Golden Nugget Las Vegas Hotel & Casino

Changes at the Front Desk/Overall a good expierence. Big changes from the last visit to the Golden Nugget. There is no longer a front desk, everything is automated with kiosk. There is/was one person who help guide you though the process if you needed help. The lack of human contact was disappointing, but for me the kiosk was not difficult and mostly painless. I was there about an hour before check in, not crowded at that time. It prorated the early check in fee printed my keys and I was on my way. However not the case later, the lines were just as long as they had been in the past. Any communication I had was via text message, this seemed to work pretty well as I had to change rooms due to some issues, this was prompt and happened quickly. At the end of the trip, some billing issues prevailed but they quickly addressed and handled to my satisifaction. This was the 1st time I stayed in the Gold Tower, definitely an improvement over Carson tower. My room was clean and quiet. The elevators required a key card and will only let you go to your floor, pretty good security from that perspective. Close to the casino and access to Fremont St. "Personal Opinion" This should be an adult property, I cant understand the appeal for a small child. Expecially out late night early morning hours. Overall a good expierence.

Terrible Experience Hello, I have been coming to Las Vegas since I was 3 years old and I am now 42. In all my years of coming, I have not had bad customer service like I did this time. I brought one of my family members to Las Vegas for a short relaxing/ reset. The only thing she requested to do was go to the Golden Nugget and swim with the shark tank. I already made reservations at NYNY. I called the Golden Nugget reservation desk to ask questions regarding a daily pass for the pool. The reservation desk told me it would be cheaper to book a room, rather than get two daily passes. He told me the price would be $28 plus the $51 resort fee and that was it. I paid it on the spot and reserved a night. Upon check in, the reservation stated I I had to pay an additional $132 for the night. This was wrong but I paid it since my family member wanted to visit the pool. Once we got to the pool, they were draining it. They said there was the hideout “adults only” pool. We went ahead and went up there. The pool was shaded and everyone was standing like sardines. We made the best of it. We had put our personal belongings on a lounge chair while we were in the pool. My family member went to get her phone to FaceTime her baby, when she observed two females in our spot. They had picked up our belongings and moved them. These two women thought it was funny and began calling my family member down when she confronted them about moving our items. The male party of the girls tried giving free drinks to allow those girls to stay. My family member went to speak to the manager. The manager “Kevin” sided with the rude girls and began cussing at my family member. The manager then upgraded those rude girls to a lounge bed. My family member came back to the pool upset, “Kevin” the manager came to the pool, in front of other guests, yelling at my family member. One pool hand stated the boyfriend of those girls spend money there and Kevin was probably catering to them because of how much the boyfriend spent. This is completely wrong. Many guest who witnessed “Kevin” treat my family member rudely stated they will never stay at the golden nugget again. They also informed me, they witnessed similar behavior at the pool with “ Kevin” and another guest the day before. Overall, this was the worst experience in Vegas I have encountered and Kevin needs to be trained on customer service. We didn’t need to book a room, I only booked a room here to fulfill a dream my family member had ( swim at the pool near the shark tank). Last time she saw it, it was barely being built. Instead, the pool was drained and she was belittled by the guests and pool manager Kevin. This was a terrible experience.

Well, if you like loud dance music in your room, it’s like a party that never stops…. Well, if you like loud dance music in your room…. We booked a corner suite in the Rush Tower, because we were celebrating a birthday and why not? The room seems fine, cleaned well, nice furnishings and 2 TVs. However, the noise. It’s ridiculous. It’s not just music you can hear, it’s loud. With bass. Thump, boom, boom, boom, hear the beat? Not the room you want if you expect a regular noise level. Shark aquarium is cool, pool is small and crowded, but does have a great deal of shade. Casino & Lobby floor is crazy crowded. Saving grace? Rush Tower lobby is quiet. Probably so t stay here again

Worst experience ever I stayed here for my very first National powerlifting meet. As you could imagine I was very nervous already because that was a huge deal to me. I arrived excited and hoping to have a good experience as I was competing in under 48 hours. WORST customer service I have ever had. I was almost in tears with how rude the front desk staff is. I couldn't use the kiosk because I had questions about the amount of money that it was asking me to pay so needed to talk to someone to get a break down. I encountered two staff and not one ever asked how I was or smiled, nothing. I felt like I was such an inconvenience. It really ruined the first part of my trip that was supposed to be unforgettable. I ended up having to pay for a room I wasn't staying in as I had made a double booking. So had to pay regardless. I tried to be nice and hold back tears but it was so unsettling and disappointing. I do want to add the pool was closed a whole day and only open a few hours a day. Restraints close as well so make sure to check that before you decide to stay here. I'm trying to figure out why we would be charged resort fee when it's nothing like a resort. I hope they do better with the customer service.

Five Stars for Ignoring Guests Disappointed in a recent visit to the hotel. I had a charge dispute and attempted to work with them to get it resolved. It has been a month and after several messages to the accounting team, completing their online charge dispute form, submitting feedback via their website, and working with front desk staff who were unable to find my reservation using the confirmation number or my name…. no one from the hotel has responded to assist me with a resolution or even acknowledge my numerous requests for support. It is the most bizarre customer service experience I have seen in all my years of traveling. I just don’t understand why companies in the hospitality business are not hospitable. Lastly, there were room cleanliness issues and other concerns that I could share along with photos but at this point none of it matters if I can’t get a return call.