Nugget Casino & Resort
Reviews and Complaints

Cameron (female) was very rude to my disabled Mother and Grandmother. It seemed like she was unhappy because we interrupted her meal which was all over her desk in the VIP lounge. She had a very condescending tone when my Grandmother who is hard of hearing asked her to repeat herself. The discourteous attitude your employee displayed is unbecoming of an individual representing your VIP lounge. My Grandmother (Ethel Hanzawa) and I (Aaron Mar) shortened our stay at your location partially due to this and the overall condition of the room she was assigned.

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 Alicia 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, Alicia. 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, Cameron, knew nothing about the incident and wasn't allowed to comp a room but he would speak to Alicia. 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.