I am a local and a member of their players club. - Golden Nugget Las Vegas Hotel & Casino - Trade Reservations
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Ranked #20 in Las Vegas's Best Hotels.
🤮 1/5 - I am a local and a member of their players club.
By 👻 @Angela W., 03/12/2023 4:00 am
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I have stayed at the Golden Nugget about five times previously each time spending a lot of money. Not high roller money but a decent amount. Normally I am offered free rooms but this time I needed a room on a Saturday night so I understood I'd have to pay. I am a manager in the hotel industry so I totally get it.I attempted to book a room online five days before our arrival. Their website displayed a base rate of $209 for Saturday night. I contemplated booking for about two minutes when a pop-up appeared saying we will take 25% off if you book now thus dropping the rate to $156.75. I was like "sold". I get to the transaction page and get an error message advising me that I need to call instead. I try twice more...same thing. I finally give up and call only to reach their robo-agent. The robot completes the entire transaction and charges me a base rate of $229. Even more than the original rate I saw online!!! I was thinking, no biggie, I'll call, talk to a human and get this whole thing straightened out. Ha! I call back and hold for 55 minutes waiting to talk to a person. No one ever answers. Now I'm like, surely when I get to the property front desk will get this whole thing resolved.So my husband and I get to the front desk last night. The front desk agent who claimed his name was Eric was decent at first but when I explained what happened online and showed him a screenshot I took of the rate from their website, his attitude changed instantly. This snot nosed kid became so belligerent I couldn't believe it. He kept telling me how much the room was going for tonight and how full they were. I understand the same day rates were high but I booked and paid five days ago. "Eric" even alleged I forged the screenshot?!?! I asked him to speak to a manager which he did begrudgingly only to come back with the same response.I then asked if I could speak to the manager myself. The woman that came out claimed her name was Christie. "Christie" had the same unbelievable retorts. She told me it was Saturday (you're kidding) and informed me rates fluctuate (I did mention I'm in the hotel industry as well, right?). She was so condescending, my husband decided to cancel the reservation which she was happy to do. All of this over about $70?!?! It wasn't about the money, we have money, it was the principal. Hotel rooms aren't the money maker. You want people in the property to gamble which is what we came to do. GN would have made back the difference from us at least 20x over that night. Instead, both Golden Nugget employees provided the worst service I've ever encountered. I advise everyone to book somewhere else where they care about the service they provide. There are too many options in Las Vegas to treat customers, especially their players club members, this way.
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