Primm Valley Casino Resorts — Hotel in Enterprise

Regarding the highly unsatisfactory experience I had during my stay at your resort on October 20, 2024. Below, I will outline the sequence of events and the issues I encountered during my stay:

Hotel Reservation Misrepresentation: On October 19, 2024, I booked a reservation at Whisky Pete's through Expedia. The reservation clearly stated that no resort fees were to be charged. However, upon checking in, I was asked to pay resort fees and an additional guarantee, which contradicted the information provided at the time of booking.

Reception Staff Unavailability at Whisky Pete's: Upon my arrival at Whisky Pete's on October 20, 2024, around 8:36 PM, after a long and exhausting trip with all of my baggage, I found no staff available at the reception desk. I waited for nearly an hour with no assistance. This was highly inconvenient and unprofessional.

Unhelpful and Rude Staff Interaction: When I sought assistance from the "token sales" window, I was treated rudely by one of your staff members, who informed me, without any courtesy, that I needed to go to Buffalo Bill's for registration. There were no signs at the Whisky Pete’s registration desk indicating this, and when I inquired about the lack of signage, the staff member rudely told me to "read the sign," showing an utter lack of professionalism.

Unpleasant Check-In at Buffalo Bill’s: When I arrived at Buffalo Bill’s, I explained my situation and my frustration at having waited so long at Whisky Pete’s without any help. The receptionist, a woman named "Chery," responded rudely and demanded my ID and credit card without so much as an apology for the inconvenience I had faced. When I asked why there was no acknowledgment or apology, she ignored my concern and proceeded with the check-in process in an unpleasant manner. Furthermore, I was again required to pay resort fees despite the booking confirmation stating that no such fees would be charged.

Additional Inconvenience: After the check-in process, I was informed that my reservation had been moved to Buffalo Bill’s, forcing my wife and me to return to the parking lot and move all our luggage once again. This constant back-and-forth caused unnecessary strain, and at no point were we offered assistance or an apology for the inconvenience.

Room Issues and Lack of Amenities: Upon finally arriving in our room, we were greeted by the sound of a woman screaming in a nearby room, but no security came to investigate. The room itself was in poor condition: there was no soap, the shower had a constant leak that caused noise and disrupted our rest, and the shower door was broken. Additionally, I was disappointed to learn that no restaurants were available on Mondays, which left us with limited dining options.

This entire experience has left us deeply disappointed. This is not the standard we expected, especially considering our positive experiences at your resorts in previous years. We fondly remember when your establishments were clean, well-maintained, and staffed with friendly, helpful personnel. Sadly, this recent experience was the...

This place is pathetic!! I was there for the Stephanie Mills concert this past weekend. 1st off my reservation was for Primm Valley Hotel. When I arrived after a 4hr drive from Ca. there was a sign at the front desk that said if you have reservations at Primm, go across the street to Buffalo Bills. I get to that desk and am informed that Primm is closed and that I've been assigned to stay at Buffalo Bills. If I had known that I would not have gone. From there the nightmare began. The front desk lady checking me in was rude and impatient. She advised that all of the supposedly renovated rooms were taken and that the only option was the B tower. After much reluctance I went to the room assigned to me. The beds were not changed/made up. There were Hi-Chew wrappers in the trash. There was a worn sock at the foot of 1 bed. I picked up the phone receiver to call front desk and there was a THICK BLACK eyelash on the phone!!! I went back to the front desk who sorry, we didn't try to give you an unclean room. She CLEARLY could care less! They changed my room. The next morning I tried to talk to a different person in authority. The person at the desk was ruder than they lady the previous night. She was huffing and puffing. It was unbelievable. When I found out it was the same manager, I declined to speak to her again. As I was approaching the desk there was another guest explaining that she was sent to a dirty room TWICE!! Finally it was check out time. The person behind me in line, was complaining that their toilet wasn't working after being moved to another room as well. I spoke to the desk person for checkout and explained my experience and questioned the supposed renovations and she said "the only thing they changed is the carpet on floors 1-6" and that she hopes they close the place. I also asked for a bell cart to take my bags to my car and a was told by an employee on the floor that they don't have a bell desk and if there were carts they would be randomly out on the floor!! In addition there's a resort fee for what. It's a health hazard to be here. I left yesterday and I currently have a sore throat and ear irritation. The bottom line is this place is horrible! The employees could CARE LESS that includes on sight management. It's sad that this is the case. I was told upon departure that the deposit would not be charged to my card and of course it has been. In addition I learned that PRIMM hotel was opened for the weekend after all. I've been coming to this place for at least 30 years. Our relationship ended...

As much as I want it to be, this review is not going to be good for the weekend of August 4-6 at Primm Valley Resort. We booked our rooms at Whiskey Pete’s but they didn’t have staff there and told us to go to Buffalo to check-in but then they tell us our rooms are at Primm. So we bounced between all three before we got to our rooms. Not my biggest complaint, I can handle inconvenience. The room itself is pleasant enough. You can see the nice renovation they’ve done in some of their rooms, ours in particular. Other patrons had much worse and negative experiences from what we heard from these guests. Our fire alarm has a constant beep every couple of minutes and we were given one towel in a room of four people. I called the front desk twice and even used their advertised 24 hour mobile guest services texting service and still never got our towels or the fire alarm battery replaced. But that’s not the worst part, not even close. The worst came on the 5th when the Primm hotel pool was opened, shortly, before being abruptly, chaotically and very inhospitably closed down and kicked out by the obviously young, inexperienced and rude life guard crew. Had a supervisor been present around these kids with a power trip it most likely would’ve been handled professionally as if actual adults were handling a normal situation. But these lifeguards were totally inexperienced and rude, obviously not having the capacity to talk to the patrons with even a small amount of courtesy. I am providing pictures of this fiasco where security and police were called to remove guests from a pool they had just opened a couple hours earlier. No explanation, no patience or respect just get out and then blow the whistle with as much lung capacity as they can muster while trying to yell above anyone else. Guests would later find out that a “hornets nest” was the reason, even though the lifeguards gave no explanation of this when treating everyone so horribly. You pay a resort fee for resort amenities you don’t get to use, you get lied to for the reasons you were treated so poorly and you just deal with it. If a bees nest was really the cause for this chaos then why not tell everyone so people can act accordingly. Not just “get out because we say so” and then blow the whistle. Pictures below. The resort has a long way to go especially when it sets itself back with stunts like this. (P.S. the pool has a sign “no life guard on duty swim at your own risk” so maybe the resort should follow its own signs and let people swim at their own risk if that’s what their...