| rev:text
| - THIS PLACE NEEDS TO BE CLOSED DURING RENOVATIONS! Why? Long story short...
I booked a four night stay and ended up switching rooms FOUR times!!
First room: no remote controls to work the TV's after five attempts of five different controllers.
Second room: Shower head didn't work and wasn't able to shower.
Third room: Around 2-3 am the people/room above us had the music so loud we couldn't sleep. And must have either left the jacuzzi or shower running because the ceiling started leaking into different locations of our room and damaged some of our personal belongings, while soaking our bed. We needed the front desk person to witness this for himself, since at this point we felt embarrassed of the prior complaints. At this particular time, we had no choice but to pack our belongings (both wet and dry) and switch to yet another room, in the middle of the night.
Fourth room: No supervision was held and the fire alarm was pulled by an unknown individual causing chaos. At this point we didn't care, we were just fed up with this place & happy to be checking out soon. BUT WAIT! There's more....
THE STAFF gives horrible customer service and needs better training/knowledge of their job duties/responsibilities. At check in, I was charged TWICE for our four night stay, an extra day that should have never charged, and other hidden fees that the front desk manager wasn't able to explain when questioned. Hundreds in pending fees that wouldn't be cleared & back into my account until Monday/Tuesday (when I'm back home from vacation) since I checked in on a Thursday following a weekend. The staff had no sense of urgency when visiting the front desk and/or calling to complain about these issues, they showed no empathy nor remorse and very unapologetic. This is understandable, due to the fact that they're under the supervision of a sassy (nicest word I could use to describe her) front desk manager Dee Anderson. When asked why the roof was leaking upstairs, that damaged some of our belonging, she stated "the people upstairs were being IDIOTS". At this point during check out, I asked Ms. Anderson if I could get in contact with her boss. Of course this wasn't possible (according to her),so asked if I can get the supervisors e-mail or fax (so I can send him/her a formal letter of complaint). Dee stated she didn't have this information and gave me HER business card and said "this can be sent to me and I'll make sure my boss receives it". I informed her that I would be doing my own research online and getting this information on my own (which I have and will send once finished).
I was a frequent visitor of formally known hotel Rumor Boutique Resort and NEVER had these type of issues. Unfortunately, this resort was bought off by Serene Vegas, an inn-place resort.
Serene meaning calm, peaceful, and untroubled; tranquil. Yeah, CHANGES definitely need to be made!
P.S. If your looking to use WIFI, we were told by the staff that it's not "Apple friendly" so good luck iPhone users!
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