2/10 Poor
Nov 26, 2024
So Sad
My recent check-in experience at the Pioneer Casino in Laughlin was one of the most frustrating and unpleasant encounters I’ve ever had at a hotel. The front desk staff, particularly the woman assisting me, was incredibly rude, unhelpful, and dismissive throughout the entire process.
Despite having a reservation, they claimed they couldn’t find it in their system and made no effort to resolve the issue promptly. Instead, they called Hotels.com and insisted I wait until the reservation was updated in their system. Rather than taking ownership of the situation, they acted as though I had done something wrong. Their attitude made an already stressful situation much worse.
After finally resolving the issue, I was told I had to get back in line, adding insult to injury. The lack of empathy, basic customer service, and professionalism was appalling. It felt like I was more of an inconvenience than a guest.
This experience set a sour tone for my stay, and I wouldn’t recommend this hotel to anyone based on how poorly they treat their customers. It’s clear there’s a need for training in customer service and problem resolution. Very disappointing.
Darren
Darren, 1-night business trip
Verified Hotels.com guest review
