It's so disappointing to know that a PEPPERMILL EMPLOYEE STOLE MY AMAZON FIRESTICK after I checked out and my room remained vacant since. I had stayed at Peppermill for the past two nights in room 1560. When I checked out, I had forgot my amazon fire stick connected through hdmi to power outlet on the tv. I had called Peppermill and was transferred around a few times until I was transferred to lost and found. I spoke to a Briceton (not sure about the spelling) from lost and found. An employee had returned a couple books belonging to my party but not my amazon fire stick. Briceton had contacted housekeeping and some wire tech to check the VACANT ROOM (therefore empty and not checked out to ANYONE since I've checked out) TWICE and "had not seen it." ( it's linked to my account so whoever took will not be able to do anything with it). I made a report and they will do some investigation on a dishonest and petty employee until it gets to risk management. It's very unfortunate for the action of one employee to become the representation and professional reputation Peppermill has to offer. On Sunday night, Monday morning around 12:30 am I had called Cafe Milano literally 6 times through their direct number and through being transferred by Peppermill. It rang and rang and rang. After continuously calling, a woman answered and was very nonchalant. I asked her if there were any specials after midnight. She replied,"no, we're on a limited menu." I asked, "do you still have breakfast for half off after midnight." She replied, "not right now." She was very rude, unfriendly, and seemed as if she didn't want to take any orders. I was very disappointed but tried again the next night around midnight. The woman who answered the phone this time was friendly. I ordered two orders of steak and eggs, an order of ham and eggs, the Peppermill breakfast, and pancakes. I went down to pick up my order and a woman with red hair gave me my two bag orders and rang me up. I asked if there were extra syrup and butter for the pancakes but she said, "no, I didn't know you had pancakes." She had a big smile and was very nice and grabbed me butter and syrup. I counted five boxes so believed my five orders were correct. Once I got to my room on the 15th floor, opened up the bags and realized they had packed the ham and eggs (one order) in two different boxes and didn't pack my pancakes. I called Cafe Milano and explained about the missing pancakes, the lady put me on hold and came back and said, "are you sure? BecAuse the cook said he made it." Is she serious?! I told her I'm a thousand percent sure and I can take photos for her. There were five boxes but it was because they separated a ham in one and hash browns and eggs in another. After a couple minutes of explaining their mistake, they told me to come back down. The lady with the red hair who rang me up apologized to me when I went down to get the missing pancakes. Aside from that, Peppermill rarely ever lets us down. I love staying and playing here and it is my number one choice when I come to Reno. Oceano sushi was delicious and the service was perfect. Game lab arcade worker (young with glasses) was very patient and helpful in explaining custom orders and game membership. The pool was kept warm for the cold season. The casino has many gaming varieties. Housekeeping, valet, front desk and bellhop was all very courteous, quick, and friendly as always. It's so disappointing and very unfortunate for Peppermill to have an employee who would steal their guest's item and for Cafe Milano to be represented by that one employee who didn't want to take orders. We are your guests and customers. I advise Peppermill to be a little more careful in the screening process in who is hired in your four star hotel. read more

This is my first stay at the Peppermill. I made a reservation online two months in advance for three adults. We are attending a conference here. My printed confirmation shows 3 adults, along with an extra charge for the 3rd person. There is not a mention of bed types, but it says 3 adults. I arrived very early, so was prepared to not have a room yet. The clerk at check in told me they did have my room available...with a King bed. Really? A King bed. My co-workers are great, but three in a bed? They insisted that I had booked a King, but my printed reservation simply shows a reservation for a room for 3 adults. Then he said "the system" assigns rooms. So there's a problem with a system that assigns a room with a King bed to someone stating 3 adult guests. I said I would wait for a room with two queens, but was told they did not have any available for my first night I found it hard to believe that no one was checking out that day in a room with two queens. When I insisted, a manager was produced, but she said they had nothing available. Honestly, if I was here solely for a vacation, I would have left and found a different hotel. I chose to put my luggage in storage and come back in a few hours to see if one materialized. This was inconvenient, as I was pretty tired after taking the red-eye from Honolulu. An hour later one of my roomies called to say she was sick and couldn't come for the first day, so I got back in line to take the King room. Tomorrow, we have to change rooms so that we have two queen beds. Very inconvenient, considering that I made my reservation two months ago and have a confirmation that shows 3 aduts. While waiting the second time, the line was quite long, and only three clerks were working. About 6 more were being trained at the end of the counter. While I waited I witnessed two other customers attempting to check in and having an issue. In one case, they told a lady in her late 60's/early 70's that her reservation was for the next week. She had nothing in writing, but the clerk disappeared for about 10 minutes. Those in line joked that he must have left for lunch. When he returned, he said that they replayed the reservation recordings and that she in fact booked for a different weekend. She was quite distressed over this. Finally a manager was brought in to confirm that she listened to the recording as well and the reservation was for the wrong date. "However" she said..."we are going to accomodate you." So my question...if you could accomodate her after all , why make the poor lady stand there for 20 minutes stressing over her reservation, and trying to prove who was right or wrong. Whatever happened to the customer is always right? Honestly, this was the worst display of customer service at a hotel I've ever seen, and I've attended approximated 4 conferences a year for the past 35 years, and also coordinate 2 events per year myself. It gets better! As I lay in bed tonight, I felt like there was something lumpy in my bed. I'm thinking my KING bed had a busted coil. So...I took off the bottom sheet, and there was a pair of socks balled up between the mattress cover and the bottom sheet. DIRTY SOCKS. I'd say they have some issues here. I'm giving the place 2 stars, because the food is great and the pool was awesome. Otherwise, I'd give them zero stars. read more

