We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hotel Reservation

Residence Inn Reno Sparks

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/28/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Friday May 24, 2024, I was billed for my upcoming stay at the Residence Inn by Marriott Reno Sparks. The two separate charges were for the two nights (check-in: 5/25- check-out 5/27 “2nights”) I was staying there for my son’s basketball tournament. The charges were $443.52 and $364.07.

    When i arrived for my stay on Saturday May 25 the manager Luis A., asked for my card I assumed because I booked online and he needed the actual card. I told him I was already billed the day prior and the charges were pending but without delay he charged my debit account $443.52 and $364.07. So within 24hours a total of $1,615.18 was taken out of my checking account. The correct amount should have been $807.59.

    The Manager Luis A., said there was nothing he could do and he was unsure why there were charges taken out the day prior, since i selected to pay upon arrival. At the end of the conversation he stated it “should be resolved” and if the additional charges do not fall off to call him.

    I agreed to let it go and give it time and apologized for being upset.

    But today, Monday, May 27, 2024, I received two emails stating the Residence Inn tried to debit $400.00 and then $398.12. And when checking out the front desk lady said I owed $398.12. Again they could not explain why the additional charges and that this happened to others over the weekend and “it should all work it’s self out.”

    But the bottom line is they withdrew funds prior to my stay for my stay and then promptly withdrew the same exact amount and then tired to withdraw the same amount again today and if my account wasn’t so low due to THEIR MISTAKE it would have done it again.

    The manager would not give me contact information for his higher management and basically said “I’m sorry i can sympathize with how upsetting this would be.”

    Attached:
    -Screen shot of the charges
    -Emails of the additional times they tried to pull more money on 5/27
    -My reservation showing my stay dates & room price and breakdown

Residence Inn Reno Sparks is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.