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| - Let me start by saying that this is an absolutely gorgeous hotel. At the time of check-in, we had a very very nice woman that checked us in and she could not have been kinder and more attentive. We also received a beautiful room. The room is drop dead gorgeous and spacious with an amazing bed. The bathroom is absolutely beautiful and we have a small living room with a beautiful view. Yet, I wish I could choose 4 1/2 stars. The hotel lost about half a star for the following reason: when we checked in, we were given a complimentary ticket voucher for Showstoppers, their newest show. I had explained to them that we could not go tonight as the show was at 7 PM and we had dinner at the restaurant, Jardin, at 8 PM. We were told that we could see it on Sunday. We went to the Concierge desk, which we were told to go to in order to get the complimentary ticket and purchase a second one. We waited there for 10 minutes as both of the concierge tables were occupied. When we got there, we were told that the show is no longer running tomorrow and the last night was tonight. The frustration here is that we waited so long in line to find this out where we should've never been told to try to get a complimentary ticket for Sunday by the registration desk. What's worse, for such a high caliber hotel, I would expect the concierge to do something like say 'let's offer you a complimentary ticket for another show and buy the other ticket for that show since we misinformed you as a whole and you waited in line for this'. This did not happen and therefore it was disappointing. This is why the hotel only got four stars on this review. Customer service is key. I just stayed at another hotel last night and they made a small mistake that was insignificant. I ended up getting a call from the hotel manager, never having called to complain, to offer certificates/comps due to errors that they made. We turned down the comp as their customer service was impressive and the mistake was minor. That is what elite service is all about. For the amount that this hotel charges and for the luxury that it visually represents and therefore should also act like, I am disappointed. Therefore, beautiful hotel yet needs a better trained representation of what elite terrific service is all about when greeting people that pay a lot to stay there. So sad that I would've been very happy if we were never offered a complimentary ticket and then it would not have wasted our time waiting in a line at the concierge desk.
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