Grand Bowling Center — Attraction in Reno

My boyfriend and I have enjoyed visiting the bowling center at the GSR and typically bowl every time we are there, howeve this recent experience was not it. To preface, we understand Fridays are super busy and we got on the wait-list for our turn. We sat at the bar and ordered some drinks and waited for a little over an hour to get the text message stating our lane was ready. We waited in the reservation/wait-list line for maybe 20-30 additional minutes. The group in front of us were served and we were next in line, however this man completely cut the line. I look to my boyfriend and questioned if he's really cutting us right now bc there was clearly a line of 10 of us that were in the wait-list line and had been patiently waiting This man ended up having a whole giant family of at least 8 people and the lady behind us was vocal and approached the counter and told the employee that the guy he was helping cut the entire line, and the employee Marz completely disregarded her comment and rolled his eye and continued to serve the man that cut the line. The check-in line next to us that is used to get on the wait-list grew empty and the person at the end of the wait-list line proceeded to get in that line and approach the counter stating she was on the wait-list. The person that helped her was a different man and most likely the manager. I was really hoping the manager or whoever that guy was would have a decent sense of customer service to tell her she had to wait in the line like the rest of us but he instead proceeded to serve her. I was already so annoyed so I approached that side of the counter and politely explained that she now, in addition to the guy previously, have cut the group of us that had been waiting and he had the audacity to tell me that he would serve me after he finished serving the girl that cut the line.

The customer service needs to be better. Marz and whoever the tall brunette dude was, need to either 1) receive extensive training in customer service or 2) get new jobs.

It's so disappointing and my boyfriend and I ended up leaving bc we didn't want to support or speak to either of these employees further. We made our way to the front desk of the hotel to file a complaint, which we spoke to a manager who listened to us as we explained our experience and would relay the complaint to the owner of the bowling alley.

We will be back to the grand sierra hotel soon and hopefully by then the bowling alley has new employees who can serve the guests or at the least, these two specific individuals have better customer service skills...

All the younger kids behind the counter were obviously not enjoying their job. The presence they throw off was why am I even here and there customer service reflected, not smiling and almost giving me and my friend dirty looks when we requested a lane that wasn't open. An employee by the name of Holy was the only one to make me feel like it was worth it to be there by actually smiling and asking how we were doing. After getting a sour taste in the mouth from the kids behind the counter, me and my friend decide to grab a drink later on in the night after pay 24$ for three games, which is ridiculous! There should be a reduced price after two game. I proceede, it took forty minutes to be served. Poor guy for being the only one serving. Gsrs fault not his. It was packed and the line was too. After all that me and my friend were over it, so when I went to hand in my shoes I asked the kids behind the counter if it was appropriate to leave my shoes on the front desk, not knowing if there was a designated spot, four of them now laughing and smiling with another on of them turns to me gives me the looks of what are you doing here , says nothing then turns back around to continue whatever they were doing together. Lucky Holy was there, this time not so happy looking but still she said with a nice tone that it was indeed a place I could drop them off. Thanking her I decided to ask what was wrong from before. She said that the gentleman behind the counter were giving her a hard time. I proceeded to ask them why they did, in a light manner with a concerned tone, at this time their circle and been facing Holy and I. They didn't say nothing and three of them turned the back around. Feeling a little disrespected beings that I was older and knew she was to I said respect your elders, thanked Holy once again for being nice and left. I am a local, I will not come back anytime soon and I will be telling others that they should be weary of going, price wise and costumer service wise. I'll come back to see if things have changed eventually,...

I bowl here quite a bit, but have been avoiding it more and more recently. They have a serious management problem here. The prices per person and not per lane are ridiculous. A family of 4 would be close to $80 an hour. That is crazy. That forces people to come in and run out after one hour.

Customer service is horrible. Most employees are fine, but completely understaffed. They are jacking up the prices of everything trying to squeeze out profits, with minimal staff. $4.50 for a coke with maybe 8 oz with no refills. Yesterday afternoon, packed bowling alley, one bartender. Zero waitresses. They try and replace with food waitresses with an app. That’s fine for supplementing but they are losing so much money, while giving a substandard experience, it’s mind boggling.

The wait for any drink was over 30 min. That combined with the per hour price for bowling destroys their real profit center, food and drinks. Bowling games are like movie tickets, a loss leader to get people in for the food and drinks. They needed 4 bartenders and 4 waitresses yesterday. One round of drinks pays for that employees hourly wage. Whomever is running this place has no idea what they are doing. Some management type guy walked through while I and about 8 other people were waiting at the bar. He didn’t bat an eye, didn’t come over to help, just walked right on by.

I bowl here enough to hear the gripes from the employees. They are not treated well. This is representative of the entire GSR experience….so hit and miss. The hard product is very good, the soft product with service and quality is not. Without expanding too much, it has to be bad management up and down the line. It makes my eyes water when I think about the revenue and service experience increase this place would have with proper management and training. This entire place is screaming for outside consultants to come in and fix...