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| - Honestly, I am not impressed at all. I now live in Las Vegas and while my condo was getting work done I was experiencing pet friendly hotels. I called before hand to let the hotel know that the person paying would not be checking in with me. I told them to charge his card. I was told to bring a card with me for check in and they would use it to hold my reservation so I did.
When I first arrived, I was greeted by a kind valet guy who was very personable and asking me about my kitties. He helped me by loading up a cart. My 2 cats are service animals and need to be with me however my kitties got put on the cart. I thought well maybe the cart would be Ok since I was walking next to them. Another guy took over and began pushing the cart and then pointed for me to get in line...yes....pointed. I told him my kitties were service animals and they can't leave my side as he rolled them away behind the counter. I was furious. I thought well maybe they will be safer back there away from the dogs and all the people. However, it's not good to pull animals away from their owners!
The line was horrendous and the front desk staff moved at a very slow pace making the wait excruciating. I kept looking over at my kitties making sure they were safe in their pet carriers and they were. A gentleman in uniform, whom I later found out to be Spencer, kept checking on them while I argued with the front desk. I really appreciated Spencer especially since he was the only who showed that he cared with actions.
Of course, when I arrived to check in and give them my reservation number they wanted to charge my card full price, about $600, for only 3 nights. I explained that they were suppose to only hold with my CC, per the conversation over the phone, or at the very least take a deposit. The guy at the desk didn't care nor did he want to help so I became even more infuriated. Him and I were not on the same page so I was asked to speak wth the manager and put in another line. Again, waiting to be with my kitties. These people are sloooooow so the lines here are an unnecessary torture. FINALLY, I made it to the manger and while I was explaining all the problems to her, she smirked. I had my friend on the phone wanting to talk to her about pay but she refused to talk to him and told me to giver her a CC. I explained that the guy on the phone was paying and they were only to use mine to have on file until my friend sent over the CC authorization. Again, she did not listen nor did she care insisting I need to pay with mine. Then she hands me a "dog waiver" to sign as a pet policy. What an idiot. First of all, I have cats and second they are service animals. I told her I wasn't signing a dog waiver nor was I suppose to be treated as if they were pets! She was now in violation of the ADA. I explained to her it was unlawful to charge me pet fees for a service animal. I then told her I wasn't signing any "dog" forms as that was ridiculous and she said that this was their policy, which again was a violation for an animal who provides a service for someone....ME. I wrote NO on their waiver, wrote that my cats were service animals and were not to be treated like pets, then I signed my name to that. Later I find out I was overcharged for my one night stay which I had to pay to shut them up. I reserved the room for $167.47/night including taxes and all hotel fees online. However, when I saw my bank statement I noticed I was charged over $187 because of the so called "manager". This was by far the worst welcoming experience I have gone through for a hotel and they should apologize for hurting someone like that. They should also read up on the laws. I will be filing a complaint against their acts with ADA, HUD and FHA.
Moreover, after I walked away I asked Spencer to bring my cats. Spencer was kind to walk with me and keep my cats close as we looked for my room. Spencer was very kind and went out of his way to make me feel welcome, however I was too upset, already unwelcome and just wanted to be alone. He was the only person who gave a damn at this place!
On another note, I have been trying to adjust the thermostat since I've been here and it won't go up past 72 degrees which is cold for me. I'm disappointed with this place and for the price of the hotel they should be more accommodating! I will dispute the charges tomorrow and I will be checking out. I reserved a room for 3 nights but after the horrible ordeal I went through, there is no way I am giving these people any more money. Further more, the greedy staff thinks it's OK to over charge and then try to charge more for a pet fee even though I didn't have "pets".
I will not be back. My recommendation for people would be to find somewhere else especially if you have any emotional support animals/service animals! The 2 stars are for Spencer and for the valet guy.
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