the palazzo is TERRIBLE

I had the same experence this week at the Palazzo. When I checked in I asked for a smoking room close to the elevator. Easy enough. The guy told me they didn't have any smoking rooms available. I said, OK, give me non-smoking. Suddenly a smoking room came up that was being cleaned and would be ready in 15 minutes. Great. He held it, took my cell phone number, and an hour later I had not received a call. Went back up to desk. A new person told me the room wasn't available. I had a fit. She ended up sticking me in a room on the 9th floor, crappy view and was at the end of the hall. I sucked it up because I had things to do that day.

On checkout day, I had 3 housekeepers knocking on my door at 10am telling me to get out! Thought that was pretty rude considering I had such a hard time getting in the place.

When I got home, I had a postcard waiting for me for 3 comped nights. Still thinking about this one because the gambling there is terrible.

 

To get in to a room before 4 in Vegas is a definite plus
Should have dumped your bags with the Bellman and started your
vacation rather than watch and seethe over everyone else getting rooms

Once you got that disgusting room and trip to the manager with bags in
hand would have been next on my list of things to do

that is disgusting Ick , who wants a vacation like that
I don't live like that at home I would be dipped in S*H*I*T*
before I did it on vacation

sorry about your experience
sure hope mine is better

 

3Cats it sounds horrible.......I remember my friends parents having major issues with the Venetian shortly after they opened also. Peanut shells on the floor, dirty windows and a shower that hadn't been cleaned........
To those who are bringing up the check-in time, if they tell you they will have a room in an hour and they don't or they put you in one that is unacceptable I can see getting upset and wanting a refund. Maybe it's just me, but if someone tells me they are going to do something I expect it done.

 

To be fair, they did give you a room on the 9th floor by 2 pm.

Was there anything wrong with the 9th floor room other than the person working outside? I mean, the person would have eventually left, right?

 

Oh an another gripe!! Their freaking players' club CLOSES.. it CLOSES. I don't think I have ever seen a players club sign up place ever close. There are probably other casinos that do that... I guess it's just an additional gripe.

 

I was at one place where the Players club closed for a while during the middle of night. I thought it was MGM but not positive.

Regardless - the first room wouldn't upset me quite as much - but the dirty room would be my breaking point. If they can't put you in a clean room, fine - you are asking before normal check in time. But then tell you that. Don't stick you in a room that they would not evne want to sleep in themselves that hasnt even been cleaned!!!

 

That doesn't surprise me. All kinds of stuff closes in Vegas, only the gaming and the cafes are really 24/7. Are slot clubs supposed to be 24 hr operations?

 

I've never seen a 24 hour players club.

 

wow what a response, thank you all for reading my review
for the record we did not request any specific type of room ie.. smoking/nonsmoking, high/low floor, nothing, we wanted to see what they would offer us. I realize that check in time is 3:00 and I realize check out is 11:00, but, I also realize that there usually are rooms available starting at noon and since I am a local, and could stay anywhere I want, any time I want, that somehow that would receive some sort of special treatment, and since I was an "invited" guest,, but fat chance..
thanks

3cats

 

The PC at the Wynn closes around 1 or 2am i think? or at least it did on a Sunday nite after I had left Tryst and wanted to do some gaming and pick up a players card but couldnt.

 

Oh okay, I didn't know casinos closed their players clubs... I guess I just never seen it happen myself and I usually play in casinos until the wee hours of the morning.

Also, I just don't see how not having a PC open 24/7 gives them an advantage. I personally will NOT play at a casino if I don't have their players card... I'm sure there are others like me.

 

I'm sorry you had a bad experience. Since they said they would have something available they should have. However, I do agree with an above poster who made the point that perhaps your anger fed into the situation and made it worse. After all, early check in is a bonus, not a right. I work in customer service and I will always bend over backwards for a customer who is polite and undemanding. I will bend the rules if possible to make their experience a good one. If I have made any type of mistake I will correct it immediately with an apology. However, when people try to bully me into something that they're not necessarily entitled to, they will hit a brick wall. I will not be unhelpful, but I also will not go out of my way for them. I don't think I'm unique in this respect, which is why working in my field has given me a healthy dose of politeness when dealing with those in similar positions.

