Sam's Town Hotel & Casino Shreveport

"Let's start with the good. The casino is located in a good central location so you can get to multiple casinos, the aquarium, and boardwalk.

Let's do the negatives. I called ahead and confirmed details for check in. We drove from north Texas for nearly 4 hours and got there to have no one outside to help with luggage. It wasn't crazy busy so I don't know what happened. I went and checked in at the front desk and met Debra. She wasn't too nice but not mean, just dismissive. She wrote on the key card slip the room number and muttered we were in the 4th floor and handed me the keys over. My wife and I self parked and lugged all out luggage ourselves from the garage. We got in the elevator and went to the 4th floor. When we got there our room number wasn't on that floor we went to go back to the elevator and saw the ac vents at the elevator all had black mold. We then went down to the parking garage floor and tried to figure out where to go. The room keys said 208 from what we saw. I suffer from ptsd and anxiety and began to have a breakdown about a multitude of issues from the travel and the check in experience. My wife went downstairs to get someone to help us and Debra came up to help. She was again very dismissive towards us and showed no empathy or any true service. She escorted us to the correct floor and room making snarky remarks and was condescending when we got in the room. We were in the room no more than 5 minutes before we noticed that there were stains of some sort in the bathroom (blood or something) and stickers on the floor. There was all kinds of chipped paint and damage, and the room smelled horrible. We then brought the full experience to the front desk supervisor Cedric who began to get combative with my wife and was disrespectful saying "do you want to check out" when we brought the room issues and experience concerns up to him. He then brought Debra on the phone to further try to confront my wife and belittle her on the phone. We asked for a call back to discuss out dissatisfaction and he decided to move us to a new room. He never made the call back to us.

Room 2 was trash. It smelled better but it was also very bad. There was vomit clogging the sink, stains on the sheets, all kinds of mess in the shower, a hair engrained in one of our "clean" towels. The sink legit smelled like vomit. We were there for the night and had already paid too much to afford another room and had to stay, but we avoided the sink as much as we could. We didn't spend that much time in the casino and spent the night out at live casino at an event. We should have stayed there instead.

During the check out process I was in the hall to get some ice and stepped on a screw in the hallway. The front desk person was much better to talk to and showed at least a little empathy.

Absolutely trash of a stay and garbage service. Front desk personnel had zero hospitality, little respect, and had trash customer service skills. The rooms we got put in reflected the hotel and their front desk's character and compatency.

Do NOT stay here unless you have no choice. Worst place I've stayed at in my life. As a Navy veteran with ptsd and a loving husband celebrating his wife's birthday, I ashamed I spent any time putting my wife or myself through this stay.

Update: They fully refunded the money spent on the stay. The leadership has my respect for reaching out and making this right."

Zak Thurman

"Came down from Dallas to celebrate my birthday weekend and the best part of this stay was being able to check out and stay at the LIVE Casino and resort down the street. The employees at the front check in/out were rude and disrespectful when we came into issues with trying to get to our room. The supervisor "Cedric" was confrontational and unprofessional. He kept saying he didn't know why we went to the wrong floor and I had to stop him from overtalking me and let him know the reason why we went to the wrong floor was because of his counterpart telling us the wrong floor number. He made matters worse by pretty much calling me a lier as he told me to hold so that all (3) of us discuss what happened by asking the other check in rep if she was incorrect in her information or not. I was upset over the whole process, there was no valet, other people told us only (2) elevators were not working and we had nobody or dolly to help us put our items in the room. The room had mold spots on the tile in the bathroom and had what looked like dried up blood spots on the rim of the tub. We ended up getting moved to another room that had debri and vomit flakes from someone else along with stained sheets. To top it off when we finally got settled and was able to take a shower our towel has a long curly black hair inside. Just gross!! The supervisor made it clear to me that he was not housekeeping and could not answer for it. Im sure we were topic of discussion as the bellboy who finally helped with the transfer of rooms made it very clear of the room number on the envelope and mentioned it more than once when he heard me talking to my husband. I was so upset with the horrible check in and disorganization of things and mentioned that I didn't feel like staying at the hotel anymore and instead of trying to resolve the matter or make things better he was quick to tell me he could check me out if I wanted. At check out my husband went to get ice for our cooler that his meds were in and stepped on a screw that was left in the hallway. Do not stay here by any means and till this day we are still waiting on a call back from Cedric about crediting the room. Guess his false promises go along with the poor service of this hotel. 0 stars!! Please hire new front desk employees. The current individuals lack hospitality and just basic empathy and customer service. #Livecasinoisbetter"

Corriene Davila

"The hotel and casino were very nice and well-maintained, but I was disappointed with the level of customer service. I requested a birthday balloon and was told, "We don’t do that." I also asked for a late check-out and was met with, "She ain't doing that today." The staff came off as unaccommodating and dismissive, which really took away from what could have been a great experience. A little more friendliness and flexibility would go a long way."

Angela Levine