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Delano, was I in the wrong?

Discussion in 'LV Strip Hotels & Casinos' started by Taking, Nov 22, 2014.

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  1. Taking

    Taking Tourist

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    Wanted to get another set of opionons on an experience I had at the Delano last weekend.

    Two weeks ago I was given the oppertunity to attend a Conference at MB for which my employer would cover my total expenses. I called the marketing excutive that I deal with at MB and she offered me two comped nights at the Delano, with the third being a reduced rate. We discussed my options and I explained that I wanted a strip view Panromic room in the Delano and would like to pay extra to secure this room. I also stated that since my company was paying for the room she did not have to comp my rooms, instead to look at my play at the end of the trip and possibly take off a spa bill that my wife would be going to.

    I arrived at 2pm on a Thursday and quickly was checked in. Again I expressed that I would like the Strip view Panaramic View suite and would gladly wait for one to be cleaned if that would allow me to be placed in the room. The lady behind the check in desk clicked on the computer for 10 minutes, went back to check with her boss, clicked around a bit more and said "Oh we have the perfect room! I can't tell you the exact room number yet because it's a surprise!" She seemed very excited about it so my thought was being a comped player that was paying for a room I was upgraded to a bigger suite! She printed me off 2 room keys and said I would be called when the room was ready, no need to check back at the desk. Natually hearing of this "secret room" I was very excited. I tipped the girl behind the desk 20 dollars, dropped my bags at the bell desk and headed off to get some video poker in while I waited.

    An hour passed
    Then two
    and 3.....and 4.
    Decided to go eat at Kumi thinking someone had a late check out and the room would surely be ready by 7! Went back to the desk and they said "Oh sure, your room is ready, let me print you off two cards!"

    As I approached the end of the hall I already know I'm facing the wrong way. Walk in the room. Yep, Panaramic suite.... and if I slam my face all the way against one window I can barely seem the MGM! Directly in fron of me in MB, and to the right is facing the south. I called down to express my flustration with not having the room I payed for. Was told that since it was so late in the night that the entire hotel was sold out but I could check back in the morning to possibly move.

    I'M PISSED.

    After yelling at the poor guy on the phone for 10 minutes (it wasn't his fault) I decide we are leaving. Called my hosts at Cosmo and Aria, both of which offered me comped stays but the wife wanted to stay somewhere new. Ended up at the MGM Grand, 1 bedroom suite facing the strip.

    Do I have a legit reason to be mad? I just feel that I had poor service all around. The crappy thing is I LOVE Mandalay Bay.

    For what it's worth I'm 100-150/BlackJack player and 1-2$ Max credit VP player. I understand that comped rooms are basied on how much you are worth to the casino. But for someone paying rack rate I felt that I should have gotten the room I payed for. Although I've never payed for a room in Vegas so I don't know how that is treated.
     
  2. Chuck2009x

    Chuck2009x VIP Whale

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    Well, you probably could have spared the yelling, but I've done the same thing as far as leaving when I got bumped out of suite I had reserved in advance.

    The whole thing of the front desk saying she couldn't tell you the room number is either fishy, or like you said, led you to believe they were going to give you something better. I don't think she would have been too excited knowing she was going to put you in the worst corner of the four.

    But a couple of things: You should have been back at the desk at 3:00 or 4:00pm checking on it. And it's good to know the floor layouts and specific room numbers if you want a specific suite. Occupancy is picking up fast, and this type of thing is going to happen more often unless you stay on top of it and have a plan B and C.
     
  3. UTE

    UTE Plastics

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    I had just the opposite experience when it was The Hotel. My wife and I had booked a suite for 7 days over Christmas/New Year's. I tried the "$20 dollar trick" at the desk upon checking in. No deal. My wife and I went up to our room - which turned out to be on a low floor facing the parking structure. Just as we were starting to unpack - the phone rang and a desk clerk said we'd been re-assigned another room. It turned out to be a Strip penthouse two floors from the top. My wife and I left the drapes open all night just to see the view. The next day, I found the desk clerk and tipped her again as a thank-you.

    The way I see it, all you can do is ask (and tip). For future dealings, I know now it's probably a good idea to take a look at a room before accepting it. What hotel staff may think is a big favor to me or you is not what we may think.

    Bill
     
  4. jdvegas

    jdvegas VIP Whale

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    It is not unusual these days to give you the keys to your room, but not tell you the number of the room until it is ready - they will just call you can give you the room number when it is ready and you do not have to return to the front desk. This is in a scenario where you try to check in, but your room is not ready yet. Specifically, they assign you to a room where the prior person has already checked out, but the room has not yet been flagged in the system as cleaned.

    I wonder if there was a snafu, and the room they initially grabbed for you got re-assigned...
     
