| rev:text
| - The hotel is clean and new. The free wifi in the rooms worked fine for us. The beds were super comfortable.
The phone in our room screeched in one's ear whenever we tried to use it -- it was impossible to hear anything and we eventually had to use our own cell phones to make calls that should have been local on our hotel phone (we're from another country). The breakfast staff unplugged the waffle machines half an hour early, and when my sister tried to use it, she stood waiting for it to cook (which it didn't). Finally she asked a breakfast staff person, and by that time breakfast was almost over so the person got upset that she was using it.
Other than the little complimentary breakfast, there is no other food available anywhere near this hotel. It is difficult to walk to places; you must take the shuttle to the Las Vegas Strip or a nearby outdoor mall if you are hungry or thirsty. There is a vending machine for drinks and one for junk food snacks, but the drinks one was empty because there was a kids soccer team also staying at the hotel, and the snacks one was out-of-order. There is no room service, gift shop, or convenience store type of thing to get a juice or snack. When we asked the front desk when they usually refill the drinks machine, they had no idea -- that was seriously their answer.
But most of the negatives that we experienced were related to staff and customer service. The women at the front desk seemed inexperienced and weren't interested in finding information that they should have had on hand to help their guests. For example, the second day of our stay our room didn't get cleaned. When we inquired at the front desk, they didn't have any idea on anything related to this. We chalked it up to an honest mistake. But then on the fourth day of our stay our room was again not cleaned. By this time, we had run out of toilet paper as well. When we arrived back at the room and found it hadn't been entered, we called the desk and inquired about it again, and they again were clueless. Then they said that the housekeeper had reported that our room had been occupied all day -- we were actually out shopping on the strip the whole time. In fact, because our room had been missed a couple of days prior, when we left that morning we saw the housekeeper in the hallway and let her know that we were leaving for the day! When we called about it, we asked that they at least send up towels, facecloths, and toilet paper, which the front desk said they would send right up -- but didn't. 45 minutes later, my sister finally had to go down and use the public washroom beside the swimming pool. My mom had to go down to the housekeeping room on the main level and ask for towels, facecloths, and toilet paper, and bring them back up to the room for us.
The shuttles were ok, but when we'd call the front desk to request a pick up they would give out a time that never seemed to match up with the actual time of arrival. And if we called back, they seemed unaware that we had already called, even though they ask for the room number every time.
Out of all the clueless staff at this hotel, there was one shuttle driver that had been giving us (as well as all other guests, we noticed) absolutely amazing service the entire time. He said he'd only worked there for 6 months -- too bad the rest of the staff can't learn from his good example. I wish I'd gotten his name so I could give him proper credit!
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