My husband and I booked a Strip View suite through AMEX Fine Hotels and Resorts. We were bringing our 17 and 14 year old sons for the first time to Vegas. We arrived at check in, the front desk had an upgrade available which is part of the AMEX perks so we took it. We went up to our room which was on the eighth floor, and couldn't wait to show the kids the "strip view". When we opened the shades we were looking directly at Treasure Island.....confused by the "strip view", we went back downstairs, got back in line and spoke to the desk. We explained that we booked a strip view but our room was directly facing TI and we were unsatisfied. We got a new room, which was smaller than the original room, but was told it was a "strip view" and we were ok with that. We went back upstairs grabbed the kids and headed off to our new "strip view" on the 34th floor. Opened the shades only to find now were were staring at the mountains, Treasure Island and now Trump Tower, it was like Groundhog Day. We went back downstairs, got back in line, spoke to the desk and explained we booked a strip view, we have already moved twice and we are still staring at the mountains. The front desk said "the company states that any room that is facing Las Vegas Blvd is what they consider a strip view".... We were given a new room on the 38th floor, but this time I could tell the front desk was hesitant to move us. I explained that we visit Las Vegas a lot and anytime we've booked a strip view we are actually looking at the strip, not the mountains. The kids are annoyed now and its been 2 hours since we originally checked in. We head up to the 38th floor and sure enough, the exact same view of TI, Trump Tower, and the mountains. At that time my husband got an automated text asking about the room. We replied to it and stated how we were unsatisfied with the strip view that was not a strip view at all. A manager from that automated number called us. I explained to her what was happening and that we moved 3 times already and the views were all the same. She stated the same thing the desk did "the company states that any room that is facing Las Vegas Blvd is what they consider a strip view". I explained that I even went back and checked the fine print on our reservation making sure I didn't misinterpret the strip view, because if the error was mine I would not have complained. She said that the next day there may be a different room available but we'd have to check tomorrow morning. So, we unpacked a few things and went out. The next morning we went down to the desk and were given 2 one time keys for 2 separate rooms and to pick the view we liked. We looked at both rooms and finally 1 of the rooms was an actual Strip View; looking down the blvd at all the hotels. We packed up again and moved into our strip view room, as originally booked and paid for, and assured the kids we wouldn't be moving again.
At the end of the day, we feel The Palazzo falsely advertises their strip view. Every other hotel will tell you if its a mountain view, partial strip view, city view, sphere view, strip view etc etc. To say that I am unhappy about the entire situation is an understatement. All we wanted was what we originally booked and paid for which was a strip view, not a partial strip view, not a mountain view, not a view of TI, and not a view of Trump tower. We moved 3 times to 4 rooms until they finally got it right.
I hope this review helps people understand what they are paying for and that their strip view might actually be a mountain view.
The reservation was under Silverio Baranda and we ended up in 48916 as our final room.
