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| - As a business owner, having non-stop coverage and top-rated customer service is my number one priority. This is was the first in ten years that my company was going to be closed for one week, since Christmas fell on a Saturday. So when my family and I decided to sneak away for a few days we wanted only a five-star hotel to stay at.
My husband, two teenage daughters, and I stayed at your hotel from December 22 - 24, 2010. It wasn't going to be a long stay, but we were looking for quality. I have to say, the hotel fell short in many ways. Below are some points that I found to be substandard of a five-star hotel:
Upon entering the guest elevators, I noticed the crystal chandeliers had missing or broken crystals in them. It was quite trashy looking.
Upon entering my room, I was disappointed to find it dirty. There were LOTS of scuff marks on the foot of the door and baseboards...especially in the "bedroom" area. (This was room 12-312.)
The desk had a splintered area of wood on it that my husband sliced his ankle on, causing bleeding and discomfort.
There was so much wear on the lounge at the foot at the bed that the gold edging had worn off one leg.
My reservations were clear that there were going to be four people in the room...for which I paid $70 for. Yet, there were insufficient linens. I had to call down and request extra pillows and blankets to accommodate for all four of us. On that note, there was only one set of shampoo/conditioner/body wash and soap. There were only two water glasses...yet four people. This is NOT ample for four people...even for one day.
The safe did not work...even with the simple instructions provided. When I called down, I was told that someone would be up to "reset" it. We waited, and waited, and waited, then finally called down and told the operator that we were going to have to schedule it for later, as we needed to get something to eat and return to the room and wait.
We make reservations for the Blue Man Group on 12/23/10 @ 4:00 PM. I sat in the second row from the stage, in the farthest left seat. (If you were in the audience looking up at the stage.) The performance was enjoyable. However, my seat was wet. Not damp, WET. Even wetness wouldn't be too horrible if it didn't stink. It smelled as though I was sitting on a seat that someone had vomited on, or one that had been moist so long that it had started to mold. I ended up using my poncho, doubling it up, to try to put a barrier between myself and the sick smelling wetness.
Worse of all, the second night of our stay, the movie channels would not come on. The commercial that kept taunting us..."Stay in and watch a premium movie" kept playing, but we couldn't due to the rental service menu. Again we had to call for service. However, this time, the technician was there for hours, had to try THREE cable boxes and go down and reprogram them as the person on the other line of the phone didn't know how to. The technician left our room at 9:16 PM, too late for us to stay up for a movie. Our night was spent watching the technician try to do his job.
I mentioned my dissatisfaction to the clerk upon check out, and received apologies for the inconveniences. The employee deducted the "resort fees" and movie rental expense from the previous night. I appreciated his attempt to satisfy the situation, but do feel this fell short.
I'm at a point where I'm going to be leaving feedback on the standard sites, including Yelp, Yahoo, Google, Expedia, TripAdvisor, Travelocity, Hotels.com, VirtualTourist, MyTravelGuide.com, RateVegas and Bing. I'd like to give you an opportunity to make right before I leave feedback on our stay.
Thank you in advance for your attention to this matter.
Regards,
Angela O.
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