A 4 Star Property and Price... But do not expect a 4 star service, because you will be disappointed. We stayed in this hotel for two nights. I reserved the room for two adults and 8 years old at their website. It did not give an option with two queen beds, so I got the King bed... In the comment section I requested to be accommodated for 2 queen beds if possible or provide a roll away bed. We drove there from Orange County and got there late at night because of traffic. We called them on the way there to make sure the room would be ready for us. They told us that they cannot provide us with two queens bed and they will charge us $25/night extra for the roll away bed. My first problem This goes back to something I've notice most hotels do recently. They ask for number of guest staying in each room, but they would not tell you that they will charge extra for the 3rd or 4th person. Basically they do not disclose properly, and then they charge you at the end. To me, when I disclose that there are 3 of us, they have to either: 1. Provide us two queen beds. 2. Provide us with a King bed and let us know upfront that additional rollway bed would cost us (especially that we reserved the room for 3 people). 3. Provide us with a king and a roll away at NO COST.
Any way after going back and forth they said that they will give us the roll away free for the first night only. At the checkout, I noticed that they charged us for both nights... so I went to the front desk and told them about the promise we got on the phone... The guy that apparently was the manager completely got defensive; stepped back from the counter and in a very rude tone started arguing with me that I made the mistake the way I made the reservation. I wish someone would tape this guy; a perfect training material for customer service training "for what not to do". After arguing with him for about 30 minutes, he refunded me the roll away bed charges. Then there were their Valet service... very unprofessional... Other staff where not any better… from rude bartender to other staff giving wrong directions. Oh and one more thing, the package would come with breakfast... There was a buffet (scrambled eggs, Sausage and Bacon and some 7/11 quality sweets)... Not worth it. They could not accommodate the crowd of people for their breakfast so they moved us to a conference room for breakfast!!! We have to walk 10 minutes to get there from where the buffet was setup... One last thing I need to mention: we got our plate and went to the conference room to our table... There was not enough seat, we had to wait for another family to leave so we can sit... I could not find a clean glass for the juice, so I asked for one and the waiter used a dirty glass that was on the dirty dishes... Good thing I saw what he was doing.
- Official Description (provided by the hotel):
- A Mediterranean-inspired oasis in the Southwestern desert, Lake Las Vegas infuses a dramatic setting with unimaginable luxury. Ideal for professional retreats, family vacations, and romantic getaways, this spectacular resort entices travelers from across the globe with world-class golf, soothing spa treatments, and unforgettable cuisine. Located in the heart of beautiful MonteLago Village, dining and activities. ... more less
- Reservation Options:
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- Also Known As:
- Ravella At Lake Las Vegas Hotel Henderson
- Ritz Carlton Henderson
- Ritz Henderson
- Henderson Ritz-Carlton