I recently stayed at the Courtyard Reno Riverfront, and this experience was deeply disappointing—especially as someone who joined Marriott with high expectations.
I have been a Hilton Diamond member for years, and I specifically chose to try Marriott to compare the level of service and hospitality. Unfortunately, this stay fell far below what I expected and has left me extremely disappointed.
First, the front desk service was unacceptable. The staff member who assisted me (a woman with a nose piercing) displayed what I can only describe as discriminatory behavior. She was noticeably warm, patient, and friendly toward white guests, yet cold, dismissive, and visibly impatient when dealing with me as an Asian guest. As a newly joined Marriott Platinum member, I had a few basic questions about my benefits. Instead of offering assistance, she responded with irritation and repeatedly implied that I was adding to her workload. This was not only unprofessional, but also made me feel disrespected and unwelcome.
Second, the hotel’s cleanliness standards were alarming. One of the towels in my room had visible blood stains—something that should never happen at any hotel, let alone one under a major international brand. Additionally, the complimentary tea bags in the room appeared to have been previously opened and used by a prior guest. This raises serious concerns about hygiene and quality control.
