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| - I'm pretty much done with this hotel simply because their service is atrocious. I was upsold to the Octavius Tower. The main reason I did it was not because it was a nicer room but rather, for the parking. The woman at the front desk told me they had special valet parking with an entrance on Flamingo. It had just taken me 30 minutes to go 1 1/2 blocks on the strip, so that benefit alone was worth the upgrade. I picked up my wife at the airport about an hour later (she had arrived that evening) and we zipped into the valet without having to deal with the strip traffic. I was very pleased until I was told that unless I was a "Diamond" or "Seven Seas" card level, I couldn't park there. When I informed the valet what the lady at the front desk said and why I upgraded the room, he just said sorry and when they were full that didn't apply (he then preceded to direct me to the Forum Shops valet...which is all the way down by self parking.....what's the point?!). When I complained to their customer service, the witch on the phone said since I didn't appear to be happy with the arraignment, we could just pack our bags and move to the room we originally had. Imagine that. They upsell me on false pretenses, it takes me a total of 45 minutes to get back to the hotel after being redirected, and now she wants to inconvenience me more by packing up! I let her have it and insisted on talking to a manager. He apologized for her behavior and gave me a $75 food credit. Might I suggest to management that if there is some stipulation on your service, you sure as hell should mention it when you're upselling someone. I wouldn't have wasted my time or money on it if I knew it wasn't guaranteed (and your Front Desk person knew that by the comments I made to her)
As for the casino itself, the best analogy I could give is a person living in a small town and going to New York. The place has gotten too big for it's own good (and their staff doesn't seem well equipped to deal with the traffic). No matter where you went, it was a long walk. Ironically, for such a huge area, their table area is rather small. There's very little about this place that's relaxing (I usually stay at the Wynn and it's much more enjoyable). Their new buffet, Bacchanal, has lines the size of the bigger attractions at Disneyland (it was an hour and a half wait on Saturday night). Of course, if you were a "Diamond" or "Seven Seas" member you got to cut the line (or you could pay a $20 line pass....hilarious). Once inside, there were still lines everywhere.
On the day we were checking out, I had to wait 2 hours to cash a sports ticket because their computer were down. When I went to the "special" Octavius Tower registration desk, the woman said her computers had limited access, so she couldn't print my boarding pass and directed me to the Front desk. The woman at the Front desk seemed annoyed that I had taken her away from some paperwork (keep in mind this was at 3:30am...we had a plane at 6). She said the concierge normally takes care of that and they weren't open until 8 so I would have to go to a "paid" kiosk by the Total Reward Center. Again annoyed, I went back to the Octavius Registration. There was another lady there and she said she could print my boarding pass. After 4-5 minutes she said she couldn't find my reservation. I told her I was sure it was right. Somehow the woman thought my first name was my last name (not exactly a common mistake). I truly have to wonder when this hotel hires people if the manager just puts a mirror under their nose, and if it fogs up, you're hired. Seriously, there are a lot of brain dead people at this hotel. They also treat anyone that isn't a "Diamond" or "Seven Seas" member like crap. When I'm at the Wynn, they certainly roll out the carpet for their high rollers (yeah, I get it), but they treat everyone else nice also. There's no reason why you can't do both. I never even notice the difference in service at the Wynn and am always treated very nicely. I don't care what kind of deal I get at this place when I go back to Vegas, I won't be staying here again.
P.S. I was just reminded about their marketing of their "no resort fees". If you and your partner use internet, it's a joke. They'll make more off of you then the resorts that offer a "resort" fee. We paid on average about $10 more per day and luckily we didn't go to the gym (yeah, that's extra also). The "no resort fees" ploy is just a gimmick for them to make more money.
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