Atlantis Casino Resort Spa

Address:	3800 S Virginia St, Reno, NV 89502, USA
Phone:	+1 775-825-4700
Site:	atlantiscasino.com
Rating:	4.2

Location

Photos 1

Reviews 4

Dale Kaduk

I hadnt been to the Atlantis in some time as I usually stay at another local hotel which is just down the street. I arrived on Sunday for a two night stay and was offered an upgrade from the standard room to a "Luxury" room for $20, which I accepted as I wouldnt have to change rooms after the first night (it was Super Bowl Sunday and they were booked that night). The so called "Luxury" room was anything but. The mattress was standard, nothing special. The pillows were awful and were basically non existent providing no support what-so-ever. The room temperature control kept resetting itself from 67 to 72, causing my wife and I to have to get up and constantly reset it. Id say the temperature issues woke us up, but we were already awake as neither of us could sleep on the mattress or pillows. The rooms windows were not sealed properly so the wind caused the windows to whistle. The bathroom lights were on a sensor, which either was always on, or would turn off after 30 seconds of being on. We had no control at all over the lights and fought with them constantly. The "Luxury" part of the room, apparently, was that the furniture was upgraded over the standard room, which was not true as their website shows all their rooms and they are all pretty much identical. I expect a "Luxury" room to have an upgraded mattress and pillows as well as other amenities, such as toiletries and water, not just "upgraded furniture". The spa, which is now rated one of the top 10 in the entire world, was mediocre at best. It is no different than any other local spa in terms of services. The Mens locker room is tiny and is not designed in a way for anyone to be able to relax. The main entrance is directly next to the "relaxation tea room", and there is a fire riser room with a very loud machinery hum in that room, making it impossible to relax. My massage was great, however the rooms are not sound resistant so I could hear everything going on in the hallway, which took away from the whole experience. My wifes massage was terrible with the therapist using light to no pressure when she requested hard pressure. Everything we did there was an ordeal and nothing was simple or easy. For a hotel that prides itself on its 4 diamond/4 star rating, we expected a lot better than we received. For a spa rated as highly as it is, we expected a whole lot better than we received. I wont ever stay there again based on this experience, nor will I ever utilize the spa there again as it is highly overrated. The only thing I can recommend in the Atlantis is the Manhattan Deli. The service is standard restaurant but the food is excellent. Overall, Ill never stay at the Atlantis again, nor will I utilize their spa. The only thing Id go back for would be the Deli.

A Private User

At 3:00 am we flew out of bed as water came through the ceiling from four floors up and I immediately called the operator to tell her to get someone upstairs and find the source and that we would need another room immediately. A few minutes later I answered the knock at the door to have a maintenance guy and two suits burst in like the DEA. There were three of us in the room, two were female and had not yet dressed. I told them to get out and go find the leak and get us another room and was ignored. After several minutes of poking and prodding, while totally ignoring us, the maintenance man finally went up to find the source of the leak (we were in an expensive spa suite, four floors below an identical spa suite with an overflowing hot tub). Called the operator and told her that we needed a bellman with keys to another room at once, this room was washing away. I was told to come downstairs and fill out the papwork. In disbelief, I dressed and went down 25 floors and asked the clerk just what the hell I needed to sign papers for at 3 in the morning when they should be providing some of their alleged 5 star service. A different clerk than the one I spoke to on the phone came up with the paperwork and keys and apologized, had me sign and promised a bellman. By the time I had returned to the suite, my companions were dressed and had packed up the suitcases and bags and boxes of gifts from our two day shopping excursion. We trundled off all of our belongings to a smaller suite and as we arrived, the bellman too arrived. Gave him a quarter for his troubles, we had already moved everything. We checked out in the morning, I complained to the day manager and was given a mediocre apology, followed by the bill. Now folks, after this adventure, dont you think that we would have received some major comp action? No, the bill was $30 higher than I was quoted when I reserved the room. I wrote to the owners, rightfully expecting at least an apology. We never heard a word back. We dont stay there anymore, we dont even stay or shop in Reno.

A Private User

I have been to many hotels and by far Atlantis was the worse. This is a word of warning to all you who are considering Atlantis. Hopefully, you will read this and not be a victim. When we arrived at the Hotel and waited in line, the front desk person rudely said, "Ok, Next Customer Over Here." I was a bit surprised because Im used to a warm welcome like, "Welcome to the "hotel name", how may I help you today sir?" Didnt anyone teach these guys hospitality? The next surprise hit us. The two rooms we booked were on different floors and the desk guy said there was nothing he could do about it. Fine, I said. I was relieved to have just made it to the room. When I opened the room and walked in, there was this dingy bad smell. Really Bad! I tried the lamp and it was dead. Great! So, we just used the bathroom light. I was so tired, I just crashed. When I woke up in the morning, I noticed, no coffee, no newspaper, no hot water but slightly warm and poor water preassure. Ok, finally made it out of the room and down to the ground floor. I saw a bunch of dirty old and beat up couches. None that I was going to sit on. I really think that either Atlantis is trying really hard to go out of business or they just enjoy torturing their customers... ahem... ex-customer. The final grain of salt came when they charged me an additional energy charge when I checked out. Boy, a bunch of hotel geniuses working at Atlantis just decided that they will hide those charges and wait till the end and stick it to me. At this point, I started to call it "The Bates Motel". I will say that I will never ever go back to Atlantis. Not to mention that I will never step foot into Nevada again. They can keep their hotels. I am going to stick to good old california casinos like Jackson, Thunder Valley and Cache Creek. If you still want to go there after reading this. God bless your souls.

Doug Davis

Great experience at the Atlantis! Had a mishap and it was taken care of.i thought...Dont stay at the Atlantis in Reno... They are all about giving you a run around. I think it was because I had a service dog and he is for my comfort. Perfect in the room and even at buffet. Sat under the table like a perfect gentleman! No messes in room. Loves to lay on the bed! I refuse to stay there again. Checked me in late, 45 minn after 3 pm... The carpet was cut short at the window and the track step was broken and exposed. Room 1853. Ill bet its still that way.When they did offer me a comp it took me an hour and several trips around the casino to get how to use it figured out. Major breakdown in communication between people in the casino hotel. Makes customers confused and give up Im betting is there tactic. Not nice when you get in line at the buffet and when you get to the register the comp is not on your card as they say. Advised to charge to room. That did not work either. The comp was never put on even after the shift manager of the casino, who is over the hotel manager but the way. Even after the shift manager assured he would personally make sure its there. I called before going downstairs to be sure. Always cover my bases! Such a joke! I will not be returning!!! See attached photo of the drawer that contained old cookies a hair clip and some chocolate from a passed guest. Also was not checked in untill 3:45pm for A 3:00 reservation.. In the luxury tower at that! Total run around so far. Waiting on the manager to address this issue... More updates to follow. May not be staying here ever again!