I'm not really a fan of any place that is designed to take my money away from me and it be perfectly legal, so I dont frequent casinos too often. Usually when I have out of town guest they drag me to the casino, and if I do go to a casino to eat I usually get sucked into playing the slots till I get mad and leave vowing never to go back to a casino....... oh its a vicious cycle my friend, of losing money and lying to yourself..... but it can be fun! I live very close to the Peppermill and have gone there a few times to play and eat, what I love MOST (of all things) is their parking garage!! Its a smart parking garage with computerized screens that tells you how many empty parking spots are available and makes it easy to find parking, and no matter where you park your not too far from the elevators and doors to enter the casino! You really feel safe in this parking garage unlike most you always feel like someone is going to jump out and grab you and throw you in the trunk of an old rusted out Pontiac and keep you in their shed feeding you only bread and water forcing you to be a sex slave..... oh wait I'm totally going off topic here arent I? Everyone always comments on the wild neon lights and ultra ubber bright colors in the casino........ It looks like the purple dinosaur Barney and Rainbow Bright got together and gave birth to the person who decorated this casino. Seriously it looks like the Lucky Charms leprechaun puked all over this place........ but even still I can't help but love the carpet its just NEAT and makes me feel all happy and childish and makes me want to skip and sing!! When I used to smoke a lot of weed I would often try to work up the nerve to go here high, but I knew I couldnt take the excitement of all the lights and sounds AND the carpet without everyone KNOWING and of course that would bring on a bought of paranoia which isnt good at all! Since I'm a local I cannot comment on the hotel or really on the service or friendliness of the employees I've never had to deal with them which to me is a good sign. The Coffee Shop is kind of one of those "enter at your own risk" type places, its not good, but its not really bad either...... but you'll probably leave pissed off wishing you'd have come up with some way to get THAT meal for free....... I often sit there eating hoping to find a hair in my food so I can throw a fit and not have to pay for it - but I'm really good at throwing fits and also cheap and the two are a formula for lots of comp'd meals!! :-) If I have out of town guest I dont want to stay at my house, the only 3 casinos in town I recommend anyone to stay at is Peppermill, Atlantis, and Grand Sierra read more

Was having a great time with friends. Literally brought over a dozen people to the Peppermill to gamble, drink, and a have a great time. Around 9pm at the roulette table a pit boss names Thomas came to inform me you "can't say the F word" joking I was saying thete are no children here and I didn't know that was an issue. Keep in kind I was not belligerent and/or being loud/ disrespectful. He came back and made a comment that, "if you're bot going to take it seriously..." I just followed up with a comment saying, "there is no disrespect I just don't understand what the problem is with saying the F word, we are locals and made a mention that were from Virginia City. To which he replied, "that makes sense" Super disrespectful to say the least and at that point myself and the dozen people I was with cashed out from all the tables we were playing. We all left and will not come back to the Peppermill. The sad thing is that I've been coming to the Peppermill for decades. I will never come back to this establishment. There are plenty of casinos that appreciate my business and my patronage to a local establishment that will not discriminate against a local for no reason. I'm not even originally from Virginia City. I'm a Doctor in Business Administration and this is the worst service I've ever experienced at an establishment. Managing multiple pieces of real estate and the largest hotel in my area/coming from managing lodging operations for dozens of ski resorts across North America. I'm never going to promote your establishment and I have for many years. I'm disappointed that anyone has the authority to act in that manner. No one was being disrespectful or loud and discourteous towards any of the staff. All the dealers were having a great time with us, having great conversations and getting tipped very well. All of us there own customer facing businesses and that one person decided for your entire establishment that you do not value our business because they personally wanted to assert authority for no reason and be discriminatory to the area we lived in (Virginia City). The date and time: 4/2/26 approximately 9am, roulette table. Worked with Michael; Sun; and one other dealer when the incident took place. To be clear, the dealers were great, the only deterrent in those whole situation was the pitt boss who had no business acting that way. read more

