Thank you for your wonderful 5 Star evaluation. We are all delighted that we made your visit to our condominium resort a memorable one. Thank you, again.

Dear Miranda, Thank you for sharing your opinions and insights with us. I sincerely thank you for your candor and the specifics of your evaluation. It is unacceptable that the A/C was not working property, and I wish you had indicated which apartment you were in so that I could follow up. Reno and Sparks have been unusually cool this year and some of our heat pumps were literally warming rooms just two weeks ago, not trying to cool them. This may account for the system not performing as it should, as even with recharging with Freon and replacing filters, some units simply do not wish to cooperate after going unused for months. I will, nonetheless, send maintenance back to recheck every units' A/C over the next several days, as equipment failures are not acceptable if they can be avoided and your unit's A/C should have been tested before you arrived. Thank you for your comments about our cleanliness and also about the nice outdoor pool and spa we offer to our owners and our guests. I am happy your children enjoyed the visit. I really appreciate your input. Thank you!

Thank you for your review of our Resort. Plainly, it is disconcerting that you experienced things that you did not prefer or like, as we are trying every day to improve. However, we did not impress you, and I ask you to accept our apology. We are a timeshare facility, mostly utilized by the owners of the various apartments that comprise our property. Most owners stay for a week or two, and our approach meets their needs well, but you may have been expecting a different experience. You did not indicate which room you stayed in, but all of our rooms are being renovated and about 75% of the Resort has been completed. Apparently, you were in one or our older, traditional rooms, and they have not been renovated in over a decade. We regret that we have rooms still awaiting renovation, but, as a fractional ownership property, the Home Owners Association needs to approve all changes and how we allocate their money. Our management team has worked with them and we got approval to renovate every room, but it has taken time and we still have more rooms to fully refresh. I apologize that you did not get our best, and simply ask that one day you consider giving us a second chance. The Resort will be fully refreshed by the Summer of 2020 and should not disappoint. However, we did not meet your expectations this time and I sincerely regret our falling short. Thank you.

Thank you for your inspirational review of our resort. We are all gratified that you found our efforts to meet your expectations and even beyond. We are trying every day to improve the Resort and its services and while the completer renovation will not be finished until the end of the year, we have even more improvements planned for 2020. I hope that you will return one day and see all we have accomplished. Thank you for staying with us and for letting us know you opinion.

Dear Maria, Thank you for your wonderful ranking of our resort during your stay with us through Hotels.com. We are so gratified to receive a "10" from you. Thank you! We still have a ways to go to delight each and every guest, as some rooms are still awaiting renovation and some other improvements to our property and services are in the pipeline for later this year. However, many of our owners and guests are enjoying the progress that we have made to date and I am so happy that you got to see and experience what the future will be for all one day soon. Thank you for letting families who view your comments know that we have a great venue for them. We are a family owned and operated business, so that means a lot to us. Please visit us again and see what else we have planned to make our resort even better.

Thank you for your positive evaluation of our resort. We thank you for staying with us and for sharing your review with the Expedia community. Please visit us again when you are in the Reno-Sparks area.

Dear Ashton, Thank you for taking the time to give us your candid comments. While some guests are not happy with our long-standing ways of stocking our guest suites, as the relatively new Resort Manager, I am looking at every aspect of our operation. Just to be clear, we do not stock coffee or tea in the rooms. We do offer complimentary freshly brewed coffee, tea, spiced cider and hot chocolate in our main guest lobby. I know it may seem strange that there is a coffee maker, but no coffee, but we are primarily a timeshare property where the owners bring all their own supplies for their week-long stays. Times have changed, though, since the time these policies were implemented and I will continue to look at what is best going forward. I sincerely apologize that the room type you reserved was not immediately offered to you. That was a clear mistake and I hope that you will forgive us. I do wish to mention, though, that over half of our one bedroom condos are out of service due to our complete renovation. That cut down our available rooms, but you should never have experienced any issues and you should have been placed in your room without having to ask for another. Thank you for enjoying our staff. We are trying to improve every day. Thank you, again.

Dear Anonymous, Thank you for your excellent "10" out of "10" review. We greatly appreciate your rating, but will not cease trying to make the Resort better every day. Please come back and visit us one day soon.

Dear Rebekah, Thank you for being so thoughtful and expressing what you liked and what you did not like during your recent stay. Thank you for mentioning that you enjoyed our location and the sense of security you felt. I wish you could tell us what about the bed or beds was not to your liking. We are in the process of installing new mattresses and foundations in every room and we are about 70% complete. There is also a convertible sofa in each of our units that makes into a bed. If you are so inclined, please add to your review to help me understand the issue a little better, but if you do not, I will understand and please simply accept my thank you. I will keep asking our guests about our beds and all the other features and amenities of our property to learn how we can improve. Please visit us again if you are in the neighborhood!

Thank you for taking the time to post a review and to share your opinion about our Resort. We have been renovating every room in the Resort this year, a project that will continue for several months. Many rooms were overdue for such an effort and I regret that you did not get to experience one of our brand new rooms. I believe that you will get one upon your return, and I look forward to your next visit. We do host many families who come to the area for tournament stays such as your recent volleyball event. We love hosting families and are so happy that you enjoyed our pool and the friendliness of our staff. We'll see you again next year! Thank you.

