Peppermill Resort Spa Casino

My room did not have a fridge in it, therefore, the items in the fridge were not available. The hotel, however, charged me for the entire contents of the nonexistent fridge. I was overcharged almost $250. I also sent an e-mail to the resort and submitted a dispute with my credit card, as well as left a voicemail with the resort on Sunday. Overall, it was a great stay, I just don't want to be charged for items that I did not use.Product_Or_Service: NONEDesired SettlementI would like to be charged for the room only, not for the items I did not use. I frequent Reno often, and would like to stay at the Peppermill again, but only if I can get this issue resolved. Business Response Dear [redacted]:Please allow me to apologize for the inconvenience you experienced due to being charged for the mini bar items in the room. We have authorized a credit of $242.59 back to your account for this correction. [redacted], we appreciate your patronage of the Peppermill Reno and look forward to the opportunity of serving you on future trips to the Reno area. If my office can be of any assistance, please don't hesitate to contact me. Sincerely, [redacted] - Assistant Hotel DirectorConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Returning my funds is what I asked for, I am fine with their response.

I have been a loyal patron and VIP card holder for many years. I only am able to travel to Reno about three times a year, but am able to keep my VIP status in their slot club by how much I play. In Feb I was on a vacation at the Peppermill and a simple mistake was handled badly by the security dept. I was detained and the gaming authorities were called. I over heard the officers talking to each other saying they could not change the charges because the authorities were already called. They told the gaming officers I had taken a ticket out of the slot machine, cashed it and left the casino which was totally false. I was issued a ticket and had to go to court. After the officers left they made me get my wife who is 76 years old out of bed and we were kicked out of the hotel and given a no trespass order for all of there properties. Due to this we had to sleep in our car, Friday nights the hotels are full. I had to get a lawyer to handle the case, which was dismissed in court. This ruined our vacation and cost me a lot of money and worry for something I did no due. I forgot to mention that they seen I was telling the truth from the cameras in the casino and still told the police I took some ones ticket and left the casino.Desired Settlement I would like a sincere apology for what happened reinstated at a higher VIP status, the money I had to pay out paid back and taken off the no trespass list. I can just wonder what would have happened to a person that flew in on a plane they would have to spend the night on the street.Business Response Contact Name and Title: [redacted] AGMContact Phone: 775-689-7176Contact Email: [redacted]Unfortunately the decision was one which resided with the guest and Nevada Gaming Commission. I would be more then happy to speak with Mr. King to see how we can assist him in returning to the Peppermill.Best Regards[redacted]Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I except the response of the Peppermill, as long as they carry thru with what they said.

