The Plaza a failed experiment

For our October trip we decided that we wanted to try something different. Having several years ago converted to "downtown people" we knew the choices for something different were somewhat limited. Having read a lot of things about the renovations at The Plaza and intrigued by the pool and food truck we booked a pool side suite at the Plaza. We were very excited about being able to just walk out the room and right to the pool.
On arrival at the Plaza and somewhat impatiently waiting through a 50 minute check in queue we meet Dwayne. He looked up our reservation and promptly informed us that there were no pool side rooms available. I launched into a version of the Seinfeld Car Rental bit. But I have a reservation. Do you know what reservations are for? How can you take a reservation if you have no rooms available? You know how to take the reservation, you just don't know how to keep the reservation. So he assured me that he had, "something better for me." My question was, if it was not what I asked for and reserved how is it going to be better?

After a round and round and round he said we are upgrading you to a two room suite and you'll like it better. OK, fine I'm tired of dealing with this. Just give me my room. WELL, it's not ready yet. OK, when. I'll call you but it will be about 45 minutes. So we wondered around and went back in 45 minutes. That is when I met Stacy (man) at the desk. He seemed annoyed with me when I asked about my room. It's still not ready. When will it be? Check in time is 4 pm. I said, I'm aware of that but you didn't answer my question. So he gives me an annoyed look and turns his back on me and walks away.

I came back and hour later. Where is the room I was promised (the one I didn't reserve) two plus hours ago. It's not ready yet. Finally at about 4:15 my phone rings. He says I called management and got it done for you. Great. Thanks.

Room was OK. Nothing special Nice to have a bath and a half but they were both extremely small. Was very hard to get the temperature regulated in the rooms.

One thing I did love was Pop Up Pizza. So good and the people that work there are very nice. Cocktail service is non existent. One night at about midnight, not many people in the casino, I ordered a beer from the cocktail waitress. Good thing I wasn't too thirsty because I am STILL waiting for it to show up. Never did bring it. After that I just went back to my reliable places like Four Queens and Golden Gate where Gloria never lets you get thirsty.

Oh and to top it off. Over an hour long queue to check out. I finally jumped out of line and left the keys. Didn't get a receipt and finally a week later my card was billed.

I am not a high maintenance guest but NEVER AGAIN. I do thank Dwayne for being pleasant (unlike Stacy) as I became increasingly frustrated with the situation. Sorry no more play and no more stay at the Plaza.

 

Looks like it was the "reservation" part that really put things on the down-spiral.
(I love that Seinfeld bit! "Anyone can take the reservation...but it's the holding of the reservation that really matters." Clerk: "I know what a reservation is!". Jerry: "I don't think you do...if you did, I'd have a car!")

As for the poor cocktail service? I've run into that too during slow times there... I just get the pit on it, and they've always been able to locate the lost CW and get me my beer.
Plaza is not alone with this problem.
I was at Golden Gate a few trips back, playing UTH at about 11AM... no CW in sight... pit-critter offers to get me a drink if I want one (after having asked where the CW was a couple of times). He then brought me a T&T in about 30 seconds... saved me a dollar, as he refused the tip I offered.

Plaza really does need to work on the check-in counter issues... they are woefully managed up there, and ill-equipped to handle more than 2 or 3 people trying to check-in.
As for them not holding your reservation? I would contact management and let them know what happened...and how disappointed you are as a result. They need to know.

 

Nothing like a bad check-in experience to start a trip the wrong way. But check out? Who does that? If they they don't have TV check out, I just leave the keys in the room and leave.

 

I'm checking out this morning after five nights and my experience is completely different than the OP.

I checked in around 3:30 on Friday afternoon. There were plenty of workers at the front desk and I had no more than a 10 minute wait in line. Stacy was also friendly and professional when I dealt with him, so I'm a little surprised by the OP's comments about him.

I also disagree 100% about the cocktail service being non existent. I never had a problem and I gambled on the floor, tables, and bar. The casino also seemed busy from Friday through Tuesday.

Not sure what your agenda is ed, but maybe the Plaza is better off without you.

