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| - As a meeting planner I have perhaps a more critical eye. Stayed here for 3 nights over the weekend to check out the property sort of incognito to explore for our smaller corporate retreats. See the real deal vs. the best foot forward by the hotel. I did tell the front desk person upon checking in that I would love to connect with the sales person. She had left for the day, but I should be able to connect with her on Monday morning. The front desk person gave me her card to reach out to. For full disclosure, I did use my points to stay for the weekend.
First the good stuff. The hotel is in Summerlin, away from the Strip with lots of great shopping and services close by. Arrived on Friday and check in was smooth. The hotel is pet friendly, and since my dog travels with me almost everywhere that is great. There is a pet walking area with baggies provided.
A breakfast buffet is included offering a nice selection of warm and cold items. Eggs, pancakes, juice, cereal, fruit, baked goods, and a few more items are available. Coffee and tea is available 24/7 in the lobby as well. Weekend breakfast is slightly more substantial than weekday.
Standard rooms are well appointed with an efficiency kitchen, desk, sofa/bed and bathroom. Nice shower. Complimentary parking is available around the hotel. Free Wi-Fi.
Now for the not so great. Although check-in was good, I was told there would be a $50 fee upon checkout for the dog (nowhere to be found on the website unless I missed it), $100 hold would be placed on my credit card for incidentals. No problem on both; however a $200 hold was placed on my credit card, when I asked about it at the front desk I was told to call Starwood, nothing she could do about it. Not great customer service, especially since I gave my card to the hotel, not Starwood in essence. I will update this review if this gets resolved in a timely manner.
When I checked in and shared I had a dog (it's a small one - Lhasa Apso) I was told I could not have the requested room, since all people with dogs MUST stay on the first floor. (We live in a tower on a high floor so pup is used to it.) To my annoyance I kept on seeing people coming from higher floors with dogs big and small. We however got stuck in the dingiest room that was so dark because of its location, windows covered with bushes and trees (room 114). Lamps needed to be on all day to get some resemblance of light in the room. It was depressing.
The hotel is smoke free, and I especially inquired about this at the front desk. Although the hotel is, our room was located right outside of the smoking area and I could regularly smell smoke in my room, another annoyance to say the least.
The hotel too is starting to show its age in the rooms and on the building. Our room had chips in furniture and other signs of use (yes the hotel is about 10 years old I believe and needs some cosmetic work and a good power washing in the public areas around the pool).
Our room appeared clean upon arrival but we noticed dried food on the kitchen cabinet door above the hood. When taking a shower there was a long black hair stuck to the ceiling in the shower. The plates provided in the kitchen had to be washed so they felt clean. Two of the big dinner plates had dried food on them.
Walking to the lobby on Sunday afternoon I noticed something rather horrifying in room 117 a few doors down from us. It was a one-bedroom suite and the door was open while the cleaning person was making up the room. She was mopping the floor and as she mopped the floor she lifted her mop away from the hard floor, wiped up the coffee table, then continued mopping the hard floor. I can't even imagine this being kosher with the health department. Absolutely disturbing to me.
Although WiFi is provided, it is not secure and it dropped out regularly as I was working.
As far as insulation between rooms is concerned I would assume that is pretty decent. It appears we had neighbors for the stay on either side and never heard them. Saturday night we had an upstairs neighbor and it sounded like there was an elephant walking around in the room, my dog actually got scared by the noise and went looking for a hiding space.
In wrap up I would say this place is in a great location, and well suited suited for the business traveler. Most of the staff members I interacted with seemed friendly, but not all seemed either empowered to do the job right, or were not trained to do the job right. The inconsistencies of service, cleanliness and going against policy were annoyances I rather not deal with. Having to deal with them on a leisurely working weekend is very different from dealing with them hosting a retreat when already stressed. Yes my expectations are high, and although managed, this hotel did not meet mine.
I hoped I could have given the property a 4 star simply because I looked forward staying here, but it barely squeaks by with a 3. I did not follow-up on my request to meet with sales.
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