Nugget Casino Resort

I booked a room with this hotel through [redacted]. Upon check in I was told I needed to provide $100 security deposit. I've booked several hotel rooms through [redacted] in the past and never encountered this issue. As I do not have $100 I requested a refund of the amount that was already paid. The hotel refused. I called [redacted] and they called the hotel, the hotel still refused to refund my money. Now I have no money to get a room somewhere else. I'm sleeping in my car because a hotel/casino that makes hundreds of thousands of dollars everyday refuses to refund my $26.83.Product_Or_Service: hotel roomOrder_Number: [redacted]Desired SettlementI want my money back because I paid for a hotel room and was unable to use it.Business Response In regards to [redacted] reservation and the issue experienced at check-in, I have decided to refund [redacted] reservation. I spoke with [redacted] and they will be issuing a refund shortly. I would like to extend my sincerest apologies to [redacted] and the issue she had with our policies. I tried calling [redacted] at the number provided on the reservation but it wasn't correct. Please relay the information to [redacted]. Thank you!Let this response note that we now consider the matter resolved. Thank you!

They advertised pet friendly and then charged an additional charge with out options of cancelation or refund. Spoke with [redacted] the hotel supervisor.Product_Or_Service: Hotel stayAccount_Number: [redacted]Desired SettlementI would like a refund of the over charge/unexpected amount. We stay frequently and I'm a Reno native. Business Response Mr. [redacted] booked his reservation through [redacted]. The $20 pet fee is listed on their website and accessible before choosing to make the reservation. The guest was advised of the pet fee at check in and agreed to it. Mr. [redacted] made complaints about the quality of the room to [redacted], but did not advise the front desk of his issues. He was refunded at check out for the pet fee, so compensation has been made for him.

Was at the hotel 3/11-3/12 checked out 3/13 . When I checked the I had room billed to my credit card however there was an additional resort fee of $100 dollars refundable that you can charge or pay in cash which is what I did and have witness who will verify this . However when I went check out I was informed that the clerk [redacted] had not recorded the $100 cas that I gave him I spent an hour trying to get was rightfully mines , I was given a written notice of the incident and was told someone would get back to me I have called numerous times either to told the party is out to lunch,you have to talk to the vice president , I will help you and still nothing been done nor have [redacted] or the Nugget tried to make some concessions. I was even told that because of the configuration of the check in counter they were unable to determine the transaction which I find very unbelievable (inferior cameras in a hotel CASINO) what is the real issue here. Please inform me as to what I need to do I'am willing to exhaust every effort to get what is mines.Product_Or_Service: roomDesired SettlementI want my money back and any other expenses I may incur in trying to resolve this matterBusiness Response Dear Customer Care Representative,Thank you for your recent inquiry regarding challenges at the Nugget Casino Resort. I truly apologize for the lateness in my response. On May 5th, we issued a check refund in the amount of $100.00 to the guest. It can take up to two weeks to arrive by mail. We have under gone new ownership this week and and are looking forward to many positive changes in our property and our policies.We appreciate your taking the time to contact us.Sincerely,Guest Service Manager

Poor customer service on the part of the staff and negligence on the part of the valet people. Stayed at the Nugget in Sparks late Sept 2015 and had the valet parking park our brand new truck which we had 4 days. When we went to pick it up Sunday am, I had to be at a horse show at the livestock center about ten minutes down the road in the next hour. We sat outside and waited for our truck and noticed most people who came after us were getting their vehicles. After 45 minutes we started talking to a couple next to us who had also been waiting quite awhile and we both went to the valet desk inside to ask what the hold up was and we were told the night before they rearranged a bunch of vehicles and couldn't find our vehicles. I started getting concerned about time and being at the show grounds and told them I would go look for the vehicle if they told us were valet parking kept the vehicles. I was told we weren't allowed in their garage. The couple we had been speaking to told me they couldn't find their keys and they spotted them in the safe when it was open, made the guys pull the keys out and were getting their car in the next few minutes. So we go back to talk to them and see if it was missing keys and found the truck wasn't lost but the keys were lost. I informed them I needed a shuttle ride to the livestock center and they did not respond to the need but told me they had another customer they needed to help first. I am now late to the horse show and ready to leave my husband there and take a cab. They finally decide at an hour and a half into it that they can use the set of extra keys I had in my purse to get the truck which they did and told me they would keep looking for the keys. The problem is as we just bought the truck the keys still had the dealers information on them so whomever has them also has the make and VIN number and could steal the truck. So now I am at the horse show worrying about the keys trying to get the horse in the show pen and trying to stay focused so I call the front desk and ask for the manager and I get put in the voice mail of [redacted] so l leave a message and tell her the hotel lost our keys and I wanted to know what the hotel planned to do about it. I checked my phone numerous times during the day with no call from valet and no call from the manager, [redacted]. We finish at the show and go back to the Nugget and are told they have no Idea where the keys are but security wants to make a report and they have a call into a locksmith. We sit in the lobby to wait and after twenty minutes I tell my husband to ask the valet people when might security show up which he did and it turns out the security person was in the office but they couldn't find anyone who knew anything about what happened and were just sitting in the office in a state of confusion. We pointed out that we could shed some light so the guy comes out with a form he wants me to fill out which I did. He takes my cell number and says he will call with an update on the locksmith and that he will speak to the front desk, let them know there was an issue and see about comping the room. We receive no call and went to bed around 11. Next morning we get up not knowing if the locksmith had made a copy or not and go to check out and we're told the assistant front desk manager, [redacted], knew nothing about the incident and wasn't allowed to comp a room but he would speak to [redacted]. He took my number and promised to call and so we go to valet and got the truck and two sets of keys as they had a copy made. As we are driving home the assistant manager calls and says they will deduct the resort charge of 10 per day but that is all for the stress and time lost waiting for a truck that they were not willing to admit they had lost the keys to. The big issue is the keys are still missing and someone if they looked up the VIN could still steal the truck. I believe the Nugget should pay to rekey the truck at the least. Comping the room would have been the correct thing and they wouldn't do that. We really felt like we were just bothering everyone. What a difference from the way the place used to be run and what a shame. Very different way of treating people than the other casinos.Desired SettlementTruck should be totally re-keyed and room should be comped.Final Consumer Response they contacted me and are comping the room.

