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| - My recent stay here at The SLS was below average at best. When we arrived I parked on the sixth level of the parking structure. On my way down the small hot elevator that had to make stops at almost every floor to allow mostly employees in uniform on. After exiting and walking to the registration desk. My gf and I waited in line for approximately 15-20 minutes, no apology or acknowledgment of the wait from front desk staff.
While waiting I noticed a bar across from the front desk named Monkey Bar. Looks like a nice place to get a drink, until I saw the photos of Apes dressed in service attire on all the walls. Um, the corporate and public relations for this place can't be that blind to not see the problem with this. Especially in this day and time, why would you have such a place with such decor. It's safe to assume that there were no persons of color sitting or working at this bar.
We finally got up to the desk. The front desk attendant was nice and helpful, although she didn't explain the charges accurately, which I found out after the fact.
In the Story book tower. When we walked into the room, first impression, it's small. It's cool how the bed and couch light up the room and there's a mirror on the ceiling.
He is when the problems start, I had a last minute meeting that I had to cancel because when I went to take a shower, the drain was clogged. Because of the setup and location of the shower, if it over flows it will drain into the room floor. So I canceled my meeting and called for assistance. Engineer came with a plunger and cleared the clog, after stepping in the water with boots the engineer walked on the carpet and left. No contact or follow up from Front desk management or guest services, I guess they can't read minds. Bc engineering failed to document the issue.
At no point were we told that the closest ice machine to our room was on the second floor during check in, we were on the 11th floor. I had to find this out by calling guest services. So here I go down the story book tower elevator again filled with employees (4), in uniform, having to stop twice before reaching the 2nd level. Ok finally got the ice and I'm back in the room. Now I need another set of towels bc the first set was used to soak up some the over flowed water from the shower.
So I called and I'm assuming housekeeping brought them to the door. But it was only then did I notice that the extra light switch by the door, that's unmarked, was for the "Do Not Disturb" feature, thanks again front desk for the lack of information. perhaps maybe a nice wall label would have helped, just to reduce the amount of guess work.
I just expected a higher level of service from this property. This a strip property it should stand out and above a motel but It didn't. Suggestions so that I'm not just complaining;
1. Any engineer type work in the room should be properly logged and followed up by front desk staff to assure completion or that issue is resolved.
2. Why is the location of the ice machine NOT written down or told to the guest at check-in. This is an unusual distance to travel for ice at Strip property.
3. Label the light switches, at least the Do Not Disturb switch, Guest don't know what it's for otherwise.
4. limit the amount of employees using guest parking and hotel elevators, especially during peak hours. Do you not have service elevators on your property?
To make things worse I was over charged for the stay and while processing a refund for one of the charges, the Front desk manager told me there was no record of any work for the clogged shower. I guess I imagined the engineer using a plunger and step her wet boots on the carpet. Apparently, a front desk supervisor named Alan investigated and simply found out that no engineer had reported the work. So my gf calls and a different supervisor actually reaches out to engineering and within minutes verifies that an incident and work did take place. Why the run around?
I won't be back here period, even if the stay was free, and that's saying a lot for me. The lack of empathy from staff is rich at this place. Further more I'm canceling my Starwood preferred guest membership program because I don't want anymore stays like this one.
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