Fremont Hotel & Casino — Hotel in Las Vegas

I’ve been a loyal Boyd customer for many years. I live in the Midwest and play at blue chip. With my play, boyd has always taken good care of me in Vegas. Not this last time. Between the California and Fremont, I booked 3 rooms for 3 nights for a recent boys trip. Our flight got in around midnight and we headed downtown to get checked in. The front desk people were waiting for me when I showed up to the California. The front desk person yelled out “He’s here” and a gentleman walked up to “help” me. He informed me that I’d been “caught” breaking the comp room rules and the hotels wouldn’t be honoring my already confirmed comped rooms. This was such an embarrassing show in front of my friends. I explained that I didn’t feel I had been doing anything wrong. My last 10 visits to Boyd properties I had booked more than 1 room and it’s never been a problem before. I also asked when they “caught” me, why they didn’t pick up the phone and give me a call. I tried to escalate my problem to a manager, but instead they gave me a post it note with Sue from finances number written on it. I ended up getting one comped room and paying a players rate for another room ($28 a night). For $28 a night, they made me feel like a scam artist and embarrassed me in front of my friends. If it’s not allowed, why would the system process it and give me a confirmation code, and why did I get away with it for so long? I reached out with my frustrations on the survey they sent after my stay. I got a stock follow up email, saying they would look into my problem and be in touch in a few days - that was 10 days ago. Seems like customer service from top to bottom isn’t a focus for this group any more. Not that I’m a whale by any means but I am a good loyal customer that just wants to be treated fairly. At this point, there are casinos closer to my house than blue chip that have properties in Vegas, and I’ll likely move my play there. I have been an advocate for Boyd properties for years and years - we...

I normally take a plethora of photos to post along with my personal opinion (google review), but this time I did not and I regret it!

Long story short, we decided to take a brief 4 night 5 day trip to Vegas. We were done with the strip experience and all the craziness & overpriced amenities the strip hotels, casinos and entertainment offers.

The Freemont hotel and Casino in downtown was our choice. Overall we were very happy with our decision.

This hotel and casino are old school, as are most of the others down town. Don't let that discourage you. The hotel appears to have been renovated in the not so distant past. The king room we had was on the smaller size, but fine for us considering we were not in Vegas to hang in the room.

The bed and the pillows were very comfortable for us. The room was dark. The room was modernly decorated, clean and contained a dorm refrigerator. The bathroom was small but suitable and functional. The shower was AMAZING!! The shower head was like an industrial power washer massaging my body as I showered.

Because this hotel is right on Freemont St we did hear music, traffic and people during the weekend, but not during the week. On the flip side, you step outside and you are in the heart of all the Freemont St experience and has to offer. The noise,music, people, and traffic noise was minimal in our opinion and we were able to easily fall asleep.

Staff were helpful checking in and out! Security staff are on site. There was a plethora of police and security on Freemont St.

There are multiple restaurants on site as well as within walking distance. There are many other casinos, bars, clubs and the typical vegas oddities within walking distance. In totality, If you are looking for a great, reasonably priced place to stay for the purpose of gambling, partying, people watching and eating like a king, look no further than the Freemont...

My overall experience at Fremont was just okay. There were both positive and negative aspects.

Let's start with the positives. The room I stayed in was super clean and well-maintained. It had all the amenities one could ask for, making my stay comfortable. The hotel's location is also great, and I appreciated the kind and friendly service provided by the workers at the food court.

However, there were some areas that I found disappointing, particularly in terms of customer service. Having worked in the hotel industry for over 22 years, I may tend to overanalyze such interactions. I observed some cocktail waitresses attending to the table games who came across as rude. In one instance, I personally experienced being ignored when requesting a simple bottle of water for my mother, who needed it for her medication. This lack of attentiveness left a negative impression on me and my family.

The most disappointing part of my stay was the issue with the room type. Despite booking a room with two beds for my mother and myself, we were allocated a room with only one bed upon check-in. We were told that room types are not guaranteed and it was first come first serve. Working in a hotel, I understand that things like this happen, but the lack of empathy and proactive assistance in providing a rollaway bed at an additional cost was disheartening. As someone who understands the challenges of the industry, I had expected a more accommodating response from the staff.

I have chosen to rate my stay with 4 stars instead of 2, in the hope that my feedback can be used as a training opportunity for your team. I believe addressing these issues can help enhance the overall guest experience and prevent similar situations...