Not for the Handicapped A review of Golden Nugget Laughlin
This family vacation was disappointing. I reserved two rooms a week in advance. A dual queen room with a view. and a room with a single bed. I asked if these rooms could be close together because it involved my sharing my two bed room with my elderly mother. The other room was for my handicapped brother. I was told that this wouldn't be a problem. We were staying two nights, Thursday and Friday. I would be meeting my family members at the Golden Nugget since we each were driving in from two different States.
When I arrived at the front desk early (1pm). I checked on the status of the room and was told it wasn't ready. That was not a problem, the problem was that I was told that my room was in a different building from that of my brother. I understand that not all room types could be next to each other but on the phone... I was told that this would not be a problem.
In order to ensure that our two rooms be on the same floor, I paid an additional $20/nt for the King room. My complaint is with the person that took my reservation. He was very accomodating and lead me to believe that we would be able to acquire these rooms without difficulty.
I explained my needs to your reservationist,the fact that my Mother was a woman in her late 70's and had difficulty walking and since my brother would be providing her transportation, it was important for all of us to have convenient accomodations.
But what really upset me was the indifference that your desk clerk showed in respect to my disappointment. Your lobby was virtually empty at the time I was checking on my reservations and she casually told me that we would not be in the same building.
I expressed my concern for My Mothers disability and agreed to the increase in room rate but believe that this all could have been avoided if the person that I made my reservations with would have suggested adjoining rooms at the time I made these reservations..
Finally when I returned to check on the accomodations I found that we were able to be on the same floor but that our room was the furthest room from the elevator to the Lobby but that my brothers room would be only two rooms from the elevator. There were 28 rooms separating us.
I had expected at least a coffeemaker and had hoped for a refrigerator and found that there wasn't even a pen in the drawer with the stationary. But the nicest thing about the room was the view that I paid extra for.. The room itself was also a disappointment in contrast to the beautiful lobby, grounds and casino. I had expected that the rooms would be equal in appearance but they were not.
The plus side of our experience is as follows: Great meals, great view from the third floor, room was clean and quiet, great security department that assisted my brother with his injured hand. Great parking area.
The unfortunate part of this vacation was it was a special time for me and my family and it was planned for the three of us to spend quality time together but the long walks down the hallway stressed all of us out.
We were able to borrow a wheelchair from the hotel staff but found it difficult to move up to the slots and the Casino aisles but was helpful in moving to and from the elevator to our room at the end of the long hallway.
I also work in the hospitality industry where it is important to my employer that we are honest, courteous and extend to our guests our concern and helpfulness. I felt betrayed by your reservationist and felt discounted by your front desk clerk. I would suggest that the desk clerks have a customer relations representative or a manager to intervene when a guest has reasonable problems to be addressed.