Stayed for my wife's birthday in June, 2012 at Palazzo for 5 nights. Booked over the phone through a service representative for Palazzo. She convinced me to upgrade to Prestige. It was well worth it. m The food and service and privacy with Prestige level service is excellent. The room was great, upgraded view of strip was outstanding, square on to Mirage. Great food, great service. Between the Palazzo and Venetian, you never have to leave the hotel. Everything is there. Housekeeping, concierge, restaurants, pools all great. Casino at Palazzo was just OK. A bit small but Ok for me.
Canyon Ranch Spa is outstanding. Even if you don't get a massage, facial, etc., the spa alone with the Arctic shower, steam room, various showers with fragrances, etc. is well worth the reduced 20 dollar fee.
I also joined Grazie. The program is very clear in terms of what you need to move up in levels. Overall a great experience. More than what we expected.
The experience was so good the first time, I booked again for three nights (Nov 22 - 24) with Prestige. As usual, when you have an excellent experience the first time, it is hard to get any better. With a couple of caveats, the excellent experience continued. Same excellent service at check in. However, we were put in a room that did not have a view of the strip. In other words, it was not an upgraded view. I wasn't 100% sure about the upgraded view until the first morning when I didn't get the paper. I inquired with the concierge and she told me the rating had not been provided. At that point, I decided that Peter who had checked us in, whether advertent or not, had put us in a room without a view (hotel was not that busy so doubt whether the rooms with a view were full).
As I was busy, my wife went down to the 23rd floor Prestige level and complained. The concierge was very understanding and immediately volunteered to move us to a room with a view. That happened that same morning. The view was outstanding, albeit still on the 26th floor. A bit inconvenient to ask for the move and more importantly, should not have been required. If we are paying for an upgraded room with a view, we should not have to guess if we got it. There are many other hotels in Vegas that while not as good are close (Wynn, Encore, Aria, Cosmopolitan).
Another reason I choose Palazzo for our return trip was based on my bill to the room and gambling, I was relatively close to Gold level (20,000 points) and was confident that the combination of my room charges and gambling would put me over the 20k mark. That in itself would be the winner of a coin toss about where I would stay next time (Easter 2013 for 5 nights with 2 other couples - 3 rooms).
The rest of the time there was great, as before. We stayed over the weekend and Valentino's suplied the food on Friday and Saturday night at the Prestige level. It was excellent. The breakfasts give you a large choice of dishes, all for the cost of the extra $100 (actually 80 dollars since they waive the resort fee at Prestige level).
The only other complaint I had was on check out I reviewed my Grazie account and for some reason my room charges were not put through. I asked at check-out if the charges would go through ($1,400 worth including several excellent meals at Morels and Valentinos). I was assured they would. I am back for 3 days, still nothing. As a result, I am below the 20,000 point level and may not qualify for Gold level for next year. On checking in the last day, my point totals are gone completely and there is no listing for anything on what status I am. I called on Tuesday and was told that if any credits would go through, it would take a week. That was not my experience the first time.
It may not seem like much, but I was looking to move up to Gold level and enjoy even more comps and the like. I am also an M LIfe (gold - one level below Platinum) and Red Card holder and get offers all the time from those casinos.
If I had made it to Gold at Grazzie, for sure I would have convinced the other two couples to stay at Palazzo. While it seems trivial, now that I didn't get credit for my hotel charges to Grazie, I will look at Aria (really good offers this week - under $100/night), and Wynn/Encore for Easter.
So, would I stay again at Palazzo? Probably, but I will also look around as the offers at Gold level for Palazzo would make it a slam dunk winner over the other casinos for price and value. Without Gold level and the upgrades, etc., the value is not as easy to justify given the price when compared to the deals Aria and Wynn/Encore are giving.
Am I being a bit picky because I didn't get my upgraded view? No. That should be automatic. We shouldn't have to ask for it. My wife talked to someone else who got Prestige and the same thing happened to him. He did not complain because it was too inconvenient to move.
Am I being a bit picky because I didn't get the Gold level? Maybe a bit. But that was my expectation I would get it. I did the math. I spent the money. Something happened and I am at the same level at the end of year as I was at the beginning.
Sorry for the long story. The hotel and everything is great. There are few thinigs that need fixing and it will stay great.
Take Prestige. Well worth the extra cost.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for the privilege of hosting you during your birhtday celebration! Congratulations on this special milestone and I am pleased that The Venetian | The Palazzo enhanced and contributed to your celebration.
I am particularly pleased that you enjoyed the service provided by Prestige at The Palazzo. Prestige provides the next level of luxury here at the resort and it sounds like you took full advantage of that.
Thank you for your very extensive review and providing so many details and insights. I am particularly thankful that you took the time to recommend Grazie, our hotel loyalty program. Grazie is a wonderful way to be rewarded for your loyalty.
I am pleased that you enjoyed our opulent suites and indulgent service. Still, I am disappointed to learn that your visit was not a complete success, and apologize for the miscommunication you received regarding all Prestige suites having guaranteed view of the strip. I am pleased to hear that Prestige was able to move you to a suite with a better vista; however, I apologize for the stress and inconvenience you experienced in the process.
Grazie status points earned on a particular stay are posted to your account about five to seven business days after you check out. I am especially disheartened to read that you account seems to not be reflecting your points at this point. As you know, TripAdvisor reviews are not easily linked to your reservation and therefore I cannot easily find a way to contact you; however, I encourage you to contact our guest relations office directly so they can further discuss your situation and ensure that your points are properly credited so you will have the Grazie Gold status that you earned. Rest assured that I want the opportunity to earn your future loyalty by rectifying this situation for you.
Thank you for your review on TripAdvisor and I anxiously anticipate many more opportunities to serve you during future special occasions.
VP of Hotel Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.