My wife and I along with another couple booked two rooms for three nights at the Tropicana for what should have been a relaxing weekend. Upon entering the rooms we noticed our room had no towels and our friends room had only one dirty towel, a used bar of soap and trash in the ice bucket. We called for house keeping and the bathroom oversight was corrected in a timely manner. We also called and requested our luggage be brought up and were told it would take 20 minutes. Over an hour later, and only after placing a second request did our luggage finally arrive. This was after 10:00pm on a Friday evening, and very few people were checking in or out at that time so it seemed rather peculiar that our luggage would take so long, never-the-less we brushed it off.
Trying to sleep that night was not easy. we were very tired from our long trip so we chose not to request that the bed be re-maid due to the fact that the bed was short sheeted. Also, because all the pillow cases were too small for the pillows a good portion of the pillows were exposed. Just imagine how many heads laid on those pillows without a clean, proper pillow case - gross! Sleep that night was fitful at best. The second night I got up at 3:00am to use the bathroom. Upon returning to the bedroom I noticed something on the bed and turned on the light. It was a bug so I grabbed a napkin that was on the nightstand and picked it up. This was a bed bug, and it was filled with fresh blood that left a very large stain on the napkin when I squished it. To say the least, my wife and I were in utter shock! What happened over the next three hours was almost surreal. The clerk at the front desk told me "to be honest with you we've had many complaints like this in the past, before the remodel." The security supervisor said "we can't control the bugs." and the security officer assigned to us couldn't get his camera to focus when he tried to take photos of the bug, so I took the photos for him! I was then told that the only way I could report this If I filled out an accident report, so, at 4:15am I filled out the report including describing the incident in "my own words." We were then offered a new room and a reduction of one night off our 3 night stay. Wanting nothing more but to go home - but being exhausted, we accepted the new room. So - we then had to go back to the room pack up all our stuff and wait for the bellman. After the security man called a second time for the bellman he finally showed up - without a cart. Eventually by 6:00am, we left our 6th floor room with a view of the strip, and got settled in the first floor room with the roar of the ventilation fans just outside the window. This room also had pillows sticking out of the ill fitting cases - plus - the TV in this room would not bring in most the of the channels!
The last night we just couldn't sleep because we kept on checking for bugs! Three nights at the Tropicana without sleep, without relaxation & without satisfaction from management! We were told by every employee whom we encountered that they have done everything they can for us and to talk to Heather Katz risk manager. When we checked out at 10:45am and asked for her we were told she was at lunch so we had to leave a phone message for her as nobody else was authorized to help us in her absence. Heather did call us at home the next day. she actually had the Gaul to request that we send her the bug! She clearly was not interested in putting our satisfaction first, her concern seemed only in analyzing the bug. We asked for nothing in compensation from anyone at this hotel, and what they gave us was the big run around, and one nights refund for a ruined 3 night stay. What totally pathetic customer service!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your feedback. As Mrs. Katz informed you the day prior to posting this review, the room and all surrounding rooms were confirmed negative for any bug activity. I also apologize that you feel we have not communicated with you. According to our phone records, Mrs. Katz called Mr. G less than a minute after the first voicemail was left and later that day Mrs. Katz did speak to Mrs. G for about 20 minutes.
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I am glad that while you were in house you did decide to accept the room change. I am also happy that our Security went above and beyond by escorting you to the new room and even dismantled the bed to show you it was clean. Again, I would love to be able to reach you so that we can do what we can to keep you a happy guest. Nicole Marshall email@example.com
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.