I use this hotel when on business trips to Reno due to a company agreement. I placed my car in the valet and was given a paper ticket after they wrote down my last name. Unfortunately I lost the ticket and went the next morning to retrieve the vehicle. The guy working the valet would not give me the car and was a jerk about the fact I lost the ticket. He method of helping me resolve the issue was by calling a horrible member of the security team over. The security team member had a horrible attitude and mocked most of my responses to her. These two brainiacs couldn't get their mind around the fact that the vehicle was a corporate owned car and I wouldn't be on the registration. I had no way to prove that it was in fact my vehicle other than offering to show them my phone was sync'd to the car's blue tooth or call the insurance company to validate I am authorized to drive the vehicle. Neither one of the two options that I presented were considered and a member of management was not called to assist. These two horrible people were more concerned about being inconvenienced by me, than they were with helping me resolve the issue. I requested to speak to a manager multiple times and neither the Valet or the security hobit would acknowledge the request. I actually had to go back into the hotel and request to speak to a manager, two different times, before I was told that there where no managers available until 8 am. At this point I called and request a Reno PD member to come out and help with getting the car back. The police officer was cool and the head security guy came out and apologized for the two but at this point I was late to work and had been standing in the cold of 30 mins. Since this incident I have sent messages and called the two people that handle my company's account and have not been called back. I have also called the hotel twice trying to get in touch with a higher level manager to get this addressed and have been bounced from voice mail to voice mail. It is now 2:30 pm on the same day and I have still not received a call from any member of their management team. My advice is to stay at a different resort in Reno, these guys don't give a damn about customer service or correcting bad situations. read more

I had a horrible experience with the peppermint for the first time in over 25 years. I ate at the Oceano, my wife and her girlfriend and I and we had the worst service in the world and the girl named Emily. Emily brought our food, but I'll bring her appetizers never bought a drink since bring our salad. It was just terrible like atrocious. And then on top of that when we spoke to her about it, she told us that she was right and I was wrong and then I she's racist. I'm black with two white women and she's white. That's the only idea that came to my brain because the way she was talking to me. And so I didn't ask for a manager the manager came over apologize of course and said they take care of it and she wouldn't come back over there anymore and we just wanted to the asked what could they do and I said well do you know if the bill you can and the manager said well we're sorry, sir but that's the best we could do so we left. The next morning at 9 o'clock knocks on our door and says we get we have to leave the peppermint we're getting evicted because I Emily at the Oceana. This is only because I'm a black man and she's white woma!! because I never threatened her. I never said anything threatening it was so horrible. It was a terrible experience they made us leave that very moment and the made us like we were a menace. Security had the audacity to talk to my wife and her girlfriend and tell them oh don't worry everything's OKand disrespected us by being condescending and even talking to us outside of helping usand it was just horrible and I asked to speak to the director they said the director wasn't available. They never asked for our side of the story ! it was just because she's WHITE !! This is not the 1970s and I will be. SUING THEM! It was one of the worst experiences of my life and I regret ever ever ever going to the ocean or to the PEPPERMIL! read more

We had our wedding reception at the Peppermill and wish we had gone with the Atlantis. We worked with our assigned Peppermill coordinator through the wedding office for months prior to the event and we complained multiple times about our coordinators lack of follow through, repeated accounting errors, and inconsistencies throughout the process. We finally just figured that the coordinator had us confused with another couple. That was the only explanation we could come up with. If it could go wrong - it did! Even our name was spelled incorrectly on the signs leading up to the reception on the day of the event. The wedding coordinator failed to take responsibility for anything. She had an excuse for every issue. The event itself went pretty good. There were a few discrepancies between what our coordinator told us would happen the day of the event and how it ended up when it came to food service etc. If you are considering having your wedding and/or reception at the Peppermill get EVERYTHING in writing. Double check the math (no joke!!). We were charged for things we were to receive a credit for and our final bill contained several basic mathematical errors. I finally had to put everything on an excel spreadsheet to get our bill corrected. It was very frustrating, to say the least. To top it off, we received a letter from the Peppermill after the event. The letter was a generic fill in the blank thank you for choosing the Peppermill letter etc. and they forgot to fill in the blanks. It just made us laugh. It was yet another example of the Peppermills lack of attention to detail. It was par for the course. On a positive note, the food was delicious read more