 

Our room was fine. Check in was fine. I'm with Joe, I don't check out unless I have room charges that I want to check. That hasn't happened in years. I find the Plaza depressing. I know they are trying but they desperately need new management.

The host situation is terrible as well. The good ones leave and the horrible older guy (can't remember his name) sticks around driving people away. I need to get his name because I won't go back until he is gone. He was rude to the customer he was dealing with and extremely rude to a couple of different hosts I've dealt with.

 

Like other casinos, when the floor is 'busy', it always seems like the cocktail service at the Plaza is good...plenty of CWs & not too long to wait on a drink. But also, like other casinos, during slow times, it seems like they only have 1 CW working...and if she goes 'on break'? Yeah - it can be a problem...and that has certainly happened to me...not just at the Plaza, but other places as well...including 4-Queens & Golden Gate.

I suspect that it was (primarily) the screw-up of his reservation that really put him off... and then followed by the seeming indifference of the check-in staff when that happened.

 

My agenda? I have no agenda. I was sharing my experience. For you to suggest anything other than that is ridiculous. Last I checked, although it may be in question after this election, we are all entitled to our opinions. I had a bad experience, I shared it. Period. Disagree? I respect that. Attack me as having some sort of a hidden agenda I don't. I'm sorry I joined this board. I thought we all just shared our experiences and thoughts. I didn't know I was to be accused and people "suspecting" it was this or that that put me off. And since everyone seems curious as to why I had to check out. I needed a travel receipt for reimbursement.

 

I gave you a dislike because I disagree with you on your comment that the Plaza being better off without you. The OP reserved a specific room and encountered problems with the reservations and subsequent "upgrade". From the getgo 50 minute waiting line to getting the room the OP didn't seem to be unrealistic with his requests or complaint about service. While you didn't have any problems with your stay how would you feel if you encountered a similar problem?


The OP was now a downtown person so he wanted to try another downtown hotel but he had a bad experience with his stay. Not good because most hotels normally try to go out of their way to please their guests if possible. The Plaza did not and so they lost a valued customer. Losing 1 customer isn't bad but word gets out about bad service and it doesn't help fill the rooms.


Eddeline, I would recommend writing a letter to the Plaza explaining your experience to see if they will somehow make it better (doubtful, they will probably send you a "sorry" letter, but at least you gave them a chance to correct a wrong). I would also post your comments on TripAdvisor, some hotels are sensitive about complaints and will try to go out of their way to correct a wrong.

It is unfortunate that you had such a bad experience but there are a number of downtown hotels that appreciate your business. Guess the Plaza isn't one of them.

 

Before noisey slot machines and loud music in casinos a pit floor person used a metal clicker to call a cocktail server.

 

I am a pretty big defender of the Plaza here because they check so many things that appeal to me personally. I think they have improved in every aspect over the last two years and I am sure the proof is in their rising gaming revenues. I do think they have still have some front desk hiccups and think they need to add a lane for all cardholders above the bottom level. I have never had a problem getting a drink, although I couldn't get a frozen pina colada for some reason???. The cocktail waitresses really respond well after the first tip and seem to circle back with regularity. for me. With any property of the size they are they are going to have guests that don't have perfect stays, but they sure don't need new management, they are the only downtown hotel that has continuously had a presence on this board, and the ceo for sure cares about making things right for his guests. Email him and tell him your experience. The Plaza and The Plaza sportsbook will always be my go to downtown.

 

I agree with Wisconsin Terp that the Plaza fits all of my needs and that management is steadily improving on all aspects of operations. They genuinely seem interested in what the customer wants.
Saz

 

I'm a fan of the Plaza but their check in desk is really slow. Even when well staffed it takes forever. I wonder if they have a bad computer system that really slows down the whole process. Seems like they take forever on each guest even if it is just a no problem check in.

 

That's awful that you have to put up with a reply like that one just because god forbid you said something negative (supported with your experience) about a casino. It's ridiculous. The board doesn't need responses like the one you received.

