Location great, as is Las Vegas in general, just a poor experience with the hotel over a relatively simple issue. It was a 5-night stay with a group of 11 long-time friend's. Wider hotel facilities were good, but room decor was dated and TV signal kept dropping out. No other rooms in our party were impacted with the below issues. This is my first post on Trip Advisor.
Day 1 - on arrival, found a flick-knife in our room. Reported it to reception. I understand that mistakes happen. At 11.30pm, two new guests were given keycards to our room and gained access whilst we were sleeping, making our keycards invalid. Thankfully, we were in the room at the time, and both male adults, so not in any physical fear. Again, mistakes happen. We were told to go down to reception to check-in again (it’s past midnight by now after a very long day of travel from London). Was advised our room wasn’t paid for, so I would be charged for each night of our stay on top of the expected room tax, minus a small complimentary for the flick-knife. We had booked our trip through British Airways and rooms were included, which I explained. I was sent 3 x pro-forma’s from a ‘no-reply’ email address detailing costs totalling $1,100. No signatory on any of the emails, just an automated “thanks for joining us”. This proved to be a 3rd error on our first day.
Day 2 - went down to reception with the lead booker of our trip, and the BA booking info, to provide proof of payment. We were told there was no outstanding amount showing against the room, so likely it had been resolved.
Day 4 - I noticed 2 x $400 transactions pending from the hotel on my credit card. I raised an online complaint. Response time on online complaint would’ve been after departure so asked to see a manager to resolve in person. Didn’t get to speak to a manager, but given a printed $0 pro-forma. No explanation was provided and this pro-forma wasn’t emailed to me. Felt fobbed off and not reassured about the x2 pending transactions.
On checkout, I explained the background again to a 5th different member of the reception team, looking for reassurance around the still-pending transactions. The lady couldn’t confirm why there were 2 x charges, but said they would likely be cleared, which they now have been.
After returning home, I received a reply to my online complaint, so in response I summarised my full experience to provide customer feedback. Received a ‘Glad you enjoyed your stay’ automated email, closing my complaint…once again from a no-reply email address.
Hotel Tips
- 5 minutes with a suitable manager could’ve resolved this early in the stay.
- Not using no-reply emails to communicate issues/bills, allowing me the opportunity to share booking information in reply, could’ve dealt with the subject efficiently.
- A sensible acceptance of errors email, would’ve prevented this post.
All the above covered within a salaried hospitality team and no need to comp anything.
Future guest tips
- make sure you take the names of each person you speak to around any complaints, or insist you speak to a manager. Unlikely you’ll see the same person twice during your stay so lots of time spent explaining the background, and that’s after queuing to get to the reception desk.
Saying comp’d, with no context, could seem like good customer service for some guests, but I only wanted an explanation and confidence around pending charges. I happily pay my way and very rarely complain over service. Far from a high-roller so didn’t expect top level service, but this was a new low after 35 years of using hotels around the world. I’ll happily return to Las Vegas, but I can’t recommend this hotel chain unfortunately.
