ComplaintsforGrand Sierra Resort and Casino
Casino
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Complaint Details
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Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I stayed at GSR from 3/5/2024 to 3/12/2024. On 3/11/2024 my rental car which was parked at a designated area was broken into and my passenger side window was smashed. The security escorted me back to my car and took pictures of the damage. I did not take pictures because I assumed that I will get a copy of the report. They refused to give me the report and did not offer any assistance. I am still waiting from the claim to go through and my deductible is $250. I just want to be reimbursed for my stay since despite being a beautiful hotel, they do not care about their customers property. I would like to discuss with the media about this issueBusiness response
04/09/2024
The Grand Sierra Resort and all concerned are sorry about this unfortunate experience.
Please be advised that all of the facts developed in relation to the above-referenced matter have been thoroughly reviewed by the Management, Investigation, Interview results, and/or Surveillance team on behalf of the Grand Sierra Resort, and pursuant to that investigation, they could find no evidence of liability on the part of the Grand Sierra Resort with regard to your claim. Therefore, we respectfully deny this claim.
The Grand Sierra Resort and all concerned are sorry about this unfortunate incident, but no payment or compensation will be made in this regard.
We thank you for your courtesy while this matter has been under consideration.Customer response
04/10/2024
Complaint: ********
I am rejecting this response because:I was a guest at their property and they have to ensure the property of their guests. I also demand copy of their report my statement and the photos of the damage
Sincerely,
**** ********Initial Complaint
02/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Our valentines day weekend vacation was ruined after the ceiling in our very expensive executive suit leaked water through the light fixture and flooded our bathroom soaking our bags, soiling the clothes inside them and completely ruining some of our personal belongings. Upon reporting the incident to the manager we were eventually relocated to another room on the floor beneath us which turned out to be a filthy used room with dirty wet towels on the floor and dried up soap scum all over the countertop in the bathroom. After seeing the condition of this second room we were then relocated again to another room down the hall. Needless to say, this was not how we had planned to spend our time during our stay. We paid to enjoy the luxury of an executive suite, not to be drenched by someone else's bathwater pouring through the light fixtures in ceiling of our bathroom. This experience was a complete disaster. We definitely feel at the very least that anything less than a full refund would not be just or satisfactory compensation considering the extreme inconvenience and waste of our time and the trouble and damage this incident has caused us.Initial Complaint
02/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Health and Safety Poor customer service Rude front desk clerk Terrible experienceBusiness response
02/13/2024
The Grand Sierra Resort Hotel & Casino and all concerned are sorry about this unfortunate incident.
We thank you for your courtesy while this matter is being reviewed and under consideration, subject to our insurance adjuster and investigation team review, and any findings from surveillance.
We will contact you for any additional information needed and respond to you soon.
We value you as a guest and thank you for your patience.
Thank you.Customer response
02/13/2024
Complaint: ********
I am rejecting this response because:
I want to know what GSR is going to do about our terrible experience and why I had to file with BBB to get a response from them
Sincerely,
***** **********Customer response
02/15/2024
I haven't heard anything from anyoneInitial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 31 2023 i payed for a room after being comped the 2 nights before with deposit . And gambling is required to. So from 430 pm to 800 I ****** $1400 t get tickets for drawings for cash and free play throughout the new years holiday the room was over $220 plus $200 deposit and was gone by 830pm nothing back to me All over concert ticket I got in October and wanted some one to go with me free one security guard thought I was selling tickets said I had to leave for 24 hrs or it would be more time 86ed. Out deposit that night too and show of a life time This security guard saw me at 800pm and exited before 845pm no problems first 2 nights or 2 nights beginning of December or November only new years. Disabled veteran sent to cold street with not enough money for another place with pricesBusiness response
01/31/2024
The Grand Sierra Resort and all concerned are sorry about this unfortunate experience.
Please be advised that all of the facts developed in relation to the above-referenced matter have been thoroughly reviewed by the Management, Investigation, Interview results, and/or Surveillance team on behalf of the Grand Sierra Resort, and pursuant to that investigation, they could find no evidence of liability on the part of the Grand Sierra Resort with regard to your claim. Therefore, we respectfully deny this claim.
The Grand Sierra Resort and all concerned are sorry about this unfortunate incident, but no payment or compensation will be made in this regard.
