Extended Stay America Suites - Reno - South Meadows

Horrible

Parking safe. Food items where not as expected . Maybe add bananas

Was a nice stay. Clean, comfortable.

Very basic but clean

I called in advance to ask the front desk if it would be okay that I would be arriving/checking in between 12:30 and 1:00 AM. They assured me that they had front desk service 24 hours a day. I booked the room. When I arrived at 12:45 AM to check in, they said that I was considered a no-show and that it would take them at least an hour for their system to reset. They requested that I go to the maverick gas station down the street to wait. I waited in my car in the parking lot until 2:00 AM for them to be ready to check me in. I had to leave by 8:00 AM for a meeting. Had a terrible night of sleep. Couldn't get the rest that I wanted because I had to wait in the parking lot until 2:00 AM to be checked in. I was directed to speak to the manager about a refund. She was of zero help. She told me to take it up with Hotels.com I literally could have stayed at any other hotel and been checked in immediately. What is the process for getting a refund?