This review is for the Nugget security staff, especially, Mark H[redacted]n. Beware of this unprofessional and extremely rude staff.
I have been patronizing this establishment for the last 2 years. I was a patron at the resort and was at Rosie's Cafe to have a late dinner at around midnight on Thursday 08/18/16. At 1 a.m.,I left the cafe and sat at a table in the Sportsbook with a laptop utilizing their free wifi. A security staff told me that I couldn't sit there although I wasn't bothering anyone.
I left and went to the Hotel Lobby to continue using my laptop. That was when I encountered the super rude and extremely unprofessional staff by the name of Mark H[redacted]n. I have lived for almost 40 years and never have encountered such a nasty and rude and horrible specimen of a human being.
Although I did not do anything wrong and in fact, patronized their restaurant, I was asked to leave the premises. Just because I wanted to utilized the wifi and power outlet with my own laptop. This is my first time being asked to leave a premise for using their wifi while patronizing the premise and spending money there. To add insult to injury, the exchange with the nasty Mark H[redacted]n can only best be left unsaid here because I don't know how someone like him can get a job anywhere in security. Normally, security at casinos in Reno are pretty cool and laid-back.
I won't be patronizing this resort anymore and would strong advice anyone to go somewhere else. There are much nicer casinos around Reno with equivalent room rates and courteous and friendly staff. I have been living here for the last 3 years, so, I can gauge the treatment I get from the different casinos here. Sparks Nugget used to be nicer under the old management, but, with folks like Mark H[redacted]n around, it can only go one way straight to the dumps from here forward.
And to think that I have stayed at this resort in the past. I regret every single penny I ever spent at this establishment. This is how deeply hurt and mistreated I am by this guy Mark H[redacted]n.
Beware! You have been warned.
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we contacted this establishment to find out when they were going to set off fire works and we were encountered by an employee who not only hung up on us three times he told s his name was [redacted]. I know [redacted] is a woman and I do not think she would hang up on someone asking when this company's fireworks were going off for fourth of july, even if it was not her job.Desired SettlementPlease educate your employees on how to be with customers and/or inquires about business conducted.Business Response Unfortunately, we do receive a very large number of calls for the same request during the night of the fireworks. I am sure that the operator you spoke with did not mean to hang up on you. I don't know the situation, but I am sorry that that happened and you felt that we did not want to help you. I can tell you that the operator you spoke with has a very similar name to "[redacted]", so I can assure you he was not trying to be deceiving when giving out his name. I apologize that you did not receive the best service when you called and we will definitely work on being better staffed during out very busy times.

I booked a room using pricelines express deal feature, the price was low, about $60 and the hotel was the NUGGET in sparks Nevada. The 14th floor room was in the West tower, the room decor was ancient, there was no parking at the tower the parking lot was converted into a drag strip for the car races due to start the following day. The walk from the parking garage was at least 200 yards through the maze of casino and other hotel facilities. It was horrible I reported my unhappiness to an uninterested staff and got deep response. I won't be returning","neg-2

