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| - If you are looking for great customer service, this is not the hotel for you. What makes the Venetian so great is how large the hotel is, the large array of restaurants, the wonderful shopping, and it's close connection to its counterpart, the Palazzo. The problem is that the hotel has a lot of work to do when it comes to great customer service or great value. To begin with, check-in created a long waiting time. I reserved a room online, on the hotel website, the day that I stayed. This meant no discount and I was paying a lot of money. I wanted a mini staycation as I am local. There was a massive convention that day and they got great rates on their rooms. The room I reserved was supposed to have a really great view. When I got to the room, the door was a problem as I consistently had to put the key back in several times just to get it to open. Then, the view was mainly of the pool with a lot of structures obstructing the strip and I specifically asked for a view and that does not mean a pool view I called to make sure I was reserving appropriately and I was told view means of the strip. This is not what I got.
We ordered room service at night and were told that the wait would be 45 minutes or less. We actually waited an hour and 15 minutes for our food. We were less than impressed with this as we were debating between going down to eat or staying in as 45 minutes or less was doable. Adding an extra 30 minutes to that, as we were very hungry, would not have been doable, but we ordered and were stuck with waiting despite being told it would be 45 minutes or less.
When we called for valet the day of checkout, I was told that the property was too large for me to be able to call down for my car to be ready. Please note that Caesar's Palace is way larger than the Venetian and I have never had a problem calling for my car to be ready from any of its locations so this was a little bit disappointing for me. I brought my ticket down and we waited for our car. When the car was driven over, it was surrounded by several other cars within moments and we could not get out. We had to get somewhere and we had already waited 20 minutes for the car to come. The guy in valet, Richard, asked why we were in the lane that we were in and we explained that this is where the valet dropped off our car. He went on to say we had no choice but to wait until all the cars got out of our way and these cars had no one claiming them and they have not moved in a while, including two cars in front of us that had been there for the whole 20 minutes while we were waiting! He was very rude about it and we were completely beside ourselves. Being local, Las Vegas is known for customers service and this was the exact opposite of that. He continued to be very rude and as we were driving off, he was laughing, sarcastically, at us. I did call to make a complaint with the concierge but I do not know how far this is going to go.
This hotel was a fortune this Saturday and I paid it and I will not be considering paying it again. I will do what I can't to steer away from this hotel due to the poor customer service. The bed is just OK and the pillows are soft which may be too much for certain people, yet the room overall is nice. Still, Las Vegas has many fabulous hotels with very nice rooms and similar prices with even nicer rooms. I am very disappointed in the Venetian. I do not plan on staying here again. There are too many way better choices in Las Vegas.
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