Irv's Burgers — Restaurant in Spring Valley

I visit the Durango at least once a month if not more. I have celiac disease. Many of the restaurants are very understanding of my gluten allergy and Irv's claims to be as well. I had a really bad experience the last time I was there and I had asked for my meal to be on a separate tray and to follow cross-contamination procedures like changing the gloves etc. So I order my meal they assure me they will take all precautions. So I'm watching them and the lady preparing my lettuce wrap burger is buttering the bread... so she's handling gluten and then she goes to make my lettuce wrap burger right after. Had I not paid attention this would have severely made me sick and is not following cross-contamination protocols. And my order was specifically marked gluten-free. Then when they plated it, they plated it on the same tray as all the gluten items my friend ordered and even the cashier was noticeably frustrated by that as well as he specifically told them. They did offer to remake my food but the lady behind the counter threw a lot of attitude when she was correctes and eye rolls and how she did follow proper cross contamination guidelines. But I literally watched her the whole time and when somebody has celiac disease and is asking for gluten-free you shouldn't be buttering bread and turning around and making their burger after. I did send an email to corporate and I did not hear anything back, my concerns were ignored. The food here is amazing and I visit this hotel casino very regularly and am a platinum member. But now I am concerned that cross-contamination procedures are not being properly trained to the staff here. So I cannot confidently eat here any longer which is a shame because I love the Durango and I come there often.

So if you have allergies this probably isn't the best place to eat because they do not have proper cross-contamination training and when you call them out and ask them to remake it they get attitudes. This is a matter of me getting sick for weeks on end and causing my in small intestines to disintegrate essentially and take months of healing for my intestines to get back to normal. it's not a fad diet it's a serious matter for celiac disease people.

The cashier was amazing it's always the same guy he's great I don't have any qualms with him. He's so busy all the time taking orders he can't monitor what they're doing. But the kitchen crew really needs to be retrained on allergies. Every other restaurant at the Durango is very good about cross-contamination and this one has been good in the past but...

First time trying Irv's Burgers. This location is at the EAT YOUR HEART OUT Food Hall at the Durango Casino and Resort. I tried their Turkey Burger with everything, cheese and their Onion Rings with a side of Ranch Dressing and BBQ Sauce. The turkey burger was well-seasoned and cooked perfectly. Many times when ordering a turkey burger out it ends up dry but not this one. It was juicy and flavorful! The onion rings were crunchy but not oily and tasted delicious. Whatever seasoning they are using is great. Their pricing is fair and the portion size of each was perfect for a meal that will leave you feeling well-fed. The staff moves very quickly and is very friendly. The wait time was as expected for a freshly cooked turkey burger. It is usually very busy during peak meal times. You order from a cashier. The menu is overhead. They call your name or order number. There are lots of things that sound delicious on their menu that I have yet to try but I will be coming back for more! They also have a breakfast menu that I hope to try soon as well. There is free self-parking on all sides of the casino and resort including one immediately adjacent to the Food Hall. There is also a free self-parking structure on the Food Hall side that has elevators that take you directly to the Food Hall area within the casino. There is a lot of comfortable seating throughout the Food Hall as well as an outdoor patio with plenty of seating, large overhead fans, and a partially shaded area covered by a trellis. I also must mention how incredibly clean and well-maintained the seating area, the parking lots, and the restrooms within Durango Casino are (as well as the casino itself). Thier internal maintenance staff are very visible and always keeping everything super clean throughout the place! The casino is open 24 hours. Please check on-line for specific hours for...

My experience was on 12/25/23 between 9p-10p, to be specific. The order: 2 x Cheese burger combos

Starting from the cashier... The guy working the front seemed new, and I had lots of patience for him, so kudos to you for dealing with a lot of customers that night. I even left a tip!!

The guy assisting him was great. I forgot to tell the cashier that I wanted our food to go. So I asked the guy helping the cashier, and it was no trouble.

Our food was ready for pick up, and it was on a tray. A female working the line delivered it to the counter. So I asked the lady verbatim in a respectful manner, "I'm sorry, but may I have my order to go, please?" And this dumb broad decides to grab the tray with our food on it and slam it on the counter, causing the tray to slide because I asked for it to go. The fries spilled out, and she shoved everything in ONE bag!!!! It's really not that hard to say okay, no problem without an attitude, especially when the customer was being polite. When I witnessed her attitude, I walked away and said, "Wow! So much for tipping! Didn't realize an attitude came with my meal!" 🤷‍♀️ I'm not sorry for saying that to others. It was a warning.

If the owner of this place looked through their security camera, maybe send her through customer service training or fire her cause she's not fit to work in a restaurant and feeling "stressed" because it's busy.

I've worked in a fast food/restaurant setting even on holidays, and NOT once have I thrown a tray of food for a simple request, especially in front of...