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  • I want to publicly express my disappointment with the palazzo staff during my most recent stay. My family and I were escaping hurricane Irma (we live in southeast Florida) and trusted that the palazzo would take care of us. I was traveling with my wife, 3 year old and two month old. Our flight to Vegas was cancelled, resulting in us missing the first night of our stay. The palazzo could not have cared less and refused to refund us for the night in spite of us calling ahead to let them know we weren't going to make it so they could reallocate the room. I called Expedia (through whom we booked the package) and they were also told by the palazzo that we were out of luck. Expedia felt so bad for us that they gave us a $50 credit out of their pocket as an apology for the palazzo's unwillingness to help us. American airlines handled the flight situation with class, rebooking us on a flight first thing the next morning with no questions asked. Then, to compound things, our jet blue flight home was cancelled on Tuesday and the palazzo was unable (or unwilling) to accommodate us for the three extra nights we needed to stay in Vegas. Again, the airline took care of us by getting us rebooked on the next available flight. I recognize that the palazzo did not "have" to do anything but it sure would have been nice if they had given us a break. With all of the options of places to stay in Vegas I can assure you that the palazzo is no longer on that list.
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