We thank you for your courtesy while this matter has been under consideration.Initial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I cannot believe this place is real, it is a living nightmare.We got a room on December 26 because we wanted to go see the Holiday Cirque show. Upon arrival, the check-in line was literally hours long. It stretched from one end of the hotel back for hundreds and hundreds of feet. When we arrived, it was 3 p.m. I will not stand in a line like that ever, for anything. Especially a mediocre hotel room in ****.We decided to eat and come back to see if they had fixed the situation later, maybe it was a computer problem? In the least, MASSIVELY understaffed. The line for buffet also stretched back hundreds of feet. Finally ate some mediocre buffet food. It was nothing special whatsoever. Still hopeless at check-in. Headed to show, the security dude yelled at me: "WE ARE GOING TO ***** YOU MA'AM!!!!" I'm not a criminal, I'm a customer. Saw most of show, went back to check-in to see if it had improved. ********* to manager's desk, the manager was a super nice lady and finally got us our key. Still hundreds of people, some with tired kids, waiting in line to check in. I overheard they were literally sold out by some, so basically they were letting everyone stand in line like chumps for no reason whatsoever.We were like literal prisoners at this dumpster fire of a hotel. Headed to elevator.....guess what? Another mile long line of ****** off customers. We got to elevator after twenty to thirty minutes. Got in, it wouldn't go to our floor. More and more and people crammed in like desperate animals in a cattle car. It went DOWN instead of up. We were back at lobby-level. The very least this place can do is comp our drinks and dinner. It is a wild mess and they have no business being in hospitality.Business response
01/31/2024
The Grand Sierra Resort and all concerned are sorry about this unfortunate experience.
Please be advised that all of the facts developed in relation to the above-referenced matter have been thoroughly reviewed by the Management, Investigation, Interview results, and/or Surveillance team on behalf of the Grand Sierra Resort, and pursuant to that investigation, they could find no evidence of liability on the part of the Grand Sierra Resort with regard to your claim. Therefore, we respectfully deny this claim.
The Grand Sierra Resort and all concerned are sorry about this unfortunate incident, but no payment or compensation will be made in this regard.
We thank you for your courtesy while this matter has been under consideration.Customer response
01/31/2024
Complaint: 21187268
I am rejecting this response because: It has no merit. Shall I send in receipts? Shall I continue to call, review, and keep going? This business is a joke.
Sincerely,
***************************Initial Complaint
12/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife and I were playing ******************* at a table for a couple hours. We won a few hundred dollars and went to the bar to celebrate with our friends. 30 min latter my wife was approached by security demanding we give them our chips back because they said they over paid our chips. I've been gambling and winning for 30 years and this has never happened to me in life. We contacted security that night demanding an investigation. We contacted them again the next morning and said that if we didn't return the chips that we would be cited for trespassing and escorted off property. I have never been treated this way by a casino. We will never be back. We have a huge gambling social platform and we will let everyone know how they will be treated by gsr for winning.Business response
01/02/2024
****************, the Grand Sierra Resort Hotel & Casino and all concerned are sorry about this unfortunate incident.
We thank you for your courtesy while this matter is being reviewed and under consideration, subject to our insurance adjuster and investigation team review, and any findings from surveillance.
We will contact you for any additional information needed and respond to you soon.
We value you as a guest and thank you for your patience.
Thank you.Initial Complaint
12/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
We booked the Grand Sierra Resort Hotel in Reno for the date of 27th December for 1 day. I have heard a lot of good stories about the hotel but seems they are just stories. The customer service has gone to such a low level that it is better not to spend money on such good hotels. We checked into our room and found out that the SAFE box is not working . I had to keep my laptop in it so I called customer service and she literally shouting at me that I do not know how to operate safe box and they do not have facilities available right now to fix this issue and it will take them 2-3 hrs to come to the room and fix it. Now from 4 PM till 8 PM , I had to lock myself in the room for them to come and fix the issue. It completely ruined the mood and never expected such response from customer service.Business response
12/29/2023
The Grand Sierra Resort Hotel & Casino and all concerned are sorry about this unfortunate incident.
We thank you for your courtesy while this matter is being reviewed and under consideration, subject to our insurance adjuster and investigation team review, and any findings from surveillance.
