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Attributes	Values
type	rev:Review
dateCreated	2016-06-02 00:00:00 (xsd:dateTime)
itemReviewed	Renaissance Las Vegas Hotel
http://www.openvoc.eu/poi#funnyReviews	5 (xsd:int)
rev:rating	1 (xsd:int)
http://www.openvoc.eu/poi#usefulReviews	15 (xsd:int)
rev:text	Let me start this review off by stating that I am an airline pilot and as such I say in hotels more than 200 nights a year. As you can imagine I've had the opportunity to see all sorts of hotels and experience all levels of customer service. With that being said, I'll continue. I stayed at the Renaissance Las Vegas Hotel over Memorial Day weekend. When we first pulled up I was pleased with the aesthetics of the property. It was clean, modern and welcoming. At checkin I was given a room on the concierge level, the 15th floor. I was eager to get to my room and take a nap as I had already suffered a long say of travel. When I got to the room and opened the door I was hit with an incredibly strong order. Had I spent more than two minutes in the room, I fear I would have evacuated my stomach. I promptly returned to the front desk and asked for another room. I was given a room on the 14th floor and it turned out to be perfectly acceptable. All went well up until checkout. I checked out at 9:30 AM and the shenanigans began. I had a small charge from the restaurant on my bill and asked if I could pay for that separately and on a separate bill. The woman seemed puzzled by this request. I explained that I couldn't have it on the same receipt as my hotel bill due to company rules. She sighed and proceeded to process my request with the look of annoyance on her face. Not what I expected from a level 6 Marriott property and defiantly not what I would expect from any Marriott property. I asked the woman checking me out if she could have valet ready my car while I waited for her to separate the charges. She declined my request and said I would have to walk out and hand the ticket to Valet. I then explained that I had called down several times previous to checkout to have the car pulled up without ever having to personally walk the ticket out. I gave her the ticket number and again requested she call or radio to the valet desk. She refused. I was shocked. What happened to the customer service at this property? I then waited for her to finish huffing and puffing at the keys as she completed my checkout. I then took my ticket to valet, waited for my car and got the heck out of there. Unfortunately it doesn't end there. Later that evening I went to unpack my bag and realized that I had left my electronics bag in the room. This small bag contained a hard drive with several years of personal data along with several charging cables for various things. I immediately called the hotel and the front desk transferred me to the loss and found department. When this department didn't pick up I was automatically transferred back to the front desk. I explained my concern and was asked to leave my name/number and someone would call me back. I did so and guess what? No call back. I waited a day and called again. Same exact outcome. I then called again and again. On my last call, which was now 3 days after checkout, I asked to speak to the hotel manager. I was told that the hotel manager wouldn't be in for a few hours and was asked if I wanted to speak to the front office manager. I politely agreed and thanked her. She asked what it was concerning and I gave a brief description of the issue. She placed me on a 15 second hold, came back to the phone only to say she was going to transfer me to loss and found. I was audibly frustrated at this point. I explained that I had been down that road three times without a call back. I proceeded to tell her I would like to speak the the front desk manager that she offered to me seconds ago. She put me on another hold only this time it was about 10 seconds. She came back and said that the manager had just waked into a meeting. I asked how thats possible when she had spoken to this manager less than 1 minute ago. She said that he had just walked into the meeting while we were talking. I found this unlikely and insisted I speak with the manager. She refused and became exceedingly aggressive in her tone. At one point she put me on hold right in the middle of me speaking. I was so over this property and the attitude of the employees I had encountered up to this point. They had EVERY opportunity to make a bad experience right and failed at every turn. I finally agreed to be transferred to loss & found again. This time someone picked up!!! Her name was Judith and she was a sweetheart. I was so relieved to finally deal with someone at this hotel that didn't have a chip on their shoulder. She worked with me to find my missing bag and although unsuccessful at the time she assured me she would be double checking and getting back with me. In conclusion, travers beware! The staff at the Renaissance Las Vegas Hotel are incredibly rude and have the attitude of not caring one little bit about you or your stay. I would hope that maybe the hotel manager would reach out to me and try to make this right but I am not holding my breath. Best of luck to you and sincerel
http://www.openvoc.eu/poi#coolReviews	3 (xsd:int)
rev:reviewer	Patrick

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