  5. leo21

    leo21 VIP Whale

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    Paying for the room doesn't get you the precise one you want, but it should me you get the room class or better. Looking at the Delano site, I see a listing for a Panoramic Suite that offers a variety of views, including the strip but not exclusively the strip. So they did give you want you were paying for. I don't know why you paying for the room even though you could've been comped is something the front desk should have known or that it should have guaranteed you something better than the next guy. It sounds more to me like you weren't necessarily booked into that room to begin with because I don't know why the clerk would have to clear it with a supervisor if that's what the host reserved for you.
     
  6. firstkill

    firstkill High-Roller

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    Paying for the room, I'd expect better service or a bump up in room.
    I would have done the same and left the property if it wasn't paid for already. Then talk to the host about it
     
  7. Taking

    Taking Tourist

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    See thats what really upset me. I know there are much bigger fish in the pond than I and suites should roll downhill as according to play. But when a room is paid for in advance then I fell that is the room someone should receive!

    There was pluses of going to MGM. I LOVE LOVE LOVE Whiskey Down and that is something that MB has nothing that compares to it, but hate the cab line at the second largest hotel in the world.
     
  8. pressitagain

    pressitagain Low-Roller

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    You feel betrayed for being a loyal customer that plays at a decent level.

    You weren't asking for the world.

    They gave you the shaft!!!!

    I know your frustrations, all too well. Our last trip was similar.
     
  9. REELmoneySlotFan

    REELmoneySlotFan High-Roller

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    I get your frustration. The check-in was a snafu since they never gave you that call to tell you your room number. But in essence (except of the requested view) you got the room you paid for, I wouldn't be happy either. I probably wouldn't have left. I would have stayed, contact my host and have my issues "fixed" after the trip. I would make it very clear that they would have to put in a REAL effort to correct this wrong on my next stay (in other words, making a better than usual offer). But that's just me...:)
     
  10. Chuck2009x

    Chuck2009x VIP Whale

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    Some trips/stays I don't give a shit what kind of room I have, and some trips I really care about the room.

    Unless you're a big player, any time you're trying to get anything other than a standard room, paid or comp makes no difference, you have to babysit it all the way through. Verbal commitments and assurances and "I'll put a note on your reservation" mean nothing.
     
  11. xmarksx

    xmarksx VIP Whale

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    I agree with Reel Money, Delano not calling you to advise of the room being ready is something I might expect from NYNY. You were willing to pay for a superior experience, both in quality and experience, they dropped the ball. I see absolutely nothing out of line in switching properties.
     
  12. Joe Strummer

    Joe Strummer VIP Whale

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    I think you learned a check-in lesson.
    I learned this many years ago - when I first vacationed in Vegas.
    *
    No matter what check-in tells you ---
    You have to be a pain in the @ss and just keep checking back in
    with them about your room.
    I didn't ( like you ) and I ended up twisting in the wind ( like you ).
    Never again.
     
  13. makikiboy

    makikiboy VIP Whale

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    Make noise. write about it on Tripadvisor, anywhere (and everywhere) else that you can about the crappy service the Delano provides. Write to the host department about it. Also if you can remember, list the clerk (maybe both clerks) who screwed it up. Make sure that they know they screwed up and see what will they do about it. I would have gone down and spoken with a manager about the mess up (no sense complaining to a clerk, the manager can do more for you), we all know that they usually have a room available if they want to find one for you (unless it was the SEMA or CES or a big convention or holiday that week) and you complain loud enough, especially after waiting 4 hours for your room.

    As others have mentioned, with a check in I would check back regularly (after 3 pm every hour at the least). I know there are late checkouts but I would at least make sure I know what room number I would be staying in. It looked like the initial clerk may have set you up with a nice room but the later clerk just put you in anything she could find (they probably gave away your room so she was caught trying to find you a room) and didn't care. Guess the second clerk didn't get her "tip" so she put you in a crappy room. I would never rely on the hotel calling me when the room is available unless they specifically gave me the room number I would be staying in. That way you could actually go up to the room to see what the problem is (cleaning? still occupied?). Heck with these "surprise" rooms, I would have been back an hour later (speaking to another clerk) to see what the hold up was and what room they were giving me. You would hope that a 4 or 5 star hotel will be on top of things but we all know that isn't reality. I would have at least checked back 2 hours later on the status of your room.

    I would probably have held off on tipping until I actually got into my room, can always tip the girl later.

    You need to call these guys out on the screw up. They need to see the bad reviews on a national (worldwide) web site like TA or else they will continue to screw up because nobody calls them out on it.
     
  14. Jordan

    Jordan Caveman

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    Is this really THAT big of a mistake that they need to be CALLED out? Ya, it sux that you didn't get the room you "wanted", but you did get the rom category that you "paid for", correct?

