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| - Can I give a no star review!?
I was so disappointed with this hotel! I've stayed a few places on Fremont street and this was by far the worst! My husband and I are local, we came to Golden Nugget about a month ago to tour their suites because we planned on getting married in one of them. The bellman Paul was awesome and showed them all to us and gave us tons of tips to make our day go smoothly. He can have 5 stars for sure!
We booked the Spa Suite for one night. Paid well over $800.00 for a pool view suite and expected great service which we did not receive at all. We were told when booking that we could try to check in as early as 12pm and would have our room by 3pm for sure. So we made all our wedding arrangements starting at 3:30 knowing we'd be in our room by then.
We tried checking in at noon and our room wasn't ready, which was okay. They said they'd call us when it was. 3pm came around and we went to the VIP to check in and they said our room still wasn't ready. Confused we said "Isn't 3pm check in time for all rooms?" And the front desk girl said they start check in and 3pm and there was nothing they could do and we'd have to wait until our room was cleaned. Frustrated and starting to panic because we had all sorts of appointments lined up for hair, makeup, officiant, family and friends coming we asked if we can just get into the room and start getting ready and the maids can clean around us since we were on a time crunch and expected and was told our room would be ready by the CHECK IN time. They said no and argued for a bit back and forth about it, finally they agreed to put us in a different room temporarily to start getting ready and then they'd call us when our suite was ready.
They phoned us at 4:45 that our room was ready. Almost two hours AFTER "check-in" time. We rushed into a room to see the temperature was set at 88 and it was boiling in there. We had to rush to get ready, while sweating and melting in our clothes, and rush to get married. Our day was still great because we got married, but it was way more stressful and we were extremely uncomfortable as well as our guests also from being so hot. It took a few hours to cool the room down, which we wanted to start doing at 3pm when they told us we could check in no matter what.
We also called for a few extra champagne glasses and ice, since you have to call for ice and there are no ice machines on the spa suite tower floors. It took an hour and half to have those brought to our room.
We paid extra for a pool view so we could have a better view of the city since we planned on getting married in front of the windows. Once we got into our room, we did not have a pool view, all we could see was the ugly roof the Fremont Street Experience. We asked if we could be reimbursed for some of our room since we didn't even get to be in it the whole time and it was the wrong room, and they said no. So we asked for late checkout , they said we could have one extra hour to check out.
Overall, I'm not one to complain, but when paying A LOT of money, being told 10 different things from different people, and them doing NOTHING to solve any of their errors or problems, I will never stay there or gamble there again or refer anyone else there.
We are local, and we love going downtown to hang out with friends and guests, we love staying downtown as well. Golden Nugget just left a sour taste in my mouth. I've paid 40 bucks a night on Fremont and had fantastic customer service. This was by far the worst hotel stay in my entire life.
We spent two nights after this night at Golden Gate in their suite and had a great time! Golden Gate is my go to place for Fremont Street. They really do go out of their way to make you feel right at home.
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