Even the response saying they "disagree" with you is off base. You can't "disagree" with someone else's experience. What you can say is that on YOUR TRIP, you didn't experience such a thing. But that isn't a disagreement unless you were there at the same section and at the same time. Instead, it is a comment on another persons experience at a DIFFERENT time. I don't see the OP saying that no one ever had good cocktail service there, right? Just that he or she had this experience on their trip, period.

 

Sadly I understand why some would question the validity of the OP's original post. I have seen too many negative comments on numerous "review sites" from people who joined today, posted a negative review and disappeared. The OP stated they are downtown converts but never posted prior to this. I get it, it still looks suspicious for your first post to be a negative leaning review.

I have never stayed at the Plaza. I have seen long check in lines there and that has to be a Hugh disappointment for those who want to get into the rooms and start the party. There is another post going on about Hard Rock and not receiving the room type one has booked. That post took a turn for the dark side quickly.

Not getting what you reserved is not right but one should not be surprised because most casinos use a disclaimer stating basically you get what is available at the time you arrive.

I agree, pop up pizza is very good with friendly staff as was HHAGG. In September I ordered a drink and waited over 30 minutes before I left the slot machine I was waiting at then left the casino. Never seen the CW after ordering.

I personally have tried to like the Plaza but it just doesn't feel right for me.

In any case, welcome to the board, please feel free to share your Vegas knowledge with us, both good and bad!

 

Nah, happens all the time. People have a bad experience and they want to vent or complain or warn others of their experience. I think that is the reason they joined, to tell everyone of the bad experience they had at a hotel. This is good though, at least we hear about a problem encountered at a hotel so we will be forewarned of the possibility if we stay at a particular hotel. So many times these bad experiences will not get publicity so we won't know or hear about it unless someone posts it or we experience it firsthand.

Tripadvisor is another place for people to comment. Most of the time people will post because of bad experiences, not as many will post of their good experiences but many people will want to make sure that others hear about their bad experience they have at a hotel. I like to read the bad comments to find out if there were any problems or issues at a hotel. I take the posts with a grain of salt and I will determine if it is a show stopper or not. Many times what bothers someone won't bother me so I will see what kinds of complaints a hotel has before I book a particular hotel.


Is this the norm at the Plaza? Maybe, maybe not, but if we hear more of these "experiences" then maybe there may be some truth to it. Many people like the Plaza, others don't like the Plaza and if you don't like your experience there you can always book another downtown hotel for your next trip.

 

We experienced the 1 hour checkout wait last year. I have no trouble believing it. I also experienced the ups and downs of the cocktail service as well, however, I tend to see that at nice strip properties as well.

I don't think being disappointed at poor service and coming here to write it up shows any evidence of an agenda. I appreciate reviews like this. We are going back this December in any case. It's nice to have other reviews to compare our own experiences with.

 

OP,
Thanks for your post. I admit I have considered staying at the Plaza but there have been plenty of reviews, this one here being the most recent that has me deciding to stick with DT Grand or something like that.

To the guy saying the OP had an agenda, I ask what yours is? For all I know you could be an employee there trying to gain some business off the board. Do I believe that? Nope, but I sure can turn the tides and wonder.

 

What's the big deal with a spirited debate? We're supposed to be independent minded adults so of course there will be disagreements...geez people stop being so sensitive

 

I went there to ask about the $500 rebate offer and didn't like the way the host talked to me about it. He acted like I was a little kid talking to me so I just didn't gamble there. There's plenty of places I can frequent so I just didn't feel it there. I like seeing some experiences like this on the board. I know it's one person's opinion but there's always some value in a post like that. I hope I don't ever have that kind of experience anywhere but chances are it could happen anywhere. Thanks for the information.

 

Eddeline,

I am truly sorry about the experience you had at the Plaza. These are not the type of reviews that we hope for after guests leave our property. I would have hoped that such a bad experience would encourage you to reach out to myself either in person or on this forum, BUT it seems that you just joined VMB today this was your first post ever. I just hope this is not an attempt to troll or unjustly hurt the Plaza brand.

I would like to get your confirmation code to your reservation to further look into this situation and make things right. I can be reached through DM or my contact information below.