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| - This review is based on one day into my weekend stay. If things can be resolved that have been ignored, my rating would be a bit higher (and I would be happy to revise this review).
Back in the middle of June, I as a savvy traveler contacted Treasure Island through its Twitter account. The reason was that I wanted to know if the hotel still allowed I guests to waive the resort fee if they received the hotel through an opaque travel site. For example on Priceline if you bid for a 4 star hotel and are awarded Treasure Island.
Treasure Island verified that this is still in effect and a few days later I bid on Priceline -- and did indeed receive Treasure Island (like I said I'm pretty savvy). However at check in on Saturday the 23rd, I was berated and humiliated by an assistant front desk manager (Mr Sheehan) who based on his incomplete knowledge and a quick call to reservations refused to honor stated hotel policy. This was even though I provided my Priceline confirmation, showing the word offer which means bed, and also a printout of the hotel's proprietary Twitter posts that validated.
This situation got even worse when I vociferously objected and asked if my situation could be reviewed further. I was threatened with removal from the premises and or not being allowed to check in to my prepaid room. As such under duress and under protest, I was forced to initial that I understood the resort fee pricing structure, & I sign my name with the words "under protest" alongside that to time stamp my circumstances. Otherwise I would be out on the street in Vegas for my weekend vacation.
Further, the manager tried to make this Priceline's problem - even though Priceline provided me a confirmation number for successful winning bid in Treasure Island decided that it would not honor its previously stated policy. the manager was clearly not serious at attempting to resolve a genuine issue because, had he been serious, he would have taken my paperwork from Priceline and Treasure Island Twitter, and escalated it to his supervisor or another management representative. It's not so much the 50 or so dollars, it's the principle in terms of a multi billion dollar entity not honoring its policy and also extremely humiliating me.
As the manager instructed me that nothing could be done and was threatening my opportunity to stay in the hotel as reserved, I accepted the room keys and then did try to address this issue. Both by Twitter to the hotel's Twitter account and email to Guest Services and Marketing. However, apparently Treasure Island does not believe in monitoring its email or social media entities on weekends even though most of its business comes on weekends.
So I am in this situation right now and wanted to documented in a timely manner and also a respectful chronological manner as it has been one day since the incident occurred.
I travel quite a bit -- this is approaching 50 nights away for this year -- and I have never ever ever been humiliated and demeaned by a hotel or travel organization like I was on August 23rd. In fact this really ruined my mood for what should have been a very exciting and relaxing getaway weekend.
Yes, weekend getaway at Treasure Island totally ruined and personally humiliated.
Hopefully this can be addressed and resolved by the appropriate folks but if not and this is how the hotel treats its guess, I thought that folks should be aware. Maybe this is the one exception and not the rule, I sincerely hope so for the other guests, no one should go through the situation that I went through.
P.S. Stephanie at the front desk during the initial part of the check in process was exceptionally helpful, cordial, and efficient. She was a joy to deal with and I'm sorry if I may have put a bummer on her day as I know it was the beginning of that day.
Update of of 8/25 (review originally written on 8/24 a.m.) -- TI Twitter folks did respond to me on Monday morning and said they'd look into this. Then it was implied as Priceline's fault for not showing an opaque bid win code on the res, and I was asked for more documentation and Priceline apparently has been enlisted. At checkout (normally I do it electronically), I went to the front desk to receive a final bill and verify if the resort fee charges were present. When I matter-of-factly stated that it was under review (the Twitter folks had said so), the rep got hostile, requested my documents, and began to discredit/disparage me (I was not asking her to review it or complaining). As I was about to leave, I attempted to take a pic of the rep's nametag (didnt want to write on bill but did want to fully document my experience details, incl. people), and she threatened me with Security removal for doing so (I'm leaving, luggage in-hand, huh?). Then I arrived home to en email from the Marketing Dept (which did not respond to my polite "please help" 8/24 email) that it was cancelling my future November res because of these "incidents."
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