experience about your recent stay with us. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future.

I'm very glad to hear that you were satisfied with the food in our restaurant,the guest room as well as the facilities and amenities.

We will do our best to train our front desk agents and waitresses in the restaurant to a better professional level. Thanks for your patience about it!

Thank you for your Business,looking forward to seeing you again in the near future!

Best Regards,

Sally Cao
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
A TripAdvisor Member
3 of 5 stars Reviewed February 13, 2014

This property was clean and had many amenities our quick stay did not allow us to utilize. The room was roomy but the bed was pretty hard - pillows however were great! Most Best Westerns we stay at offer a complimentary breakfast - some even hot and made to order, not just expanded continental, but this one did not. You could purchase breakfast at the on-site restaurant. One kind of odd thing - girl at the counter during our check out advised they would be charging us for a movie. We didn't check in until 8 PM and it had been viewed during the day - hmmm... It took a bit more than a few minutes, but it was cleared up. Don't think we got a real apology about it, but she was pleasant enough overall.

  • Stayed February 2014, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at BEST WESTERN Airport Plaza Hotel, responded to this review, February 24, 2014
Dear Valued Guest,

Thank you for staying with us and sharing your experience about your recent stay with us. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future.

I'm very glad to hear that you were satisfied with the guest room and amenities. Please accept my apologize for the inconvenience with the in room movie system, we had the vendor came in last week and checked on everything, so the miss posting problem is fixed. Thank you for your patience about it!

Looking forward to seeing you again in the near future!

Best Regards,
Sally Cao
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about BEST WESTERN Airport Plaza Hotel

Address: 1981 Terminal Way, Reno, NV 89502
Phone Number:
Location: United States > Nevada > Reno
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#10 Business Hotel in Reno
#12 Family Hotel in Reno
Price Range (Based on Average Rates): $
Hotel Class:3 star — BEST WESTERN Airport Plaza Hotel 3*
Number of rooms: 269
Official Description (provided by the hotel):
Don't gamble when it comes to scoring a great Reno hotel, when choosing an affordable and luxurious room is this easy.This Reno airport hotel is close to both the airport for those early morning flights and many attractions in the area. Airport parking in Reno can be expensive and quite the headache, but that's all taken care of here. Save that money for testing your luck at the slots or craps tables. You've already hit the jackpot by choosing this Reno hotel.This Reno BEST WESTERN offers an unbeatable location, airport parking and stellar curb appeal. Business meetings are a breeze when working with our Reno hotel events staff and state of the art equipment. Of course, after that presentation has been given, or the deal has been sealed, it's time to make the most of the biggest little city in the world.Local event celebrations like air races, hot air balloon festivals, Street Vibrations, Harley Davidson events, Burning Man, and rodeos are all packed with fun. Sporting events including basketball, volleyball, soccer and baseball reign supreme here. Maybe you're in town for one of the many conventions. Maybe you're simply traveling through en route to Virginia City or Tahoe. No matter what your plans, our Reno hotel is your oasis in the desert. Avoid travel traffic out of the airport if you've just landed by selecting a great deal on a clean, comfortable room at this Reno hotel.The state capital and National Guard military base regularly brings in civil servants and service men and women for work. Get pampered even if you're on the clock.Book a wonderful room at BEST WESTERN Airport Plaza Hotel for the easiest stay of your life! ... more   less 
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Also Known As:
Best Western Reno
Reno Best Western

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