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| - Visiting Vegas for my friends Bachelorette Party, I was responsible for ensuring everyone's comfort by booking our accommodations. We were able to secure 3 rooms at the Palazzo through our booking on Hotwire, score right? Well that is what I thought initially until I checked in. The plan was that everyone would sleep on a bed, they typically have rooms with 2 queens and a pull out couch and my goal was for no one to sleep on the pullout. Checking in at 2 PM (1 hour before check in time), I was told by the lovely front desk agent that Hotwire only books king bedrooms and that is what we were getting. A setback but I can roll with it, I also requested if two rooms can be conjoined while the third room be located in the same wing. Did not happen. Got two rooms that were 4 doors apart and the third room was going to be in a different wing. Frustrated, I accepted this offer since that is what she could do. She gave me 3 sets of room keys and told me that she doesn't know which rooms they would go to and that I would need to check each set of keys against the room. She's joking right? Nope, this was her truth and I was dumbfounded at what crappy service I was receiving at a luxury hotel, a hotel I've stayed at before but never received such horrid service. I was also told that the rooms weren't available and that they would call me when they were (she mentioned that rooms aren't guaranteed to be available at 3 and that we may have to wait till 5 to get into our rooms, again, what the hell am I paying for?). I left to grab some friends at the airport and returned at 3:30. Still no call, I decided to check back and see if at least one room was available since the bride-to-be was on her way there. I got a more pleasant lady this time around. She completely understood my frustration and offered me a solution that we couldn't refuse. For an upgrade fee, I could stay at the Venetian (adjacent sister property) with the requests I was looking for and that I would be getting more space in those rooms than I would have at the Palazzo. Sure, let's do it. We were guaranteed a King size bed, a pull out couch, and complimentary roll away in each room. When we got into the rooms, grand yes, couch no. I called the lady back and she told me that she understood those rooms to have a couch and that she would see if we can move. No other rooms were available so she said she would send an additional roll away to each room which we were fine with. After about an hour or so, still no second roll away. I called housekeeping to see what the status was and they said they were sending it. Another hour, still nothing. I call again, same answer. After waiting about 3 hours, I called again and this time I got some housekeeping manager that told me that having a second rollaway was a fire hazard. There is 500 sq. ft. of empty space in the huge room so I'm not sure why this is an issue but I can understand hotel policy. What I can't understand is why I was guaranteed a product that I paid for which couldn't be delivered and why after numerous calls, I was finally getting this answer. I called the front desk agent back (the nicer one) and she was looking into other options. Unfortunately, no other options existed and we were stuck in a situation where folks would have to pair up on roll away beds (we're not in college anymore so this dorm style living was not ideal). Fortunately, the nicer front desk agent was able to reverse the upgrade fees but after about 8 hours of crappy to good to crappy service, this hotel just isn't for me.
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