Grand Sierra Resort & Casino

Terrible service at grand cafe. Used to have 2 servers who were perfect. Now it’s a bunch of people giggling and laughing with one another instead of paying attention to us. Sucks cause the food is good but no point in it since the service is terrible.

We had previously stayed in downtown Reno but chose Grand Sierra Resort this time because it appeared to be a more upscale property. The resort itself is attractive, but our arrival was extremely frustrating. There was a long check-in line, the self-service machines did not work and, after paying for an expensive suite, we discovered that one of the televisions was broken. We were forced to return to the full line, wait a long time for a manager and were initially refused another room. The concierge later had no record of the issue and even claimed that the television was not broken, despite the hotel apparently already knowing about the problem before renting out the room. After several argumentative text messages and three visits to the front desk, a friendly manager finally moved us to room 1914 in the Vista Tower. The replacement suite was exceptional, with beautiful high-end finishes, a Japanese toilet and a style reminiscent of a luxury hotel in Hong Kong. The initial service recovery was terrible, but the final room was excellent—one of the very best rooms I have ever received anywhere in the US. Had the initial service recovery been better, the stay would easily have earned a full five stars.

Enjoy the casino floor. Special mention to Sonita Morada for always being cheerful and pleasant. She already knows my drink order and very quick with bringing to me. Enjoy exchanging pleasantries with her. Very friendly.