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  • We stayed from 10/17-10/20. We arrived in Las Vegas @ 10 in the morning & called if we can check-in. The employee said yes. We go to Elara & check-in. Here is where our nightmare began our room was sold out so we were bumped up to premiere suite BUT it is not ready. Infact no rooms ready. We checked after 3 hrs if room was ready. "No but it a really nice room." An hr later we checked if room was ready. By this tim it was 230."No. Their in their cleaning it now but it is a really nice room your getting. "Hr later I checked if room is ready. " No but you getting a nice room. "It is Elara policy for housekeeper to take over 2 hrs & more to clean the room I was told by 2 employees. We waited until 430 to finally get a room & the room that the employee bragged how "gorgeous" & "beautiful" was a typical room. Our other party arrived when we received the room. We called bell desk to get our bags. It will be 30 minutes to receive our bags & then our friends called 10 minutes later. They also were told 30 minutes. 10 minutes later our friends received their bag. We gave Derek the bell hop our ticket to get our bags. We waited an hour and half for our bags. Derek made it his mission to come back to our room with our bags. It was extremely appreciated because then we were extremely exhausted. It had been 8 hrs. Between waiting for a room & our luggage. We stayed in for the night. 2nd night 2 of our room cards stopped working. We did receive $50 credit but that was not enough. We were suppose to compensated for not receiving our bags in a timely manner but didn't. We noticed their were 2 housekeepers cleaning a room started at 0930 when we left & returned 3 1/2 hrs later & still in the 2 bedroom suite. Housekeeper for each floor. Doesn't make since. Challenges incurred on the first day was exhausting. My fiance said this will be the last visit. Not happy with the lack of customer service.
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