We will contact you for any additional information needed and respond to you soon.
We value you as a guest and thank you for your patience.
Thank you.Customer response
12/29/2023
Complaint: ********
Waiting for the resolution from the Hotel
Sincerely,
****** *****Initial Complaint
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Reservation number ************. Unfortunately, the issues I encountered were so severe that I feel compelled to bring this matter to your immediate attention. Upon my arrival on December 02, 2023, I was shocked and dismayed to find the condition of the rooms assigned to me. Regrettably, I had to exchange rooms four times within one hour due to the unsatisfactory conditions. The details of the issues encountered in the first three rooms, namely ****, ****, and ****, are as follows: Human Hair on Pillow: In each of the first three rooms, I discovered human hair on the pillows, a clear indication that the rooms had not been adequately cleaned before my arrival. Dog Hair on Couch: Additionally, one of the rooms had an abundance of dog hair on the couch, which was not only unsightly but also raised concerns about the overall cleanliness and maintenance standards. Dusty Desks: In all three rooms, I observed dusty desks, indicating a lack of attention to detail in the housekeeping process. TBusiness response
12/08/2023
The Grand Sierra Resort Hotel & Casino and all concerned are sorry about this unfortunate incident.
We thank you for your courtesy while this matter is being reviewed and under consideration, subject to our insurance adjuster and investigation team review, and any findings from surveillance.
We will contact you for any additional information needed and respond to you soon.
We value you as a guest and thank you for your patience.
Thank you.Customer response
12/14/2023
Complaint: ********
I am rejecting this response because:Not providing resolution to issues.
Sincerely,
***** ***Initial Complaint
08/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I specifically called way in advance to get a room close to the elevator because my son has difficulty walking long distance with his gait. I was charged a fee for calling and not using the website. ************* is unacceptable for promising that we would be closer. We had another problem with checking in. It was about an hour wait with no place for my son to sit. Again with his gait it's extremely painful to stand for more than ten minutes at a time. With nowhere to go he had to sit on the floor. I understand there are going to be lines sometimes, but there should ********** offered for kids and people with disabilities or have a different check in line. Something to accommodate.Business response
08/25/2023
The Grand Sierra Resort and all concerned are sorry about this unfortunate incident.
We will certainly bring your comments to our Front Desk team.
We value you as a guest, and thank you for your patience.
Thank you.Customer response
08/28/2023
Complaint: 20465981
I am rejecting this response because: an apology is not enough. I shouldn't have to pay for something you didn't provide.
Sincerely,
*************************Initial Complaint
08/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was staying at the hotel as part of a Softball Tournament the week of July 17-21 2023. On Thursday 7-20-23 at approximately 4:58PM my vehicle was being brought to the front of the Casino by the Valet Service. As the vehicle made its way to where I was standing, I could see the driver slow down and stop approximately 100yards away from the valet area for 10-15 seconds and then continue to the front. As I approached my vehicle, the valet stated that the outside mirror on my driver side had broken. I could see another valet picking up a portion of the mirror that had crash to the ground and broken glass that was there. The valet whom broke the mirror stated "was this broken before?" I stated to her that it was not, and that when I brought the vehicle to them to park earlier, the mirror was perfectly fine. The valet stated that I could file a claim with Security but that I would have to do it immediately. I then went into the casino to the security desk, showed the security the broken mirror and filled out a claim. The manager gave me the contact info for Michael M****, Director of Risk Management and Safety and stated he would be contacting me. After several days not hearing from Mr. M****, I contacted him directly advising him of the incident as well as providing pictures and copies of the claim I had filed. I had the mirror fixed as well at an auto body and provide him with a receipt to be reimbursed. On July 30, 2023 Mr. M**** responded claiming that after investigating the issue, "no payment or compensation will be made" regarding the damage done to my vehicle. The damage totaled $454.17 to have the mirror replaced. He did not provide any details as to why he came to this result and has not responded to my 2 request as to why he came to this conclusion. I want the casino to provide me a refund for the damages caused by the valet.Business response
08/09/2023
Sir, I stated you would receive a response Thursday. Thank you.
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Customer Complaints Summary
31 total complaints in the last 3 years.
13 complaints closed in the last 12 months.