Thank you for your candid review. I know an apology will only go so far, but I sincerely apologize for the condition of the carpet in your room. We are currently renovating every single room in the resort and are about 70% finished. It is most regrettable that due to our high occupancy, you must have received one of our one bedroom units that has worn and stained carpeting. We have shampooed these rooms many times without much success, but the carpeting will be removed during the renovation. It is an eyesore and a blemish we all regret, but renovations often get delayed or do not go as planned. Ours will be finished in the last quarter of 2019. Thank you for finding other positives about the resort and our efforts to make the Thunderbird a welcoming, fun, and enjoyable place to stay. I hope that you will come back one day and see what we have accomplished. Thank you.

Dwayne, Thank you for your great review. We really appreciate your staying with us and especially for taking the time to let us know how we did. We have many improvements to our resort being rolled out, with many more to come, and we are thrilled you got to enjoy your stay. Thank you.

We appreciate your feedback!

I'm glad you enjoyed your stay with us & that we were able to accommodate all your needs, we appreciate your feedback!

Glad you enjoyed your stay!

Happy to hear that our staff was able to accommodate you when you were having trouble, we appreciate your feedback!

Please accept our apologies for taking far too much time to reply to your comments. I am the new manager of the resort, and I hope that you will accept my regrets for the delay in replying. We are essentially a time-share resort, with most of our guests being owners at one or more of our various properties or being owners at another time-share within the networks used to trade dates and locations. Expedia does have access to a very small number or our condominium units that the owners have not reserved for any particular week. The rates Expedia charge change almost every night, but their site does list the nightly resort fee and the taxes, all of which should have been visible at the time of booking and in your confirmation. It is an error if you were expecting a fireplace in a standard unit as they are only in our 2 bedroom condos, and I will make sure that error is not repeated by Expedia. Expedia must stand by what it displayed and what it sent to you in a confirmation. If these is a discrepancy, please contact Expedia immediately, as they would be the decision maker in a rate or fee dispute and if there were an error made, they would be the source of any rebate back to you. You have a right to ask for some consideration if what was listed or charged is different than your confirmation, and that request can only be made directly to Expedia. As to the bed bugs, even though I was not on the property at the time, please accept my apologies. All of the housekeeping staff is constantly on the lookout for any pests or anomalies, and we would immediately abate the problem once known. However, it is often that an earlier guest, whether in luggage or bags of possessions from an outside source was the cause of insects or bugs left in a unit. The fact that you had to suffer is simply unacceptable to me and my team. I hope that you will accept my apology.

While this response is clearly way too late, I do wish to thank you for your review and sincere comments. While we have been a resort for decades, we are currently about 40% through a complete renovation and upgrade of every single condo in the resort. We are stripping down to the studs and redoing every aspect inside our units. We will not finish until near the end of 2019, but I just wanted you to know that we will be a little more "contemporary" should you choose to ever visit us again. I hope that you will and we would look forward to proudly displaying our new rooms to you one day. Thank you, again.

Glad to hear you enjoyed your stay with us and all the accommodations we provide, we appreciate your feedback!

Glad to hear you enjoyed your stay & the newly updated units! we appreciate your feedback.

I'm sorry to hear that the toaster was not working, but glad to hear you enjoyed your stay with us all together. We appreciate your feedback!

Happy to hear that your stay with us was enjoyable, we appreciate your feedback!

I'm happy to hear you enjoyed your room & our property, we appreciate your feedback!

I'm glad you enjoyed your stay with us, we appreciate your feedback!

While you did not leave your name or the room you were in, you still deserve a proper apology from us for any items that were improper, or that left you believing our service was not up to your expectations. We sincerely apologize. Our check in system is essentially virtual, utilizing a large screen monitor and a phone, and is actually the future of check in systems within the next 10 years. We use one central guest service center to run our 5 different resorts in Northern Nevada. We apologize that it did not meet your needs. As to the roach in your room, we simply wish you told us which room. As with any responsible property, we are always on the lookout for all types of entries into our condominiums and do regular pest control, but roaches or ants can suddenly appear in the span of one day. When pests are in a unit, it is embarrassing for us, but it does happen no matter how much we check. It is what we do once the situation appears. I wish you would have contacted us while you were staying with us. You did not get, it appears, our family-focused warmth and welcome that we pride ourselves in delivering. I hope that you will forgive us and allow us to improve. Thank you.

Thank you for your feedback, it is most appreciated!

we're so glad you enjoyed our updated units! Your feedback is very appreciated!

I'm glad you enjoyed your stay with us. we appreciate your feedback!

Very happy to hear you enjoyed your stay with us! we appreciate your feedback!

Glad to hear that you enjoyed your stay with us! we appreciate your feedback.

I'm glad to hear the service you received was great! We are in the middle of updating all of our rooms here at the Thunderbird Resort, which should be completed within the next year. We appreciate your feedback!