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| - Oh man, I'd totally forgotten about this dismal experience until I recently saw a friend check in here. I booked a room way back during the holiday season of 2016 for a medical school interview and weekend trip. I had booked the reservation weeks in advance, yet had to wait over four hours for a clean room, was not allowed to check in as a family member, and was given a pretty rude check-in experience by an employee. It was a fiasco, to say the least.
My flight was delayed and the rental car I'd booked suffered a timing issue that took forever to rectify, so I ended up arriving at SLS around midnight on the day of my booking, which understandably is a later time than the check-in dictates. The first glitch happened when the employee at the front counter told me that my name wasn't on the reservation and moved to dismiss me before I could even begin to explain. I'd booked the reservation under a family member's SPG account since I don't usually travel that often, and I'd been on nine trips in the three previous months where I'd done the same thing and been able to check in without issue (and even had the SPG concierge tell my family and me that this would be of no concern). Apparently not so here, as providing my ID, my family member's information, and other security verification was waved off as inadequate. The only thing left to do was call my family during the middle of the night, wake up my father, and have him call SPG to manually add my name to the reservation. This was at 1am in the morning. The front desk employee was also short, dismissive, and essentially told me that I was being untruthful when I told her that this was the first time I'd encountered this issue in ten bookings.
When I came back to the counter to check in for real this time, the rude lady I had been talking to was replaced by a more pleasant male employee. I appreciated his kinder demeanor, but after he checked me in, he told me that there were no clean rooms available and that it would take at most an hour for one to be "rush cleaned" for me. This was frustrating, but he assured me that they would give me a call when the room was ready and it would most likely take less than an hour.
I went out for some food at this time (thank you, Las Vegas restaurants that close at 4am) and came back in 1.5hours, not having received any call about the room. When I inquired about whether a room had opened up, the employee gaped at me and seemed genuinely shocked that I was still waiting. He went to "speak to a manager" and came back to tell me that they were "rush cleaning a room right now." It was past 3am by this time and I was dead exhausted. I sat down on a bench to wait, and another customer asked me if I was waiting for a room to be cleaned as well (she said she'd been waiting for over two hours). To have multiple customers waiting for clean rooms for hours is just bad management and customer service.
My room was finally ready at just past 4am, and I pretty much fell into bed the minute I set down my bags.
The room itself was fine, pretty minimalistic with interesting modern decor. There are no water heaters, coffee, coffee machines, or other additional amenities. The color schemes felt somewhat gothic to me, with heavy tones and untraditional designs, but I'm not sure if it was just my floor. I did like the full-length mirrors in the bedroom, and I thought the lighting behind them was pretty cool. I do wish the lighting had been brighter in the bathroom though, but I guess the dimness was to set an intimate ambiance.
Despite the more affordable pricing for SLS and the decent room, I think that so many customer service issues is indicative of problematic management and I would take my business elsewhere in the future. I'd rather pay a higher fee to not have to wait over four hours for a clean room I'd reserved in advance.
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