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at the Golden Nugget Lake Charles
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Very unsafe - no enforcement of masking
Jan 13th, 2021
Safety during the pandemic was a real problem at this hotel during our stay in January 2021. We chose the Golden Nugget solely because they told me on the phone and published in their fliers that they required masking and social distancing. Additionally, on the phone, they volunteered that they had staff dedicated to enforcing these practices among guests and that they were not allowing smoking in the casino because it interferes with mask-wearing. We were very disappointed to find that none of this was true. - Approximately 40% of the people/guests walking around the hotel were not wearing masks, even though it was a state order, and we did not see any staff addressing it with these individuals or giving out masks. All staff members were wearing masks when around customers/guests. - When we first got there, two different times unmasked people walked on an elevator with us even though we were wearing masks. (So we got off. ) Throughout our stay, we had to exert effort to prevent ourselves from being enclosed in an elevator with unmasked guests. - In the one hotel restaurant in which we dined, several of the staff didn't wear masks as they worked around each other but away from customers. These staff did put on a mask when they went near a customer. I noticed a couple of other wait staff there wore their masks below their noses, even when serving customers. - In the casino, all staff wore masks, but many customers (40- 50%) did not. Smoking was allowed, as always. Every 2nd machine was out of service to provide some separation of users. In the evening, people were allowed to completely fill up and crowd together around all of the tables except for the 3-card poker tables, which apparently allowed only 3 people. During the time we spent in the casino, I saw only one staff person disinfecting, and only one time. However, sanitizing wipes were provided at regular intervals, which was helpful to us. The Nugget advertised that they were screening guests with temperature checks and questionnaires, but they didn't do this at check-in, nor the first time we went to the casino. Subsequent times we entered the casino, they did take our temps but no questions were asked. We weren't able to spend as much time in the casino as we would have liked, because of the lack of masking and social distancing and the number of people (although not full, there were enough people that it was hard to stay 6 ft away from others except in the morning). - The common areas of the hotel appeared to be clean; however, we didn't see sanitizing being performed in the common areas as we regularly do at other places during the pandemic. I saw one large bottle of hand sanitizer for general use at one of the restaurants, and sanitizing wipes in the casinos. As for the room, we stayed in a suite on the 20th floor, which was roomy and beautiful. The bed was comfortable, as was the furniture, and we enjoyed having a bar with barstools. There were 1-1/2 walls of windows, which was really pleasant, and they had workable light-blocking curtains. The main bathroom was spacious and had a very large shower. We also noticed that the water was soft, which we really liked. However, there were lots of little details that contribute to the comfort of one's stay that just weren't right, as in the following bullets. - Some drawers in the bathroom were very difficult to open and close. - There was a vanity and stool in the large bathroom, but the vanity had a TV on it. The lit makeup mirror was mounted on the wall so it couldn't be used at the vanity anyway, and obviously you had to stand to use it. - The freestanding tub was large and beautiful, but was uncomfortable for 2 average sized adults because the sides were so sloped that we kept sliding too far into the middle of the tub. And it wasn't wide enough to sit side by side. So we weren't able to lounge in the tub together as we like to when we stay in suites. - The shower was lovely, very large, and had a nice bench, but the shower head was mounted pretty high up and there wasn't a hand-held. This would work just fine for many, but I always want a hand-held, especially if the head is mounted high, or it's hard to get shampoo out of my hair. - There were only 2 small wastebaskets in our suite, and 4-5 would have been better, because it was 1000 sq ft, and they weren't being emptied due to no daily housekeeping during the pandemic. (No housekeeping was understandable and ok with us.) - The TVs frequently froze and had to be turned off and back on to continue watching. (A staffer told us they haven't been updated since 2016). The TV over the bar had no remote, so it was unusable. - Coffee and bottled water were complimentary, which was great, but we had to call for it every day, and although it should have been known to the staff that the suites are equipped with Kuerigs, they brought incompatible coffee packets every time. Additionally, the second day we requested 4 caffeinated, but they brought 2 decaf packets and 2 caffeinated. It would've taken more effort and time to get the right ones, so we just went to starbucks. - We tried to get some foam pillows instead of the super-soft feather or imitation feather ones in our room, but it was so difficult that we finally had to give up. The first night we called and called, but no one answered any of the numbers we called. The following AM we called and they said ok, but the housekeeper brought the same feather pillows that we already had in the room. I explained it to her again, and she said she would return with the right ones, but never did. We called again later that day and were told we would be charged if we wanted extra pillows. (??) I explained that we would be glad to trade the ones in our room for foam pillows, and the person said she would investigate if they even had any and get back to us, but she never did. We finally just gave up. Both of us dislike soft feather-like pillows, but we were stuck with them. - The bellman didn't get us