2/10 Terrible
Verified traveler
Traveled with family
Apr 11, 2025
Poor customer service
My family and I traveled to Reno to see my niece play volleyball. We got in late and there were not many rooms available. I booked the room online last minute. I sent my daughters (17, 19 yrs old) and nephew (19 yrs old)to check in and shower while I was finishing up dinner with my sister and niece. The manger was very rude to them. She would not let them check in or stay at hotel because they were not 21. I called to speak to her and explained I was heading over to check in as I was at dinner. She said she had to cancel reservation because the parent of each minor had to be present and staying with them in room. I had booked it for 4 of us. I was told by manager that I could not be the only adult in room. When I asked her to provide me that policy she said they are a casino and their website says that. I told her most hotels in Reno have casinos in them and I have never had to have an adult for every minor staying in room. She then hung up on me and when I called back several times no one answered the front desk. My family and I were forced to find another hotel late at night and pay another $364 dollars for a room. Thankfully the nugget was welcoming and understanding of all we had gone through. Will definitely be going back to the Nugget!!
Verified traveler
Stayed 1 night in Apr 2025