Ramada by Wyndham Elko Hotel at Stockmen's Casino — Hotel in Elko

We traveled from Utah to Elko, Nevada for my brother in laws wedding. We booked our Hotel stay here in advance seeing it was a 4-5 star rated hotel and it was also on the wedding registry. When we arrived we realized it had a nice pool and wanted to go swimming. Of course when we got all checked in we went and took a dip in the swimming pool took a few towels out of the room. Once we were done I took my towels to the front desk to see if I could exchange my dirty towels for new ones. A man named Daniel who was at the front desk at the time refused me towels and said he would have to bring them up to my room when he got a minute. I said ok that's fine I just need them so I can shower my children and get ready for our wedding we were attending. He never took my dirty towels from me so I figured I would take them to the hamper by the pool. As I was walking towards the court yard to put my chlorine soaked towels into the Hamper by the pool. Daniel (ramada staff) followed me asking me what the heck I was doing and he needed my towels. So I handed my towels to him. I get a call in my room about 10 minutes later to hear " Sorry lady were not giving you any towels AND were charging you $50 PER TOWEL it's already been charged to your card" Umm what? So instead of bickering on the phone I simply walked Down and asked what was going on. I have 3 kids that needed showers. Plus me and my husband.

When I got to the front desk I said what seems to be the problem? What is wrong with the towels I returned? She replied with "YOU took them to the pool and got them filthy I've already charged your card $50 PER TOWEL I'll throw them away if you don't want to keep them plus you were caught trying to throw them in the trash can by the pool" I never even seen a trash bin by the pool and was shocked at the assumption. I was confused as to why I couldn't use the towels at the pool first off am I supposed to drip dry and my kids freeze while getting out? So I asked her "what in the heck was I supposed to use?!" She replied with "POOL TOWELS LADY" I Said "POOL TOWELS? nobody told me I needed a certain type of towel for the pool. She said well "you could've asked" I replied with "isn't it your job to make sure customers know that you have pool towels available"? She said "not my problem you need to ask". No signs are posted near the pool or the lobby or in our rooms so I figured you take the towels from the room right? I told her your customer service skills are horrible how do you get away with treating people so poorly? She replied with "not my problem" and gave me dirty looks. I have never been so upset I am 6 and a half months pregnant and shouldn't have to put up with the disrespect that came from this girl. She had every staff member treating us like garbage while we were their. Simply upset at the whole situation considering we paid over $200 for our weekend stay. I will never stay here or reccomend it to...

I regret to say my experience at this hotel was repeatedly incredibly disappointing. During one stay upon checking in, I was assigned a room that had clearly not been cleaned at all. Unfortunately, this was not an isolated incident, as during my few stays, I encountered consistently unkempt rooms. Items like dog food, used plastic utensils, and matted cobwebs with dead bugs in the curtains indicated a lack of attention to basic cleanliness, which was blatantly disgusting. When I attempted to address this, it was all but ignored. Not to mention constant disrepair and the fact that despite having fans in the restrooms, there is no way to operate them. This is the only time I have EVER stayed in a motel without functional bathroom fans. But as I said, the maintenance here is also lacking, as is the maintenance staff. One time I asked them to fix something in the room and had to listen to them complain while stinking of smoke the whole time, ultimately fixing nothing.

Additionally, the behavior of the cleaning staff was completely unacceptable. I was physically assaulted on the stairs while carrying my luggage when they shoved past me, which they ignored. They offered no apology and didn't seem to care they almost knocked me down the stairs. Then the front desk made me write a note of my incident telling me management would contact me. Ultimately my writing the note was a waste of time as despite my efforts, I never received any follow-up, and the situation was handled with utter indifference. Showing that management finds it acceptable for their housekeeping staff to assault the guests. If this happens to you, call the police and file assault charges (which is clearly what I should have done). Management doesn't care.

The final issue came with billing, where I was overcharged by hundreds of dollars. When I contacted the hotel about the error, it was clear they were aware of the mistake but had failed to notify me. The lack of urgency in addressing the situation left me without the funds I needed for days, and my concerns were dismissed with little regard. Not only was I offered nothing from a customer service point of view (such as a discount or free night), I wasn't even offered as much as an apology.

In summary, the hotel offers low prices but at the cost of cleanliness, professionalism, rooms in good repair, and basic customer service. I would strongly advise against staying here, as it is clear that the establishment’s standards are severely lacking. I will not be returning. The fact this is listed as a 3-star hotel is laughable. At best it should only have 1, and...

Unfortunately, our experience here was less than okay. We contacted the hotel directly and booked the hot tub suite for our anniversary weekend, a 2 night stay. After a couple days I noticed that I had not received the confirmation email as I was told to expect. I called the hotel again to confirm the reservation where I was told that only 1 night was booked and that it had been booked out for a wedding the next night. I explained that we needed 2 nights and would like the same type of room. She explained that there was none available but that she would book us another king room for the second night. Not ideal but hey, things happen. Just to make sure we were all set (still have not received confirmation) I contacted the hotel again where I spoke to a young man who told me to call back later to talk. Okay....... I called sever hours later and he apologized and stated that he would make sure to get us the best King room available since the second night still was not booked. I agreed and we carried on with plans, he also stated that the email confirmation system was down so I would not be receiving that at all and assured me we were good to go. Upon arrival at the hotel we were greeted by the same young man who I spoke to on the phone. While checking in we asked to confirm that we had the 2 nights booked. He got obviously flustered and said no. He told me he worked on it all week but couldn't get anything booked..... The manager who was sitting behind him suggested a small double queen room at the standard rate. When I tried to explain that we were promised a King Suite she walked away and started talking to other people. There was a Mining Expo in town and we were afraid to not have a place to sleep so I just said ok to the room and went up to our room. Later we found a room at another hotel and decided to book that for our second night. When we went to talk to the front desk the young lady informed us that we were not booked for a 2nd night at all! Thank goodness we booked another room (where we received amazing customer service and care). Oh, and even though they advertise a happy hour from 5-7 it is actually only 5-6 and they will not honor pricing even though its all over the hotel. The free breakfast is okay and our server was pleasant...