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| - MUST READ!!! This is a late review only because I wanted to see if my complaint and theft report was thoroughly addressed by Excalibur. But since they have failed to follow thru, I will now give my review. Its lengthy, but need to give full details.
My trip to Vegas (7/6 - 7/9) w/sister, her friend, my niece and 2 of my nephew's friends (their 1st time in Vegas) were there to celebrate my nephew's 21st bday, staying at Excalibur. I wanted to help make his 21st bday experience a memorable one.
I rented a cabana in the adult pool side. Our waitress was named Ally; the pool area was not packed. They had a nice set up that had a dresser w/drawers for us to put our belongings in. I stored my little purse in the top drawer and had my phone charger and back up portable charger on top of dresser. The morning bday celebration started w/mimosas. My sister ordered breakfast, which one of the breakfast burrito had plastic paper in it and meal was comped.
We had a great day in the cabana, enjoying the pool and bottle service my sister's friend bought, making great memories. We left @ 3:45 to get ready for nephew's bday dinner. When I got to my room I opened up my purse, only to notice that my 4 $100 bills inside the middle zipper were gone; my $20's were still there. I went downstairs to the spa desk to file a theft report. I was walked by one of the spa members back to the cabana to see it was already cleaned up, the drawer was empty and my 2 chargers were also gone. Security came, had me write my report and said they would be reviewing the cameras.
The location of our cabana was in plain view where we could see who was going in and out, which was our waitress. Later, one of the boys mentioned at one point she was seen a little too long in the cabana; our curtain was drawn halfway which we could not see what was going on.
Later that night my sister's friend came to our room to say his credit card was stolen as well, which he had on the table. Needless to say that really ruined the bday celebration. After dinner I stayed in the room because I was upset and my sister's friend was upset, got sick and could not sleep. He got up early in the morning and went to the poolside to search the cabana for himself, which they did not want to let him in because the pool was not open, but was persistent. He searched the cabana thoroughly and found a plastic garbage bag shoved behind the dresser in the cabana where he found his credit card and my 4 $100 bills!!! (Who cleans the cabana and shoves a plastic garbage bag behind the dresser?) I went to front desk to speak to the main manager for Excalibur. The manager I spoke with said I needed to speak to Risk Management, I then asked to speak to the spa manager (over telephone) named Caryn. I was nit letting this sit! I told her how the items were recovered, she was in complete shock asking me to repeat how the whole incident happened. She said she was going to look into it herself, which I felt she was going to do. She also had the security come to take the additional complaint.
When we returned to Ca. I followed up w/Risk Management Department, whom I was referred to playing phone tag, but the message I did receive was she was bot sure why she received this call because she read that the items were returned. In other words who cares how it was taken from my purse, I got my items back. THAT WAS NOT THE POINT! I followed up w/Caryn, spa manager and she had a different tone and was nonchalant about the whole incident. It was a night and day conversation. Bottom line, I got minimal communication and the full runaround. Feeling of true disrespect!!!
Excalibur does not care about complaints, theft, who they employee and ESPECIALLY about their guests that stay at their hotel every time they vacation in Vegas. I am very sure I would have experienced something entirely different with any other hotel. Making me feel important, heard and compensated by refunding the cabana and bottle service fees for the stress, feeling violated and huge damper it had imposed on what was supposed to be a memorable trip. A true disappointment! Nothing to make it right for their guests, wanting us to come back to their establishment. Not Excalibur, so not the case!!!
So if you want to rent a cabana at Excalibur, make sure that you have all your belongings with you at all times. Watch their staff because you may be next; I can only imagine how many other victims there were?
I WILL CONTINUE TO SPREAD THE WORD ABOUT EXCALIBUR!
Never again, former guest!
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