My in-laws, my wife and I frequently go to Wendover for a weekend getaway. I am a psychologist in Northern Utah and have had hotel stays throughout the states, S. America, Mexico, and Europe. Never have I had anywhere close to this level of unimaginably horrible service and experience. My in-laws have compromised health and have incurred massive medical bills in recent past. While they and we are frequent travelers to Wendover, we had yet to go together. They booked a room for reservation. Upon arrival I told the check-in attendant I would like to pay for the rooms as part of a pre-Christmas gift for my in-laws, who are knowing difficult financial times. I swiped my card, gave my identify, and assumed all was well (Friday arrival). Saturday after lunch none of our cards (4 cards for 2 different rooms) functioned in our doors. No problem--simply seek new keys, which were immediately granted after being told that this happens a lot. Just before checkout on Sunday, a hotel employee knocks or our door. I ask her what the issue is. Instead of addressing me, she radios to the front desk that "they're still here". She did not speak once to me, and was told to quickly return to front desk. Perplexed, we continued our preparation for check-out. Minutes later we get a knock on the door, this time from a Tooele County Sheriff and Wendover police officer. They begin an interrogation of us: require our ID, when we came, who's with us, who has been in our room, etc., etc.. Shaken, we tried to inquire what the issue was. We received no disclosure or reassurance, but at least they left. I asked the same lady who had initially came to the room what the issue was, and she pretended to not understand English. I also speak Spanish fluently (served an ecclesiastical mission in Argentina) and she refused to tell me why we were being interviewed by police). as we left, she and another employee immediately went to our room fot whatever purpose. I asked the front office, who vaguely indicated they may have had concerns of multiple break-ins throughout the hotel and breaches of their security. We left ASAP. Upon returning, I contacted Stephanie Herndandez, the director of Hotel Operations. All calls were ignored, despite three inquiries into what had occurred, why we were interviewed, and what possible breeches of security should we be aware of (for our possessions and personal safety). I told her if she failed to respond to my third inquiry I would take the matter to the general manager, which I did. I received the same non-response from David Serafini. I let them know I would write reviews on all internet-based hotel services (which I'm currently doing), the local chamber of commerce, better business bureau, and the gaming commission for Nevada. I understand that 'stuff happens'-no prob. But there is a basic level of integrity, safety, and customer care that one expects from a hotel service. This was the most dangerous, poorest hospitality, and worst customer service ever. If I were the owner of the hotel, I would seriously ask what I am paying David Serafini and Stephanie Hernandez to do, because IMO they were utterly negligent and inept at their duties. A simple return call to ease our minds would have sufficed. Apparently they had more important items to attend to--such as cashing their pay check for a job not done. BTW, last night my mother-in-law called, saying they too were charged for the room. Stay at your own risk. I fulfilled my obligation to warn you.
- Also Known As:
- Red Garter Hotel West Wendover
- Red Garter Hotel And Casino
- Red Garter Hotel & Casino West Wendover, Nevada