ComplaintsforCircus Circus Reno Hotel & Casino

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello my name is ***** ******** and want to get help regarding my matter. My father is a disabled man who took a trip to Reno NV from Yuba city in August of 2023 where he stayed at the circus circus hotel. He was there for three days when his shower overflowed causing the whole shower to get flooded with what looked like feces as well as the restroom floor when someone flushed the restroom on the other side of the room. He asked to be switched rooms in which they switched him to a room with no disable access and a downgrade from what he recently rented. He went to speak to the front desk where they notified him their was not much they can do. This was back in August as I stated and he decided not pay the full amount because he was not getting the room he originally asked for and he asked for a superior person in charge to contact him to speak about the matter, which no one ever contacted him. However they continue to take money out his account every month. I want to come to a resolution as my father keeps stressing about this matter. The photos attached shows the overflow of water with feces and the non disabled room they put him in. I want to add that before this overflow happened they heard noises every time someone would flush the bathroom which sounded like bubbles and he contacted the front desk where they sent a engineer who checked it out and said nothing was wrong and everything seemed fine. Thank you for your time. Best regards ***** (Please feel free to contact me for more details.)

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Made reservation online for check in Oct 12th check out Oct 13. Due to US being threatened regarding Friday 13th, my family and I decided to not go. I called the reservation center on the morning of Oct 12th and was advised if reservation was changed to later date, my deposit would apply to new reservation (weekend of Oct 21) now, I am being charged for (2 deposits) and was told that I was a "no-show" on Oct 12 so my deposit could not be returned however I called contact center and was advise that I would only have to pay (1) deposit for (1) reservation. I was told call would be "escalated" with RTA of 48 hours. No contact has been made. Now, my account is overdrawn which it has never been, Also my renters insurance payment was returned due to insufficient funds due to the (2) deposits overdrawing my checking account as well as Allstate removing me from their "auto pay" program due to the NSF payment due to circus circus overdrawing my account. Just a chain of events of madness due to circus circus call center rep not correctly doing her job.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I booked a room for the dates of 8/21/2023 -8/24/2023 through booking.com for my friend's surgery which was on 8/22/2023. I was charged $248.44 for the stay. When we arrived to check in, Circus Circus found my reservation but needed my credit card. My friend the day after surgery needed to get back home to seek medical attention from his doctor, so we checked out a day early. The front decks, checked us out and gave a credit for $79.46 but instead of a credit they charged my credit card $79.46. The front desk also told me to contact bookings.com for a refund. I did just that and all I got was a run around. I still have charges of $248.44 from bookings.com and $79.46 from Circus Circus the row Reno on my card. I have pictures of the room before and after our stay and was not pleased because my friend and I are both disabled. Circus Circus placed us on the Sky Tower on the 10th floor. The room was old looking and the carpet was stained in spots, the toilet paper rack was coming out of the wall and the bed covers were old, the air conditioner panel was broken. I over looked all that but being over charged, I just can't overlook. Countless time talking to bookings.com and Circus Circus to resolve this matter and not getting anywhere, just it's right. I found the third party booking and Circus Circus has committed fraud on there customers. I wonder how many our customers they have done this too?

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My family and I checked in 7/25 for 2 nights and only stayed 1. I paid $20 extra per night to “upgrade” my room to avoid the dreaded 100 yard walk with my 1yr old to the other building but the carpets have turned the bottoms of our feet brown, there was hair on the towels and in the shower and the phone to dial the front desk remains busy. The shower shot out an inconsistent stream that you couldn’t even get soap out of your hair or off your body. The $35 resort fee is nightly but doesn’t include any resort like amenities, unless you consider a coffee maker as one. The WiFi didn't work during our stay. The staff is friendly enough but the accommodations are subpar. I wanted to enjoy it because of the childhood nostalgia but I can’t say we’ll be back. What should’ve been a $90 stay has cost me $200+ due to underlying fees that weren’t even discussed until after they asked me to insert my card. I’ve reached out to management a handful of times today but keep getting put on outrageously long hold times, haven’t spoken to one supervisor but have left my name and room number-no calls back.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Here is the review I posted of my stay. Where do I even begin. This was the absolute worst hotel stay I have ever had. 1) It started when I checked in and there was a $100 deposit that was never mentioned on their website or in the conformation email. 2) I stayed at the non-gaming tower and the tram was broken the entire time. So the only way to get to the room was through a long, hot, barely air conditioned skywalk. 3) The room was supposed to have a microwave but didn't. 4) The beds were so hard, in the rare even I was tired enough to fall asleep, I would wake up in extreme pain. Not to mention the pillows were so old and used that they had the structural integrity of air. A bag of cotton balls would be an improvement over their beds. 5) The air conditioner in the room struggled any time it got over 85 degrees. Considering that Reno is in a desert, this is absolutely insane. 6) The hotel and restaurants claim to offer room delivery. Except several restaurants (that were open) said they were closed and the rest did not deliver to the circus circus towers. 7) In addition, for the $35 a night "resort fees," there is no pool, a very basic gym, no room service or room delivery, and slow internet. Not sure how that constitutes a "resort." And finally, overall the building is old and dated. Parts of the ceiling is chipping away, the tram was out of order the whole time, AC units barely worked, the water had a weird taste and smell, nothing has been updated in decades. Overall an absolutely horrendous experience. And considering it is a Ceasers property, I was extremely disappointed. But whatever you do, stay ANYWHERE else but here. The motels across the street would have been a massive upgrade (and cheaper) than what I experienced at this half-delapidated hotel. All I am asking is that the resort fee charges be reversed and credited back to me.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I stayed at your hotel on June 19 20th and 21st I had my luggages at bell hop twice and it was in my rooms I stayed in room **** first and room number **** 2nd my two purses are missing from my luggages I sent you receipts and they are gone from my luggages I want them replaced

