My experience at the El Dorado Hotel and Casino Reno was one of the worst stays that I have had at a hotel. We visit Reno often, usually for shows or events and we like to stay at The El Dorado since it was a short walk from there to our show. We arrived around 5:30pm to check in and were advised by Krystal (she was very pleasant and tried her best to help us) that they did not have the room available that I had booked, which was a Premium King Suite. The explanation from the manager (who never actually spoke to us, just whispered answers to Krystal) said that there was a key lock issue with the suite and they had to move another guest into our room. They looked at getting us a suite 2102 but then said no that was already assigned to another guest. My options were to PAY for an upgraded suite or be given a standard 2 queen room with no compensation for the price that I paid. We took the upgrade that was explained to be a very nice 2 room suite with a living area but there would not be a view. We arrived at the 6th floor suite to find that no view really means no window. There was a 6 inch high fake window at the top of the bedroom wall with a frosted tint. The room is in the middle of the building so that was all fake. The ice maker was filthy (see photos), the toilet tilts to the right, the couch has no back cushions, and the bed is so low it feels like it was an ada accessible room. Also for an upgraded suite it has a mixture of gold and silver fixtures, some brushed and some shiny, holes in the cabinetry and non working outlets. To my surprise there were also no usb charge ports. Most standard rooms that I have stayed in in the last several years have these. We went back to the front desk and told a new lady that this was not an upgrade and this room was not okay. She said that guests complain about that room all the time but there were no other options for us, they were completely booked for the weekend. When I said that SIlver Legacy would let me book a room she told me NO! They were booked and the online system was behind but she knew for a fact that it was not an option. Then when I pressed her about that she said well it's because you booked through a 3rd party. I asked her which of the 3 excuses were the truth? She couldn’t answer. I told her to reverse the upgrade charge and she agreed plus offered a $50 food credit. It wasn't until I spoke with the 2nd lady that I found out that this was because I booked through a third party, I didn't know that I had. The website looked just like the El Dorado and there were no markings like priceline or expedia. I own my mistake because I thought I was booking directly with them. It's terrible how they treat you, when she saw my surprise she then told me that it happens a lot because this site shows up before theirs. (if you choose to stay here, be careful!)

We used the food credit at Millie’s in the hotel and I'm glad I didn't have to pay for that crappy food. My scrambled eggs were both runny and had burnt brown spots, the bacon was like jerky, the waffle was undercooked and my husband's biscuits and gravy was so over cooked that I could have injured someone if I threw the biscuit at them.

My main issue is that I received 3 different excuses for them not having my booked room available. Just be truthful from the beginning and don’t offer crappy rooms that you know nobody wants. I paid quite a bit of money for a crappy stay. The manager was so unprofessional, both in dress and attitude that it was said that she leaves her employees out to dry when there are issues. I wish I had caught her name but I'm sure the hotel knows exactly which manager I'm talking about.