Complaints

This profile includes complaints for Eldorado Resort Casino Reno's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Eldorado Resort Casino Reno

  345 N Virginia St Reno, NV 89501-1136

• 

  Eldorado Resort Casino Reno

  PO Box 3399 Reno, NV 89505-3399

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.

• Initial Complaint

  Date:07/30/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  To whom it may concern, I am formally requesting the cancellation of the timeshare contract with Vacation Village due to high-pressure sales tactics and misrepresentation. We were lured into a presentation during our vacation in Las Vegas under the promise of a complimentary breakfast, which turned into an aggressive sales pitch. The salesperson misled us about the benefits of a new points-based system, including coverage for airfare, car rentals, and accommodations, and the elimination of maintenance fees. None of these promises were fulfilled, leaving us financially strained and dissatisfied. Therefore, we request the cancellation of our timeshare contract, as the circumstances surrounding the agreement were unethical and misleading. Sincerely, Geddes Fogarty and Claudette Bell

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  NOT LGBTQ FRIENDLY !!!!!!!!!!???? Do NOT BRING YOUR FAMILY HERE!!! Something is very off about this place. I traveled from out of state to this hotel. I got 2 rooms. One for my children and the other for my partner and I. Around midnight, my partner was getting ice down the hall and witnessed 2 MEN walking into the room with my sleeping children. Asked them wtf they were doing and they said they were security, and had gotten a “loud TV noise complaint “. She was so shaken up and asked them to leave. They said that if they recieved another loud tv complaint, we’d be told to leave. (Mind you, the prior night, I had been kept up most of the night due to other rooms on the same floor having domestic disputes, Banging on doors periodically throughout the night. There were even people camping out at the end of the hallway with all their belongings just sitting on the floor… SECURITY NEVER CAME NOT ONCE ) I went down to the lobby and hotel management said they NEVER RECEIVED NOT ONE complaint) When asked why a loud TV complaint warranted non uniformed men to enter a room with sleeping children instead of contacting me to turn it down, the head of security said “ I wasn’t here when you checked in. How am I supposed to know there’s kids in the room!?” Oscar and Jeffery were rude, condescending and talked to me as if I wasn’t a paying guest. They had no regard for our privacy!!! And honestly it was altogether inappropriate and erie. I then went back to my room and decided to contact security to get names of all parties involved. I was then hung up on And when I called back, dispatch wouldn’t answer my call. At that point, I knew I wasn’t Safe. My Family was not safe. If it was an emergency, My family would have to figure out another form of help. That night I had nightmares, I couldn’t sleep. There’s something off here. What would have happened to my children if my partner hadn’t left the room to get ice. Those men entered our children’s room for another reason. The TV wasn’t loud at all. They violated our rights. Refuse to give me their hotel policy. No one has returned my calls from corporate. I tried to reach the director GUY and his secretary WEEKS ago and still have yet to recieve a call back. My rights were violated.

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Eldorado had a football contest. It was weekky until the end of the season. I spent money to achieve points by gambling to earn a weekly selection of football games, basically just picking a winner. Week 13 I placed 2nd.place and won 250.free play. I called the staff at the rewards center and they said next visit you can claim the 250 free play. I was told when I tried. To claim the 250 free play that it expired. I am a diamond. Plus member which means I played over 100,000 dollars. They refused to honor the 250.free play I won. They never posted the expiration of the contest in plain view.

