Denny's — Restaurant in Paradise

Dear Denny’s Customer Service Team,

I am writing to express my dissatisfaction with the service and experience my family and I have encountered at your Denny’s location at 169 East Tropicana Ave, Las Vegas, NV, over the past week. While staying at the Candlewood Suites until our new home is ready, we have visited this location daily, but our most recent visit on September 9, 2025, at approximately 6:50 PM was particularly disappointing and has led us to decide not to return.

For the past week, we have consistently ordered the $5 value meal, and I was permitted to substitute hashbrowns for fries or potatoes without any additional charge, as confirmed by our waitress. However, during our visit on September 9, the manager on duty informed me that substitutions were not allowed for the value meal, citing instructions from the general manager. This inconsistency in policy enforcement is frustrating and confusing. If substitutions are not permitted, why were they allowed without issue for the entire week prior?

Additionally, during this visit, my order was prepared incorrectly. I requested scrambled eggs, but our waitress, Kimberly, served me runny eggs with cheese, which was entirely unacceptable. This error, combined with the manager’s dismissive response to the substitution issue, significantly marred our dining experience.

As a result of these issues poor service, incorrect food, and inconsistent policy application we refused the meal and will no longer patronize this Denny’s location. This experience has tarnished our perception of your brand, which we had previously enjoyed.

I kindly request that you investigate the inconsistent application of policies at this location and address the service issues we encountered. I would appreciate a response outlining any steps you plan to take to ensure other customers do not face...

Denny's in Las Vegas ( Tropicana/across the street or adjacent from MGM hotel ) is definitely a few steps above and beyond any Denny's restaurant that I have eaten at... Excellent staff & management is on point... Food was hot, fresh, and prepared by experienced line cooks... Never a long wait to get your food order... Restrooms were well maintained and clean.... I went to Denny's on 3 different occasions during my last weekend trip to Las Vegas and on all occasions I received superb service and excellent food...not to mention my waitress ( Mimi) was friendly, attentive, and made my eating experience very enjoyable. I love it when I don't have to remind wait staff to have everything in order for your meal and you do NOT have to look for them for a refill on your beverage. For example: A waitress/waiter who automatically brings ketchup, mustard, mayonnaise to the table when that's basically what is needed when ordering Cheeseburgers and french fries... there is nothing worse than waiting on condiments while your food gets cold...especially when they were requested at the same time you placed your order.... This location is above & beyond any Denny's that I have ever patronized, and I will continue to eat here when I visit or step foot in Las Vegas!!

Additionally, I want to illustrate that the manager ( Carlos) was totally helpful, kind, and professional when I called to ask for assistance concerning another personal issue and the longevity of their surveillance system because of something that happened down the street from the restaurant and the criminals in question who made threats to rob me happened to walked in the direction of Denny's and any surveillance cameras or footage to hold the criminals accountable while dealing with Metro Las Vegas police department to file a police report!

This Denny's...

Abe is the most rudest customer service representative that I have ever seen. We walked to the counter to order as the posted sign. We were the only people at the counter and asked for a menu for a to go order. She got agitated and slammed the menu on the counter. We figured out what we wanted to order and waited for her attention because she was talking to the cook in Spanish with her back toward us. When she turned around to ask if we were ready to order, we said that we were ready. I began to give her my order, and she cut me off to say that paying customers came first. There was a couple who walked up behind me. She took the couples' payment and turned to roll her eyes at us. She asked if we were finally ready to place our order. Once again, I began to give her my order. She huffed and puffed as though I'm aggravating her. My husband asked about an item on the menu, and she blew her breath at him. We eventually got our order taken. The professionalism was not evident at all. The atmosphere was thick with attitude and frustration for doing her job. If you don't like your job then find another one suitable for you.

*Next day, follow up my husband got Food Poison. That was the only food that he ate that day. Vomit and extreme diarrhea were the business of the day. Don't patronize this...