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| - I really want to like this place.
First impressions and customer service influence my perception of a hotel. I had a three night stay during mid-March after spending several nights on the Strip. It's about a 25-30 minute drive from the Strip on the interstate. It's not that difficult to get to from the Strip; on a return trip, coming out of the Aliante, you have to quickly get into the right lane to enter 251 West, drive several miles to I95 South and remain vigilant so you don't miss the I95 South interstate entrance ramp going back to the Strip. The property is gorgeous and resembles a miniature Red Rock Hotel and Casino. Registration is a distance from the casino and there is an assortment of restaurants and a food court near a large movie theater. There is ample parking.
Upon arriving to the hotel, three burly security guards watched me struggle with opening the large glass doors to registration, and did nothing to help. Approaching the registration desk, I was greeted with "you checkin in?" I reiterated my room request, "King bed, no smoking on a high floor without a direct view of another building, parking garage, rooftops or heating and air conditioning units. I walked to my room continuing to notice how attractive the registration area, elevators and hallways were. The room was well decorated and beautiful. There was a large, fully tiled shower with glass doors and a boutique styled sink. There was no bathtub. There was a 42 inch plasma television, but unfortunately, numerous channels either pixilated or did not come in at all.
The carpets, drapes and curtains appeared new and well maintained. I drew the drapes and curtain and, unfortunately, I had an excellent view of a roof top and a series of heating and air conditioning units. I immediately dialed the operator to reach the front desk. A reservation agent answered and feebly attempted to placate me. She indicated that the hotel was sold out for the night, I could be moved to another room the next day and that all the rooms in this price point had a view of the rooftop and heating and air conditioning units (yes she said ALL). I refused to accept her explanation and asked to speak with the front desk. She placed me on hold for some ten minutes, returned and told me the front desk reiterated what she'd stated to me. After complaining that she did not connect me to the front desk, I asked to speak with a manager and waited about 15 minutes for her call. She gave me the same run around. Unbelievably, all the deluxe rooms reportedly have the same view. She was silent when I asked why this information is not contained on the website or when reservations are made. However, for an additional $10 per night, she would happily send someone to assist me with my luggage and relocate me to an upgraded room. (But I thought the hotel was sold out.) I told her it was a matter of principle and that I would remain in my current room.
The Medley Buffet is very reasonably priced. It is a little more than an average buffet, but for the price, it is excellent. Customer service at the buffet was great!
The exercise room is located on the second floor and overlooks the pool, which is quite attractive. The exercise room was clean and had a very nice array of weight machines, bicycles, cross trainers and treadmills. Equipment was adequately spaced for safety and the room was not crowded. Nothing was broken!
The casino is smoky and over my four day stay I found the slot machines somewhat tight. On a Friday, at about 6:30 pm, I did discover a Wheel of Fortune slot machine that was kind enough to allow me to play continuously for about 90 minutes racking up Players Card points until I finally lost my winnings and initial investment. It was worth it. Unfortunately, this is where I experienced some really bad drink service. For literally one hour, a cocktail server did not come by the slot machine bay. Others across the casino made eye contact with me as I attempted to "wave to them" to let them know I'd like to order drinks, but was ignored. I spoke to no fewer than four employees, supervisors, who passed by, asking them to send a server to our area. I spoke to one supervisor twice and she used her "walkie-talkie" to make someone aware to send a server to a specific slot machine. No one came. Eventually, a business suited manager appeared who was ushering a server through the casino. Thankfully, they stopped by and I ordered drinks and continued to play the slot machine. Unfortunately, after 25 minutes of waiting, I called it a night and left.
On Saturday, I went to the Bistro 57 Restaurant Bar to watch the NCAA Basketball tournament. The décor is very nice and inviting. I ran a tab and stayed for some two hours, before leaving. The customer service was efficient, but not friendly.
All in all, I really want to like this place; décor and amenities - excellent; customer service - zero.
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