Sands Regency Hotel & Casino

HOTEL REFUSED TO REFUND ME FOR 1ST NIGHTS DEPOSIT EVEN THOUGH I NEVER CHECKED IN AND THE RESERVATION WAS CANCELLED.I MADE RESERVATIONS THROUGHT THE HOTEL'S ONLINE RESERVATION SYSTEM. I WASNT AWARE THAT THE 1ST NIGHTS FEE WAS DUE UPON MAKING RESERVATION. A SHORT WHILE LATER I RECEIVED AN EMAIL FROM THE HOTEL STATING THAT THE RESERVATION WOULD BE CANCELLED IN 24 HRS UNLESS THE DEPOSIT WAS PAID. I ENDED UP CHANGING MY MIND AND DECIDED NOT TO STAY THERE SO I NEVER PAID THE DEPOSIT. 2 DAYS LATER I RECEIVED AN EMAIL STATING THAT THE RESERVATION WAS CANCELLED DUE TO NON PAYMENT. ON FRI, 5/20, I RECEIVED NOTIFICATION FROM MY BANK THAT THE HOTEL CHARDGED MY CARD FOR THE 109.68. I IMMEDIATELY TRIED TO CALL THE HOTEL TO SPEAK TO SOMEONE TO RESOLVE THE CHARGE PROBLEM. GOT THE RUN AROUND FROM THE HOTEL-TRANSFERRING ME FROM PERSON TO PERSON, VOICE MAIL TO VOICE MAIL. I WAS TOLD THAT I WOULD NEED TO SPEAK TO THE AUDITOR ([redacted])-FINALLY GOT A HOLD FROM HER AFTER APPROX. 8 TRIES. SHE WAS RUDE AND VERY NOT HELPFUL, COMING OFF IN A VERY UNPROFESSIONAL MANNER. SHE BASICALLY TOLD ME NO AND NEXT TIME I "NEED TO BE MORE CAREFUL". HUNG UP FRUSTRATED AND CALLED BACK THIS TIME ASKING TO SPEAK TO RESERVATIONS MANAGER(LAURA). RESERVATIONS MANAGER WAS NEVER AVAILABLE, I LEFT SEVERAL MESSAGES ON HER VOICEMAIL WITH NEVER A RETURN CALL BACK. I WROTE A REVIEW ON THEIR WEBSITE-NO REPLY. I LEFT A MESSAGE ON THEIR WEBSITE WHERE IS SAYS "CONTACT US"-NO REPLY. IVE TRIED TO LOCATE A NUMBER FOR THEIR CORPORATE OFFICES BUT NO LUCK.NO RESPONSE AFTER NO RESPONSE.HORRIBLE CUSTOMER SERVICE!!!!!Desired SettlementI WANT THE $109.68 CREDITED BACK TO MY CREDIT CARD OR TO BE SENT A CHECK IN THE MAIL.Business Response Credit card charges have been reversed. Very sorry for the inconvenience. Please note that it takes anywhere from 5 - 10 business days for the bank to reverse. The reversal has already been completed in our system.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I originally wanted the charges (109.68) reversed and since that has been done, I'm completely satisfied.Thank you!!!

Our car was vandalized in the Sands Parking lot. They falsely said their parking structure was working and it wasn't. We arrived on 5/12 to check in We were informed parking structure was "temporarily" out of service and we were asked to park in their open parking, assuring us it was patrolled and safe. Friday 5/13 we awoke to our cars hood being smashed (footprints visible on it) and our windshield broken. Security came out to see the car and he laughed at my wife and I. Security director said he would review footage and call us that evening (which didn't happen) The next morning we went to speak with him and he "didn't show up to work that day" We were forced to leave and return to Oregon on 5/14/16 and dealt with front desk. They say "we have nothing to do with it, that's on security" and treated my family and I like we were the crook. I've made repeated attempts to call and cannot get anyone to answer or return my call. Our insurance agent said its $1200+ of damage, of which we have a $500 deductible. We asked for our rooms (at the very least) to be comp, and they said they don't have the authority to do that? We filled out an incident report and took photographs; I assisted Eduardo (security supervisor) with exact location of where we were parked and they have done nothing to help us. My family and I have been going to Reno for 20+ years and never had an issue while parked in a structure. Had we known their parking structure truly wasn't available we would have stayed at a different hotel.Desired SettlementI would like the two days hotel billing to have the charges reversed to us at the very least! I would like the property insurance to cover the damages to my wife's brand new $30,000 car. I would like an apology from the staff who laughed at my wife and made her cry in public over this.Business Response On Friday, May 13th at approximately 9 am, [redacted] came to Security to report damage to her vehicle. A dent was witnessed on the hood at that time. The parking garage was closed as stated by the guest due to maintenance. Ample parking is available for guests. However, we cannot guarantee any particular location or assure safety. We do every effort to patrol our lots on a regular basis.We are unable to verify when and where this damage occurred.For the inconvenience the guest experienced, the room charges have been reversed and the guest will receive a check in the mail.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Although they first laughed at us (literally laughed) the security director [redacted] made good on his promise to have our rooms compted for the weekend. Not 100% vindicated but satisfied with the outcome