Club Cal Neva

On May 9th 2014 My fiancee [redacted] and I checked into the Cal Neva Hotel to spend the evening for my birthday. At approximately 8pm that evening we departed are room#[redacted] to go out for dinner and an evening out of gambling. At approximately 12pm we had made our way back to the Cal Neva Casino and was having a good time gambling. At around 3am on May 10th 2014 my fiancee came to me and stated that she was going to our room across the street to get some money out of her purse in our room. Upon waiting for the elevator to go up to our room it opened up and a black male ran out of the elevator like he had just robbed someone and or hurt someone. Following that she entered the elevator and went to our floor. Upon trying the key card multiply times to enter our room with no avail, my fiancee turned to walkaway to check with the front desk what was wrong. About that time the door opened to our room and a lady dressed like a prostitute answered the door. At first my fiancee thought it wasn't our room, but when she looked in she noticed all of our belongings. At that time she confronted her and held her in our room until she called security and they arrived. Also Reno Police Department was called and the lady was arrested for trespassing and burglary (Police Report #[redacted]. The next morning I spoke with Assistant Director of Cal Neva and head of security which gave me a # to call [redacted] Risk Management for the casino and hotel. After playing phone tag for approximately six days we spoke this morning on May 16th 2014. Where she told me that the casino wasn't going to reemburse us with any of our money ($980.00) Fiancees cellphone value ($160.00) and three packs of Marlboro cigarettes.($15.00)that was stolen out of our room. I feel that the hotel security was breached and our personnal well being as well as our security of feeling safe having our stuff in our locked room was comprimised by them not having security guards moniter who comes and goes at casino. Possible staff breach.Desired Settlement$980.00 cash stolen $780.00 [redacted] $200.00 [redacted]LG3 Cellphone w/ Pictures $160.00 value [redacted]Three Packs Marlboro Reds. $15.00 [redacted]Business Response On May 9, 2014[redacted] and [redacted] checked into room [redacted] in the Nevada Hotel. At approximately 1:50am security received a call stating that [redacted] had discovered an unknown woman in the room. Members of our security staff as well as two Casino Managers responded to the room, 6 employees total. The property was adequately staffed with security and management. Reno Police Department had been called by [redacted], they arrived at approximately 2:05am and arrested the unknown woman. Later that day, Reno Police Department retrieved a video from Club Cal Neva of the male exiting the elevator for their investigation. These are the same or similar facts that can be found in[redacted]'s complaint. There is no denying that the experience[redacted] and [redacted] had is unfortunate. However, after investigating the incident and pulling the record of entry for room [redacted], there was no breach to be found. The only room keys used to enter room [redacted] were the room keys which were issued to[redacted] and [redacted] upon check-in. No other keys were used at any time during their stay. Our security staff found no evidence of forced entry into room [redacted]. Therefore, it can only be determined that the room was not closed properly when[redacted] and [redacted] left the room that evening. The Club Cal Neva cannot be held responsible for guests who do not ensure that their door is closed properly. Additionally, upon checking into the room,[redacted] signed a release stating, "The Hotel will not be liable for any money or other valuables left in a room. Safety deposit boxes are available at front desk." By signing this release[redacted] and [redacted] have relinquished Club Cal Neva of any liability in this incident. [redacted]Risk ManagementClub Cal Neva[redacted] (P)[redacted] (F)[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)In response to the response made by Cal Neva representative. I never signed any release of liability. Furthermore their was no security guard monitering people going in and out of the hotel so people that weren't registered guest and or possible visitors to the hotel have free reign to the hotel. Upon reviewing [redacted] and filing a statement on that site, I noticed several other similar incidents of robbery and or rooms being burglarized at Cal Neva's establishment. Apperantly this was an ongoing problem that needs to be addressed to ensure public safety and to make their patrons feel safe. As for the security being onsite in the hotel I never noticed one officer walking the floors and or anyone regulating who was going into the hotel. My fiancee [redacted] while holding the lady caught in our room, she had to call security twice over a 10 minute period before anyone arrived. With that said it shows that no security was in the hotel prior to the emergency response to our room. I know I double checked our room before leaving out for the night that evening and it was locked. My fiancee has emotionally and mentally been traumatized by this incident as well as been violated of our personnel belongings. This incident was not okay and I feel that Cal Neva is responsible. I never signed any release of liability and actually caught someone in our room. I am not making this up to come up on the Cal Neva's establishment. They have had a continuous ongoing problem that needs to be addressed. People want to have a good time and feel safe doing it. I really enjoy the casino and atmosphere but feel the security is lacking at best in the hotel where people need to feel safe.