My complaint is due to bad service at Biscotties.I tried to resolve this directly with the Peppermill by a letter and their feedback card. They never even bothered to contact me back.I am writing in reference to a lunch buffet I had at Biscotties. Please know that I have been a customer of the Peppermill for years and visit the casino as well as your downstairs buffet once-twice a week.Normally your service and food are great. Unfortunately today we had some difficulties. I was dining today as I took my parents to lunch for their 40th anniversary. I made a reservation on Friday May 22nd and told the hostess there at the time that it was their anniversary and requested a specific table, by number, that we hoped would be available. The hostess was friendly and took our reservation with no problem.When we arrived this morning we were greeted by a hostess named [redacted]. She was very snippy to downright rude. She told my parents that the table reserved would not be available as it was only for large parties and they would have to sit in the middle of another part of the dining room. (The table we like when we dine at Biscotti's is located next to the window which my parents like). After some discussion we were told to sit at a table near the one we had reserved. While there were other people seated nearby the table we had reserved was not in use when we arrived nor during our lunch.In addition, they were incredibly slow in service. Even though [redacted] and the staff knew it was my parents 40th anniversary no one even greeted them as such. (Most restaurants, even cheap ones, will sing Happy Birthday, wish a Happy Anniversary, etc.)Again, this was my parents' 40th anniversary. It needed to be perfect. Because of [redacted] it wasn't. Desired SettlementI would ask for a refund or a complementary buffet for 3 at Biscotties.Business Response Contact Name and Title: [redacted] Dir of F&BContact Phone: 775-[redacted]Contact Email: [redacted]@peppermillreno.comMr. [redacted], We are sincerely apologetic for any inconvenience that you experienced on your last visit with us at Biscottis. I am sorry to hear that you did not get the service that you deserve. We appreciate you as a guest. After looking into the details of your reservation, I see that you are a frequent visitor to Biscottis and we appreciate that. I did address the issues that you had with the staff to make sure that we are accommodating all of our guests to the fullest. We hold a very high standard with our training procedures to ensure consistent procedures followed by our team members. We have a system in place that should be followed for all reservations, which includes asking all our guests if it is a special occasion so that we can make a notation of it at that time. If any guest has a special request, we would like nothing more than to honor that request and more. I did see that there was a slight miscommunication with which table you had requested. The section that you had asked for is frequently closed, especially at the tail end of the brunch when business slows down so the hostess did get confused and thought that you meant the other tables that were by the windows. I know that you were able to be sat where you originally wanted and I apologize for the confusion. I also wanted to let you know that we do have processes in place to make each special occasion extra special for our guests and we provide a complimentary dessert with all birthdays, but unfortunately we do not sing Happy Birthday due to the disturbance that it may occur for our other guests. We would hope that you will accept this acknowledgement and apology and give us the opportunity to exceed your expectations in the future. We are thankful for the information and we will be investigating this issue immediately. I hope that if you have any other comments or concerns, you call me on my direct line at 775-[redacted] or email me at [redacted]@PeppermillReno.com. Sincerely,[redacted]Director of Food and BeverageConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Thank you for your response. We decided to try again for Fathers Day and your response came in after that date. I have to followup with a few questions, and if you can please answer them I will consider the matter closed.1) Why did I have to ask for the help of the Revdex.com and you didn't answer me from the normal request card?2) On our second visit last Sunday (June 21) the staff was great, and thank you for that. The server was very friendly and outgoing and I commend that. 3) When I called on Friday, June 19, to confirm our time they had no record of my reservation. I had made it two weeks prior but it was lost. Why?4) Our reservation was at 2:30,and I specifically asked when I made it (the second time since the first had been lost) if that was going to be too late in the day for the buffet and was assured it wouldn't be a problem. At no time was I told that the buffet closed at 3:00 and we would only have a half hour to eat. And after this happened we were still charged full price.I look forward to your response on this matter and thank you.Final Business Response Thank you so much for your response. I would like to address the last questions that you had asked. First, I do apologize that your original inquiry was not addressed. I am not sure as to the exact reason that your inquiry was overlooked, I was away from the office during an extended period of time during the time of your original complaint. Every guest concern or feedback that I receive is very important and we do go through all of them. The concerns that you had are extremely important to us. I hope that if anytime you, or any of our guests, have a concern that you reach out to me or any other F&B manager through our operators. My direct line was also provided.I am happy to hear that you had a good experience on your following visit. Thank you so much for the feedback.I would have to look further into why your reservation was lost on the day that you called. If you could let me know which number that you called to make it, I can go back through the records. I would also suggest that you call and speak with a manager on any future reservations, or send me an email, since you have had some problems in the past. In regards to closing the brunch at 3 (holidays are over at 3pm and normal Sundays are at 2pm), we do take reservations up until then and if we have guests eating, we keep the line going. However, our business subsides heavily towards the end of the brunch times and at the end we do a last call to make our guests aware that we will not be adding new product to the line. Usually, the buffet will stay open at least 30 minutes after we do the last call. If we do not do this, it can create issues for guests inquiring as to why there is not enough food on the line. I am sorry for any confusion on these procedures, but that is the norm. Mr. [redacted], please feel free to contact me personally with any comments or concerns that you may have. We strive for the most efficient guest service possible and appreciate the feedback that you were able to provide. We always want to make sure that the guests have a positive experience. I have communicated this to the management team so that we can work on these issues. I hope that on your next visit we can exceed your expectations and look forward to seeing you in the future. Sincerely,[redacted]Director of Foof and Beverage

I made reservations for 2 nights at this establishment. We got there last Friday night and we went out. When we got to the room to go to sleep I laid down and found blood all over the sheets and the pillows. They had just turned the pillows over and had not changed out the bedding at all. This puts a person at risk for several health issues like HIV and Hepatitis. I complained and they would only reimburse me for half of one night for this mistake that could cause me a lot of medical issues. I will never stay in this place again!!","neg-1

