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| - It's actually very hard to give this such a low rating to be honest. If I was just rating on our room, the facility itself and how clean it was I'd be giving it 10 stars.
However, I had this room booked for over 8 months. It was my milestone 50th Birthday and we've been planning it for over a year. We stayed here as my Fiance's Sister works for corporate which is part of this hotel chain. We have been so excited to stay here.
The hotel room is gorgeous. Everything you could ever ask for. Super clean and the staff is terrific. ALMOST all the staff.
We were in Vegas for an 11 day trip. We stayed at another hotel the first two days. Thanksgiving and the Friday after. So when I made these reservations we added two more days on to make it a total of 9 days here. I spoke to two different people about checking in early as we were coming from another hotel AND the Saturday we were checking in there was a Birthday party planned for me that night so I had to leave the room early. I also asked specifically for a room by the lazy river. These shouldn't have been any hard requests. Considering I made these plans almost a year in advance.
Well..We got there around 2:30. We knew it was a little early. Check in is actually at 4 PM. I asked if we could go to our room. I was told it was NOT ready. I find this hard to believe since checkout at Tahiti Village is 10 AM! There's no excuse of what I'm about to go through. From 2:30 until 5:30..yes that's an hour and a half AFTER check in..MY ROOM WAS NOT READY!! AND..you have to get back in this huge line every time I asked if it was ready. I asked over *FIVE* times. We had no clothes with us or anything as our bags were with the Conceirge. Finally, I asked for a manager. After waiting ANOTHER 15 minutes he comes out and tells us he's sorry we're going to send you to another room. OH..and for my troubles "here's two drink tickets" to the bar. Mind you..Neither my Fiance or me drink alcohol. Big deal.
So we finally get our luggage and head on up to our new room. Open the door to our room and it's absolutely filthy. Counters are sticky, popcorn, beads and screws all over the floor. We were pissed. Now I'm late for my Birthday Dinner party. We're both freaking out how dirty this room is and there's a knock on the door from housekeeping. This woman was a savior. Her name was Rosemary! She said, "what are you both doing in this room? It's not cleaned." I called the front desk and asked to speak to the manager that it was an unclean room and we needed to be moved. The front desk said the manager left. Wow! So you just send paying customers to a room and don't check on them after they've waited for hours? You just take off. The front desk told me they'll move me again. This is the third room now! We waited yet again another 20 minutes. No one came! Rosemary, again called them and said this room is absolutely no ready and someone needs to come up and move these two. She was amazing! They finally came and moved us to a new room. Now since it was so late I had to hurry and get ready and there was no time for my Fiance to make it. He missed my Birthday because of their incompetence on getting the rooms straight! AND..the manager just takes off and doesn't check to see if we're alright? You're kidding right?
The next day, I bumped into this wonderful lady, Rosemary! We thanked her over and over for helping us. We told her the whole story and she told me to call "Chris" the manager. I also wanted to speak to the manager and let them know how wonderful an employee Rosemary is. I left a message on Monday. Get a call back..NOT FROM CHRIS! From the same guy who moved us all over the facility and he said..Gee! I'm sorry go have dinner on us at the restaurant. I told him my Fiance missed my birthday. It went right over his head. It's why we came to Vegas in the first place. Chris told him to call us. So this is how a general manager runs this facility and doesn't face unhappy guests? Just throws it back into the same man who screwed up all the rooms?
We're not happy with the way we were treated. They didn't see to care. Except, Rosemary in housekeeping..what a gem! On the last day of our 9 day stay we finally used this so-called free comp dinner. Only to have it charged to me on my bill the next day! Because we added on the two extra days to our stay months ago..I guess the comp was only good for the first 7! You've got to be kidding me. So now I'm trying to get a refund on our big whopping 30.31 dinner.
Again, If I was just rating the place itself...I'd rate it huge! I don't think the managers have any clue how to treat customers.
I'll definitely be back here..not because of the staff by any means. Because we absolutely loved the place itself!
PREWARNING... doesn't matter how early you book or what you ask for. They don't care. Go with an open mind-it's a fantastic place!
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