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Atlantis Casino Resort Spa - Reno

4 Stars
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3800 South Virginia St   [edit info]
Reno, NV 89502, United States +1 775 825 4700 www.atlantiscasino.com - see rates
Check-in time: 3:00p    Check-out time: 11:00a
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Discover your NEW Atlantis Casino Resort Spa, a luxury hotel with chic, newly designed rooms, including Reno's ONLY Concierge Tower. With... more »
 
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Hotel Review

1 of 783 reviews
 
1 out of 1 people found this review helpful
"Club Nightmare" – Posted Oct 23, 2009
by Lassen1973  (1 reviews)
   
         
Horrible
traveling with a economy budget, traveling for business

Booked online for a reasonable place to stay because my elderly mother was scheduled for eye surgery at 6:30 a.m. Needed two nights because of follow up appointment. Upon check-in the desk clerk put us in a room way in the back of the motor lodge on the opposite side of main parking, even though it was just a Tuesday night. Non-smoking room smelled terrible. We parked very near our room under a street lamp, covered the stereo equipment, locked the doors. Checked car at midnight and went to bed. At 6:15 a.m. found the glass in the car smashed and the stereo head unit and amplifier stolen. Our key would not let us back into the room so I went to the front desk, no help, went to valet, no help, picked up the phone, asked for security, gave my room number and requested help. Fifty minutes later and another return trip to Front Desk, a young man on a bicycle showed up. Eventually, 3 men showed up saying the delay was due to the changing of the night shift to the morning shift. They stood around staring at the shattered glass until I lost it. I was amazed that they had nothing to say or any idea what to do. I finally demanded that they give us a ride to my mother's surgery center, clean the glass from the vehicle, secure the vehicle until we could return, and provide names of local glass repair companies. They finally transported my mother and I in the "Security" pick-up truck, while the shuttle vans and hotel limos idly set by awaiting, I suppose, more distinguished clientele. That afternoon I had to leave my recovering mother unattended in the hotel room while I went out to get the glass replaced. We had to spend the second night and I put the car in valet parking because management said that was the only way a car break-in is covered by the hotel. Well, if you read the fine print on the valet claim ticket, it excludes all damage by third-parties, and the hotel's maximum liability is $250! The worse part of the experience was the way we were treated by management. It was surprising to me that they did not: 1) assure us they would help get us to my mother's surgery appointment; 2) clean up the shattered glass; 3) help us get the vehicle repaired; 4) offer to move us to a more secure location for the second night. This is making a long story short, but again, this place is not "Club Paradise", but "Club Nightmare". The only way to assure the safety of your vehicle at the Atlantis is to sleep in it! Stay away....

Was this review helpful?   Yes   No Comments (1) – 1 by hotel rep
hotel rep (unverified): AtlantisCasino – Posted Nov 16, 2009
We are sorry that you encountered problems during your stay. The Atlantis has both luxury hotel tower and economy motor lodge rooming options, and it would appear that you reserved a room in the motor lodge, located at the rear of the property. Regardless of room location, it is our intention to provide excellent service to ALL Atlantis guests, and your perception that Atlantis security did not meet your expectations has been noted and addressed. We also apologize for the inconvenience caused to you when a trespassing opportunist apparently vandalized your car. It was an unfortunate and isolated event that was beyond the control and liability of the Atlantis. Please know that your concerns have been reviewed and all guest feedback is evaluated to identify ways to improve Atlantis. Thank you for taking the time to share your comments.
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