We booked two rooms for our one night stay while we were driving to Reno, and we were excited to see what Boomtown had to offer. We attempted to check in early and our front desk agent named SEMI greeted us and said she’d do her best to get our two rooms close if not adjoining since we had kids (16,9) with us.
We were told to wait for more check outs so she could try to accommodate our request. I could tell from her body language she was unwelcoming and already irritated. We went to eat lunch and wait a while as the bell hop held our stuff in a storage room.
After a while my husband checked back with Semi, and my 9 year old daughter was with him at the counter. He waved for me to come handle the rest of the transaction and as I approached the counter, Semi was telling my daughter to not eat (her bag of chips from lunch due to Covid) as I was looking over paperwork to sign Semi became visibly upset and said, “ew now she’s licking her fingers, disgusting!” And she told my daughter to use sanitizer. I quickly told my daughter to go sit down after she sanitized her hands. I understand in these unprecedented times we need to be careful but telling a child she is disgusting is not ok, especially in a customer service setting. I ignored her comment and finished check in as we were all tired and ready to get to our rooms. We found the first room in one tower and the other we could not locate. Semi told us she put us right next to eachother with an elevator separating rooms. She lied. The other room turned out to be on the opposite side of the hotel, having to walk clear across the casino to access. We went back to front desk and asked for a manager. Another woman came out and said there was nothing they could do about the rooms and she denied that Semi said what she said, even though we had three witnesses. We told her we were no longer interested in staying since rooms were so far snd the horrible customer service and she said she’s have to call security for us to make a complaint but she would not give us our money back although we never even touched the rooms!
Security came and they asked her to finally refund our money. Two hours or so later we were out of there and WILL NEVER be back! Get some quality customer service!!! less