Hotel Staybridge Suites di Reno

So first of all, I have been a platinum member for IHG® for over 10 years. This has got to be the most horrible experience I’ve ever had at any hotel. On August 12th, we booked two rooms at this hotel for a family trip with my parents and my family. We had a 6 AM flight to catch the next morning, however around 1230AM at night the fire alarm went off. We all exit the building which seem to be normal. The fire marshal stopped by and was there inspecting the building for about an additional one hour. The alarm was intermittently going on and off and it seemed that the fire marshal was having some problems turning it off. We were still outside the building for over an hour wondering what was going on and why we couldn’t go back in thinking there might have been a real incident of fire and they were inspecting the scene. Then all the sudden the fire marshal and his crew left as the fire alarm continued to go off. All the guest were stranded outside scratching their head wondering what was going on. Management left a note on the front desk stating that the manager was not available and that a fire alarm was malfunctioning and the tech was on his way. Around 2AM, Half the guest went back in holding their ears because the noise was over 100 dB loud. The other half were seemingly in their cars and they basically slept there all night. We went back into our rooms and had to cover the speaker inside of our hotel to muffle the sound. But the sound was still very loud and basically no one could get any sleep. Around 3:30 AM we couldn’t take it anymore and we packed our bags and left the hotel to head to a parking lot where we could rest before going to the airport. In a nutshell, we got zero sleep. The next day we called management asking if we can get a refund, they said to call back on Monday when there was “a manager“ available. I left numerous messages and they never called back. We never got a refund, we never heard from them. Essentially their fire alarm malfunctioned as it was still continuing to go off, guest were going back into the building to occupy their rooms, appallingly creating a more dangerous situation had there been a real fire. They made no effort to accommodate guests to place them into other IHG hotel tells nearby. This was an incident of a total collapse of management competence. This reminds me of torture methods where they force people to sit in environment that creates extreme mental anguish. If you are booking at this hotel, good luck.