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| - My husband and I were celebrating our 5 year anniversary, and I found a fantastic deal to fly to Vegas. I just had to book the hotel, we saw a GREAT deal on Travelzoo for SLS. It stated you would be in an upgraded LUX Suite with wonderful amenities and two drinks free for every night stay. The deal was so good that when I called to confirm the deal the SLS Customer service did not even hear of this deal yet when I purchased it. Plus the hotel was booked solid the weekend we picked because of a big marathon.
I should have known things would go downhill the moment we waited about 45 minutes for our shuttle at the airport that was only supposed to be a 10 minute wait. We called the hotel twice to make sure the shuttle was coming as it was the last stop of the night, they informed us a few minutes because he was dropping folks off at another terminal so we said ok and they didn't show up for another half hour. SIGH..
We get to the hotel roughly between 8pm and 9pm and when I got there was told that since the hotel was "sold out" and we were checking in late that they did not have any non smoking rooms available and only a smoking room. My husband gets a severe sinus infection when he is around the "smoke" smell for too long. So we said we really need a non smoking room and they "Assured" us that the room does not smell like smoke and that they deodorize the room. we accepted and went up to our "lux suite". The room smelled horrible, the wallpaper in the bedroom was made of cloth so the smoke smell was just overwhelming. We immediately called the front desk and said we need to switch rooms and that it was not good for us to be there. they told us to leave the room for an hour and they would deodorize the room again. We left and came back and it was horrible, we begged to be in another room even if it was a downgraded room we didn't care we needed to get out of there. They were very unaccommodating and said we had to stay in this room until the morning when they would be able to help us.
Needless to say my husband and I stayed out all night to avoid the horrible situation we were forced to be in. we came back and slept in the room, we woke up and called the exact time they told us to all and they said " we have a room on hold for you but it's not clean we will call you when it's ready" Oh vey! ok so we got ready and an hour and half later we called again, and their response" it's still not ready so you will have to wait" and we said we are not waiting in our room all day for you this was supposed to be done in an hour and what are we supposed to do wait in the hotel and not leave until you have 1 room clean?
You would think they would be more accommodating to us since we had such an issue, they did offer us a $50 credit voucher for food, but this running around and waiting was very inconsiderate. We just said we cannot wait, and we went down to the front desk and spoke to someone and the moment we said anything she said oh I have a room it's ready here you go, WHAT!! The lady at the front desk was very helpful but really why were we just told nothing was ready for us 2 minutes ago now all of a sudden they have a room?
After this incident everything was ok, we decided to play at the SLS Casino as well and we played for well over an hour lost money but what made us more mad was that during that hour or so not ONE waitress came over to ask for a drink, the pit boss even said he was going to get someone for us and that never happened. I found one waitress and she said oh this isn't my area i'll get your waitress..never did.
Overall the food we ate at Umami Burger and Northside Café was very good. We especially enjoyed the cocktails at Umami Burger they were fantastic!
I would not stay here again, it really made us feel disappointed. I work in Customer service and I try not to make a scene or be angry because I know they go thru a lot but if someone was somewhat nice it would have made the difference, the girl at the front desk was the only one. I wish I caught her name. She was fantastic and they all should take lessons on Customer service from her.
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