The Peppermill Hotel in Reno Nevada advertized a FOUR-STAR room for which I reserved and paid for on line through their affiliated [redacted] site. Upon my arrival I was then informed that my room would be located in the much older, quite smaller section of the hotel - the Travel Lodge section. The shift manager, [redacted] informed me that the deal through [redacted] was specifically meant to serve guests to the older Travel Lodge section. I complained to her that I was compelled to UPGRADE $30.00 per night for my four night stay in order to stay in the "newer" FOUR-STAR section of the hotel that I originally was lead to believe where my room to be. I was not made aware of a "travel lodge" section at any time during my on-line booking. [redacted] went on to explain that although the Travel Lodge section does not offer FOUR-STAR rooms, the property itself (on which the entire hotel exists) is indeed a four-star rated hotel. Thus, my four-star expectations of which they advertize were not offered to me, even thought that is what I selected on line and purchased.Desired SettlementI would simply like to be reimbursed $120.00 for the $30.00 per night for the upgrade I was compelled to make in order to enjoy a FOUR-STAR room at the Peppermill Hotel in Reno, NV for my 4-night stay. The shift manager, [redacted] was not willing to settle my dispute in person nor through an email. Her business number is [redacted]. Her fax is [redacted]. Her email is [redacted]. I am hoping that the Revdex.com can resolve this matter for me.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]Dear [redacted],Thank you for contacting the Revdex.com with your concerns about your stay and your room accommodations. We apologize for any misunderstanding with regard to our hotel accommodations. All of the rooms throughout our property have been approved by [redacted] as 4-Diamond. When [redacted] does their property inspections they inspect all of our rooms from the entry level North and West Wing to the most luxurious in our Peppermill and Tuscany Towers. We sincerely apologize for any inconvenience you experienced during your stay. As a gesture of concern over this matter, and in an effort to restore your faith in our hotel we will issue a credit of $135.60 for the upgrade charge of $30+tax per night upgrade charge you paid. Please be aware that although this refund will be processed by us today, it may take up to 5-7 business days for it to appear on your account. If there is anything we can do to further assist you, please do not hesitate to contact us directly.Sincerely, [redacted]Director of Call Center OperationsPeppermill Resort Spa Casinop [redacted] f [redacted]

I checked in Peppermill(Room [redacted]) Reno around 6pm (7/29). I found the room is dirty. Especially, the chair's clothes was broken and dirty. I called the front desk. The hotel promised to replaced one right away. I went out to have dinner and come back the room about three hours late. I found the chair wasn't been replaced. I called the house keeping. They promise to arrive in 5 mins to take care of but 10 mins. No one showed up. I call the front desk. The front desk manager promise to replace right away. I wait for another 20 mins. Finally, the house keeper came and replace right away. But, the house keeper complain about this is a small issue why need to change chair. I was unhappy to move the old chair out of the door. The house keeper man SAID : I thraw the chair to him. But, I just want to move out the old chair to get the replaced one in. The Hotel manger came to my room and demand me to get out the room in ten miniutes. I refused. She said she will call policy. I said fine "call policy", But,She called three mans (hotel security) to the room and ask me to out of the room right away and refused to refund any money. She said this is according to Nevada Laws. If I refused, She will put me into prison.Product_Or_Service: Room [redacted]Desired SettlementThis hotel ask customer with children to move out the room near the midnight for no reasons. Just because the house keeper is unhappy to serve!!!I request:Apology, refund and reasonable compensation.Business Response We are returning the room fees to this guest for the night he was asked to leave our hotel.The guest had called housekeeping due to what he felt was a "stain" on the desk chair. Our housekeeping staff came to the room and took the chair out and had it completely shampooed and returned to the room. This chair was in perfect condition at that time.Unfortunately, the chair is now broken as the guest ripped the upholstery then threw the chair and hit one of our housekeeping employees with enough force to break the chair. Our employee chose not to file any charges against this guest but it was necessary to ask him to leave the hotel due to this unnecessary physical assault upon one of our housekeepers and his continuous verbal assault towards our Front Desk Manager and our security personnel. This room was booked through an outside agency and we have contacted them to refund the fees to him for the room. We have included this guest on our list of people we would prefer not to return to our property. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This is a dirty thing on the Chair not Stain. You can remove by hand easily and the uppholstery was opened when we check in the room. I have the pictures "when I checked in the room" and "before moved out the room" to prove what I say.I just moved the chair out of the room and asked housekeep to move away and move in the other replaced one. How come the Chair now reported as broken and ripped. Hotel shall have CAM on the Doorway to prove the chair was moved out "near the ground since it is a heavy Chair", Shall the Chair was broken, it will be necessay to move a distance at a fast speed.The Front desk manager promised to change the Chain between 6-7pm and I returned to the room round 9-10pm. The housekeep have at least two hours to replace the Chair. But, I return to the room with the same chair. Of course, I called the froont desk manager to make my complain but I still need to wait and wait. Once the chair was replaced, I talked to no one in that Hotel. The housekeep came to the room to change chair with a lot of complain about why this need to be done and it is unnecessay etc..The Hotel choice to believe their housekeepers is a great disappointment. The housekeeper's story is n't true at all.The Front desk manager was smiling when she ask me to move out the room by focing me to open the door and kept it open before I leaved. During the process, I only ask why Hotel can forced me out of my paid room. I kept the recording and video.For this kind of Hotel, I will never want to stay again.Final Business Response The Peppermill feels that we have done what we can to appease this guest. All charges have been reversed and the guest was not billed any amount for the use of this room.We're sorry that this guest does not wish to stay with us again. Our hotel protocol was followed regarding this incident. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)1. The fee was refund by Agent's goodness NOT from the instrution from Peppermill.2. The front desk manage with four security persons knocked(ping!, ping!, ping!) our room door near the midnight and force my family including two children. The children even now fell very bad when someone knocked the door.3. We was forced to move out the room near the midnight without any arrangement.4. The front desk manger showed a very happy face to force my family out. 5. The hotel say "NO Sorry" and nothing but "LIE". 6. Please ask Peppermill to shwo the video when the chair was moved out from the room(1st and second time). I have the pictures before and after. The Chair didn't break at all just dirty and texture wear out and seperated.7. Peppermill continue to refused to present the true. The true with pictures will informed everyone we know about what happened at that night. If this against any laws please let me know.

