ComplaintsforSilver Legacy Resort Casino
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Complaint Details
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Initial Complaint
07/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My Fiance and myself spend a night in a hotel room, got horrible bed bugs. Date of Problem: Monday july 25 2022 amount spent: $160.00 Business provided: Hotel Room Dispute: Horrible Bed bug Bites from one night in hotel room Business resolve? NO silver Legacy Reno Nevada Itinerary # ************** Floor# 6 Room# *** NRS 447.100Initial Complaint
07/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked two rooms at the Silver Legacy Hotel from 7/18-7/23. My issue starts with one of those rooms being issued to another hotel guest and the way my complaint was handled. On 7/19 a stranger walked in to my room as I slept which I feel is a total breach of my privacy. I went downstairs to speak to a representative who tried getting in contact with her manager and couldn’t locate him for over 10 minutes as I stood in the Lobby upset. When the manager Finally came he waived me down to the counter ( I believe the persons name was Clinton). After I had waited patiently to address my concern, the least he could of done was walk over to me in the lobby and apologize for the delay. I felt he was unprofessional, and lacked people skills. His response to my concern had no empathy for the anger, frustration and concern I had for the safety/privacy. Clinton’s response to the issue was merely that the keys weren’t registered correctly during the check in process. So, he proceeded to recreate keys and hand them to me. If Keys weren’t issued correctly how is it possible that the system isn’t showing that a room that has been paid in full for an entire week and who’s resort fees were charged during check in isn’t showing as occupied? No apology from Clinton for the mistake, instead he blamed the person who issued the keys. He then proceeds to tell me he’ll comp one day of the room. What’s $79.00 when I’ve spent over 1400 in room reservations only to not feel comfortable the remaining week or reassurance that I’ll have privacy. This is my first time bringing my family to this resort but it’s more then likely also the last time. Rooms occupied during our stay were **** and ****Initial Complaint
04/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On April 25th 2022 I was at Silver Legacy Casino gambling. When I took a break and got up to go look for my friend a security officer approached me and said that I had to leave because I was wondering she stated she did not see me Campbell a single time and all I was doing was walking around when in truth I was gambling all night and in fact I use my players card when I gamble so I have proof that shows that I was gambling so I decided to file a complaint. After filing the complaint the head of security approached me and I stated the problem to him he said they would take care of it however instead of taking care of it he told me did I had to call it a tonight and leave the premises. I do not understand why always being kicked off the premises just for filing a complaint against one of his staff members he told me that they would take care of the problem but I had to leave so I asked him if I can at least get a copy of my complaint before I left he told me I couldn't and that I had to leave I also tried to get his name in his stats name for my records but he told me I couldn't have their names and if I didn't leave right then can I be kicked out for good nobody should have to deal with the disrespect and abuse did I went through that night so as I was leaving I took a picture of him so that at least I have that for my files when I took the picture of him he told me now I was banned from the casino for ever and if I ever returned he have me arrested now I don't understand how it is okay to treat one of your paying customers that way. The disrespect then he showed me makes me never want to go to that casino again and it's a shame because I was really fond of that casino and I frequent it often I demand not only an apology the compensation for that night I would never want to see anyone ever treated with such disrespect especially 18 customer it was simply trying to enjoy his night
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Customer Complaints Summary
14 total complaints in the last 3 years.
5 complaints closed in the last 12 months.