Every time I have interacted with the staff at the Palazzo, the end result has been "no". Let me explain. When I originally made my reservation, I specified that I'd like a king-size bed. A week before I arrived, I called and verified that my reservation specified a king-size bed. Tonight, when I checked in, I was cheerfully greeted and told that my room with two queen-size beds was ready. After bringing up the fact that I am a large 6'6" man, the desk person checked and told me that there were no king-size beds available but, I was told, it's just as long so I should be fine. During the search process, I did overhear a telephone conversation that a higher category room did have my requested bed, but I would not be upgraded. I asked if there was anything they could do, and was told "NO." So, it's small-bed hell for me. As a measure of compensation, the front-desk receptionist offered me two complementary drink coupons (well drinks, domestic beers and house wine only).
In the back of my mind, I keep hearing Jerry Seinfeld say "anybody can TAKE a reservation, it's HOLDING the reservation that's important." If the Palazzo hadn't lied to me during any of the pre-arrival contacts I had with them, I could have easily found an appropriate room elsewhere...say at the Wynn right across the street. But no...
I took my room key, two complementary drink coupons and suitcases across the crowded and smoky gambling hall on the way to the elevators and decided to stop in the gift shop to see if I could exchange my drink coupons for a bottle of water. Once again, I encountered a resounding "NO", and was directed to a round bar back in the gambling area, staffed by one (1) bartender engaging a patron in conversation, while five or six other thirsty customers smoked and waited for service ahead of me. After five minutes, I gave up and decided I could go without water, and left for my room.
When I entered the room, I found a threadbare and filthy example of Las Vegas hospitality. Honestly Palazzo, is this *really* your best effort? Really??? I've taken pictures and posted them here, but to describe what I found:
- toenails under the desk. Nice that the previous guest left me a welcome gift, and that housekeeping preserved it so well.
- some type of bodily secretion on the arm of the couch. Hmmm...could it have been a boy or a girl?
- couch upholstery coming apart. Hey - I'm not a one percenter, I don't deserve a good couch.
- a pool of sticky substance on the marble divider between the room and sitting area. I keep thinking I should see if it really tastes like Tapioca!
- and more that I didn't capture in pictures (sticky drink rings on the desk, sticky hand prints on horizontal surfaces)
Lastly, I had found out that Tim McGraw and Faith Hill were performing the night I was going to be arriving at the Palazzo. I'm really not a huge country music fan, but thought that since I was going to be in town, it would be a nice show. When I went to the website three weeks ago, it indicated that all seats were sold out and that there were NO tickets for me - so I made other plans. When I checked in tonight, there was a sign on the front desk informing customers that tickets were still available. I guess all the scalpers and high rollers didn't want all the tickets after all, and they were trying to sell off the scraps. Well, thanks to Palazzo for helping me to save some money.
In summary, I'd advise you that, if you're a "high roller", you'll probably get a nice clean suite, tickets to whatever show you'd like to see, and first class treatment. However, if you're part of the great unwashed (like they perceive me to be), your reservations will be ignored, Palazzo employees will recite "NO" every time they see you, and you might or might not get a chance to see a show (and maybe hit the jackpot and get bonus toenail clippings). Personally, I've decided to invest my first two hours in my Palazzo room writing this review, and will spend the next four hours gambling across the street at the first hotel I come to that isn't the Palazzo/Venetian. Frankly, I'm astonished this place has received so many positive reviews - it seems to me that they've really let things slide since I was last here about three years ago.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to share your experience. I understand that there are many travel options when visiting this city and I sincerely appreciate and thank you for choosing The Venetian | The Palazzo to host you during your most recent visit. I am very disappointed to hear that your visit was not a complete success. Please accept my apologies for the dissatisfaction you experienced during your stay.
I also apologize about the lack of service that you experienced at one of our bars. It concerns me deeply that you were not provided personalized Unmatched Guest Service at the bar as is our standard here at The Venetian | The Palazzo.
It concerns me deeply to learn that the condition of your suite did not reflect a level of exceptionality. Since you are currently still here at The Venetian | The Palazzo, I have directed a member of our management team to reach out to you regarding your concerns.
Again, I apologize about the challenges you have experienced so far and I want to assure you that we are going to do what it takes to resolve the challenges you have now brought our attention.
VP of Hotel Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.