We booked a standard room at the Sand's Regency -Reno back in July '08 for a one night stay on October 11, '08. We took our 13 yr. old daughter to see Reba McEntyre and Kelly Clarkson performing in Reno that weekend.
When I called in July to book the room; I specifically requested that we be put in a "non smoking room". I was told that wouldn't be a problem, they had plenty of "non smoking rooms" available.
On our e-mail confirmation, it also indicated that we had booked a "non smoking room" and thought great; were set. The confirmation said, "Confirmed-Non Smoking-Standard-Guest"
When we arrived at the hotel late Saturday afternoon, we checked in at the front desk and were given our room key's. Just before stepping away from the desk, I asked the clerk to confirm that this room was a "non smoking room" and he said that they didn't have any more "non smoking rooms", they were booked full. I told him that I had specifically requested at the time of booking (back in July) and was told that there would be no problem to get a "non smoking room". He rudly said, "Sir, that is only a request, we can't guarantee it!" I showed him my e-mail confirmation that also indicated where it stated the Confirmed Non Smoking section. His rude reply was the same, "It's only a request not a guarantee!" I guess that is what they are trained to say when confronted with the facts.
OK, so we thought, we'll see how bad the room wreaks of smoke and if it's not too bad, we'll live with it.
When we opened the door to the room, it not only smelled so bad of smoke, it wreaked like a boy's high school locker room after a game. My God, what a putrid odor this place had.
I called down to the manager and told him of this and he said he could send housekeeping up to spray air freshner to make it smell better. I couldn't believe what I was hearing. They just didn't get it!
Well, the phone book came out and I started calling around town to find another room. That was going to be nearly impossible because not only was there the Reba/Kelly Concert there was also the Italian Festival gonig on this weekend and every decent hotel in town was full.
Finally, the last place I called, which isn't there anymore but I got their national reservations line anyway, The Hilton Hotel & Casino. They had two properties in Reno that had availabilities. The Hilton Garden Hotel just about five miles south of town and the HomeWood Suites. I booked a room at the Hilton Garden Hotel and I have to say, if you want a place to stay away from downtown, this is the place. It is brand new, the place was super quiet, clean, cozy and well worth the $139.00 we paid for it.
As far as the Sand's Regency.....RUN!