Stephen C.
Yelp
On July 16th I received a standard email from Cheraz Ecker, General Manager of Atlantis Casino Resort Spa. I sent him the following email on the 19th in response to his request about my stay at his hotel. As I write this on July 27th he has not responded showing as I stated in this review, they just don't give a damn!
My Review of the Atlantis Hotel Reno
Dates of my stay were July 11 - July 15
My wife and I arrived at the Atlantis Reno in the afternoon. I should add that the visit was for a "celebration of life" of the death of our young nephew, While I expected (wrongly on my part, I had not fully read an email) and was taken care of efficiently and with a positive feeling on my part. My wife and I went to our room on the 24th floor, a concierge floor. It was clean, large, and well worth the cost. We had dinner, toured the property, and in the end, went back to our room.
The next morning, we went to the lounge for breakfast. It was more than surpassed my expectations. We then went back to the room to get dressed for the day. We met our housekeeper. She did a terrific job. That day was filled primarily with family and friends. It was very tiring. We went back to our room. I decided to go downstairs to grab a soft drink and take it back to our room. On the way back up I entered the elevator, put my key on the pad to allow me to punch the 24th floor button, was followed by a woman who did the same for the 22nd floor. She got out at her floor, the doors closed and this is where things got bad.
Suddenly there was nothing happening. The elevator was not moving. It was not accepting my key to make it move. A note to add. The elevator has no circulation air of its own. Reno is in the high desert. It is hot and to be honest, I was feeling a little panicky. I called the front desk with my cell phone, got transferred to someone who in theory could get this thing moving.
The fellow on the other end of the call asked me which elevator I was in. I had nothing to easily identify it, so I told him, look for the concierge elevator that was not moving from the 22nd floor. After a minute or two, he asked me if I was wearing a white hat, I said I was and he said he would get someone to me. In what seemed like hours, although to be more objective as I write this, I am sure it was just minutes. The elevator began to slowly descend. It stopped on what was showing on the display as the 3rd floor. I need to add, this is an external glass enclosed elevator car so you can see the other elevator cars.
Someone from outside the elevator asked me if I could open the doors from the inside. I tried and failed. My internal panic was getting worse. I could see from the display I was supposed to be on the 3rd floor at this time but because I could see outside, I was either half way above or below the third floor. Either way, very discouraging to me.
Finally the car again begins a very slow descent to the ground floor, the doors opened, I got out, took more than a few deep breaths of the cool air, went to the elevator next to the one I had just exited and went to my room.
A few minutes later a knock at my door was announced as security. A man who introduced himself as head of security gave a perfunctory apology, asked if I needed medical attention, and then asked for my identification. I am the victim and he is asking for I.D.! None the less, I got my drivers license and he took a picture of it. He told me if the hotel was going to do anything they would call. I expected a call that night from a manager asking something as simple as could they buy me a drink. No call!
My wife and I went to breakfast the next morning. Went back to the room. No call! Really? A guest in your hotel is locked in a hot elevator due to no fault of their own and no call? Not even a simple apology. Well at that time, my anger grew. They just don't give a damn.
My wife and I went to lunch with a friend who said I should go to the front desk. I did. The desk clerk was sweet but had no authority, but she asked for my phone number and assured me the manager on duty would call me. To be clear, at this point I am not sure what they could do to make it right.
We went back to the room to get ready for the "celebration of life" and in a few minutes the manager did call. She made an apology; told me she could give me a credit for dinner. At this point in time, that was not nearly enough for not only being locked in a hot elevator for what seemed to be hours although I am sure it was minutes, but even worse, being treated as if it were an inconvenience to the hotel to acknowledge its culpability until I pressed the point.
A side note, that elevator was out of service the entire next day.
So, the question is, would I recommend the Atlantis Hotel Reno? The answer is unequivocally no. I think management just does not care about the people who stay there!
