When I originally wrote this, I was sitting in room 2184 of the Reno Hilton Hotel. I came to Reno to attend a convention (in this hotel) for magicians... but it will take a lot of magic to right the wrongs in this place.

Let me start with checkin. We arrived at the front desk at 4:40 PM. Check-in time begins at 3:00 PM. Despite making a reservation for a King bed, NON-SMOKING room seven months in advance using the Hilton's website, my wife was informed that "we have no non-smoking rooms". My aghast wife was told "We don't guarantee your preferences, we only guarantee a room." If you - like my wife and I - are uncomfortable with the allergic reactions (and the stench) of cigarette and cigar smoke you'll understand why we'd rather sleep on a cot in the laundry room but apparently that wasn't available. The checkin clerk was little help, nor the shift manager. They were fixated on the oft repeated mantra "we don't guarantee your preferences..."

We were assured "the smoking rooms aren't that bad. People don't always smoke in those rooms, and even when we rent non-smoking rooms, people smoke in those too." (I wonder if that's because they "don't guarantee preferences!") Even when prodded there was no budging on discounting, locating us a room at another property... nothing. Not at all what I'd expect from a name that - according to their advertising - is synonymous with luxury. They did offer that a non-smoking room *might* become available and if we "came to the front desk" to check they might switch us.

We took a chance on the room. We had little choice as we had a schedule to meet and no plan B for our belongings.

They were correct that the stench of the room was not overwhelming. But whatever it is in smoke was present in enough quantity that both my wife and I woke with swollen eyes and scratchy throats. [Yes, this is constantly present in the casino, too - all the more reason why we needed a retreat SOMEWHERE].

The room is equipped with all of the standard items: bed, remote control TV, several lamps and chairs. There is a desk, and a chair that fits it but curiously it was on the opposite side of the room. An internet access connection ($12/day) is located at the TV far away from the desk. The cable provided will not reach to the desk - so you have to sit on the end of the bed to use the laptop. The internet connection tested out at a reasonable 594K bps download and 515K bps upload speed.

There was no in-room coffee or mini-fridge. Two items we are accustomed to find even at low-end hotels. Curiously, however, the maid left us two packets of coffee!

The king bed had 3 standard sized pillows. Not enough for two people to prop themselves up to read or watch the TV. A note left for maid service produced two more pillows and an apology that "no coffee maker was available".

The room was generally clean except that when we checked in there was already trash in the trash can. Unfortunately there also was what appears to be an old blood stain about the size of a quarter on the top sheet of the bed - we found it in the morning after sleeping there all night YUCK! (And no, it didn't come from either of us)

The fan for the air-conditioner when starting sounds like a muted locomotive. When running it has a rattle which fortunately is constant enough that it doesn't make sleep impossible.

As you might guess, I am completely non-plussed by this property. I brought these issues to the attention of the management. The assistant manager repeated "we guarantee a room, not your preferences" so often that I began to wonder if she was human. Somehow that appears to be the excuse for mismanaging reservations and alienating guests.

I asked her what she'd do if she went to a restaurant and was brought a pork chop when she ordered a steak. Would she be happy with the server's explanation: "We guarantee you a meal, not your meal preference?" She explained that she was 'working hard to get us a suitable room'. I sympathized but explained that "trying" was not helping me at all. It was now checkout time and I faced the very likely prospect of having to spend another night in a room that was thoroughly displeasing. While I was waiting for the clerk to fetch the manager I overheard no less than 5 others complaining that they got rooms with a single bed when they had reserved rooms with two queens, or others who were given the company mantra and a smoking room despite their reservation. I ran into a buddy with his wife and three young daughters who were given a smoking room with a single king bed - never mind that they had reserved a double queen, non-smoking room in FEBRUARY.

Before I went to the desk I did some homework. Some friends were staying in the Peppermill which - as it happens - have comparable or better rooms at HALF the price. Peppermill was also voted one of the ten best casinos in America. The Peppermill reservation line, however was jammed (I imagine it may have been due to a boatload of angry Hilton evacuees). Despite hints and outright demands, the Hilton staff never offered anything except an insincere apology followed immediately by the company mantra... "We guarantee you a room, not your room preferences."

The assistant manager finally returned with the good news: they had a room that we could move to that was a non-smoking room. I had secured a room at the Peppermill by that time and told them the only way I would continue to stay is if they made a hefty concession on the price (half off for the first night stay).

It turns out the new room was clean, smell free and had a quiet air conditioner. We slept better... but now that I realize I've paid more money for a poorly run facility I see absolutely no reason to go back.

Normally when I see someone write a review like this one, I wonder if they are 'just whiners'. Please read my other reviews and decide for yourself. Meanwhile, take my advice and don't try to rest at this property - it'll just make you angry and disappointed.

Some other reviewers have noted the many changes of ownership in this and other properties. At the time of this writing, the Hilton chain (which also includes Embassy Suites and others) is owned by "Caesars Entertainment". Which is owned by Harrahs LLC. As the Caesars website notes, Caesars owns Hilton, Paris, Ballys, and others. The Hilton website contains some interesting information including mentioning a "72% overall guest satisfaction rate". That strikes me as very low... now I know why! With the chain of ownership being so deep, I wonder if there is anyone who takes guest satisfaction seriously.

Finally, you might also consider that during our 4 day stay there, there were 800 magicians, hundreds of female teen volleyballers (at the "Pavilion" and in the rooms), hundreds of teen baseball players, a quilting convention, a Flight Attendant's convention, a Judas Priest Concert, and the Mormon Tabernacle Choir. Quite a busy mixed bag of folks and one of the reasons why at times an elevator was as hard to obtain as the room we reserved!

Recommended: No