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Reviewed 4 weeks ago

For the second time, we were directed to the Gift Shop to help correct a problem with an E-GiftCard at the Grand Cafe. It seems the individual trying to redeem the Card for our meal did not know how to do this. We were directed to the Players Club, who in turn directed us to the gift shop. As previously done, Rachel Impulse was able to decipher the correct way for the staff at the Grand Cafe to use their register and actually wrote "instructions" on the back of the paper E-Gift card for someone at the Grand Cafe to properly deduct the charges from the "Card". As the paper product was a bad printout, a simple typlng of the "Cards" number solved the problem. Rachel went above and beyond expectations. She is to be highly praised for her patience and problem-solving efforts. She is a model employee who should be recognized for her professionalism.

Date of stay: April 2021
    • Value
    • Rooms
    • Service
Thank Richard R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Care, Guest Services / Front Office at Grand Sierra Resort and Casino, responded to this reviewResponded 4 weeks ago

Dear Richard R,

Thank you for taking the time to give the Grand Sierra Resort and Casino a 5-star review! We are elated to hear about your experience with Rachel. We have passed on your kind feedback to management so Rachel can receive the recognition she deserves. We are very lucky to have her on our team. We are looking forward to you visiting us again soon!

Thank you!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 April 2021

I fell on a spill broke my finger. It's all recorded and they've denied all responsibility. Shame on them!!! We will NEVER stay there again. There are plenty of other casinos in Reno!They could have bare minimum offered to put comp on my players card. Instead I have had to contact a lawyer.

Date of stay: January 2021
    • Location
    • Rooms
    • Service
Thank Mary D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Care, Guest Services / Front Office at Grand Sierra Resort and Casino, responded to this reviewResponded 5 weeks ago

Thank you for taking the time to let us know about your experience. Please know the safety of our guests and team members is our number one priority, especially during a pandemic. We take these matters very seriously and thoroughly review all incidents of this nature in order to determine any liability. We are very sorry about this unfortunate incident.

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Reviewed 6 April 2021 via mobile

I visited the Grand Sierra Resort Starbucks and the two workers there were super friendly and nice! (I got Raive as the team member) :) I really enjoyed my experience and I would definitely come back here in the future.

Date of stay: April 2021
Trip type: Travelled with family
Thank xwinni
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Care, Guest Services / Front Office at Grand Sierra Resort and Casino, responded to this reviewResponded 5 weeks ago

Dear xwinni,

Thank you for this amazing review! We appreciate your feedback and are elated to hear about your experience with Raive and coworker. Guest experience is very important to us here at the Grand Sierra Resort and Casino. We look forward to your return.

Thank you!

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Reviewed 5 April 2021

Where do I begin?!?
I am a frequent traveller snd have logged over two million miles on airlines. The Grand Sierra has to rate as THE worst hotel I have ever stayed out.
Check In:
- exterior was dirty; bird crap everywhere
- a HUGE line up that reached immediately from the minute you walk through the front door.
- this included the lineup fir those who had done mobile check in
-$39 resort fee
- limited staff and they could care less that guests were being herded like cattle
- smoke-filled air... disgusting

Rooms:
- lineups to get into elevator ( covid! )
- rooms were so-so but when we called for a corkscrew and wine glasses we were told “not until after 6pm” PLUS there would be a $6 charge!
- walls are thin and we could hear tipsy idiots coming home at all hours

Restaurants:
- beers ( in plastic cups )
- covid sanitizing was a joke! No sanitizing happening between guests
- taco restaurant food was not good
- dirty floors ( we watched staff ignore the drifts of mess on the floor )
- only positive was a server at the taco restaurant ( bald fellow, earring ) who was excellent. Hope he can find a better place to work!

Highly -rated as THE worst hotel stay ever.

Date of stay: April 2021
Trip type: Travelled as a couple
Thank K F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Care, Guest Services / Front Office at Grand Sierra Resort and Casino, responded to this reviewResponded 5 weeks ago

K F:

We appreciate you taking the time to submit this review. We are very sorry about your experience here at the Grand Sierra Resort and Casino. Please know, the health and safety of our guests and team members is our number one priority. We actively enforce the mandates from the Governor of Nevada and our County Health Department when it comes to mask enforcement, social distancing and cleanliness. Unfortunately, this does create lines and some delays.
We do hope that you will stay with us again in the future.

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Reviewed 4 April 2021

Ann in high limit Bing and Diabel are the sweetest people ever! I love the vibe here. GSR is the best because of these these people. Who knew losing money could be so fun lol. Just kidding I won also!

Date of stay: April 2021
Trip type: Travelled with friends
Thank agressbanking
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Care, Guest Services / Front Office at Grand Sierra Resort and Casino, responded to this reviewResponded 5 April 2021

Dear agressbanking,

Thank you for this amazing review! We appreciate your feedback and are elated to hear about your experience at our resort with Ann, Bing and Diabel. Guest experience is very important to us here at the Grand Sierra Resort and Casino. We look forward to your return.

Thank you!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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