Grand Sierra Resort and Casino

I purchased 4 tickets for the [redacted] show at Lex Nightclub for August 14, 2015. These were birthday presents for my friend and husband. The event times were listed as 10pm to 4am on the tickets and a start time of 9pm on GSR's event website. We arrived at 10pm and stayed until 1:30 am. [redacted] never came out to perform during that time. 2 of our guests that I had purchased tickets for stayed until 2am, and left at that time as [redacted] had still not made an appearance. I paid more than the club entrance fee for this event ($119 for 4 tickets), and did not get anything more than a DJ experience. My husband has attempted to contact the Casino regarding this issue, but has not had any success. He has written emails with no repsonses.We spent 3 and a half hours (or 4 hours in the case of our guests) waiting for a performer that did not show up. I understand that shows may run late, but I feel that 3 and a half hours (or 4 hours) is more than excessive. To see [redacted] was the only reason we went to this club, and it was the only reason I was comfortable with paying the high prices to get into the nightclub.Buying tickets for an event, and buying them as birthday presents no less, is extremely disappointing and frustrating. I would not go to Lex Nightclub again as I would have no faith that they would deliver the services I paid for.Product_Or_Service: Event TicketsOrder_Number: [redacted]Desired SettlementI feel a refund for something that the business did not deliver on in a reasonable amount of time is a fair resolution.Business Response Contact Name and Title: Director of NightlifeContact Phone: [redacted]Contact Email: [redacted]Hey [redacted],Hope you're well. I was holding off on responding, as I've been in correspondence via email with you. I believe you've received your email, via our ticketing vendor and again we deeply apologize for your experience. Unfortunately, a lot of times it is difficult for us to manage the talent, and this was one of those times. Please let me know if there is anything else I can do to make it up, and we'll make it happen. Talk Soon,[redacted]

I made an advanced reservation at the Grand Sierra Resort by phone. I asked what my total cost for the reservation would be. I was given a quote that was charged to my credit card. After my trip, I discovered an additional charge of approximately $17 dollars was separately billed to my card. When I called to inquire about the charge, I was told it was a separate "resort fee". I asked the agent I was speaking with why this fee was not included in my total at the time I reserved the room. I told the agent I felt it was a very poor and unprofessional business practice to exclude extra charges when I ask for my total. The agent told me I would have been advised of the additional charge if I looked at my check in paperwork, which I explained to the agent does me no good to see after the fact of already planning my trip and checking in at the hotel.I told the agent I wanted to speak with a supervisor regarding the charge. I was transferred to a supervisor who told me I should have been advised of the charge, but offered no more of an explanation then the agent as to why the $17 dollar charge was not included in my total when I asked at the time of making the reservation. The supervisor was not willing to reverse their charge to my card. I asked to speak to the supervisor's boss and was transferred to a voice mail. At the time of writing this, no one has bothered calling me back.I feel the business practices of the Grand Sierra Resort are deceptive. The general public is not a "hotel expert" and to secretly tack on additional fees on the back end instead of being up front about the total cost of staying at their hotel is unprofessional.Product_Or_Service: Hotel Room StayDesired SettlementI would like the additional "resort fee" I was charged reversed back to my credit card. I do not feel this was a fee I was informed of at the time of reservation or charge I agreed to pay. Business Response Mr. [redacted] was informed at the time of the reservation of the resort fee as it is a fee that is not hidden on our website or on 3rd party sites. Reservation agents are all trained to review all costs at time of booking to avoid just this type of guest concern.

Complaint[redacted] concert was overbooked and Grand Sierra Resort is claiming to have seated all ticketholders. Their front desk staff instructed me to contact [redacted], where I purchased 5 tickets over two months ago, but [redacted] declined to refund my purchase because Grand Sierra Resort told them that the concert was not overbooked. At least 20 other people were in line with me to get refunds. People had been trying to get a seat for over an hour; some said it was standing room only and a fire hazard.Product_Or_Service: Concert TicketsAccount_Number: Confirmation [redacted]Desired SettlementI would like my total cost of $161.44 to be refunded, as soon as possible.

