Grand Sierra Resort and Casino

Motel 6 offers more The seldom check in did not work. I tried 2 terminals, and staff was not available to help. I stood in line for over 20 minutes to check in. There were 4 staff in the check in area chatting or working on terminals without customers in front of them. We dropped of our luggage and left for the afternoon. When we returned one key to the room worked and the other did not. I had to return to the front desk and get my key reprogrammed taking another 10 minutes. The person at the front desk said the yellow light must be because the battery was low in the door. Maintenance arrived and the battery was fine; it was desk error. He had just come from another room with the same problem. Once in the room, the power connection by the bed (attached to the lamp) did not work for electronics so they had an extension cord to provide power. The shower had 2 shower heads (together) and the valve to switch from one to the other was broken. They offer (very mini) shampoo, conditioner, lotion and soap, Not enough for 2 people. By the time you notice, you give up. The towels are on the counter taking significant space. There are no shelves to hold the towels and we put them on the shelf below the sink. My companion is 88 and I had to get her towel because it is too low to the floor and 2 feet under the sink. I would never stay hete again. And their resort fee is an add on over the room. You cannot remove it even if you don't want it. Si the room cost is significantly more than the list price.

GSR pokerroom I play alot of poker in the Bay Area. Me and some friends went to Reno and played at Peppermill and GSR. All the dealers were fine but 1 stood out at GSR his name was Tim. By far one of the best dealers ive ever seen his skills are next level. He also was extremely funny and everyone was having a good time. Will come back to play at GSR in the future.

Great costumer service! Michelle was great. She patiently assisted us with ensuring our party of 4 rooms were able to stay on the same floor. We had a hiccup with online registration and she helped us solve it.

Housekeeping Manager Negligence and Lies, Hotel Manager Refusing to Talk to Me Housekeeping provided per request only and coming in only to empty trash bins but not making the beds, cleaning the bathroom or changing the towels: -1 point deducted Housekeeping manager Lee putting the blame on me claiming I did not request a “full service” and lying arguing they have different levels of housekeeping service when obviously this is untrue, something confirmed by Front Desk Manager Rosa Molana: -1 point deducted Front desk clerk Keenan refusing to let me speak to the manager and only giving up after I insisted over 10 time: -1 point deducted TOTAL RATING: 2 Despite charging an outrageous “resort fee” of $130 on top of the room rate, GSR only provides house keeping by specific guest request. After 2 days, I called Housekeeping for the first time and asked Mary, the morning shift Housekeeping manager, to send someone “to do my room”. She said she could not guarantee a specific time, but could guarantee the room would be done by the end of the day. I told her that was fair enough —My plan was to spend the day in Lake Tahoe anyway. Upon returning to my room at 10:30 PM, I found they had only emptied the trash bins, but didn’t make the beds, clean the bathroom, or replaced the towels. I called Housekeeping again and Lee (the evening shift housekeeping manager according to the front desk staff), asked me if I had requested a “full housekeeping service”. I told him I had asked Mary “to send someone to do my room” and he said I should have ordered a “full service”. I questioned Lee about his claim of having different levels of housekeeping services and he said that was the case. I asked him where are they listed, told him not even him believed that lie, and told him to send someone right away while I went down for dinner —So Lee tried to put the blame on me for their negligence first, and lied to me second. I head down to the front desk to speak with the manager. I had to waste time on the line waiting for 3 guests to be checked in and finally was attended by Keenan. I told him I needed to speak with the manager and he refused over and over: —What for? —Lee is the houskeeping manager and you spoke with him already. —There is no hotel manager. I kept insisting, so he went to another desk, spoke to Rosa Molana, the front desk manager, and came back to me saying they would take care of my room. I told Lee that was not sufficient as I needed to file a formal complaint about my experience, now him included. Only then he pointed me to Ms. Molana. Rosa Molana kinda greeted me talking on the phone instead. Before I could say anything, she told me Lee had sent two maids to take care of my room. I told her I needed her, as the manager, to listen to me and finally expressed my three complaints so far: Negligence by the houskeeping maids, Lee putting the blame on me and lying about the housekeeping levels of service, Keenan refusing to let me speak with her, and now she unwilling to listen to a guest who was frustrated because of all of this. Ms. Molana simply patronized me, never taking a note about my feedback, which is a sign that nothing else would be done. I told her a manager who cared about his job, would listen to the feedback of their guests and use that to see how they can improve. I brought up their “resort fee” and said if they have the nerve —as all resorts do nowadays— to charge this on top of the room rates, which is by itself a burglary. They at least should have the decency to provide an excellent level of service, not all this. She then offered to add a $100 credit to my room and suggested me to go to a restaurant and have the check billed to my room so it could be paid off by that credit. She clearly had no interest in writing down my complaint to address the negligence and lies of the housekeeping staff, detecting a training opportunity, or disciplining a manager who lies to a guest. It is for all these reasons that my rating is 2.

