ComplaintsforSilver Legacy Resort Casino
Casino
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The hallway, elevator smells like pot. That lastnight wr where there tried to get to sleep and some was smoking pot close by our room **** an the whole room smelled like pot all night. This is unacceptable for the money we spent on our roomInitial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I stayed at Silver Legacy Hotel the week of March 19-23,2024. Room ****, On the second night I felt bumps on my body, arms legs back. I reported this to the front desk the following day. DJ was the manager on duty, she moved me to a different room. She notified security and risk assessment. Security supervisor and some staff came and escorted me to the infested room to get my belongings and complete a report. The next day I received a call from Daniel U** to reassure me they were going to get the results of tests that were taken and he would contact me because it was considered an injury and he would then send me a release. He did contact me the following week to inform me the tests positive for bed bugs. I asked for compensation because I will now have scars on my arms. He said all he could do is reimburse me the $45 charter cost that I had paid for the stay. I expressed that this would not be acceptable because of the pain and anxiety I had and was experiencing. After 50-60 bites I deserved compensation. He said he would contact me on April 3rd. He has not contacted me. I’ve tried to contact him and left multiple messages but is avoiding my calls and doesn’t respond. The hotel is liable for my injuries.Initial Complaint
02/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We are staying at the Silvery Legacy from Sat 2/3 -Tues 2/6. On Sun, 2/4, at approx 1, we wanted to go to the pool/ hottub area. It was closed. Even though the pool is heated and a hottub is hot, the lady at the spa area, who was rude, said that it was closed due to weather. Okay fine. We then asked her how we get to the steam room or sauna. She proceeded to tell us that we need to pay an EXTRA $60 a day to use both. What??!! We already paid an extra $46 a night in resort fees. So we went down to the front desk and tried to ask them why we wouldn't be able to use the hottub or spa and then we now can't use the steam room or sauna. ALL of the front desk people were very rude and began to talk about us after we left. Their names were: James, Claudia, Shamima, & Mafia, not exactly sure on the spelling. Mafia was the rudest. I am extremely upset and would like someone to call me as soon as possible. This NOT okay especially to be talked about behind my back. I would like someone to call me at ********** or suggest what the next steps would be. Thank you.Initial Complaint
12/31/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Worst experience ever! I had parked my car vallet & waited an hour for my car. I had my daughter sleeping and wanted to head back to my hotel room and there was no vallet person in sight. Went to go talk to someone in the customer service, hotel manager Clinton told me there was nothing for him to do but wait. He couldn’t tell me a time. Then he told me someone else saw that department and that they probably had better things to do. Customer service was terrible will never stay here. Not to mention I paid for vallet parking and the service wasn’t provided. It was delayed. I shouldn’t have to wait or go look for my car keys if I’m paying for a service.Initial Complaint
06/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hello I stayed at the Silver Legacy hotel. I noticed when I checked into my room that the room was not clean or sanitized the sheet where still dirty the toilet was not properly wiped down it had several stains. The inside of the shower was dirty had hair all over the place. The bathroom sink was also dirty. I’m highly because I visited this hotel from out of town to have a good time.Initial Complaint
05/26/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Was charged 4 time's for one night stay on the 23 of May. Silver legacy still trying to make transaction on my bank card. Need help resolving thisInitial Complaint
02/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I stayed at this hotel and casino Jan 28 thru Jan 31. I was supposed to checkout at noon on Jan 31. I asked for late checkout and how much it would cost. They said $25 plus tax I said that was fine. They proceeded to charge me twice for this. I called the hotel front desk they were very rude and would not help me. I contacted billing via email and they won't respond and they proceeded to re-charge my credit card for the late checkout on 2 days. This has happened to me a few times now with this hotel and I feel like they are scamming people out of money. I want people to know they shouldn't trust their billing and shouldn't stay here.Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We were woken up from dead sleep at 4:00 am to the fire detector battery going out. It took four phone calls and an hour or more to get resolved. It wasn't until the fourth call that they had actually tried to reach someone to fix the issue we were having. Staff was incredibly rude like this was our fault. Apparently during said fourth phone call the person the paged tried to call our room and got voicemail so he came straight to the room and complained to us, like again this was our fault. The entire thing was horrible enough that when we go back to Reno later this year we will be staying away from Caeser's owned The Row facilities which include The Silver Legacy, Circus Circus, and El Dorado.Initial Complaint
07/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On July 28th I went to the poker room at the Silver Legacy casino which I have frequented many times. Vitto the supervisor said to me “Your buddy is not here” with a big grin on his face. I said, “Who is my ‘buddy’”? Vitto said “*****”. I told him he was not my buddy. Still grinning, he was obviously amused; I asked Vitto what was so funny. He refused to answer. I guess Vitto thinks I am a source of amusement for him. The background is that a frequent customer named ***** who plays poker causes problems for many players by angling and otherwise slowing up the game, hiding his cards, wearing a double mask in a game in which “verbal is binding”, etc. While management does not want to address these issues I can see why. ***** gets a variety of benefits beyond what his play would suggest and gives them to staff. When gifts are given out on Tuesday for play most people get one gift, ***** gets several. On Friday most people get one bottle of liquor (including my wife who is a seven star) while he gets several. I don’t know how, but he shares them with the staff. Now I would have not said anything about ***** and his comps grab as that is between him and the Row. But since staff wants to support his idiotic behavior and treat me with disrespect in such an unprofessional way, I will speak up. I understand why employees think it is ok to call customers names when supervisors think it is ok to be disrespectful and rude to customers. Supervisors think they can be disrespectful and unprofessional to customers because management thinks it is ok to talk down to and berate customers for things they didn’t even do. The complete unprofessional attitude of staff here is shocking. I was told by a manager here to “come to us”. Ok, this is me talking directly to management: “why should I spend money at a casino that treats me with disrespect?” I look forward to a response from senior management.Initial Complaint
07/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My Fiance and myself spend a night in a hotel room, got horrible bed bugs. Date of Problem: Monday july 25 2022 amount spent: $160.00 Business provided: Hotel Room Dispute: Horrible Bed bug Bites from one night in hotel room Business resolve? NO silver Legacy Reno Nevada Itinerary # ************** Floor# 6 Room# *** NRS 447.100
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Customer Complaints Summary
13 total complaints in the last 3 years.
4 complaints closed in the last 12 months.