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SureStay Plus Hotel by Best Western Reno Airport
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Reviews (830)
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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
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western
Thank Dan R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at SureStay Plus Hotel by Best Western Reno Airport, responded to this reviewResponded 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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western
Thank Kyle C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at SureStay Plus Hotel by Best Western Reno Airport, responded to this reviewResponded 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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western
Thank jenniferwR6771UR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at SureStay Plus Hotel by Best Western Reno Airport, responded to this reviewResponded 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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 6, 2014

Last time we stayed the bathroom sink had no running water. This time the room only had hot water. Both times we were offered another room. Great but we were settled in already so said no. Staff Great. Rooms old, dirty - Last Visit Jan 2014 was our LAST Stay. Best Western rates this hotel a PLUS. NO way. It is maybe one step above a motel 6.

  • Stayed: January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western
2  Thank Donna W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at SureStay Plus Hotel by Best Western Reno Airport, responded to this reviewResponded February 10, 2014

Dear Valued Guest,

Thank you for staying with us again and sharing your experience about your 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.

To turn on the water in the bathroom you need to pull the handle out and then turn to adjust the water temperature, by only turning the handle without pulling it out first, will not turn on the water, by turning the handle before pulling it out, you will get hot or cold waters only, due to the position of the handle when you pulled.

Due to the room & facilities, yes, we do have an older property, that's why we have just started the "Best Western Property Improvement Program", during the program; we are going to upgrade the entire hotel. You mentioned the room was dirty, if you could provide any additional explanation about it, that will be really appreciate.

Please consider staying with us again, and thank you for your business.

Best Regards,

Sally Cao
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 6, 2014

The toilet kept flushing itself all night long. I had to sleep with earplugs to be able to get any sleep. The room was nicely decorated, but I was there one night and could barely get any sleep at all due to your plumbing problems. It was too late to have maintenance look at it (after midnight) when I turned off the TV and wanted to go to sleep. Also, the heater would intermittently push out hot air then cold air. It was a very cold night and the bed did not have a comforter or quilt on it and to top it off (as I already mentioned) the heater would intermittently blow out cold air). Overall it was not a restful stay. When checking out the staff did not even ask how my stay was.

  • Stayed: February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western
Thank Christian M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sally C, General Manager at SureStay Plus Hotel by Best Western Reno Airport, responded to this reviewResponded February 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.

Please accept my apologize for all the inconvenience it caused you during your stay, but we do have maintenance staff on duty 24/7, and they are well trained on fix pluming problems or any other issues in guest rooms. Due to the heather in your room, we have a energy saving system, by simply follow the instruction right next to the thermostat on the wall, you will be able to avoid the problem you experienced.

My apologize that our desk clerk didn't ask you about your stay, an appropriate coaching was addressed to all desk clerks.

Please consider staying with us again, we would love to give your a free upgrade!


Thank You & 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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