Las Vegas Hotels

Las Vegas Hotels 2016-01-31T19:41:47-07:00
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My husband and I recently stayed at the Venetian in Las Vegas. I was really excited to be staying there because it looked wonderful.

We couldn’t check in right away, so we went to the concierge to book dinner reservations for that night. They were very helpful and booked dinners for two nights.

We finally got to our room, and that’s when things started. The first thing I did was to request a late check-out (our plane was leaving in 4 days very late). At first they said no, until I offered to pay extra. They charged me $100.00 which was fine. The room was booked online, and I felt we had a good price at around 199.99 per night. So I didn’t mind the extra charge.

We ate at the French restaurant, and though they always had tables open, there was never a wait less than 15 minutes. It didn’t matter much, as they served free mini muffins while you waited. The food was to die for!

I had a really nice time, until the last day. We decided we wouldn’t mind staying another day, and I inquired about an extra night. The hotel staff gave me a flat no. Didn’t offer to find other accommodations, just said no. I was understandably upset. I had lunch and went back to my room to pack only to find that my key had been deactivated. I called the front desk, and they took almost 30 minutes to send someone to let me in. When I finally got into my room, I was furious. I called the hotel manager’s office, and they said that my key was deactivated with the others at the normal checkout time. I told them that it was unacceptable to wait 30 minutes to be let into my room, when I was paying an extra rate to stay late. I also told them that I did want to stay, and they again said no. They then offered to let me stay an extra night for triple the nightly rate.

I was beside myself, I finally argued long enough that they agreed to remove the late checkout charge, but that was all. I can tell you that I have stayed in many 5-star hotels, and though the Venetian is beautiful, the service is lacking, and the management does little to make up for it.

I’m not sure if you’ve ever been there, but check it out sometime. Great food, poor all around service.

Andrea


Answered by The Penny Pincher

Hi Andrea,

Thanks for writing. I for one would not stand for such poor service. Over the last two months I have made a number of trips where I needed to check out late, in some cases as late as 8 pm. Not once did the hotel argue with me or charge me extra. I find it outrageous that the Venetian would charge you an extra $100, and than deactivate your card. It’s possible that your card was programmed to deactivate automatically when you first checked in, but the front desk should have provided you with a new card when you agreed to a new check-out time.

I am also surprised that they made you wait 30 minutes without apologizing.

The problem that you encountered is not uncommon with some Las Vegas hotels. Las Vegas has become such a popular destination giving the hotels great pricing power. Unfortunately, some properties have become lazy with their customer service knowing that they will fill there rooms regardless.

All the best,

Joel

Answer posted by The Penny Pincher on May 28, 2005 02:18 PM

More like this: Hotels, The Penny Pincher, Upgrading

edited question

Answered by The Penny Pincher

Hi Andrea,

Thanks for writing. I for one would not stand for such poor service. Over the last two months I have made a number of trips where I needed to check out late, in some cases as late as 8 pm. Not once did the hotel argue with me or charge me extra. I find it outrageous that the Venetian would charge you an extra $100, and than deactivate your card. It’s possible that your card was programmed to deactivate automatically when you first checked in, but the front desk should have provided you with a new card when you agreed to a new check-out time.

I am also surprised that they made you wait 30 minutes without apologizing.

The problem that you encountered is not uncommon with some Las Vegas hotels. Las Vegas has become such a popular destination giving the hotels great pricing power. Unfortunately, some properties have become lazy with their customer service knowing that they will fill there rooms regardless.

All the best,

Joel