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The room was so gross I stayed on the 20 th floor. There was food on ground when I checked in. And you can't get ahold of anyone because the front desk is always busy

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date: 1/13/23 Incident Description: Elevator malfunction resulting in being stuck for approximately 60 minutes and causing trauma and discomfort. Individuals Involved: Reporting Party (RP): ****** ******* RP's 2-year-old son RP's wife Location of Incident: Circus Circus Reno Time of Incident: 2:35pm Summary of Incident: On the date and time listed above, the RP and their family were utilizing the elevator in the Circus Circus Reno Hotel to access their room. The elevator malfunctioned and became stuck between floors. The RP immediately pressed the emergency button and contacted hotel staff for assistance. The hotel staff were able to quickly respond and safely evacuate the RP and their family from the elevator. However, the incident caused trauma and discomfort for the RP and their family, as they fell and hit their heads during the elevator malfunction, resulting in minor injuries. The RP's 2-year-old son was particularly affected, as he was scared and crying throughout the incident. According to the State of Nevada law, the hotel is responsible for ensuring that all elevators are regularly maintained and inspected to prevent malfunctions and for providing safe evacuation plan during elevator incidents. ****** *******

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  After standing in line for 2 hours to check in on 11/11/22, we finally received a room. We received a room in the sky tower on the 28th floor. So a 2 hour wait in line, only to find out the shuttle to the sky tower is out of order. We had to walk quite a ways to the store tower hotel with heavy luggage. We spent 2 days in the room (oh room service for one dinner for me and two kids always 99.00-pizza and spaghetti). Did I mention I specifically requested a non-smoking room and was sent to a smoke infested room w/a broken fire alarm? Then came the bug bites (pictures available). Terrible customer service altogether…and then came check out time, when we discovered the car garage elevators were not working in the yellow garage. We were forced to walk up 5 floors with our luggage. I’ll never waste money at Circus Circus again.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  While the front desk employees are amazing, it doesn’t negate the HORRIBLE experience had there. It was our first time staying there. The room we check into smelled, the bathtub would not drain, the toiletries were half used, and the phone did not work. I had to go back down to the front desk and let them know. They kindly apologized and moved us down the hall to another room. Upon entering the second room there was feces smeared into the carpet. Took a picture and again went down stairs to notify them. The lady was horrified with it, apologized profusely and moved us yet again, as well as gave us a 50 dollar credit. Third room bathtub would not drain, I called down and asked if maintenance could come fix it tomorrow. The next day the fixed, but house keep came in and changed the sheets no big deal. Went to sit down on the bed and the sheet had blood on it. Called house keeping twice to bring us a new sheet and no one did. The front desk was so backed up it was all the past the escalators. We removed the sheet and had it in the corner of the room. Checked out and asked to speak to the manager about the stay. Showed them the picture of the blood on the sheet and that we called house keeping several times and no one came to give us a new sheet. She apologized profusely. And removed a day of resort fees. Everything I told them was documented in the computer. While I appreciate the front desk staff, I will never recommend this hotel to anyone. I appreciate the 50 dollar credit and that 1 day of resort fees. The hotel was extremely unhygienic and did not care at all about the well being of its customers.

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