 

Sorry to hear about your sucky experience! Seems to me Palazzo may not be ready for prime-time yet.

But in terms of being a local entitling you to special treatment, I'm not sure I get that one. Can't ANY hotel guest stay anywhere they want, anytime they want? At any rate, I have been visiting Vegas 4-10 times a year for 20+ years and I bet I rack up a lot more hotel nights than the vast majority of locals.

P.S. I've learned over the years that "invited guest" usually just means you get to use a shorter line, lol.

 

Reston

I can see that you didn't get my thought completely,
I have 365 days a year to stay at anyone of these places, or NOT since I live only 7 miles away.
i am not forced to stay anywhere because I flew into town for vacation and need a room.
There are plenty of locals who don't stay in the hotels at all.
When I worked at various hotels on the strip is was an unspoken rule of thumb that locals always got
just a little better room, quicker, etc... and many 98% of the hotels still feel that way. The hotels like it when locals come and stay as we refer our clients to their places too. Also we may run into each other at the local Albertsons, It is very important for Jim to see and stay at these places so when customers ask him DAILY what is that place like??? he can respond by personal experience. That is why we get invited to many night clubs, hotels, resturants, and even gentlemens clubs, all with VIP and invited guest status. These places try to romance the limo drivers.for the referrals.
I called the Palazzo prior to leaving home to see if they had any rooms ready or should we wait awhile and the response was, "We have plenty of rooms right now (10:30) and we are expecting a large check out today. so come on down and you will get right in"

If they would have been honest with me and said you won't get a room till 3:00 at the earliest, we would have stayed home and not gone at all, as that is too late in the day to really get anything done down on the strip for only a 1 night stay, and the front desk knows that is how people feel, so they play the game.

Also as many people will tell you that VIP and Invited guest means more than just getting to use shorter check in lines.
it means using the invited guest lounge, usually a goodie in the room, a better room, line passes, and better tables and guaranteed reservations at the resturants and shows of that hotel. If you don't get all these items being an invited guest, or VIP than your casino host/hotel host isn't doing their job correctly. They are giving you a status either they don't understand themselves or they are giving you a false sense of importance.
Again I realize that I am just a "local" and Reston, you come out here 4-5 times a year, and probably are more knowledgeable about the casino/resort industry than myself, who worked in it for 3 years.

3cats

 

I have been an "invited guest" more times than I can count. It's never meant anything more than a separate (sometimes shorter, not always) check-in line and a better price or a comp. No lounge, no goodies, no nothing. Often my offer does include some free play or money to use towards food. Not always. Still, I appreciate it when the line is shorter, and I like my price better than what is available on the hotel's website. It doesn't guarantee or get me a better room, however, just "a" room.

 

I realize that I'm not quite as experienced as everyone else on this board. However, I have my own observations and having 11 years now of Vegas trips and twice as many customer service years under my belt I do have to state my opinion. I don't beleive you should have been mislead by their "come on down" and you'll have a room, but if you live just 7 miles from Vegas, don't you think that the people traveling from all over in some ways would deserve a room before you? I know that when we arrive from the East coast, yes I can now have a shorter line to the reservations desk but there are times that I have had to wait to actually get into the room and then I also do not have any "goodies" waiting other than an invite to a tournament or some comped rooms or shows. But then I'm just so happy to be in Vegas and to just soak in the Vegas magic! I think you got a raw deal on the room itself and certainly deserves a complaint from you, but I tend to think that they were trying to help you and really gave you a room that wasn't ready and that isn't right. Again, I think the difference here is you were going there to basically "review" the new casino and it certainly didn't pass, but most of us come to Vegas for our vacation and for me that's one time a year and I guess I don't expect much because I would probably have taken the 9th floor, shut the drapes and gone down and gambled! But hey that's me and that's my opinion!