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| - This is for the hotel only. My only experience with the casino was walking through it and it looked like most other casinos.
I booked two hotel rooms via Priceline a month before my stay for myself, my brother and his teenage daughter. Via Priceline, I requested a 2-star hotel (think Super 8 or Rodeway Inn) for $35.00/night and was pleased when I was upgraded to a 2 1/2 star hotel, the Fiesta Henderson Station. I didn't have previous experience with a Station hotel, but my brother has stayed in several Station hotels in the Vegas area and said his previous experiences were uniformly good. Not this time.
Two weeks before our stay, I called the hotel to request adjoining rooms, at least one with two beds for my brother and niece. The woman on the phone was not very helpful, saying we should call Priceline. I told her Priceline policy was to deal with the hotel directly, something I've done many times in the past. She went ahead and took my request, but said she couldn't guarantee that my request would be fulfilled. I figured two weeks should have been ample time to work my simple request into their system.
We arrived on a Monday evening in mid-June for a two night stay. The parking lot was maybe 25% full and the casino was not crowded, yet when we got to the front desk, we were told that not only could we not have adjoining rooms, we couldn't even have rooms on the same floor because "We're sold out tonight." This was a blatant lie - there were not enough people in the corridors or on the elevator or cars in the parking lot for them to be sold out. We had to wonder what they would have told a family with small children. The desk clerk's attitude, while not rude, was definitely unhelpful and unapologetic. It was quite obvious that he dealt with angry, frustrated or disappointed customers often because of the hotel's crappy customer service policies (as I saw during another exchange with another guest the next day.) In addition, the hotel required a credit card authorization of $100 for incindentals, not just a card on file, tying up $100 in your account.
The room, while not dirty, was on the shabby side. It was a "smoking optional" room (I was told there were no non-smoking rooms available.) and smelled of cigarettes (as did the corridor.) The air conditioner was very noisy - and because it's Vegas in the summer, had to run continuously. The furniture, while serviceable, was scuffed and beat up and one of the lights didn't work. The tub was a jacuzzi tub, but when it was turned on, foul-smelling water came through the jets, indicating it hadn't been cleaned or maintained and probably wasn't sanitary.
Finally, on check-out, we were assessed a $10.00 plus tax "service fee" for use of the hotel's services. When my brother questioned the fee, he was told it was for use of the hotel's services, such as Wi-Fi, even though neither of us used anything other than the TV - not the phone, not the Wi-Fi, not the premium movie channels, nothing. This was not disclosed at check-in and to my mind is blatant theft. These fees should be included in the initial rates or disclosed at check-in.
To be fair, the hotel wasn't all bad. Except for the front desk people, who were not very polite or helpful, the rest of the staff seemed pretty nice. We had breakfast at the buffet and the food was decent and the price ($5.99) was fair. (They offer a $2.00 discount if you join the Players Club, but it wasn't worth the hassle, since we knew we'd never stay there again.) Everything worked, but it was outdated and not well maintained. My biggest complaints are with the poor attitude of the desk staff, the low priority of their customer service policies and the policy on incindentals. I will not be returning.
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