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“Terrible experience”

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Grand Sierra Resort and Casino
Ranked #8 of 64 Hotels in Reno
Certificate of Excellence
GreenLeadersSilver level
Reviewed January 19, 2013

We stayed at the Grand Sierra during the Christmas holidays. The hotel is above the casino so you get the gambling crowd as soon as you enter the premises. We asked for a quite room, which was granted, and the chance to use the stairs instead of the elevator (as requested during our booking and told that the stairs are accessible at any time). To our surprise we were told that we needed to be escorted up but we could take the stairs down as we pleased. This is where the problems begun. When my partner came down the stairs (I choose the elevator), she ended up in no man lands and calling me to see how to get out. I promptly went to the front desk and to my surprise nobody knew where the stairs led to?!?! We spent the next half our trying to locate my friend that finally was able to open an emergency door (after multiple tentative) to exit the building. When we confronted costumer service, we were giving a cold shoulder like "you should not have taken the stairs"... really?
That same night, there was a snow storm and when we arrived at the free valet parking we were asked 10$ if we wanted our car parked in front and in a dry area. We are lucky enough to drive a luxury car, usually the hotels take pride in parking our car out front, being asked a charge to park out front was completely unexpected and uncalled for.
Lastly when we were checking out it took 1 hour for the bell man to come to the room and assist with the luggage. When confronted they said that they never had a request in the system even though I called twice!!
This hotel is listed as a 3.5 star hotel (Reno apparently doesn't have 4 or 5 star hotels) but it felt more like a 2.5 star.
The only positive note is that the bed was really comfortable.

Room Tip: If you are not there for gambling and want quite ask for a room from floor 7th and up.
  • Stayed: December 2012, traveled with family
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1  Thank Stefy211
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sara R, Manager at Grand Sierra Resort and Casino, responded to this reviewResponded January 28, 2013

Thank you for staying at the Grand Sierra and taking the time to write a review. We apologize for the inconvenience during the busy holiday season. We are always trying to improve our guest experience and appreciate your feedback as we review the issues with our staircase. We hope you will reconsider us in the future.

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13,353 - 13,359 of 13,990 reviews

Reviewed January 18, 2013

We stayed at the Grand Sierra Resort for three days in one of the Summit Rooms. This is the third time we have stayed at Grand Sierra Resort--the first time in a Summit Room. This is an outstanding hotel/casino. The rooms are beautiful and huge. They have thought of everything, coffee pot, refrigerator, microwave, etc. You don't hear any noise from the rooms next door or above or below you. Nice and quiet. The rooms are spotless as is the whole casino. They take very good care of everything. You do not see any area that is in need of cleaning and also see people going around the casino/hotel checking on things all the time. The personnel are all very helpful and friendly. From check in to restaurants to Starbucks--everyone is friendly. Definitely a nice place to stay. Highly recommend it.

Room Tip: The Summit Rooms have an additional cost, but they are very nice. They are also higher so may have l...
  • Stayed: January 2013, traveled as a couple
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Thank LORNAD106
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sara R, Manager at Grand Sierra Resort and Casino, responded to this reviewResponded January 24, 2013

Thank you for returning to Grand Sierra Resort, and taking the time to write a review. We are so pleased to hear you enjoyed your stay in one of the renovated Summit rooms, and that you received good service. We look forward to seeing you again soon!

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Reviewed January 17, 2013

I had a great time was my first time in reno and this is the place awesome restaurants loved the pool they have a bar located in the casino wet bar that is so much fun with lounge seating and dancing I can't wait to go back...

  • Stayed: August 2012
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Thank mica04
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sara R, Manager at Grand Sierra Resort and Casino, responded to this reviewResponded January 24, 2013

Hi there! Thank you for choosing Grand Sierra and taking the time to write a review. We are glad to hear you enjoyed the dining, pool and nightlife! We hope you'll come back to Reno and GSR again soon.

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Reviewed January 17, 2013

Just had a great weekend at this Resort with my wife and kids. The renovation they did to the Summit Tower Rooms and the Casino really make it a first class resort in Reno. The kids had a blast at the Bowling Alley and the Laser tag. this place really has it all within the property not to mention is just a short drive from Lake Tahoe and conviniently located near the Airport. Defenitly recommend it and we are planning to go back later this year.

