Sands Regency Hotel & Casino Sands Regency Refused to Honor Waiver Previously Grated Reno, Nevada

Prior to Christmas in 2011, I received a promotion from the Sands Regency Hotel & Casino, which provided two consecutive nights lodging free on select dates.  I had already planned to travel from my residence in North Las Vegas to Yamhill County Oregon for Christmas.  It was my first Christmas home since 2006, as I had been deployed to Iraq and Afghanistan.  I telephoned the Sands Regency and received managerial approval for a waiver to the "two consecutive nights" requirement and booked my reservations for December 22nd and December 29th.  I selected December 29th for the return trip, as I had already booked The Lion King's final performance in Las Vegas on December 31st.  This would provide one evening at my North Las Vegas residence, before attending the final performance.

I departed my residence aproximately 6:30 AM on December 22nd, for my drive to Reno.  I had planned to check-in early afternoon and spend the afternoon in the casino.  Upon arrival at check-in, I was told again the requirement was two consecutive nights.  I provided the desk clerk with the Manager's name who had granted the waiver and provided the date and approximate time the conversation occurred.  The desk clerk went to a back room and returned a few minutes.  She said the Manager had incorrectly granted the waiver and I would be charged for the evening of December 22nd.

Rather than pay for the room for the evening of December 22nd, I departed the hotel, declined to spend anytime in the casino, and drove 4 1/2 hours to Klamath Falls, Oregon where I spent the evening at a Motel 6. 

Upon completion of my visit to Oregon, I did spend the single evening of December 29th at the Sands Regency.  Since the Hotel was inflexible on December 22nd, I walked to the Silver Legacy, Circus-Circus, and the Eldorado to gamble. 

I will never stay at or gamble at the Sands Regency again.  I feel very strongly that once a business commits to a waiver from their written policy, they should honor their obligation.  The lodging provided by the Sands Regency on December 29th was far from exceptional, and the cleanliness of the room left much to be desired.