ice even though we tipped him $10 and asked "how about some ice?" (ok, we could've been more direct - but we found this unusual). - The restaurants were open various and unusual days and times, due to the pandemic, which is understandable. The information we were given on a piece of paper at check-in didn't explain which restaurants were closed permanently, didn't explain what each restaurant served, and didn't provide menus. We couldn't find menus anywhere in the room, on the Nugget website, or on the hotel TV channel. Many of our phone calls went unanswered. We would have eaten exclusively in the hotel restaurants, but it was hard to get information, so we chose going out or eating snacks instead of dining at the hotel. - The website indicated that the use of the wet spa was included when staying in a suite, and we asked for and received confirmation of this verbally over the phone and at check-in. However, when my partner went to the spa, the staff person there repeatedly insisted that he couldn't enter even though he was staying in a suite. She finally relented, but only after considerable effort on his part. - Every time we called for something (pillows, coffee, water, etc), the staff had to ask for our room number. This is a security problem. I don't think I've seen this for 18-20 years. - Although the hotel wasn't very full so it didn't keep us awake or inconvenience us, the walls/floors seemed to be insufficiently insulated for noise. Once while I was alone and it was quiet in our suite, I heard someone in another suite sneeze, and one night when we were going to sleep we heard the guests directly upstairs moving something heavy across the floor for about 5 minutes. - The icemaker on the all-suite-20th floor was a cheap icemaker like you would find at a roadside motel or budget-minded venue like a church. It had no base/floor on which to set the ice bucket, just a hole in which the bucket didn't fit and was prone to tip. So you had to bend over, hold the bucket and keep it upright, find a way to also hold the plastic liner up and keep it from slipping down as ice drops, and push the ice button, which had to be depressed continuously - all at the same time. It was truly a pain, and a surprise in this quality of hotel, especially on a suite level. The workout room was very nice, clean, and empty. The wet spa was also very nice, clean, and only one other person was there (and only heard, not seen). The food at Landry's, the one hotel restaurant we patronized, was excellent, and we were able to request a table that was appropriately distanced from other diners. However, on the other side of the restaurant, the tables were about 1.5 ft apart and mostly full. We liked the staff in general - every staffer with whom we interacted was very friendly, approachable, and did their best to be helpful. (Except for the lady at the spa.) The hotel was nice, had comfortable furnishings in the common areas, appeared clean and well-maintained, and we generally liked our room. However, due to the safety issues we encountered, we definitely won't stay there again during the pandemic, and I wouldn't easily be persuaded to stay there again at all unless we were to get a really good deal and were staying only 1-2 nights. TRIPADVISOR.COM USER
Gokden Nugget is the Best hotel in Lake Charles
Jan 7th, 2021
My family and I visited the Golden Nugget Casino in Lake Charles and we decided to stay overnight at the Golden Nugget hotel. Best decision ever. The room was exceptional 👌 The view was amazing 👏 and the service impeccable! We loved it. I just so happened to leave my coat in the closet and I didn't discover that I had left until the next day. I called the hotel, all the while I'm thinking that I would ever see that coat again, just to see if it was found. I git the answering machine for lost and found and I left my contact information and what I lost. The very next day, I received a phone call from Cindy letting me know that the coat was turned in with it's contents in the pocket 😀. I couldn't believe it! Cindy was so professional and helpful and pleasant. I am so grateful and thankful for her and the staff at the Golden Nugget Hotel. She immediately helped me make arrangements to have it shipped to me, now that is customer service! Whenever I get the opportunity to stay at the Golden Nugget hotel you better believe that I will. Awesome place and service. Casino was great 👍 and we had so much fun! TRIPADVISOR.COM USER
Didn't meet expectations
Jan 7th, 2021
My husband and I stayed here for one night while in Lake Charles. Our room was spacious and comfortable. The bathroom is only separated from the bedroom by a sheer curtain. I found cleanliness was lacking and the toilet area a bit smelly. The balcony with lake view is really nice. We visited in January so due to the cold we couldn't make use of the outdoor amenities. I didnt like the smell of smoke in all the corridors and throughout the hotel. TRIPADVISOR.COM USER
GNLC has a great lost and found department!
Jan 5th, 2021
After a stay at the GNLC, I left something in our room but didn't realize it until we arrived home. The people that work in the lost and found department at the Lake Charles location were very prompt and helpful. They sent me instructions on how to retrieve my item and it was taken care of in a few days. Great job GNLC! TRIPADVISOR.COM USER
Beautiful DIRTY Hotel
Jan 4th, 2021
It’s sad to see how this hotel has deteriorated in the service and cleaning quality over the last year. Every corner is dirty. The floors in our room were filthy with hair, crumbs and even pubic hair.. the bathroom drawers had long hairs in them. The elevator buttons and garbages are filthy. Even the Starbucks is filthy! You NEVER see anyone wiping down slot machines, elevators, garbages, buttons, nothing. Not a good look during Covid. Service in the Casino is unfriendly, the 24k desk understaffed, staff seems bothered by you. Hotel is amazing, pools are amazing, facilities and restaurants amazing. Vic & Anthony’s was INCREDIBLE. Stunning resort, just desperately needs a new Hotel Manager. TRIPADVISOR.COM USER
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