In the 1980's I stayed at this hotel and it was the best hotel I had been to, in 2019 I have returned to what can only be described as one's worst nightmare.
We arrived late at 1am, something the hotel had been advised of prior to my visit, I sent an email informing of the late arrival, it took them 3 weeks to respond, but they advised that they would note the late arrival and my room would be retained for us.
At 1am I was advised the room I booked and pre-paid for was not available, it was clear they oversold rooms, as I was told that they can only offer me a smoking room as they only have 1 room left. I told them because of health this was not an option, I needed the non smoking room I booked in the Gold Tower the room, they confirmed when they took my money. After 10 minutes of arguing with the receptionist I was told he managed to find one room it's a disabled room, and was non smoking. We got to the room the stench of smoke choked us as we went through the door, the wall paper was ripped and repaired with blue duct tape, making a large L shape on the wall. It was clear the reception just lied to get rid of us and gave us the only room they had, i.e. the smoking room. I picked up the phone to call down to the desk to advise this room stank so much of smoke we could not sleep in there, when I lifted the phone there was cigarette ash all over the phone and inside it, and around it. The surfaces were sticky where drinks had previously been and housekeeping have not bothered to clean it, as tired as I was I could not sleep in such a disgusting filthy room. As they put me on hold for over 10 minutes on the phone we hung up and went back down to the front desk.
I requested a manager a lady called Kodi who was the Assistant Front of House manager came, she did not care at all about the problem that THEY created for me, just shook her head and shrugged shoulders saying we are busy and we don't have the room you want, as a non smoking preference was just that a request not a guarantee is what she said in spite of me receiving a confirmation stating this is what they took my money for. It wasn't a room that I wanted but the one I paid for I was hoping to have. She insisted the smoking one was all they could offer, after 20 minutes of arguing she offered me a downgrade from what I paid for in the Carson Tower, I refused this as I paid a higher price for the Gold Tower and for a non smoking room. The poor attitude from this manager continued pure arrogance with not understanding this was their problem not mine, and offering little to rectify it, not bothered it was now 1.30am and we had travelled a long way and were tired. Eventually she offered the Rush Tower a King room, but not enough beds for the 3 of us so she would send a roll away. We finally accepted as it was clear she wanted rid of us and did not care in the least about their overselling and the situation it left us in.
When we got to the room, again it was dirty, a carpet that you walked on that left the bottom of your feet black, chairs and surfaces that were sticky from goodness knows what. It took an hour for the roll away to arrive oh and she forgot to tell us about the noise from Freemont Street, it was like we were at the front row of a concert right in front the speakers. This noise did seem to stop just after 2am, but we waited until 3am until they brought the roll away. In the morning we found ear buds by the bed with a note saying have a good night sleep on us so clearly they knew that room was subject to noise.
We checked out as soon as we woke up, cancelled our 2nd night, and saw a manager asked for our money back they only offered 50% back I will be writing a complaint direct to the hotel as they should refund in full for this nightmare that was down to their error. I am really not happy and would not recommend this hotel to anyone EVER. Best thing that could happen to the Golden Nugget is that it is imploded and rebuilt. Well and truly past it's sell by date.
