This will be a little of a long review. This was my first time in Vegas, and we prepared months ahead to ensure that we had an amazing time.
Reading all the fabulous reviews about the Tropicana and the details and attention they have towards their guests, we decided to give it a shot. I started exchanging emails with Nicolle Marshall, guest relations manager, explaining to her that we were getting married and that I wanted to treat my wife to an special week in Las Vegas. Since I read that so many guests got upgrades and gifts for this special ocasion, she was kind enough to offer us a free upgrade upon availability.
Lets divide this review into different aspects:
Check in: Quick. Theres always a little line of people but nothing that will keep you waiting for more than 10 min. Upon check in, we were told that there was nothing available for an upgrade in the paradise tower (which is the one on top of the casino) but that we were gonna get a mini suite in the island tower. I like to walk, and the first two times we walked towards our room we were fine. But after the second time, it gets annoying. It is definitely a long long walk, and it feels longer if you've been walking all day. We were located in the first floor, last room.
First night went by, and exactly at 7:45 am in the morning the construction of the new club (Nikki Beach) started. Someone with a motor drill was right outside our window drilling in a way that it felt he was inside with us drilling the bathroom. Needless to say I WALKED all the way to front desk and complained about it, and we were told that if we wanted to relocate to the paradise tower all they had to offer us was a regular room.
Of course I took it cause id rather stay in a smaller room without the noise of a construction outside my window. We were offered our first night on them, a nice detail I guess, but I didnt get my sleep after that.
Cleanliness: The rooms are nice. Clean. They can improve the bathrooms a little more, since they look old. But in general the renovations in the room are really nice, Nice TV, ipod dock, and cold A/C.
Casino: Small, to me it was great cause since Im not a gambler, I could just walk around between the few tables they have and gamble here and there. One thing to note is that if you are playing slots, you will rarely be offered any drinks, as a matter of fact there were 2 times that I couldn't even see or find someone to ask for a drink. On the other hand when I was playing roulette and poker drinks were flowing all the time.
Costumer service: Excellent. To me the nicest people in the hotel have to be the valet service, Outstanding, nice people that are always ready and running to get your car. People in check in were really nice as well.
Food: We only had the chance to go to Cafe Nikki for breakfast, we got there around 10:15 am to find out that we had to wait 15 min to be sat, not because there were no tables (half the place was empty) but because they didnt have enough servers at the time. I was bugged by it. I wanted a nice patio table (there were like 6 open tables there) and I was told by the hostess that patio wasn't open anymore, that we had to wait for something in the dining room or we could just self sit ourselves at the bar. Needless to say, we sat at the bar, the breakfast buffet was great with really good and fresh food and at a decent price (16$). It really got me thinking why would you only have staff for half a restaurant and make people wait. Its just not my style to have breakfast at the bar, but then again, a lot of guests had to sit there in order to get quick service. Bartender was super nice. I cant give a review on the rest of restaurants since we didn't eat there.
Rooms: The regular room that we had to get in the paradise tower, was between 2 suites, connected through doors. Which means if you have no luck and someone decides to throw a party, you are in for a long night. Luckily enough only one night we were bothered by noise coming from one of the suites, but be aware of this.
Pool: Small nice pool, with people always offering you towels and making sure you are having a good time. Nothing outstanding, but im sure when the renovations are over is going to look much better.
Check out: When we got to the check out, this lady handed me the final bill, which didn't have the first night that was i offered off. When i pointed this out, she said that there were no notes on it, and looked at me. Of course i asked for a manager, which came out immediately and was really nice and helpful. He just asked me for the name of the manager I talked to. Thankfully i remembered the name, but im so distracted that normally i tend to forget names, so be careful and if you talk to a manager or costumer service, make sure you remember the names of the people you are talking to. He then took off the night and offered us to waive the resort fee for all the hassle we went through.
Conclusion: Tropicana is a nice hotel, with nice rooms and great costumer service. Sadly all this reviews saying that you get free stuff and upgrades, on my personal experience, didnt happen at all. All we got offered when we were walking to our room the first night was a "complimentary dinner", which we accepted, only to find out after more than 20 min talking to an asian lady that could barely speak english, that we had to attend a timeshare exposition the following day at 11am, and then find out that they were completely booked, so we wasted our time, their time, and we got no complimentary meal.
My final thought is that you will have an average experience at the tropicana, with nice rooms and smiley people, but after my first time in Vegas, i realized that for the same price, or maybe a little more, I cant get a room in a much bigger and better managed property. All we got for our wedding week in Vegas was a waived resort fee, and a free night because there was a construction outside our window, otherwise, it would've been a regular hotel stay. No upgrade to a suite, no free tickets, no coupons (they were out of coupons books...really? in vegas?), not even a coupon for their comedy club.
No hard feelings at all cause at least we got a clean room and nice service, but I won't be staying in tropicana next time I go to vegas. As for Mrs. Marshall, I emailed her the day before our check in to confirm everything, got no answer, or no follow up on our stay.
Keep up the work. communicate better with your guests, finish those renovations, and im sure that the Tropicana will be a much better hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.