Eldorado Reno - A Caesars Rewards Destination — Hotel in Reno

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...

This hotel is the most unkept and unsanitary of any hotel or motel I have ever seen. I paid extra for the newly renovated two bedroom queen resort nonsmoking.

I walked in to the room and there was a smell that was very unpleasant. I go an look at the restroom and I am disgusted by the toilet, shower, sink, etc... The overall room was gross.

I was looking to see what could have possibly been renovated. Everything, was old, worn, dirty, and stinky.

I finally decide to call the front lobby. I pick up the room phone and had to turn the entire phone over to get all the food off of the numbers and the receiver. After almost puking, I call the front desk only to be placed on hold for 20 minutes.

While on hold, I pick up my cell phone to call the front of the hotel. Someone did pick up when calling from my cell phone but not when calling from the hotel room.

I explained the situation, and was told I need go to the front desk where you check in to talk to them.

I grabbed all of my belongings, went to where you check in, only to be told I might or might not receive a refund. The person said the manager was out for the next few days. When I asked for a phone number or a way to contact to find out about a refund, she said, 'Well I am a manager and you need to give us a chance to make this right."

I said, "Okay, what can you do?" I was told to have a seat and wait.

I waited for about 10 minutes with my son. We were starving, so we tried to get the attention of the "Manager" I was speaking to, but she would not look our way. So we went to find a restaurant in the hotel.

Nothing was opened, but one restaurant. We sat down and ordered pizza. While waiting for our food, I told my son to wait at the restaurant while I went to see what was happening with our room situation.

I go back to the front desk only for the "manager" to go back and forth between employees trying to ignore my presence.

I waited for a hotel guest to be finished, and motioned to her quickly to ask her what has been done regarding the room.

She said, housekeeping hasn't responded to her reaching out and she would text me when she heard from them.

Well I am still waiting for her text. I did leave the hotel without a refund. I will be back to get the refund everyday if I have to.

I paid for a different hotel at the Atlantis resort and Casino. And let me tell you, what a difference.

If you are looking for a sanitary, nonsmelling, renovated hotel, do not go to Eldorado. TRUST ME!!! Go to Atlantis for a nice clean room and much better customer service too.

I am so disappointed with this hotel and the service I was provided. The fact that I am out 185.00, .45.00 more than I was told when booking the room, plus the room deposit. I am livid. I will be getting my money back from them and I will keep writing reviews about their hotel until I do. DON'T GO THERE YOU WILL BE SORRY!!! This hotel should be shut down. I'm surprised everyone who stays there doesn't end up ill.

IF YOU DARE GO, BRING PERFUME, CLOROX WIPES, AND YOUR OWN SHEETS, TO NAME JUST A FEW NECESSITIES. YOU WILL NEED MUCH MORE...

I feel like I'm pretty fair when I give these reviews. I always take into consideration the price that I paid, and the previous reviews. So when I say that this is two stars I say this with much experience in staying in two star hotels. But when I booked a room at a four-star hotel because it was my birthday, I expected a lot more. The room that I got smells like cigarettes really bad. When I asked for them to reheat my food they offered no assistance and acted like I'd ask them something absurd. There are fingerprints on the mirror, and there's no additional security on the door except for the deadbolt. The air conditioner does not actually blow cold. The parking garage is very small and hard to maneuver in a large car. Not to mention that I don't feel as secure as I have in some of the two-star hotels around here. My interactions with the staff so far have been limited, and although pleasant they seem to be extremely confined onto what they could do to enhance the pleasure of my stay. When I asked for an upgrade, she told me that there was new owners and that they were not allowed to give them anymore. I am a long time Reno resident and have had the pleasure of visiting many of these casinos before. It is very common practice to be able to upgrade your room especially on a weekday. In order to upgrade it would have been another $80 on top of my room costs. I remember staying here about 15-20 years ago and I was upgraded without even having to ask to a jacuzzi suite just because it was my birthday. Recently I stayed at the Ramada which is also known as diamonds casino. And I'm going to go ahead and save that the room itself was a little bit nicer over there. Even though the Ramada is the most well known location to purchase any type of drug you are looking for and I'm pretty sure prostitution is probably promoted, the difference is that going to the Ramada I know I'm booking a two star hotel. When I book a four-star, I expect to get a four-star room that I don't feel like I need to go and buy cleaning products in order to stay in. Not just Starbucks coffee in the morning. Or maybe even some shampoo and conditioner that I can take home with me rather than the dispensers on the wall. Or maybe even a nice hot shower would be good. Most definitely disappointed to say the least and I'm going to go out on a limb and say this new ownership thing that they've got going on is probably the biggest downfall that this hotel has ever had. I sure do miss Reno. There used to be a time where you treated your Nevada residents with class. That is not the case today. Just down the way my daughter stayed at the circus circus recently and I'm going to say with no questions that it was a much nicer room than the one I am in today. Big Time...