| rev:text
| - I've always had an excellent experience at Palazzo. This past weekend was the first time we had so many problems.. Here's my email to management:
I am writing to you in regards to a recent stay at Palazzo. My girlfriends and I visit Las Vegas every 6mo for our semi-annual girl's trip. We've been doing this for 3yrs and every visit we've stayed at Palazzo. On our most recent stay this past weekend, it was by far the most frustrating.
I booked two separate reservations at Palazzo. First reservation was through the Palazzo website directly for one night on 3/1/13 (conf #HSGD2). Second reservation was booked via American Airlines using my AAdvantage miles redemption for another night on 3/2/13 (conf#101702523). Both reservations were under my name and also for a Bella suite. I originally paid $278.88 for the first night and found a lower rate on your website ($234.08) . I called Palazzo and was told that there will be a credit in my account for the remainder $44.80.
Upon arrival, the front desk agent who helped me seemed new to her position. I told her I had two separate reservations but would like to stay in the same room. She said my first night's stay is in a Bella suite but my second night was a King suite. I told her that was not what I had booked. She asked to see the confirmation so I was able to pull it up on my phone. I showed her the confirmation and she agreed it was wrong in the computer. She said this happens all the time and changed it to a Bella suite. I asked if our room keys would be affected and she said no.
I made dinner reservations at Morel's because I confirmed on Thursday that they would serve pan seared foie gras on their menu. I'm a huge fan of foie gras and I've been craving it ever since it was banned in California. I was really looking forward to my meal. To my dismay, Morel's was sold out until Monday! I was devastated. I can't believe the restaurant did not have a sufficient supply to last the weekend?! It was definitely a huge disappointment. The restaurant should have planned their menu better in that regards.
Throughout our stay, our room keys would not work all the time. We had 4 keys and only 1 was working. We had to go back and get new keys. And even after getting new keys, a couple would still not work. It was a real nuisance. On Saturday morning, we asked Housekeeping to come around 2pm since we were all getting ready in the morning for Lavo Brunch. After Brunch, we had an early dinner at Sushi Samba. When we arrived at our room around 7pm, it was not cleaned at all. We had to call for new towels, toilet paper, tissue, toiletries, etc. It was quite annoying.
Today I checked my American Express account and noticed there was a charge from Palazzo on 3/1/13 for $302.15 and a second charge on 3/3/13 for $43.97. I called Palazzo Accounts Receivables and was told my account hasn't been closed out so I was billed for another night's stay. She transfered me to the front desk to check out of my room. I spoke to a front desk agent and she told me I was checked out and the $302.15 and $43.97 charges were for incidentals and resort fee. I told her I declined the optional resort fee when I checked in so I shouldn't have been charged in the first place. She said she would credit me. I asked her why it was such a high amount for incidentals and resort fees, and why did i get charged twice? She advised me it's been credited and I should see a credit of $290(?) in 5-7 business days. I was confused with all these different dollar amounts and she sounded extremely annoyed and not helpful on the phone. Then she tells me the $43.97 was actually for room service. Okay, that makes more sense. But I felt like she didn't give me the correct information in the first place, so that's why I needed more explanation. I will look for the credits to appear on my credit card in the next few days. I hope it will come to the correct amount, otherwise I will be calling back.
As you can see, this hasn't been the easiest weekend at Palazzo. I think there are some departments and employees that needs additional training and fine-tuning. Thank you for taking the time to read my concerns.
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