The valet supervisor was very rude to me and my family. My vehicle was a 12 passenger van and we had parked the van 3 times earlier in the day in valet and the workers would take my van. The night supervisor told me when I got there this type of vehicle was not permitted to park in valet parking. I told him I had parked 3 times that day earlier and they had no problem. He said they were not supposed to park my van in valet. He was very rude just because I asked him if the employees in the morning were aware of the rules and types of cars they were supposed to receive? He started screaming at me telling me "he needed his job". I asked for a supervisor and he said he was the night supervisor. Me being a guest at this hotel for 2 night got really angry because I now had to park my van across the street from the hotel. We did speak the casino and hotel night supervisor to complaint but she looked like she didn't care too much. We also had another issue when we arrived to check in. Our rooms that we reserved and paid for were not ready when we tried to check in on Saturday morning. They said they would be ready till 10 am. We drove all night from [redacted] and were very tired. They ended up giving us two other rooms but one room we had reserved was a king size bed and they didn't have any and gave us 2 queen size bed rooms. Our stay here was very disappointing. Me being in customer service myself would of never treated my guest with that respect they gave us.Order_Number: room [redacted]Desired Settlementthis should of been solved by giving us what we had paid for and what they advertise. We should of got at least a discount or even an apology from the Valet supervisor. Business Response Contact Name and Title: [redacted] - DirectorContact Phone:[redacted]Contact Email: [redacted]I'm sorry to hear that you had an unpleasant experience in the Valet parking. It seems that there were some inconsistencies in policy enforcement, and I will be sure to clear those up. I apologize that you were affected by these inconsistencies, and I understand that was extremely frustrating. We do have some restrictions on vehicles that we are unable to park due to size or safety concerns. We have policies in place that prevent us from parking vehicles that may create a hazardous situation in the parking process, and we try hard to adhere to these policies in order to protect our guests' vehicles and our employees. Sometimes our employees have to make a judgement call about whether a vehicle is safe to park or not, and do so with the best interest of the guest and themselves in mind. That being said, this should always be communicated in a professional manner; rudeness is not tolerated. I can assure you this person's behavior is not representative of the standards for service at the Nugget. I sincerely apologize for the way you were treated.Sujeil Hernandez arrived shortly before 9:00am. We checked the first room into a King, as requested. We also checked the second room into a double queen because there were no other King rooms available at that time. We explained to the guest they could have the room with the double queens or wait until 10:00am for another room with a King. The guest accepted the room with the double queens. We do not guarantee specific room types ie, king, double queen, smoking, non-smoking, high, low, east or west. The guests received their paid accommodations. Thank You.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I don't accept this excuse. If we pay for a room to check in on Friday and for what ever reason we check in on Saturday in the morning we expect to have our room available when we get there. We traveled from [redacted] all night and we paid for one night that we new we were not going to use to make sure our rooms were available SAT morning. In regards to the parking I agree with the restrictions you have and I suggest you can give better training to your staff in regards to customer service. The only person I was happy with was the bell boy. This is the fist time and last time we will be staying at your hotel. thanksFinal Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)actually our reservations were for one room with a king size bed and the other room for two queen beds. as you can see you we got two queen size beds. also if we paid for the check in on for Friday at 3 pm and arrived on Saturday at 8 am, why would we have to wait till 10 am on Saturday to get our rooms? our rooms had to be ready at any time we checked in on Saturday morning. And also if you don't guarantee room types then what is what you guarantee? so you advertise for rooms that are not going to be available? We have used this site many times before and this is the first time we have had a problem at the time we check in. And no you didnt have a King size bed room at the time we checked in because you gave us 2 queen size bed rooms. and we did not pre register on friday actually your front desk called and send emails saying we had checked in when in fact we were still on the road. our trip was 9 hours long that is why we arrived at 8am on Saturday morning.. Final Business Response We do not guarantee room types. Guest REQUESTED two kings. We did not have two kings. We had one king and a double queen at the time the guest was pre-registered, ON FRIDAY NIGHT. Those were the same room types the guest received at the time he arrived. If he wanted to wait until 10:00am, we would have been able to accommodate his REQUEST for two kings. He chose not to wait. Sincerely, [redacted]. Director of Hotel Operations. Nugget Resort & Casino.

On May 17th, 2015 I checked out of the Nugget resort from room 1171. When I returned to [redacted] I realized that I left my keys in the hotel room. I called that evening, the next morning (18th) and the next day (19th). On the 19th I was told that my keys were found and was given directions on how to have them returned. That night I followed the directions on the website and paid $11.50 to have the item shipped back to me with priority 3-day shipping. On the 21st of May a shipping label was printed by the Nugget. This is where the information ends. I contacted the Nugget who told me that the package was shipped and that I needed to call the post office about the issue. I called the post office who began a 48 hour investigation into the matter. They called me back and said that if they had received the package (in office or by the mail carrier) it would have to be initially scanned. There was NO initial scan therefore the package had never made it to the post office. I called the Nugget back about the issue another 8 times. Each time an employee ensured me that they would look into it and call me back. There was not a single phone call back. Each time I called to ask about it I was explaining the situation all over again and starting from the beginning. At this point I have no idea where my keys are and the employees at the hotel are not taking this matter seriously. I contacted the Sparks/reno police and filled out a police report. I trusted these employees and paid them money to have my property returned and they have failed to show any interest in looking into this issue. The level of carelessness for someone elses property by this establishment has been absolutely unacceptable.Product_Or_Service: lost/stolen car and house keys on clipDesired SettlementI would like my keys found and returned to me. At the very least I would like the hotel to legitimately look into the issue and contact me. I would appreciate it if they would take this seriously. If the keys are not found I would like my money back - Which is something that I did request on June 3rd with no further response. Final Consumer Response My keys were found and sent back to me. I greatly appreciate it.