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| - WORST Customer Service I have EVER encountered! DO NOT STAY HERE!
My husband was heading to Vegas on a business trip and would be checking in on his birthday. Wanting to do something special I called three days ahead to work something out with the hotel.
I didn't expect them to come up with a surprise for my husband, I simply wanted to know if they recommended companies or if there was a particular way I should handle what I had planned (simple cake and balloons).
After speaking to the hotel manger, Vivian, I was directed to speak to concierge. She assured me that if I had a cake and balloons delivered concierge would work with me to have them in his room when he checked in. I was connected to concierge - in a city "that doesn't sleep" at 12:55pm I was listening to a voice recording telling me to pick one of three concierges to leave a message for. I simply picked the first person whose name I heard, Terri. After not hearing back for 24 hours, I called back to speak to the manager, only to find out, Terri no longer worked for the company - are you serious!!! and transferred me to another concierge attendant. Again, I left a voicemail. I don't know about you, but concierge's job is to serve the hotel customer, to provide stellar customer service, and having to leave a message is ridiculous! I finally received a call back from a gentlemen in concierge who rudely told me they not only couldn't do anything, they wouldn't do anything. I re-explained that I simply wanted to have balloons and a cake delivered and was told by the hotel manager that concierge could help me get them into his room before he checked in at 7pm. Again, I was rudely told the manager was very wrong and they don't do that and wouldn't do that.
Beyond frustrated I explained, if I had balloons and a cake delivered, after he'd checked in, how could I get them to him - leave at front desk, call him, etc. the gentlemen in concierge told me I was on my own. That even if I had them delivered to the front desk they would not contact my husband to tell him he had something waiting at the front desk. Are you kidding me?!!!
Three days later, the day my husband checked in, I called the front desk. The ONLY SHINING STAR at this ridiculous place was Dave. He was so kind and explained that the Mrs.Fields package I had ordered and sent to the hotel would be delivered to the front desk at which point they would notify my husband he had a package.
AGAIN they dropped the ball! At the end of the day my husband still had not received the package so I spoiled the surprise and told him. He called the front desk and was told he had no packages. After assuring them he did, two people put him on hold to go look for it. When he arrived at the front desk to pick it up not only was the box too large to "miss-place" it had only been delivered in the last hour or two. He questioned why he was not notified of receiving a package that his name was all over, to which he was told - "we don't always do that, the person sending it should've notified you so you would come ask for it".
BEYOND horrible service! Even my husband said his interaction with the staff throughout his stay was less than decent. Turns out this place is a time-share too, ha! Don't waste your money or your time! It's worth it to stay ANY WHERE else in Vegas but the Cancun resort!
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