I had stayed at Peppermill Hotel & Casino before and thought it was beautiful and had a great time, so I came back. When searching for a room online I imagined that I would be staying in the hotel that I stayed in prior. The online description indicates that the rooms have been updated. I never imagined what I would walk up to would be so disgraceful! The rooms looked beautiful online, but when we got to the Hotel, we were less than pleased to learn that the North and West wings of the hotel are actually a lower quality section in the back of the main hotel resembling a low end apartment complex. This area of the hotel is embarrassing and we referred to it as the shed of the hotel and many of the employees understood which area we spoke of. The customer service has been terrible and we have been treated with little respect. The drinks are priced differently throughout the entire hotel varying a minimum of $2 depending on which area you go through. The room size is listed online, however this means nothing to anyone besides a contractor. This has been the worst experience I have had. When I made a complaint to the front desk, they had no permission to attempt to make things right. When I checked my bank account online, they had already charged me for my stay with additional fees that when I called front desk to inquire about them, I was told that in the event that I were to charge something to the room that it was already taken care of. It was an additional $150 that they charged pending. I have never been charged until the end of my stay at any other hotel and don't know what they would have done if I didn't have the additional funds in my account. Be careful that if you lift up an item from the mini bar inside the room for over 45 seconds, your room will automatically be charged for that over priced item. There is a market just down the street in addition to[redacted], a pharmacy, all the local stores sell liquor, so no need to pay $7-$9 for peanuts, or a small bottle of liquor. Request a cover.Desired SettlementI would like a refund of 50% considering I made my reservations well in advance and the hotel did not adequately describe or picture the North and West wings online to indicate that we would actually be settling into the ghetto part of the hotel. The rooms appear roomier online, and the view outside our window was that of another outside wall of the hotel. This was an embarrassment! Business Response Contact Name and Title: [redacted], Htl Dir.Contact Phone: [redacted]Contact Email: [redacted]The Peppermill Resort consists of four separate towers that are described accurately on our website and are all priced according to the characteristics of each tower. We do have guests that book the least expensive rooms and have the expectation that these are the more luxurious higher priced rooms that they looked at on our website. We do not attempt to misrepresent any portion of our hotel and will always give accurate information to anyone requesting the room sizes, views, or anything else that may be pertinent to their enjoyment of our property. All resorts that offer in-room amenities will require a deposit on the room. These run as "authorizations" only and are released at the time of checkout. Our front desk manager was attempting to explain this over the phone when she was hung up on.Our minibars are very popular for our guests that enjoy having a snack or a beverage in the room without having to leave to go purchase these somewhere else. We will never charge for any of these items unless they were actually consumed.Your room was discounted by 25% during your stay based on the complaints you had. We have discounted your room charges another 25% bringing your discount to a full 50%. Consumer Response I was told I would get the 50% refund that I have requested and I am not that good at math, but I am certain that the $46 I was refunded is NOT the 50% I was told I would get of $220 which was what I was billed. What a joke. Business Response The original discount that we offered you during your stay was $54 or 25% off our contracted rate. This brought your room rate down from $109 to $82 per night before you received your bill of $220.We then went back and credited you an additional $46 bringing your refund of room and tax to 50% off of what your original charges would have been at the $109 rate. Room discounts do not typically include the resort fees but we are removing those for you in addition to the 50% discount on room and tax so you will now see an additional $33.90 credit on your stay with us.I hope this helps clear up any confusion.Thank you

