| rev:text
| - Let me first by saying, I LOVE our room. We had the tower suite with jacuzzi tub and it was very roomy, nicely decorated (comtemporary), and the bed was very comfortable, hence the two stars purely for the room. So why the low rating? Because of their service and obvious operations issues.
Our flight got in really really late. I even called on the day of our arrival, to tell them to please hold our room because we will be getting in well after midnight. By the time we got in, it was around 2 AM due to flight delays. The lady checking us in told us "We don't have a tower suite, we'll give you a standard room with walk-in shower, but we can have you change room tomorrow".
Wait, what? Why?
Her explanation, "We have been checking people in since 11 AM. We are out of tower suites."
Wait, what? How is that my problem? What's the point of making a reservation if you can't hold our room that we booked (like I am in the car reservation Seinfeld episode)? Are you going to compensate us for giving us a lesser room because we paid a premium for the suite?
Her answer, slightly annoyed, "No, but you can get a suite tomorrow." As if to do us a favor....
Well, that just wasn't good enough, I asked her to call someone to make it work.
She picked up the phone, loudly, right in front of us, "These two people are upset because they were guaranteed a tower suite."
At the end, we got the right room (SURPRISE!! they did have a room that miraculously became available after we complained). But, fast forward to 5 days later, when we were checking out, we found the rates hiked up $200+. I had to go back to the front desk and argue about the room rate. Took me about an hour, working with two front desk clerks and almost missed our flight.
Finally, when they updated my bill to the right quote, they asked, "did you check in really late?"
"Yes, and I called ahead of time to inform you guys that my flight will be coming in after midnight."
Apparently, their explanation to the messed up rate was that because our check in was so late, that the reservation got canceled. The lady who checked us in, just booked us a new reservation so we lost the rate. I might add that when we got our room, she had us sign room rate acknowledgement using a very small monitor device showing hardly anything. We questioned that the rate looked high, her response was, "it includes resort fee and taxes". That was a total BS. When I got the itemized bill, those rates didn't include any fees/taxes, hence the added $200+ on total bill.
Imagine that, a large casino hotel that does not know (1) how to handle guarantee someone with a room reservation, even after the customer called in to confirm, and (2) does not know how to handle late check in when doing business in a city that does not sleep.
What a mess....
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