West University Hotels, Reno

"Couple issues…. 1. steam shower did not work for two days called to get it fixed. Short female manager said we just probably didn’t know how to turn it on????? 2. Had a roach in our room on the nightstand killed it put it under glass. Manager changed our room said they were going to credit us partial because we had to change our room. Manager was very matter of fact of our concerns… no apologies, no sorry that happened very matter of fact “will change your room” The room we received was smaller than our original… And the Steam shower worked perfectly, just turn on the button, but we only got one morning of use. Reported back to Manager that the Steam was working in the new room…it wasn’t user error…. She says OK ??? I think if the manager would’ve been at least somewhat friendly and concerned of our issues, and not blamed us for the steam malfunctions we probably would’ve just have rated everything excellent…. Like they say you don’t remember what they said, you remember how they made you feel… And they didn’t make us feel very good and appreciated. Was a bummer we upgraded to steam room , didn’t get to use it… KF & MH "

"There is ample free parking. There have good pool hours but bring a life jacket for your kids if they need one. They do not have them available to rent or purchase. The rooms are dated and they didn’t do any housekeeping (I.e. replace towels, toiletries, take out garbage, etc.). They were very nice when we called down to request replacement towels and such. We booked a king room but we checked in late so all of these king rooms were unavailable and they booked us in a two queen room instead. Overall, we had a good stay and it was worth it for the price. "

"Ammenedies and ease of check in"

"Goood"

"Room was clean"

"The rooms were OK. Multiple elevators broke down the night that we stayed there and I got stuck in one of the elevators. It was hot and I ended up having a panic attack. By the time they opened the door, I was on the 18th floor. I walked up to the 23rd floor. When I called down to ask if the elevators were fixed the front desk person says “I haven’t been told that they were broken.” dismissing my concerns about getting on a broken elevator. They should have a warning that they have old elevators that may break down. There were other guests that were also stuck in the elevator. One guest was stuck for over an hour. The staff dismissed it like it happens all the time. There was no empathy from any of the staff that I talked to, except for the security officer. "

"Was clean over all the property."

"We only stay the night to catch a flight bright and early the next morning so didn’t really see or do anything in the hotel so don’t have much to rate off of."

"Was a great room for the price. "