We had a party in one of the hotel rooms here, third year in a row. We've had countless parties thru various people here in the past with no problems. This time, we assumed we got a noise complaint, which is perfectly reasonable, but instead they told us blatantly to leave. However, when we closed the door to round everyone up to quiet down and/or leave, our door was banged on by a bulky security guard ([redacted]) who yelled at us for "slamming" the door in the face of his officer, something entirely untrue, and demanded us to leave, saying that parties are not allowed in the rooms, and demanding to know why we closed it, as if we should assume to keep it open. Regardless if that is true or not, which I believe it is, we were treated extremely unprofessionally.We are not destructive, rambunctious, nor do drugs or anything of the sort, and do not cause any trouble. However, this guard felt the need to get in our face over a slammed door. I don't think ypu even CAN slam a hotel door, and even if it appears like it was, it was not by any means forced to close by anyone in the room. We were unable to even stay in the room we paid for. The security manager reviewed the hallway camera and determined that we slammed the door in the face of a security guard, and determined that for that reason alone, we treated their guards poorly. This determination is highly biased. The security manager ([redacted]) even said as much that he has to "back up his men on the matter". There are no microphones on the cameras to illustrate how WE were treated. I do not trust what they have to say on the matter, the security manager didn't even know three guards came in our room when I asked for names.Product_Or_Service: Peppermill Luxury Suite 1729Desired SettlementDue to the unprofessional nature of how we were treated, how quick they were to throw us out (many of us of which were too intoxicated to actually drive home), and how unwilling to accept any fault on the matter, we are seeking a full refund of the room ($270.07). Upon speaking with the hotel shift manager ([redacted]), NO consolation or attempt at resolving the issue was made, and we were told to (once again) leave.Business Response In order to maintain a peaceful environment for all of our hotel guests, the Peppermill has a policy that is signed as acceptance from all guests that rent rooms with us. The policy states: "I understand that my room will not be used for any activities that may disturb other guests." We have this document on file with the complainant's signature but could not attach to this response.We never intend or desire to remove any of our guests from our rooms. On the night of March 29, after receiving complaints of noise from room #[redacted], we dispatched a security officer at 12:18 am to the room to inform them they would need to keep the noise down as they were disturbing other guests. As the officer was explaining this to one of the occupants of the room another person came to the door and shut the door in the face of the officer that was still trying to explain the reason for her being dispatched to the room.Due to the fact of the door being closed on the officer trying to communicate a warning, another officer was dispatched to assist in vacating the room. He knocked on the door and asked for the room to be vacated by all individuals other that the registered occupants. Over the next eighteen minutes, twenty six people exited the room including the registered occupant that left on her own accord. The Peppermill has refunded the full amount of the room charge to the registered occupant. We never intend to bring ill will to any of our guests. We do try to provide a peaceful setting for all of our guests that want to have a quiet and peaceful experience in their room. This is why we make this clear at check-in regarding the use of our rooms intended for parties or loud celebrations. We hope this sufficiently satisfies the complaint.

I reserved a room using [redacted] travel for a company event. I stayed an extra night and was charged for a no show. I do not understand how I am charged because of the hotels mix up. I told the front desk I had a reservation and they checked me in. Now I have to fight to get a charge off my bill because the hotel did not use the reservation I made.Order_Number: # [redacted]Desired SettlementI should not have to wait for someone to contact me after 3 business days to review the issue. the mistake was made on the hotels side not mine. Business Response Contact Name and Title: [redacted], Htl Dir.This room charge has been reversed. You will be seeing your credit depending on the length of time your bank takes to process the refund.We're sorry that your second reservation was not cancelled properly causing the no show charge.Our process for handling these typically takes a couple days and we apologize this did not occur prior to you taking this action.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I did not make second reservation. I checked in and gave my name. The response makes it sound like I made a mistake. I do not apprecaite the tone of the reply. If a customer calls the hotel someone should resolve right away. Not review for 3 days. I was expecting an apology not "I should have waited while it was reviewed." I now have to submit special paperwork because of the mis charge in order for my expense report to be approved. The hotel should componsate me for my time. Not make it sound like I am lucky to get my money back because of a second resevation that was never made. Final Business Response Please accept our apologies for your inconvenience regarding the billing error. We do take responsibility for this and we are sorry that we made you feel this was your fault in any way.We are sending a letter to you with our offer of compensation for your time in clearing this up.Thank you.