Our one week stay at the Tropicana was so mixed it's hard to give a rating, with the few excellent points countered by some very bad ones.
We were traveling to Vegas from the UK to celebrate our wedding anniversary, having married in Vegas five years earlier. We initially looked at the Cosmopolitan in January 2011 when the prices were still reasonable, but were put off by the early bad reviews. The Tropicana refurbishment was getting great reviews, and appeared to be offering an experience far above its price. Having stayed at the Mirage and Treasure Island on two previous visits, we decided to try The Tropicana for its south strip location. Tropicana prices were also lower in January 2011, especially when taking advantage of the 30% discount available on a Paradise suite at the time of booking. I specifically wanted a Paradise suite for the strip view and location at the front of the hotel.
I had some concerns after booking as the confirmation email only listed one room booked, not the type of room or cost. I called the hotel and a very friendly lady named Linda confirmed prices and that we had a Paradise suite booked, and also congratulated us for our anniversary that I mentioned in the booking notes.
Shortly before our stay I received a 50% off deal for the Cosmopolitan, matching the Tropicana price for a week stay, but as the Cosmopolitan still appeared to have service issues and the Tropicana was getting great reviews we stuck with our reservation.
On Arrival at the Tropicana at 2:30pm the check in staff worked for several minutes at her computer before disappearing into the back office. She returned after a few minutes and said she was very sorry, but there were no Paradise suites available. I asked if they could upgrade us to the next available suite, but was told there were no suites available. I explained that we were in Vegas for our wedding anniversary, from the UK, and our booking had been confirmed, and this was unacceptable. Off the Lady went again to the office, and returned to say there was nothing they could do about the room today, but we may be able to get a suite on Saturday or Sunday (check in was Thursday). The best the Tropicana could offer at that time was a $100 dining credit and a "mini suite" that was actually a Deluxe Plus room (I looked on the Tropicana web site) with a view of the airport. I asked why there were no suites available when we had booked in January 2011, and was given a rambling and confusing story that included a large booking by a gambling organisation, rooms undergoing repairs, high booking volumes and rooms allocated at check in. The impression we got was that we had been bumped from a Paradise suite as other customers who booked after us were more important. I was tempted to leave then and go elsewhere but my wife preferred to give the hotel a chance to sort our the room.
On Saturday there were still no rooms available, so my Wife's sister who had stayed for two nights spoke to the check in desk, then a manager, about our problem and her housekeeping issues (very dirty toilet from previous guest and rubbish left in room). She lives in LA and works as an event organiser, and seemed to have a lot more success than us. She explained to the manager she was disgusted that the hotel treated so badly when we were visiting for our anniversary, and intended to take the complaint much further on her return to LA. The manager became a lot more helpful, offering us a Spa suite on Sunday and 50% off our room until we got a suite. We were told to ask at midday when the suite should be available. We were still told by every staff we spoke to that we were already in a mini-suite, to which I pointed out it was a Deluxe plus room.
On Sunday we asked at midday if the suite was available, and were told it was not, and to return an hour later. We left the hotel and returned at 2:30pm, and the suite was still not available. I was asked to return to the check in desk at 3pm, when it was again not ready. This time the check in staff said I could just call down in 30 minutes, rather than have to keep returning to the check in desk. I called at 3:30, suite not ready, but this time I was told we would get a call to our room when the suite was available. We recieved the call just after 4pm, and then waited a few minutes for a bellman to help us with our cases.
The Spa Suite we were given was much better than Paradise suite we had booked, though there were a few issues with instructions for the Jacuzzi and other features being out of date and not matching the controls. The suite was also obviously intended for a short stay, as there were no draws to put clothing in.
The rest of the hotel was better than our room experience, with the renovations giving the hotel a brighter appearance than the dated gloomy decor we saw on previous visits. The pool area offered some very nice gardens, but the pool itself was so cold I only used it once.
Hotel restaurants were mostly good, the Biscayne steak house was excellent and Cafe Nikki had good food but some long waits for the empty tables.
At check out the $100 dining credit was not applied to our bill, so I had to ask the staff to read the notes on our booking to find mention of it. I also believe the 50% we were given off our room for three nights was either based on the current price of a Deluxe Plus room or not applied, as our final bill was $100 lower (the dining credit) than the original price from January 2011. We expressed how disappointed we were with our treatment when asked how our stay had been, but the staff had no interest of taking our complaints any further.
While I appreciate that the Spa Suite we were given half way through our stay was priced higher than what we had originally booked, our treatment by front desk staff was very poor. I would expect the booking problem that we experienced to be escalated to a Manager who would have dealt directly with us, not stay in the back office while the desk staff dealt with annoyed guests. We felt unwelcome at the Tropicana, and also annoyed that staff tried to continually tell us we were in a suite, as if this would make us stop bothering them.
During our previous Vegas stays at the Mirage and Treasure Island I had asked for an upgrade on arrival to a high floor strip view room. While not expected, both times the wonderful staff gave us the requested upgrade for free, even waiving the $30 a night charge at the Treasure Island. Treatment like that makes a guest feel welcome, and happy to return.
We would not return to the Tropicana, or recommend it to anyone we know. Having read glowing reviews from previous guests who received free upgrades or meals for their birthdays, we can only surmise that the Tropicana's new popularity has made them forget that every guest is important.
Call shortly before your stay to confirm your room type and price. Then keep your fingers crossed an...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.