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| - Absolutely pathetic!!!
It's sad when you rate an entire resort based on the carelessness of a few people. Now let me clarify because it just wasn't one person but when your job is to be a concierge and you treat people like the way we were treated, then that ruins your stay and your opinion on the hotel, and makes you write reviews like this so everyone else knows what to expect and who to avoid. Now, that being said I am in the hotel industry and I know how people are trained and should be trained. This is why I am writing this review because I know this resort trains better than this, but they have employees who don't care, or better yet do not think they are talking to someone who knows the business and does reviews for a living. For me it has to be really bad to mention a negative complaint with a person's name and i was very close this time. However, I will refrain and give Information so the hotel will know who they need to train better; such as building number 5 around 1pm on Saturday April 7. Blond with a Ponytail with a look on her face that says she should be working at the DMV and not a concierge in a hotel.
I checked into my room and immediatly was overwhelmed by a foul smell of a dead rodent that has been sitting to long. I know from experience that this smell can also be caused by a fridge that hasnt been cleaned or a garbage disposal that hasn't been cleaned. But it also could very well be a dead rodent. My point is that I understand and wasn't freaking out. Right outside my door was a circular concierge desk that took up almost the entire entrance of the building 5. I say that because they want guests to come up and use their service; They are not hiding in the corner. So my wife and I as we were leaving to go to the pool, went up to the desk and stood right in front of the ponty tail concierge. She was on her phone looking at Facebook or Instagram and she was scanning through pics. Also, I say that because we were that close that I could read her phone. We stood there waiting for her to aknowledge us but she didn't. She just continued to look at her phone. After about 20 seconds she finally looks up and gives us a look like "really". She mumbles out in annoyance "hi". Not I'm sorry or good afternoon, just "hi" like we were now a nusiance. I was nice and said we just checked into room 51.. and there is a bad smell... And then she just leaves. She goes across the desk to another concierge and asked her something. The other concierge did not aknowledge us or Even look in our direction; she just didn't care either. So the blond concierge comes back and says in a very condescending tone, "what you need to do is go to your phone and dial 0, the front desk will answer and will get you a new room". I said ok but I'm not looking for a new room I was just wondering if housekeeping can come to my room and spray a deodorizer to hopefully lessen the smell. What does she say??? In a more condescending tone, "ok. You need to go to your room, dial 0, and the front desk will answer. You will then ask them to send housekeeping to your room".... At this time I'm wanting to give her the basics about owning a complaint or a request, but I refrain. However I noticed there wer many phone's around the concierge desk and one about 6 inches from her right hand. I just simply said that I would go back to my room and call. She then said "yep, that's what you should do". Walking away my wife looks at me and said " that was the worst attitude she has ever seen in a hotel employee and she did that to the wrong person.. but to please not let this ruin our vacation! I agreed but this lack of basic social and guest service skills is very frustrating. We got to the room and I called the front the desk and requested housekeeping to come. We left to the pool and cane back about 3hrs later to the same horrible smell. Promising my wife that this will not ruin our trip I will not be calling again. However I am going to share my experience and how pathetic these team members have been so far. It's truly unfortunate that simple training measures are not being implented and therefore are ruining the opinions of their guests. I will never be back and will tell the same thing to anyone else I talk to. There is so many other choices in Vegas to treat people like I've been treated. There were employees all around and no one said hi, held doors, asked if they could assist, they just didn't do anything.
Some other annoying things are small TV in the family room, plugs and switches that have been added but not done properly and thus sticking off the wall like the eye sore it is. Outdated technology and even an $6 alarm clock that you could buy 15 years ago, that wasn't plugged in. It's hard to justify staying here again for $256 a night.
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