Golden Nugget Hotel & Casino Lake Tahoe

lol. Hotel coffee shop staff in the lobby are very friendly and accommodating. In the coffee shop, I met one of the hotel front desk staffs (I guess). She's a white elder lady (forgot her name). She was very nice and sweet. Even though she was on break or just getting her cup of coffee, she still showed excellent customer service... She took note of my concern and took care of the issues. Hotel parking are great too and value oriented room rates -US Air Force Combat Veteran

. The staff was trying to help. She called the other staff, but no one answered. She was trying to find our key, but they didn’t have our room key. It’s really unprofessional to put us in this situation. We don’t have anywhere to go; they can’t let us stay without the key. We called all the hotels in Lake Tahoe, trying to find a place to stay for one night, as we couldn’t drive back at night like that. We were so exhausted that we had to stay on the car because no one took a walk-in booking, and there was no room for us. They took money, but they said they can not do anything. When I read the review, I realized not only did I have this problem, but I also knew I wasn't alone. If I have a baby, I don’t think it’s a good idea for any family that wants to have the same experience as us. I never want to return and would never recommend it to anyone. If you stay, ensure the staff are not on vacation and that the service is available to you.

y website which doesn’t seem right. I also sent an email to their reservations email contact but didn’t receive any responses. The day after, I still didn’t receive an email confirmation. Luckily I had screenshot the webpage after I booked so I still had my confirmation numbers. I was then able to request the confirmation emails on their website. However I had an uneasy feeling since my card hadn’t been charged yet so I called the hotel a few days after. They again said they couldn’t find the reservation and kept asking if it was a 3rd party reservation. I again told them I reserved directly on their website. The rep said she’d transfer me to the front desk to look into it and when the front desk picked up, it was for Las Vegas instead of Lake Tahoe. What a waste of my hour. After sitting in silence supposedly “on hold”, I eventually hung up and called the hotel again and a different rep was finally able to locate my reservations. This should not be such a difficult process especially for booking directly through the hotel website. A very bad experience before our vacation even starts. All these calls are reportedly recorded so I hope they are reviewed for better experience.

back to our room with fresh towels and no new washcloths. No big deal we had 2 from the previous day. Monday, was gone all day, they scene to our room, didn’t remove ANY trash, replaced towels and zero washcloths. Had to hunt down a cart to ask for washcloths. Tuesday we left our room at 5:30 am and didn’t return until 7pm, NO ONE had been to our room to replace towels and washcloths. Called housekeeping 3 times staying on hold for 10 minutes each no one would ever answer. Started calling guest services after a 30 minute hold, finally got someone to answer to request fresh towels and washcloths. Our shower would not drain, I had to physically remove the grey grate system that covers the drain and remove God knows who’s hair 🤮. Housekeeping never made the beds, never took out trash, the hallway was littered with scraps and pieces of garbage along the hall. Bar across from the blackjack table, servers were nice. There was some not so great English speaking individuals working the coffee bar/breakfast place so your coffee order was, well let’s just hope for the best. Construction didn’t bother us at all.

uring our stay and unfortunately, the way the hotel handled it made everything worse. On our first night, a dealer in the casino made a racially insensitive comment to me. We reported it right away, filled out a report, and were told someone would follow up the next day. No one ever did. We followed up while checking out and were asked to fill out the report again, and still heard nothing. In the end, we were offered a refund of one night's resort fee (less than $50) and that was through our credit card company, not even the hotel itself. Zero communication or apology from management. To make matters worse, we overheard other guests getting free rooms because their TVs didn’t work. Ours didn’t either but we didn’t complain because that seemed minor. Meanwhile, we were dealing with a serious issue and were completely brushed off. We chose this hotel specifically to enjoy the onsite casino but after that experience, we didn’t feel comfortable or welcome and had to go elsewhere. The way this was handled was unacceptable, and I wouldn’t recommend staying here if you expect to be treated with basic respect.