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Delano Customer Service Response

Discussion in 'LV Strip Hotels & Casinos' started by dutchvelvet, Oct 3, 2014.

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  1. dutchvelvet

    dutchvelvet VIP Whale

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    So, after my recent Delano stay, I filled out the online survey and complained about the pillows and the fact that the valet service up front told me I had to use Delano valet (I self-parked after that). Got a response today and thought I would share:

    First and foremost, thank you for your continuous patronage. We recognize our guests have endless options in resorts and hotels in Las Vegas, and we sincerely appreciate having multiple opportunities to host you. I am pleased to know, overall, your stay with us was enjoyable. I do regret, however, the discomfort you endured as a result of the condition of the accommodations you received. The condition of the pillows in the suite you received is not indicative of the manner in which we intend to serve our guest. We maintain high standards for the preparation and maintenance of our guest rooms. I am saddened that these standards were not reflected in the accommodations you received; however, I am pleased to inform you that due to valuable feedback such as yours, management is in the process of updating the condition of the bedding to match our standards and your expectations. Delano Las Vegas consistently strives to exceed our guests’ expectations by providing premier hotel accommodations and passionate guest service that is authentic and guides our guests through an exceptionally fun and unexpected experience. Sadly, Mr. Dutchvelvet, we fell just short of your expectations and our goals. I would like to assure you Delano Las Vegas is focused on providing excellent guest service. As a gesture of goodwill, I have made an adjustment to your room account. $89.60 will appear as a credit on a future Visa credit card statement. This transaction will be completed within 5-7 business days. Your patience is greatly appreciated. I invite you to contact a member of our accounting staff toll free at 855.275.5733 if you have any questions regarding this transaction. Your comments have been shared with our Housekeeping management teams for review.


    Not bad, considering the refund covered almost the entire upgrade charge to Delano. Pillows really didn't bother me all that much truthfully (I was completely exhausted by the time I got to the room), but everyone else here complains about them so thought I would too. Glad to see they are in the process of getting better pillows.

    I am also concerned about your comments regarding the use of the Mandalay Bay Valet. I am terribly sorry for any misinformation you received as our Delano Las Vegas guests are welcome to utilize our Mandalay Bay Valet. Delano Las Vegas has a standard overnight valet parking fee of $20 per night for registered Delano guests, and this parking fee still applies if you wish to valet at our Mandalay Bay Valet. As an upscale luxury hotel, this change mirrors the same standards of Delano South Beach as well as other luxury boutique hotels, including Four Seasons and Mandarin Oriental. Platinum and Noir M life members will not be subject to pay the overnight fee. Additionally, guests will not be charged for single hour usage, and the fee only applies to registered Delano guests.

    I still dislike the $20 valet charge, don't see why anyone would pay it as the Delano Valet is actually inside the self park garage. Nice to know that platinum/Noir have the fee waived though. Apparently non-hotel guests don't have the fee charged either.
     
  2. Iceicecool

    Iceicecool Low-Roller

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    I've stayed there twice in the last month and both times the pillows were so big and hard that I was only able to sleep on my back. I am a side and stomach sleeper so it was very difficult for me. One time I called housekeeper to request smaller, flatter pillows and they brought up the exact same type that was already in the room. The pillows are so big and firm I thought it was a joke at first.
     
  3. Chuck2009x

    Chuck2009x VIP Whale

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    The $20 valet charge is still laughable.
     
  4. Snidely

    Snidely VIP Whale

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    What if you just tell them you're not a Delano guest? Maybe that valet fee works in South Beach, but when no one else charges to park, $20 is exorbitant.
     
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