• Initial Complaint

  Date:01/29/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We just want to start by saying that after 4 hours of sitting through the sales meeting, we still never got what we were told we were getting. In the contract we signed, it says on page 2 paragraph 7 that we have a “Binding nature of your promises”. The contract goes on to say that “Each agreement you make in this document is a 'covenant running with the land'”. “This means that your agreement and promises in this document are binding on (i) you; and (ii) anyone who later owns the property or any interest in it”. It doesn't seem very fair that we are bound by our promises yet Eldorado (Grandview) refuses to be bound by the promises that were made by Eldorado's sales people. On page 3 paragraph 9, the very end, says that we are obligated to keep our promises and agreements. We know we kept ours until we found out that Eldorado was not keeping their promises. There were massive misrepresentations that we just can't ignore any longer. We were promised by the sales people that the timeshare would be in the middle of all kinds of new developments and vacation destination places, including an international airport, an indoor skiing facility and Disneyland. We never saw any of that, ever. The sales people continued with the deception by telling us how this would be a great investment. After doing some research and looking at a multitude of reputable timeshare sales sites on the internet, we fail to see where the investment is. There are people selling their timeshares for as low as .99 cents. On what planet is that considered an investment? Seriously. One of the other things that really stands out as a kind of “entrapment” is that in the contract, it says that our heirs (children) would be responsible for the timeshare if we passed. That is ridiculous! We were never told about that and if we were, we would have never signed that abomination of a contract. We would never do that to our children and to slip that into a contract without letting us know is low. It seems like Eldorado were playing a veritable limbo game with ethics. That can and will turn around to effectively “bite them in the rear”. We were also told by the sales people that our maintenance fees would not get any higher, yet it has gone up every year since the beginning. This is completely unacceptable and has become a major issue, as have the other lies we were told. It was very confusing in the meeting, with all the noise and other sales people talking. We just wanted to get out of there with a decent deal but instead we were taken advantage of by the sales people. Whether it was because of me having ADD or because of some other unforeseeable reason, makes no difference. We were totally honest and upfront with Eldorado and we expected the same. Our mistake. That will never happen again and we will tell our friends, family and any forum throughout the internet about the terrible experience we had and are still having. When the sales person that we talked to was trying to schmooze us into buying, he seemed friendly. Little did we know that it was just a ploy to reach into our wallets and according to the contract, our kids wallets too. There is no excuse that could straighten this out. No amount of apologies or denial will negate the fact that we were lied to from the start and were still being lied to years later. In the contract, page 3 paragraph 9, it states that “Both you and the seller are bound by and are intended to benefit from each others promises”. Well, we were promised a lot in the meeting and never got it. Not one single thing. Now, we are done having a business relationship with Eldorado and are demanding that our contract be canceled as well as our money returned to us, as it was obtained through lies and deception.

• Initial Complaint

  Date:01/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hi BBb; Eldorado Resort Casino Reno; I am writing to dispute the alleged timeshare account with Eldorado Resort Casino Reno, reporting a $10,347 balance on my Experian credit report. After reviewing my credit report, I object to its presence due to numerous complaints against Eldorado Resort Casino Reno for deceptive practices. I assert no prior contractual obligations with Eldorado Resort Casino Reno and demand the immediate deletion of this account based on the following FDCPA and FCRA violations: Violation of §15 USC codes sections 1692d, e, f, g: Eldorado Resort Casino Reno engaged in conduct harassing, oppressing, and abusing me. Violation of §1692e(2)(A): False representation of the debt's character, amount, or legal status through veiled threats of legal action. Violation of §1692e(5): Threats of legal action not legally intended. Violation of §1692g(b): Collection activities overshadowing my right to dispute the debt. Violation of §1692f: Use of unfair means to collect the debt. I demand the immediate deletion of this account from all credit reporting agencies. Your prompt resolution is expected, or legal action will be pursued.

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 SEPTEMBER 26 WE ARRIVED AT EL DORADO CASINO RENO WENT TO GET PLAYER CARDS,STEPPED UP TO THE COUNTER WAITING FOR SOMEONE TO HELP US WHEN SHE ARRIVED TOLD US WE NEED TO GET IN LINE THE LADY BEHIND TOLD HER THAT WE WERE FIRST,GOT OURS CARDS SHE EXPLAINED HOW CAESARS CARD WORK ,SO WE LEFT ,BUT IT WAS NOT CLEAR CAME BACK SHE STARTED YELLING AT US ,SHE SAID I JUST EXPLANIED THIS TO US STILL YELLING DO YOU WANT ME TO WRITE IT DOWN YOU, THAN I STARTED YELLING CALL HER A ***** THAN SHE CALLED ME A ***** .FILE A COMPLAINT WITH THE CASINO HAVE NOT HEAR ANYTHING LAST PERSON SPOKE WITH WAS LIGHT AT *********** CASE IN ESCALATE DEPT