I was vacationing in Reno in late March as I was competing in a card tournament at the Atlantis casino. I always stay in a different hotel than where the tournament is located, so I decided to try the Grand Sierra. I booked my room through the end of the month. TWO DAYS before I was supposed to check out, while I was away at the Atlantis playing cards, housekeeping came in (past a "do not disturb" sign) and threw away ALL of my stuff, including my food for the week in the fridge, and my money for the Atlantis poker tournament's main event. Upon finding my room empty, I immediately called security and filled out a report/claim. The security agents would not even consider my request to have staff go through the trash to find my stuff or, more importantly, my cash. I barely even got an apology from the hotel, though James Gregg in security was very friendly and understanding. Fast forward 50 days to now, and after at least two dozens phone calls and 1,000 excuses, I finally hear back from[redacted] (actually, I called HIM), who apparently was just recently hired to handle claims. He himself was very unreliable and promised on no less than 6 occasions to call me back but never did. I had to keep calling virtually every day and was never once called back. Well,[redacted] tells me that after concluding their investigation, they DO see where housekeeping messed up and DID clean out my room 2 days before I was set to check out. But my claim to get my money and my cost of food refunded was denied. [redacted] says, "next time you stay with us, we might upgrade your room for you." What a load of horse pucky! The only reason I went to Reno was to play the main event at the Atlantis poker tourney, and the Grand Sierra Casino threw my buy-in money in the trash! With barely an apology and no refund of my stay or reimbursement of my losses, I am angry! I will never be staying there again and I expect a full refund of my stay as well as the hotel returning my money and the cost of my discarded goods!Desired SettlementI want a refund of my stay, which was ruined by this experience. I want financial compensation for the discarded items. And I also want a COMPLETE refund of my money that was thrown away. My entire statement is in the security report, so they know to the exact penny how much I am owed. I also want an apology. I feel extremely mistreated. Only James Gregg's handling of the situation was commendable. Business Response [redacted] was a guest of our property from 3/21/14 thru 3/30/14. Our room attendant did clean the room believeing it was a check-out and due to this inconvenience [redacted] was our guest for the nights of 3/29-30/14, along with a $25 food credit. [redacted]'s room is equipped with a safe which he was more than welcome to use at on cost to safe guard any of his valuables. GSR has closed this case and doesn't find the information provided in the complaint worthy of reopening. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)That is unequivocally not true. 1. Housekeeping did not "clean" my room. They threw away my stuff, two days before I was supposed to check out.2. I was comped a free room for the night of the 29th based on my casino play because the I-80 West pass was closed due to snowfall that night.There was no safe in the closet like in normal hotels. We later found it in a drawer under the fridge. But that wouldn't have mattered. Housekeeping opens safes after people check out anyway, and since housekeeping mistakenly thought it was my checkout date, they would've likely thrown out anything in there as well. Housekeeping threw away my STUFF. I haven't received financial compensation or even an apology YET. Not even their initial response here included an apology. Shameful.

WE STAY AT THIS HOTEL CASINO FOR 2 NIGHTS THEY MOVED OUR PERSONAL BELONG WITHOUT OUR PERMISSION TO A DIFFERENT ROOM AND COULD NOT FIND OUR ITEMS...I HAVE REPORT AND FILED WITH SUPERVISOR AND THEIR EXECUTIVES THEY SAID THEY WILL LOOK INTO IT....THEY ASSURE US THEY WILL FIND OUR ITEMS, WE BELIEVED THEM AND SEVERAL WEEKS LATER THEY SAID THAT THEY COULD NOT FIND OUR ITEMS AND THEY WON'T NOT TAKE RESPONSIBLE FOR THEIR EMPLOYEES WHO CLEAN THE ROOM AND RELOCATED OUR ITEMS...THEY OFFER ME 2 FREE NIGHTS STAYING TO COMPENSATE FOR MY LOST...WHO WOULD WANT TO STAY AT THE HOTEL THAT COVERED FOR THIEVES AT THEIR HOTEL.Desired SettlementTHIS HOTEL CASINO DEFINITE DOES NOT QUALIFY TO BE A 4 STARS RATING BY Revdex.com. YOU CANT HAVE THIEVES IN YOUR HOTEL STOLE CUSTOMER PERSONAL BELONG AND COVER FOR THEIR ACTIONS THEN NOT TAKING SERIOUS ABOUT CUSTOMERS COMPLAINTSWE WOULD LIKE TO SEE Revdex.com ORGANIZATION TAKE A LOOK OF THEIR CUSTOMER COMPLAINTS FILES REGARDING MISS ITEMS OR LOST ITEMS WHILE STAYING AT THIS HOTEL CASINOBusiness Response [redacted] filed a report on August 18th, 2015 for items lost supposedly during a room change due to unacceptable initial room assignment. The items missing were a pink baby blanket and stuffed bear, earrings, and a pair of "true religion" jeans. We were not able to locate any of these items after searching the linen room on the 5th floor or verifying if they were ever in the room. We interviewed the GRA assigned to the room and also checked her work history(clear). Based on the above information we offered [redacted] a complimentary 3 night stay as a gesture of goodwill as we would not normally take responsibility for these items due to not verifying or finding them in room. [redacted] as he stated declined our offer and this case is closed from our standpoint.

