Bally's Lake Tahoe

The cleaning staff deserves a big thank you. The bathroom was spotless, the rug felt like new, and the sheets and towels were so white. My room smelled like the first day of snow. I had to move rooms while waiting out the storm, and I'll tip again for this equally clean room. They made my stay comfortable. I felt cared for all four days, mostly because of the Customer Experience Experts across the hotel. Nasly, who's bilingual, Joy, J.P., and Sherry were warm, kind, accommodating, and genuinely attentive. I felt pampered. This was the best place I've stayed during more than ten years of vacations in SLT, and I'd absolutely recommend it. It was the long Christmas holiday, with a blizzard, closed roads, and frustrated guests everywhere. Even with long shifts, the team stayed professional and kept making people feel that they mattered. Management should mention those three employees at the morning business brief. They deserve that recognition, and I owe them a lot.

Right at Stateline, so the location is good. The casino looks like it hasn't been updated in years. The coffee shop is small, and the food was okay, though there isn't much choice. It doesn't feel like the old days.

The steakhouse was outstanding, and breakfast and service at the café were good too. The rooms were clean and acceptable, the pool was nice, and valet service was good. The location is great for getting around town. But the place felt like a ghost town. Table games weren't open, there wasn't a bartender or cocktail waitress in sight, and nobody answered the phone from the room, whether I called the front desk, room service, or concierge. The sportsbook was a joke.

The best thing about getting home was that our normal lives felt like a huge upgrade. During the stay, the room was never cleaned, the mattress was uncomfortably hard, and the AC left us congested. We asked for fresh towels instead, and they left a bag outside the door. Parking costs extra, and you have to return to the front desk for a code so you can come and go without another charge. We'd extended our stay by booking a deluxe double bedroom through Priceline, but a computer error left us with a one-bedroom room. The front desk manager was working alone on the holiday weekend. For over two hours he argued with us, asked for proof (we showed it), and wouldn't move us to the correct deluxe double-bed room. He said we'd booked the wrong room and nothing could be done, or that the hotel was sold out, even though the website showed several rooms available. The next day, with other staff around, he finally admitted they could correct the issue by keeping us in the same non-deluxe double bedroom. He still wouldn't move us to a clean deluxe double room, probably because that would've meant cleaning it. He claimed he'd tried the day before but we had “talked over him,” despite him refusing more than six times. After I started recording his blatant lies on my phone, he called security.