Silver Legacy Reno Resort Casino

Very good

Overall I had an enjoyable...

Liked: What Breakfast? I think the price was fair and the room was very nice.
Disliked: Two of the Bell Hop guys were rude, didn't get towels when I requested more, keriug wasn't working properly.

Good

Exceptional

Exceptional

Liked: Nice stay
Disliked: Couldn’t check in until 3:00 to the minute

Very good

Liked: Staff

Disappointing

Liked: Manager Mikayla (sp?) was great and remedied what would have been an even lower rating if I had not spoken with her on my second night.With my daughter attending college at UNR and many options for where to stay when visiting, she is the only reason I would even consider ever returning to that hotel. If I had not spoken with her, I never would have returned based on the extremely poor customer service and experience I had.
Disliked: Manager Isaiah was everything you are taught NOT to do in customer service. He was dishonest, and uncompromising when the the hotel was CLEARLY at fault. I travel a lot and this was by FAR the worst experience with hotel check-in I have ever had.(Sorry for the long post, but please scroll down to "here's the kicker") to see full reasoning for horrible experience and why this hotel can NOT be trusted.After a full day of moving my daughter into her apt we arrived to check in for the night, shower and crash to get ready for day 2. When I went to pay. I noticed the total was about $80 more than I had booked it for.Showed the woman my booking (through booking.com that I have used at least 15- 20 times without incident), and she spent about 5 min scrolling through the booking on my phone to prove that the "resort fees" were in ADDITION to the "total price" despite the fact that she could NOT find that anywhere on my booking.Considering this was already $730 for only TWO nights due to some event in town, you'd think she would just honor the price. NOPE! She said she could not check us in without charging the resort fees so I asked for a manager.. This is when ISAIAH manager, stepped in.He then spent another 5-10 minutes combing through all of the fine print in my booking and again, could NOT find anywhere that mentioned the "resort fee."Again, Instead of just honoring the price, and waiving the $80 resort fee, he decided to lecture me on why I shouldn't have booked through a "third party" and that it is booking.com's fault for not adding in the resort fee. I decided to educate him on the fact that it is a CHOICE for hotels to advertise on "third parties" because they receive the benefit of exposure and that they are ultimately responsible for reviewing the content and thay he should probably look into the posting so it diesnt affect guests in the future.

Exceptional

Liked: Customer service was very good
Disliked: TV didn't work on the last night of our stay it kept saying no service

Good

Disliked: No breakfast, no perks for casino