There were some people commented about racism in this hotel. I have to agree on them since that happened to me too. A female employee at Cafe espresso ignored me when I was trying to order. When I decided to walk away, a Caucasian male was approaching to the counter. She had no problem on taking his order. Another thing that made me surprised was Spa Toscana. They did not provide me a proper explanation about HYDRA facial. Even though the treatment causes some pains, the esthetician I met said it wouldn't. She admitted it does in the middle of treatment though. Explanation about treatments should be correct for guests safety. I asked refund later because they did not provide the service they explained, but they keep ignoring my email. If what they are doing is right, I believe they can explain what happened properly. They invited a singer in a bar while I was staying here, but he looked drunk. He was walking towards me and almost hit me but did not say anything, did not pay attention guests here. I am not happy to see musicians getting drunk that much in public, if you call this hotel 4 star. I stayed twice Peppermill Reno. On my first stay, the room was very clean. However on second stay, previous guest's hair was left on bathroom, some dusts looked came out on my bed while I was out. On second stay, it was a last minutes booking, so I can assume they did not have enough time to clean, but I was expecting a little better maid service. The hotel front desk and buffet staffs were really good at taking care of me and my table. I appreciate their efforts but I do not think I will be back here for above reasons. read more

I recently stayed at the Peppermill and have mixed feelings about my experience. Firstly, it was disappointing to find out that the valet service was temporarily closed. The buffet no longer exists, the club no longer is open. It's going down hill. On the positive side, Lee from Arizona, who assisted us during check-in, was exceptionally friendly and professional, ensuring a smooth process. However, my experience at check-out on 6/17/23 2:30 pm was far from satisfactory. I realized I had left an item for my kids in the bathroom and had to go through a cumbersome process to retrieve it. Went up and down 14 floors and had to walk all the way to the front desk twice!! When I asked Nicole at the front desk if someone could bring down the item, she refused, leaving me with limited time (10 minutes) to retrieve it myself. Unfortunately, upon returning to the room, I discovered the item was no longer there. Nicole showed no empathy, apology, or attempt to resolve the issue, leaving me upset and frustrated. On a brighter note, the room itself was spacious, featuring two king beds and a large bathroom. The pool area was also sizable, offering a refreshing break. However, I was disappointed that I couldn't book a massage at the spa due to limited availability. In conclusion, while my stay at the Peppermill had its ups and downs, improvements are needed. The front desk staff, particularly Nicole, should be more capable of handling guest services and addressing issues. Additionally, it would be beneficial to reinstate the valet service and increase the availability of spa appointments for a more satisfying experience. read more

We stayed at Peppermill a few years ago and didn't have a bad experience. Because all the other hotels were completely booked, we decided to stay at Peppermill again this year for our last-minute family vacation. The most positive aspects about our stay were the entertainment provided for children: the TV and arcade. Check in and check out took longer than what we're used to compared to other hotels. After checking in, we decided to relax for a bit after the long drive. The first thing we noticed were stains on the blankets, which we threw onto the floor and ignored. The shower drain was clogged and the water took a while to drain. Some of the towels had hair and lint on them, which stuck to our faces and bodies after use. A coffee cup had hair on it, and there were no toothbrushes, combs, or free water bottles provided. My mom and I went to get coffee and water from the bar and was greeted by an obnoxiously rude Asian female bartender. Being Asian as well, I expected her to understand that my mom was not fluent in English. However, when my mom asked for light sugar in her coffee (for health reasons), the bartender replied with "No. I already put the sugar in already." When my mom requested a lid for her cup, the bartender ignored her several times before a second bartender finally asked her if she needed anything. The high sugar content in my mom's coffee induced a migraine and caused her discomfort throughout the rest of our trip. This unsatisfactory service is unacceptable and will be the prime reason my family and I will neither recommend this hotel nor return for another stay. read more