ComplaintsforSilver Legacy Resort Casino

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Tuesday 20th August 2024 I checked into Silver Legacy Hotel at Reno for NV MPD Conference, I was assigned room# 1879. On Wednesday 21st August, I left my room for the conference around 7 am and returned at about 5pm. When I got back to my room, 1. I noticed my brand-new apple watch which I had left on the bedside drawer was not there. I was tired so I showered and went straight to bed. 2. The next morning, after I showered, I wanted to use my perfume before I head out. It was at that point that I noticed again that my perfume which was in the bathroom together with my body lotion was gone. 3. I immediately became alarmed and reported to the front desk. Two security men arrived, my room was inspected, and my statement was taken (please find attached). After my statement, the 3 of us left the room, locked and I headed out to the conference center. 4. I got back around 5pm, the moment i got to the room, i shocked to notice that my new Nike sneaker which i purposely bought for this conference and had worn the previous day was also gone. At this point I became, frustrated, angry and scared at the same time. 5. I immediately went downstairs and reported to the front desk, the security supervisor showed up, we went to the room together and they asked me to pack my stuff. My hotel room was changed, and I lodge in a different room for the night. 6. I was given the phone number of Mr. Dan M*** (**********) who I was told was the guest relations who will review my statement and get back to me. I have since been calling this number to no avail. 7. I do not hear anything back ************************  8. My properties that were stolen are valued at; Apple watch - $300, Sneaker - $150 and perfume - $100 Counting on your cooperation and hoping to hear from you soon.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  I stayed at Silver Legacy room 1865 on June 23/24 I woke up with bites all over my legs and immediately went to front desk to inform them of bed bugs. The desk staff called security right away and they told me I need to move my room. The 2 security staff followed me to my room to pack my stuff, write a statement, take pictures (I also took pics) of my leg bites and said I need to contact Dan Uka (head of security) in 24 hrs to receive a report update. He has never to date contacted me. I called and left numerous messages, spoke to dispatch and the front desk. To date I have not heard anything at all from anyone. This whole experience has been upsetting and traumatic. I feel at least my room fee should be ZERO. The customer service is the WORST and I do not recommend anyone to stay at Silver Legacy. I was attending a womens national bowling tournament and this experiance made it a HORRIBLE, HORRIBLE time. I was never even given an apology.

• Initial Complaint

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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 room

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  More info

  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

  More info

  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

  More info

  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 this

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  More info

  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

  More info

  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.

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