On the surface, Golden Nugget is a solid choice. Rooms are nicely sized, pool area is great, tons of restaurants and generally a good vibe. However, service is severely lacking. The front desk is a complete disaster. I had added an extra night last minute for the two rooms I had reserved, and it was booked as a separate reservation. I called ahead and was assured it wasn't an issue. When I arrived, the agents were extremely pleasant and also told us there was no issue and we were good to go. Come to find out when I was in the middle of working the next day with my do not disturb sign on, this wasn't the case. Housekeeping barged in and said I was supposed to check out. Funny enough, they never came back the next two days to clean the room. I called the front desk and got a completely rude and different tune than the night before. They had me booked in an entirely different room. They managed to fix that, but myself and my travel companions had to go back down to recheck in and get new keys. They had to leave the pool and I had to stop working while I was trying to wrap up so I could enjoy my vacation, to go fix this error. Had this been communicated at check in, I would have handled it first thing in the morning. Sean at the front desk was, at least, apologetic and gave us a few drink vouchers. I would have been happy if everything was resolved. I thought we were done with the problems at this point, but it didn't stop there. The next day when we went to the pool, my friend who went with me to check back in, wasn't on her room so they wouldn't let her in, even though I witnessed her give her name. We had to leave and go down to the desk to get her added. I then find out that my room was blocked from room charges when I tried to order drinks at the pool, even though they had run my card, and I have the $100 hold on my amex to prove it. A little while later, my husband complained to the front desk when he couldn't charge a few coffees, they assured him he shouldn't have this problem and it was fixed. He went back down, and the workers had to call the front desk to confirm, and they said he was authorized (and it was on my bill). Later on, I called for room service and ran into the same issue. I called the front desk to complain and they told me my card was declined (it wasn't) and I needed to come down to run the card at 11 pm, yet again. I told them I had cash, and I was simply letting them know how many issues I had. They said they were sorry, but it was somehow my fault that the card wasn't run. I've never checked into a hotel where my card wasn't in file. They don't even let you check in without a hold. To wrap up the experience, when I addressed the issue with the woman checking me out since I didn't know how I could have charges since I was blocked from adding any to my room, she saw there was a credit card listed that wasn't mine. I gave her my card to show her it didn't match, and to settle the bill. She brought out the hotel
96 Reviews