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| - I previously stayed at this hotel for 10 nights in August 2013 and I had such a good time and such wonderful service that I knew I had to return. I returned here for 12 nights August 2015. From the moment we checked in to checking out it was a complete NIGHTMARE. First of all I do have to say, the location doesn't bother me, it's a 5 minute walk through miracle mile shops to get right centrally onto the strip.
Anyway, upon check in the lady at the desk had an appalling attitude, I could see she had an attitude as we were approaching the desk, she made it THAT obvious. We requested a junior suite (which we had paid for) on a high floor. (We did the same last time and we were accommodated to). She then went on to INSIST there were no junior suites on any of the high floors and the highest they have available is floor 23. I'm not stupid, I know on the lower floors you won't get as good of a view but she insisted saying "I work here, I know this is an excellent room, just take a look at it" so after much debating & discussion I went to look at the room and of course, came straight back downstairs and said "No absolutely not" it was just a view of a concrete car park!!! We had previously stayed on floor 54 so considering we were staying here for a lengthy 12 days we wanted a good view to look at every evening. I asked to speak to the manager, low and behold, yes there ARE junior suites available on the upper floors but we would have to pay over $320 EXTRA for an upgrade???? An upgrade for the same room but just on a higher floor??? Where does this logic come into account and if this IS the case it really should have been made clear at the time of choosing my room options when booking online. As previously said we requested a high floor back in 2013 and we were placed there no fuss, no qualms.
After reluctantly forking out the extra money, we got to the room, which we were happy with... but low and behold, the sofa bed was broken, the air conditioning didnt work, the shower wasn't working and the TV didn't work either. We paid an enormous amount of money for this room (not including the extra on arrival we paid) to have everything broken?? Had to have multiple people in to the room to fix everything!! They had to completely replace the whole sofa bed, add a new box to the back of the TV and someone came and fixed the air con and shower. Then later in the holiday the sliding door to the wardrobe when closed kept locking shut! We had to call someone up prise it open as it had locked some how! This room was falling to pieces.
Another appalling thing, just for one weeks worth of wifi is 40USD. I don't mind paying that but the wifi is so slow, when I wanted to email anyone it was impossible to do, I had to go downstairs to reception and sit in Starbucks to use their free wifi! It was such a battle trying to get this $40 refunded, I had to go down to reception numerous times to be told "come back in a few days if it hasn't improved" "let me give you a key code and see if this works" "come back on check out" eventually with much persistence the charge was removed.
The room did have a lovely view, but the attitude of the staff and the constant battle with them is not good customer service. The last thing you want is after a 10 hour flight and over half a day of travelling, to arrive in Vegas and deal with someone at the reception desk who is stubborn and not being very helpful. I'm so disappointed that I was charged several hundred dollars just to get a room on a high floor after I was told explicitly none were available! This should be made clear at time of booking that high floor rooms carry an extra charge.
After one wonderful experience with this hotel and one of the worst i've had with any hotel I would NOT return, nor would I recommend them to any of my friends or family.
Elara, you've just lost yourself a customer!
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