Room Tip: Summit Tower Rooms are the best, Modern, confortable and well appointed.
  • Stayed: September 2012, traveled with family
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1  Thank LosadaFam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sara R, Manager at Grand Sierra Resort and Casino, responded to this reviewResponded January 24, 2013

Thank you for visiting Grand Sierra, and for taking the time to write a review! We are so pleased to hear the entire family enjoyed your stay! We look forward to seeing you again soon.

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Reviewed January 16, 2013

Some friends and I took a trip to Reno and stayed at the Grand Sierra Resort. Our experience there was awesome. The room we stood in was newly remodeled and looked amazing with a great view of the river. We spent a lot of time hanging out at The Beach soaking in some sun while listening to the DJ. One of my favorite spots to go to was The Wet Bar. The drinks there were perfection in a cold glass. The severs and bartenders were great. Always available when drinks were running low and what I appreciated the most was the no waiting around for service. They were all very accommodating and helpful when needed. I'm not a big gambler, but I really enjoyed the casino I still had a great time and can't wait to plan my next trip there.

  • Stayed: August 2012, traveled with friends
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Thank Monique03_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sara R, Manager at Grand Sierra Resort and Casino, responded to this reviewResponded January 17, 2013

Thank you for choosing the Grand Sierra and for taking the time to write a review. We are so pleased to hear you enjoyed your room as well as The Beach and WET. We hope to see you again soon!

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Reviewed January 16, 2013

Had a great time @ Grand Sierra Resort, i thought i was going to be bored staying there for 3 days but not at all there was so many things to do. I loved the rooms and not too forget the nice pool. The food was great and i enjoyed the Mustangs Bar alot. Nice place to enjoy a nice vacation.

  • Stayed: August 2012, traveled with friends
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Thank Diana M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sara R, Manager at Grand Sierra Resort and Casino, responded to this reviewResponded January 17, 2013

Hi Diana,
Thank you for visiting, and taking the time to write a review. We are glad to hear we were able to keep you entertained! We hope to see you again soon.

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Reviewed January 16, 2013

First time away from husband and kids, just girls and it was amazing. We relaxed, laughed and enjoyed ourselves by the pool, the weather was great and the drinks were just perfect. Would definitively go again!

  • Stayed: August 2012
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Thank kat0313
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sara R, Manager at Grand Sierra Resort and Casino, responded to this reviewResponded January 17, 2013

Thank you for selecting Grand Sierra for your girls getaway, and for taking the time to write a review. We are so glad you enjoyed your visit! We look forward to seeing you again.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Grand Sierra Resort and Casino

Address: 2500 E 2nd St, Reno, NV 89595-1200
Phone Number:
Location: United States > Nevada > Reno
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Reno
#4 Casino Hotel in Reno
#4 Luxury Hotel in Reno
#5 Romantic Hotel in Reno
#8 Family Hotel in Reno
#10 Business Hotel in Reno
Price Range: $68 - $208 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Grand Sierra Resort and Casino 4*
Number of rooms: 1995
Official Description (provided by the hotel):
Grand Sierra Resort and Casino is located in the heart of Reno/Tahoe - America's Adventure Place. Guests have access to over 40 championship golf courses, 18 legendary ski resorts, hiking, biking and equestrian trails, fishing, boating and guided tours to Tahoe, Carson and Virginia City. GSR is northern Nevada's largest resort destination with 1,995 guest rooms, 850 of them luxury suites. The property offers a wide variety of accommodations for the every day business traveler to the complete family vacation with amenities that include 200,000 square feet of meeting and convention space, branded retail shopping, headliner entertainment, Cineplex, a 50-lane championship bowling center, outdoor thrill rides, aqua golf driving range, the largest casino north of Las Vegas, plus much more. ... more   less 
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Also Known As:
Grand Sierra Hotel Reno
Summit At Grand Sierra Hotel
Summit Reno
Reno Summit

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