The reviews and ratings for Red Rock set a high expectation for our trip to Las Vegas. My husband and I arrived right on time for check in and were immediately met by the valet and had a quick check in; this would be the high point of the entire stay at the Red Rock. Overall, the casino and restaurants at Red Rock were great; the hotel aspect was extremely poor. We did get the canyon view as requested; however, the sink and bathtub were dirty and had black hairs all over them. In addition, towels and a bathrobe was missing from the room. Obviously not pleased with the room condition, we went back down to the front desk to let them know and have the bathroom cleaned. The hotel staff fixed the problems while we explored the casino and grounds. By the time we had finished dinner at LBS, which was wonderful, the room had been cleaned. I was still hopeful that the incident was a one time thing and the rest of the trip would be better - I was very wrong. The next morning we discovered the shower leaked, as in water flooding the bathroom coming from the base of the shower stall. It was a mess. We were gone from Red Rock the entire day and upon returning late, we decided not to call about the shower until the next morning. I noticed the bed linens were not changed, the pillows were all over the floor, and the bathroom supplies thrown on the counter. The next morning, after dealing with the flooded shower, I called the front desk and informed them of the issue. I got an "Oh, OK." and that was it. I asked for additional towels and the bed linens to be changed. Not that complicated. When we returned to the room in the early afternoon, the linens were not changed, they did not leave extra towels, and there was a note from the hotel workmen people staying the shower head was fixed. My husband and I were very frustrated at the complete lack of anything being accomplished that we asked and decided to work off some steam in the fitness center. The spa and exercise area are fine - nothing too special. I called for additional towels (you only get two of each towel) for our flooding shower so we could get ready to go out that night. Housekeeping took about a half hour to bring them, but at least we would not have to worry about slipping around. We took showers and each put on a bathrobe provided by Red Rock. Note - I had been using one robe for a short time each morning and the other had not been touched. My husband grabbed the one I had used and put on the other. We hung out in the room for a couple of hours while getting ready. When I went to change into clothes, I took off the bathrobe and to my absolute horror notice the robe was actually dirty. This was the extreme tipping point for my experience; on top of all the other issues, I had just worn a dirty bathrobe. I went down to the front desk immediately. I started speaking to an employee who directed me to the manager almost right away. I calmly explained all of the issues to the manager who offered to have us change rooms. We had to leave in order to not miss our show so the manager said she would be working until midnight. My husband and I returned and the manager offered a room change and "upgrade". I wanted a shower that did not flood the bathroom so we said we would switch. The manager assured us the head of housekeeping had personally inspected the room. This was very comical because when we got to the new room, there was no soap or soap dish. Also, the room was dusty and there was a wad of gum stuck to the minibar pricing sign. And, even though I had placed the "do not disturb" on the old room, someone had come into the room to get the dirty bathrobe. The new room was larger, but it contained the same exact furniture as the other room, so really it was just some empty space from the door to the bed. I feel like perhaps some furniture or something was missing from the room. It was very late when we got to the new room so I did not call about soap, and I thought it would be brought when the room was serviced the next day. Nope, I had to call to get a bar of soap and a soap dish. I am shocked at the complete lack of cleanliness and quality for the cost of Red Rock. I was sure at check out we would be compensated in some way for all of the issues, but we were not. No apology even. We most likely will not be staying at Red Rock again after this experience. I did book the trip through Orbitz, I am unsure if that is considered derogatory by Red Rock, thus resulting in our receiving service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to post your review here on trip advisor. Please accept my sincere apology for falling short of the your expectations and for the experiences that you had. If you could afford me the courtesy, I would like to discuss it in more detail.
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Travel Safe and Travel Often,
John Anderson, Vice President of Hotel Operations
Red Rock Casino ● Resort ● Spa
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.