When we checked in Thursday, 9/17, our shower did not work. Ms. How called three times to report that she wanted to take a shower before she fell asleep. Each call, the guest services staff said someone was on the way up. No one arrived. I was her guest and I was wide awake working on my laptop until 1 a.m. No one came. No one knocked. They offered to change us to another room, but she had unpacked and preferred someone repair the shower.
I called guest services and spoke to Rainier and said that was not acceptable to not have basic amenities. I asked Rainier to escalate to the manager, Jennae. He stayed on the phone for several minutes and the manager did not respond.
I asked if they could reduce our rate for the night since we did not have basic amenities. He said he could give us a credit for food. I told him we already had a $100 credit with the room and we don't eat that much. The more expensive restaurants did not have reservations open at times we could eat before the Eagles concert, so the credits were of no use to us.
Rainier stated that the credits could be used for parking and for the room itself.
When we were checking out on Saturday, we asked the front desk about our credits and were told the $60 credit could not be applied to parking. We had noted already on our on-TV checkout bill that the food service tip and parking were not applied to the credit, so we suspected we had to get food to use the credit and the hotel checkout clerk confirmed that.
I would not stay there again because we were not told the truth regarding the repair. Three times, Ms. How called and three times, she was told someone was on the way up from engineering.
On the fourth time when I called, Rainier said the same and I said I did not believe that because they had not come before when we were told someone was on the way up.
He asked if the Do not Disturb sign was on the door and I said NO. We checked twice.
He asked if someone was sleeping. I said NO. I was working on my laptop submitting reports the entire time. Ms. How wanted to sleep, but was afraid as soon as she fell asleep, someone would knock.
NO ONE KNOCKED. We called for over an hour. We were told three times someone was on the way.
Either, they got lost, got distracted, went to the wrong room or they did not tell the truth. Either way, I was awake. The TV was not on. I could hear the neighbors' bed banging against the wall when they sat down. The hotel walls are very thin. If an engineer had knocked, I would have heard it. The Do not Disturb sign was inside hanging on the closet door.
I would not recommend this hotel.
It is clean, it is nicely decorated. The restaurant Primrose is good, but not great. There is a Starbucks. It is near the edge of the strip and is easy to leave for the State Parks or the airport, but not much else is a win to get a score over 3. read more