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  • We checked into the Palazzo for a long weekend on 10/12/16. We had stayed before and were looking quite forward to our stay. This was short lived. Though the property is as well maintained and as beautiful as ever the customer service at the hotel has gone down to zilch. We had no issue checking in as the front desk clerk was really very nice and helpful. The security guard at the elevator banks where they are supposed to check room keys was basically asleep at the wheel the entire time and ignored most guests going through. The real issue with our stay came when we went to TAO Nightclub. Within minutes of arrival my husband realized he had been pick pocketed. So we immediately left and went to speak with security. After reporting the theft we decided to call it a night and went back to the room only to realize that my wallet had also been stolen from my purse. A few swipes of the finger on my cell phone told me that my credit cards had already been used at a gas station off the strip even though it had been missing half an hour. This was a pro thief. Went back to TAO only to be told there wasn't anything they could do and sent on our way with little concern. Went and found a security guard who advised there was nothing he could do. I begged and pleaded to get some sort of report to present to police to file a report because I knew they would need something from hotel. It is important to note that the first thing the police asked for was an incident report from the hotel. The security did not want to help us. A manager came out and got involved and was also less than helpful. We were never asked to sit down or taken someplace private to discuss our situation. We were never offered any assistance, information or otherwise to aid in dealing with the issue. We were not provided with details as to how to file a police report: where to go, who to call, etc. After spending well over an hour we weren't even offered so much as a glass of water. That night I spent until 5am calling credit card companies. Then I had to spend 90 minutes holding to find out the address to file the report only to taxi over (20 min) and then wait 2 hours to file the report and taxi back... The hotel did not get in touch at all after the incident to offer an apology or make sure we had obtained the necessary paperwork. Not another thought was given. At the police station I learned that 40-50 people per week come in and file the same reports from TAO Nightclub and TAO Beachclub. Obviously, this was very distressing to hear. We are careful to protect our belongings. We utilize the hotel safe because it is recommended by the hotel. We would have heeded the same warnings had we known theft was a huge issue in the nightclubs. I feel that the hotel didn't do their due diligence in informing me as their guest, of what I needed to do to properly unsure my safety. I also feel extreme disappointment that the hotel showed such a lack of concern for what to us, was a very distressing and debilitating situation.
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