    I'd recommend that you shoot your host an email and mention what happened and that you ended up staying at MGM and giving them your play because of this..(mainly as an FYI that you are "room sensitive", so he/she knows better the next time and can document that in the reservation!
     
  15. makikiboy

    makikiboy VIP Whale

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    The OP stated what he specifically wanted.

    If you don't call them out on it they will continue to provide substandard service. Let others know that this occurs and hopefully management will get the message.

    We're not talking about a downtown hotel or 2 or 3 star hotel, we're talking about what some people regard as a "first class" resort. For that you should expect the best from them. If they want to act like a low class hotel they should also be downgraded from 4 or 5 star hotel to 3 star hotel. The only way they will improve is if they are called out on their poor service. But that's JMHO. I feel if you are paying for the 4 or 5 star experience you should get what you pay for.
     
  16. leo21

    leo21 VIP Whale

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    Yes but what he specifically wanted couldn't be specifically booked. Everyone who books that suite probably specifically wants a premium strip view but the room class only guarantees a panoramic one. Perhaps the host should have made that more clear but for that room, a strip view is a preference like being near the elevator.
     
  17. YukonSloMo

    YukonSloMo Low-Roller

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    We used to make MB our home resort. In May we decided to stay @ the Delano in the hopes of getting an updated room. As it was around the transition from theHotel we were concerned about construction and noise etc. Was told on numerous occasions by our host that everything would be fine. Was told by the Delano Facebook rep everything would be fine. Needless to say, there was a convention, there was noise, smell from the sewers, didn't get the room, floor or bed we asked for. The pool area was unsupervised and we ended up watching a group of teenagers carry on and act like they had not been outside of their parents basement. We got auto tipped for our drinks.....even though we paid cash. Got similar story about having the best room.....

    I don't care about not giving us what we hoped for...what I care about is being BS ed.....also, if there is a convention....then say...that and give us the choice.....! We got one night credit. One and we are done.....trying the Mirage this trip.
     
  18. heatherlovesvegas

    heatherlovesvegas VIP Whale

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    Yea, they don't tell you the room number until you get your keys. Happened to me last year "oh we will call you" hours later I just go to the desk and ask, oh yeah your keys are ready. Gee thanks haha.
     
  19. shifter

    shifter Degenerate Gambler

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    you were disappointed.

    you went elsewhere.

    sounds like business to me.
     
  20. thekillers

    thekillers Low-Roller

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    I had somewhat of a similar situation at the Mirage. I called weeks in advance to speak to the host and make sure I got a strip view, upgraded to a Deluxe Room, etc.... when I checked in they said it wasn't ready but it would be within 45-60 minutes. I said to her 'wow that's not a long wait, it will be ready before I can even finish grabbing a burger' , she replies...'Yes'. I asked the clerk at the desk how I can bill it to my room. She says, don't worry you can just show them your photo ID and your last name and they can enter it in the system.

    Now here's a trick you can all use if it's an MGM Property, before I went to BLT Burger I decided to head to Starbucks for a coffee, and being that i am all about charging to my room I explained to the Starbucks woman how I was still waiting for my room to be cleaned and that the woman at the desk said I would only have to give my name and an ID. She says, yes that works, starts typing in the info, then she hands me my receipt and says 'oh and there's your room number on there' JACKPOT. So before I ate I decided to check my room I go up to the 25th floor, figuring on seeing the maid in there because at this point it should be ready in about 20 - 30 minutes. At least I knew I was facing the strip based on the room number. But when I got there the door was shut and there was no noise on the inside. So I go down to the woman at the front desk and ask how much longer, she says.... 'it could be another 4 hours' ...WHAT??? I ask her what happened to 45 - 60 minutes she told me 40 minutes ago.... she then lies and says she never said that. I ask to speak to a manager since I was upset. She says, listen im very sorry, my co-worker made a mistake but there's nothing we can do, I just double checked and it wont be ready and cleaned for another 3 to 4 hours. Here's a pass to the spa'
    At this point I'm thinking, Foock it! I'm in Vegas, about to have a great week at a great hotel with the room I requested, people make mistakes get over it... so i thank her take the all day pass from her, I literally walk 2 steps away and my cell buzzes, a text message saying my room is ready!
    What did I learn?
    1 - At the Mirage they really need to work out a better system between check-in and housekeeping and get the hours straight
    2 - If they wont tell you your room, just go a store/restaurant on site and buy something, charge it to your name and your room number shows on the receipt.
    3 - Don't be that guy/gal that screams and yells at people at the front desk because there was a glitch
    4 - And if you do lose your cool apologize... take a breath and say sorry for being upset, sometimes that can work wonders.
     
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