I booked a room, they sent me a confirmation with the charges, my credit card was charged more. I called and they didn't even attempt to solveI booked a room March 18th. I arrived that night at 9. They sent me a email confirmation with what I would be charged. I didn't have an issue with it since I reviewed the email. I understood that the hotel was busy and knew the rooms would cost me a bit over $200 a night. In reviewing my credit card statement I noticed I was charged almost 650. Almost 70 over the email I received. I called hoping to get this corrected and the front desk manager was not helpful at all. He said it was my mistake and he couldn't help me. He said I needed to dispute my credit card. I'm not understanding why he couldn't come up with a better solution and why I need to go through all that to correct an error they made. They also charged my card without me being there to check in. They allowed my sister to check me in, didn't ask for ID, didn't get my signature. At pm they didn't have rooms ready and when I shared that he was rude and didn't offer any solution. I asked for a supervisor and he said he was the only one in charge. His boss is out of town until next Friday. I didn't get his name but they could check the schedule as I just called at 845p 3/29/16. He could of offered a discount on a future visit if he couldn't return my monies. Or simply say, I'll look into it. Instead he was rude and demeaning. He didn't even ask to see the invoice I had. Desired SettlementI would like them to honor what was given to me in writing. There should be a comp on future visits as we stay there 3 to 4 times a year. We go in a group of up to 8 families. I'm not asking to not pay what I owe but if something is given in writing that's what is expected. Business Response [redacted], I apologize they couldn't effectively communicate the breakdown in your bill. You booked the reservation the day of and the rate that was confirmed per night was $270 plus 13% room tax, $15 resort fee plus 13% tax, and a $2 tourism surcharge per day. I also apologize for how the issue was handled and will follow up with team. I will be happy to upgrade you to a studio suite the next time your travel plans include Reno if available. Please contact me.[redacted]

I placed a reservation for a room sometime in the spring of 2016, a three night stay. I did so under the assumption of the GSR's terms of use:https://www.grandsierraresort.com/terms-of-useand subsequent privacy policy located here:https://www.grandsierraresort.com/privacy-policy#securityat the time of writing, did nowhere explicitly state that a reservation of a room cost a an advanced charge of the first night of the reservation. My card was charged a total of 123.17, without my prior knowledge and I was slapped with an overdraft fee of 35 dollars. I would NOT have made the reservation, or at least waited, if in fact, the information was made clear to me before hand. The way [redacted] and her affiliates convey this information is in my opinion dubious, a charge of this magnitude should be given.In addition, in my email confirmation, there was NO confirmation of a charge being issued for the indicated amount, nor was there a bill of sale or receipt. There was no way of knowing such a charge would be issued.That being said, I enjoyed my previous stay, its a nice, well run hotel, but I have been sorely inconvenienced by this and I hope the resort makes it right.Desired SettlementI live paycheck to paycheck, I don't have money to spend on bank fees or incredulous deposits. I have no choice but to keep the reservation, but I would surely hope the GSR fixes this communication issue if they continue to charge a deposit for a reservation, that and make my banking fee go away.Business Response Unfortunately we have been a first night deposit resort for over 2 years. [redacted] has attended this same convention the previous year. We clearly communicate our deposit requirements at the time of booking both over the phone or online. We have also communicated this to the meeting organizer. We apologize for the breakdown in communication, however we will not be refunding [redacted] the overdraft fee.