Take your chance, it might be worth at least one stay but know what to expect. Check-in: We did the pre-check in the night before, hoping for a smooth process. Valet was slammed and it took a while to get someone to get our car and there was no parking in the front lots so you either had to park in the back of the hotel or valet. When we finally got in the hotel, I was able to use the kiosk and it stated our room was 271. We took the last set of elevators to the 2nd floor and right when we got off the elevator you can tell how disgusting the floors looked. There was stuff all on the floors including used Q tips outside our door, and tissue jammed into the hall doors. No one had even remotely attempted to vacuum the hall floors. I had hoped our room didn’t look as bad as the hallway. Surprise….it did! Our room floors were utterly disgusting and needed a major cleaning and you can tell housekeeping only changes the towels in the room and doesn’t actually clean the bathroom because there was a previous guest hair all over the bathroom floor, like there was no hiding the overlook and just the fresh towels without actually cleaning the rooms. It was bad! I had stayed here a few times in the past and never had this experience. I went down to front desk and Midge (who was awesome by the way) pulled me over to a different line to talk to the manager John. I got to the front counter and explained to John the situation and he apologized but said Housekeeping had some turnover and their director changed to explain the issues but I mean hotels still need to have a level of cleanliness to them especially after what we went through with COVID and what I saw needs like all hands on deck to rectify it. John moved us to a different room 1587. I offered to show him pictures, he said to just put them in the review as if he knows there is a problem and not much he can do about it, so I am assuming housekeeping management and front desk management don’t really work together because if they did it would be like a requirement for the rooms to be cleaned. Now although the hallways on 15 were cleaner they weren’t clean lol. It was doable. There was a open metal coming from one of the walls labeled 16 where someone walking against the halls could get hurt especially a child so there is a safety hazard but housekeeping staff just bypass it like it’s not their problem. We were satisfied with the cleanliness of our room so there weren’t any really any issues once we got inside our room. The beds are okay, but after two days, my back wasn’t happy, so two days was enough for me. Activities: Let me start off by saying everything here is expensive, if you bring kids, nothing is reasonable and I only had one child. We enjoyed the Max Action Arena and did VR and a one of the action rides. We enjoyed the arcade. Our favorite was sensology, it was about $50 for 2 people but Xander was amazing. It’s not really kid friendly with just an adult and a kid but Xander attempted to make it a memorable experience. We also had a personal issue during the experience and he worked with his manager so we could come back later in the evening and finish the game off and we were able to do so and beat the average so it was nice. Sensology is definitely a must! Laundry: We had a personal matter that required us to use the laundry. I called the front desk they said we had to come to the front desk to get a key to the laundry and it was open until 10pm.I asked if they had some detergent I could buy, they said yes at the RV store. This was at 730p. I went downstairs to get the laundry key, and had to walk out the hotel and down the parking lot to the RV store, when I got to the RV store it said they were closed at 5p. You have to walk around the whole building to get to the laundry and I only noticed because I saw some other people walking that way. They had no vending machines to buy detergent so there was a nice couple that let me borrow theirs. All i need to do was wash and I would hang dry. A load of wash was $3.25, but my card got charged $10. Left and came back and my key wouldn’t work at 930. Luckily one of the people were still in there and could let me in. Took my clothes to the room and hung dry. I went back to the RV Store in the morning to ask about the $10 charge on my card as well as what happened the day before. They stated they have sent multiple emails to the hotel that they are only open from 9am to 5pm and no services after that. You are basically screwed. They point fingers at hotel and hotel point fingers back at them. I was soo tired I just said forget it Food: For dinner we did Charlie Palmer, I appreciate the happy hour option Sun-Thursday. I still spent $135 for two people but it was worth it. For breakfast we didn’t Grand Cafe, the service wasn’t really good there. I don’t know if they are overloaded or what. We were sat down right away and then someone came up to ask for our drinks. I ordered coffee which they brought with no spoon or creamer and had to wait awhile to get any of those things, such that my cup of coffee was lukewarm/cold at this time. The waiter took forever to acknowledge us, so much that I had to ask another waiter who our waiter was because she kept passing us by with no acknowledgment. My daughter got the french toast, she liked it, it was just a lot of food on the adult portion. I just got a side of bacon and toast as I ate her hash browns. The food was decent. I would return if they had better service. At least acknowledge the table and let them know you will be with them, nothing for almost 15/20 minutes. Another day we had Round Table Pizza for dinner and it was pretty bad and expensive. They had no italian sausage for the combo pizza and stated it was busy weekend with the baseball and dance activity so they didn’t have supplies, so basically they didn’t have much. A personal combination pizza was cheaper than a personal one topping pizza because the pricing on the chart was off and they had no way of fixing it, saying they were waiting on the manager. A medium pizza and one soda was $32 and the pizza didn’t even taste like normal Round Table at the restaurants, the cheese had some spongee type taste, had to explain but didn’t taste like normal Round Table. Overall Summary: Would I say here again probably but I would have to consider other options first. They had activities great for convenience but like everything doesn’t need to be so expensive especially when it is supposed to be family friendly. The housekeeping would need a complete overhaul for me to consider it again and I would actually call and confirm it before i even booked because now i don’t trust it from experience. You should at least stay here once, it used to be a really nice hotel and is near just about everything. The disconnect between front desk management, housekeeping management, and RV management alone would make me second guess they point the finger at each other a lot without fixing the root issues which is the over all brand of the hotel including customer service and enjoyable stay.