  Customer Answer

  Date: 10/12/2023

  Edit date Sept 25   We would like new two nights suites  doubles Beds  also check for 2000.00 each 

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Jan 1, 2023 my wife and I stayed at the El Dorado in the Players Spa suite. We often frequent this hotel and get the same room. This time we decided to try the hibachi grill and at some point in the night I became violently ill. Vomiting in a manner that I have never experienced. Additionally, before this occurred, my wife had called down for towels and informed them that we had the "Do Not Disturb" hanger on the door, the person stated that they would simply knock once and then leave the towels at the door. THis is not at all what happened. The gentleman knocked and after a few seconds knocked again and said "housekeeping, towels" - I told him to leave them at the door and that I would grab them. Again, he knocked - Now I looked through the peep hole and there was a man in no uniform at my door who knocked AGAIN for a fourth time. My wife immediately called down to the front desk and got 3 different explanations as to their protocol for knocking and leaving towels. This terrified my wife, especially seeing as the man had no uniform on and ruined our evening. Later the next day we contacted the restaurant to inquire if anyone else became ill from the food and was spoken to in the most unproffesional manner - and told that it was likely a bout of the zika virus (My wife didnt get it, nobody else in my family got it... just me). We were told the restaurant has NEVER had a case of food poisoning and then hung up on. We have tried to reach out to everyone possible to get explanations, an apology, a refund... a simple acknowledgement that our evening was completely ruined and nobody has called us back or made an attempt to fix the situation. This whole situation sucks because we love the El Dorado but this just isn't right.

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  when we booked a 3 days 2 nights resort stay for $199. The representative on the phone told us that we will get $200 in food vouchers once we arrive at the resort. The booking was completed over the phone and we were told that we have to stay in “The Berkeley” in Las Vegas. Upon our arrival on March 16th, 2022 and check in at The Berkeley, we were not informed of the location where the timeshare meeting would take place neither we were given any food voucher, but we were previously informed that if we don’t attend the 2 hour timeshare meeting we will be charge a full price of the resort as well as resort fee which totals to around $300/night. So we made a call to the concierge services and they were closed by that time (around 5.30pm). Next day (March 17th, 2022) in the morning we called the concierge services once again and they told me the meeting will be on Friday (March 18th, 2022) 1pm at the Grandview Resort in Las Vegas. So as per instructions we arrived for the meeting on Friday (March 18th, 2022) around 2pm and a sales representative named Neda Ramadan greeted us. She showed us around the resort and told us about how VIP members check in. She also showed us one of the rooms in the resort which was a one-bedroom unit. After showing us around the resort she took us in a hall where she talked about RCI history and showed us a brochure with all the affiliated resorts of RCI. That is when we got to know that this resort is partnered with RCI. Then she told us that if we become a timeshare owner we will be able to book any of these resorts from that brochure within a 45-day booking time frame. The process she explained was that this is a RCI week exchange program and once we become a timeshare owner by paying a down payment of $1500 and a monthly payment of around $300, we will be able to book any of the resorts from the brochure in a 45-day timeframe for a week only for $249 for the first bonus week and for the following weeks we need to pay $349.

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 9/13/2022 i went to this hotel thinking i was going to have a jetted tub . the room had one but not one that worked we called two days in a row waited on the phone four hours the first day and three the next trying to get someone to fix the tub they never came to our room . So the next morning i went down to speak with alex the manager and told him of the crappy service , he then told me to stop saying crappy service or he was going to call security instead .And i told him that it was false advertisement to advertise a sweet if the tub is broken its just a king room and that i would like to be charged for just the king room instead .he then said he was sorry but could only refund me for the resort fee and to contact priceline because they should give it to me because there tub was broken . how ever i was not refunded my money for the room from ither source i heard the lady saying in the elevator her tub was broken to but she dont care because she was to old to get in the tub any way there is no way for her to get down safely and besides there was spiders in her tub too ..so why do this hotel lie about the services they provide and pray on elderly to get these rooms in hopes of not cleaning the tub because they cant get in the tub any way i am disable and had hopes of using that tub .the tub was the reason i stayed there but i didn't get it please help me resolve my issue.