Golden Nugget Lake Tahoe Hotel & Casino

Reviews

• AT

  Anh Tran

  6 days ago
  1.0
  I made a reservation directly on their website and did not receive an email confirmation. I called the hotel and they couldn’t find my reservation but they said to wait 24 hours. They also mentioned their direct website can lead to a third party website which doesn’t seem right. I also sent an email to their reservations email contact but didn’t receive any responses. The day after, I still didn’t receive an email confirmation. Luckily I had screenshot the webpage after I booked so I still had my confirmation numbers. I was then able to request the confirmation emails on their website. However I had an uneasy feeling since my card hadn’t been charged yet so I called the hotel a few days after. They again said they couldn’t find the reservation and kept asking if it was a 3rd party reservation. I again told them I reserved directly on their website. The rep said she’d transfer me to the front desk to look into it and when the front desk picked up, it was for Las Vegas instead of Lake Tahoe. What a waste of my hour. After sitting in silence supposedly “on hold”, I eventually hung up and called the hotel again and a different rep was finally able to locate my reservations. This should not be such a difficult process especially for booking directly through the hotel website. A very bad experience before our vacation even starts. All these calls are reportedly recorded so I hope they are reviewed for better experience.
• CC

  Chris

  Nov 14, 2025
  1.0
  Not sure where to begin. No hairdryer? 3 broken lights, wrong instructions from staff? Wrong room booked? Gas smell in every hallway?
• BF

  Brandon Frampton

  Nov 6, 2025
  2.0
  It’s under construction… The room was recently remodeled. They would not help me with all my luggage as I was there with a conference. They would not let me take the trolley, and the only other bellhop was helping somebody else.
• HN

  h nguyen

  Oct 23, 2025
  1.0
  Very Disappointing Stay at the Golden Nugget Lake Tahoe – Poor Service, Overcharges, and Zero Accountability My family and my friend’s family stayed at the Golden Nugget Lake Tahoe for three nights. We booked through a third-party site about a month ahead and got a good rate, so we were really looking forward to our trip. Unfortunately, the experience was one of the worst I’ve ever had at any hotel. 1. Poor Room Conditions and Unhelpful Staff: From the moment we checked in, things started going wrong. The heating in our rooms didn’t work at all, and since it was cold in Lake Tahoe at night, this was a real issue. I went to the front desk to ask for help, but the receptionist had a terrible attitude — very dismissive and unprofessional. Instead of trying to fix the problem or offer another room, they acted as if it was a bother for them to even listen. I’ve stayed at many hotels, and I’ve never been treated this way. 2. Parking Problems and Hidden Fees: We were charged $22 for parking, which would have been fine if it worked properly. But when we tried to leave the parking lot, the card they gave us was invalid. I had to go all the way back to the front desk to get it revalidated. Again, the staff were rude and seemed annoyed. No apology, no courtesy — just bad service. 3. Billing Confusion and No Help During Checkout: On the last night of our stay, I checked my credit card and saw higher charges than expected. I went to the reception to review my bill, but they told me they couldn’t help at that time and that I could come back at 6 a.m. before checking out. The next morning, I went at 6 a.m. as they said, but there was no one at the front desk. I had to leave the keys and check out without seeing any final bill. 4. Overcharges After Leaving: Two days later, I checked my bank account and found that I had been overcharged by $250, and my friend who stayed in another room was overcharged by about $100. Both of us had already prepaid for the rooms. When I tried to call the hotel to fix this, I went through a long and frustrating process. Their phone system has an AI answering machine that makes it almost impossible to reach a real person. After several attempts, when I finally got through, the calls kept getting disconnected or transferred around. 5. Rude Supervisors and Lack of Responsibility: When I finally spoke to a supervisor, he was very rude and dismissive. He told me that since I booked through a third-party site, the hotel hadn’t been paid yet — basically blaming the booking site instead of checking properly. I asked him to send me my bill, and when I got it by email, I saw that I was double-charged. I requested to speak to the manager, and after waiting about an hour, I finally got a call. The manager admitted they had overcharged me by $300 and promised I would receive an email confirmation about a refund. However, I never received the email or any written confirmation. 6. Still No Refund and More Poor Service: The next day, I had to call again. I spent another hour being transferred multiple times before reaching a supervisor. That supervisor said I would receive the refund within 10 business days but refused to send any paperwork or confirmation. It’s been extremely frustrating, and I still haven’t received the refund as promised. Overall Experience: This entire stay was stressful and disappointing from start to finish — from broken heating and rude staff to billing errors and unprofessional management. The customer service at this hotel is terrible, and they clearly don’t take accountability for their mistakes. I’ve stayed in Lake Tahoe several times before, and this was by far my worst experience. I will never stay at the Golden Nugget Lake Tahoe again, and I strongly recommend other travelers avoid this hotel. The price may seem good at first, but the stress, overcharges, and lack of respect from staff are absolutely not worth it
• GS

  Guardian Sheepdog

  Oct 20, 2025
  5.0
  We checked in on October 16, 2025. We were on 11th floor, lake side. We had a great experience! Excellent front desk staff, phone personnel (Kimberly) and room service attendant. Elevators are the best! Fast and reliable but with loud beeping lol. Hotel coffee shop staff in the lobby are very friendly and accommodating. In the coffee shop, I met one of the hotel front desk staffs (I guess). She's a white elder lady (forgot her name). She was very nice and sweet. Even though she was on break or just getting her cup of coffee, she still showed excellent customer service... She took note of my concern and took care of the issues. Hotel parking are great too and value oriented room rates -US Air Force Combat Veteran

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