We booked our stay at Renaissance Las Vegas directly through Marriott.com.
We paid extra for a Club Level, Guest Room, King, City View,Top Floor, Special Benefits - Club Lounge access , complimentary breakfast, hors d'oeuvres, dessert, plus complimentary in room wireless internet, coffee, bottled water and various etc.
We found the hotel self-parking garage easily enough, but access was prevented by a queue of taxis and cars awaiting valet outside the lobby. Ideally, one of the two lanes could have been supervised to allow thru traffic, nevertheless, the parking garage was well lit and had plenty of spaces.
We wheeled our cases into the lobby from the parking garage elevator, and presented a credit card, photo ID and printed Marriott confirmation to the desk clerk. He was polite but not particularly welcoming, he read our confirmation and checked us in.
He presented our room keys and pointed out the location of the elevator, stating our room was on the 4th floor. I immediately pointed out, this wasn't as booked. He stated our booking a Club Level room was " a preference " not " a guarantee ". I informed him I had paid extra for the Club benefits, and would only accept a 4th floor room if my rate was reduced.
He said there are no king rooms available on Club Level, only 2 queens, I replied this would be fine. He then immediately found a king room on Club Level, which we accepted.
Not a great start but I was pleased he took the time to find the room as booked.
We ventured to the elevator and found our room.
It was spotlessly clean and very comfortable, with a nice view of The Strip in the distance.
A coffee maker, fridge and safe, all there, but no complimentary bottled water.
We expected to find a book in the room listing the details of breakfast location, times etc, wi fi, details of amenities such as Business Centre, the bars, food, all the usual things you expect to see.
There was no book, not even a fact sheet. We tried the flat screen tv, which offered up nothing of any help under Guest Services or anywhere else, lots of pretty pictures of other Renaissance locations weren't much benefit.
So I took a walk along the hall and noticed a locked door with people eating and drinking inside, one of the staff approached and I enquired about breakfast. She was very nice and told us the times and said entry was by swiping our room key. She said be sure not to miss breakfast as " there's plenty and very good ". We found the Club Lounge.
Next morning we found breakfast to be very good but slightly lacking in hot items, but plenty of milk, coffee, juices, fresh fruit etc. Really nice staff in the room.
I tried to use the tv internet and found although the tv remote worked the tv functions it would not control the cursor on screen to let us check our flight times. I then tried the wireless keyboard, it was broken or unfathomable.
Live Life To Discover was the motto on my room key, well I discovered the internet was not complimentary, it cost $12.95 plus tax, for a period until noon. So it would be costing me $12.95 for a couple of hours ! It should be a 24hr access fee, setting aside it should be complimentary according to my booking. I also discovered by talking about this in the elevator with a similarly disgruntled guest ( a different complaint ) that frequent attendees at this hotel ( conventions ) hop onto the free wi fi from the Best Western Mardi Gras hotel next door, or from the Siegel Suites. Really !!!
Have a look at the trip advisor reviews for BWMG March 2013, one guest complaining about sketchy wi fi at Mardi Gras received a reply from Best Western apologising " it was because too many people are on it ".
It seems plenty of them are staying at Renaissance !!!
In the lobby there is a vertical flat screen device which should allow printing of boarding passes, it was so slow and unresponsive the guests in front of us using it gave up. So did we.
Knowing there was the same screen in the Club Lounge we went to try it. Similarly, unresponsive.
A very nice member of Club Lounge staff suggested using finger nails, this worked much better. Why not have a sign ? After all that, it doesn't actually work, it just displayed a DNS for our airline. We tried several times and gave up.
We visited the concierge desk in the lobby, no concierge but they did have a sign. It informed us the concierge leaves work at 5pm. We enquired of another member of staff about access to the 24hr Business Centre to try and print our boarding passes and was told it would cost $10 each pass !
Live Life To Discover.
Have I mentioned housekeeping did not make up our room, nor leave fresh towels, replenish the milk, coffee etc, and no sign of the complimentary bottled water ? No I haven't mentioned it, because apparently it was OUR fault.
Housekeeping have a " system ", they make one pass by your room, and if your Privacy / Do Not Disturb sign is displayed THEY DO NOT RETURN. Whether you are sleeping, visiting the breakfast room, they won't come back later after you leave the room for the day.
Housekeeping were in the hallway and watched us walk by them to visit the Club Lounge for breakfast and did not say anything about their " system ". ( Yes, they did smile and say good morning ). Had they done so we would not have put out the Privacy sign whilst at breakfast.
Housekeeping actually saw us remove the Privacy sign after briefly going back to the room after breakfast before going out for the day.
How weird is that ?
Of course, had there been a sign, or a room booklet, we would have known what to do, or put a message on the tv. Instead of that, when you make them aware, they let you know its your fault.
On checking out I asked for a final receipt and noticed a charge of $38 had been applied at ENVY Steakhouse. I brought it to the attention of the desk clerk and he looked into it.
After around 10 minutes he produced a signature from ENVY for Makers Mark, someone had enjoyed a bourbon but it wasn't me. The clerk accepted this and apologised. He actually handled this VERY well, especially as I was in a queue of others.
It was only on parting I noticed the name on the check out receipt was not mine. The other clerk had simply printed out the wrong room receipt. There was no incorrect transaction. I thanked the clerk that solved it for his patience and excellent customer service.
So to sum up....
A really nice, clean, smoke free place to stay.
Mostly really excellent staff and customer service throughout.
Some especially superb staff on reception desk
( Young lady, dark, shoulder length hair, and the young man that solved my billing issue ).
Steaks at ENVY
Good choice of reasonably priced food and drinks at Grill 55 ( $6 Fat Tire Draft, Pyramid Hefeweiz etc), ace bar guy - Romulus.
Really close to Conference South Hall ( as in the same car park )
Right by monorail station ( just across the car park and up escalator )
Large well lit Self-Parking Garage.
Several complaining guests, rooms not being made up, the internet fees, the distance to The Strip further than suggested, the internet fees, one customer very motivated to complain his daughter asked for a single scoop of ice cream at ENVY and he was billed $9 !!! ( he said This is the WORST NICKLE AND DIME EVER ), extra charges for printing out boarding passes, charging for access to the Business Centre ( Free in a $60 Hampton Inn ! ), thin walls ...and the internet fees.
With the location of Renaissance being perfect for Conventions, with a steady stream of attendees, I'm guessing management are relying on business customers charging everything on account to their employers. Not worrying that many are having to pay for some of the extras themselves, and are quite angry about the extra charges. They may never come back and will tell others.
It seems management have some fine staff, but some poor systems and practice, which the staff constantly have to work hard to smooth over and keep customers happy.
Listen to the complaints.........your guests have to !!!
A Step In The Right Direction...
Give guests what they pay for when booking ( room type, free internet, bottled water, etc.
Have Housekeeping check they make up the rooms.
Stop charging for internet.
Stop charging for printing out boarding passes.
Update the tv internet, replace it with something better.
Sound proof the walls.
Put some information in the rooms!
- Official Description (provided by the hotel):
- The Renaissance Las Vegas Hotel celebrates everything that is distinctive and unique in Las Vegas. For the independent traveler who values originality, Renaissance is the only hotel brand that inspires and provokes its guests to discover something wonderfully new and different—each and every time they stay—so that no business trip ever feels routine. Located just one block east of The Strip, mere steps away from the Las Vegas Convention Center and Las Vegas Monorail; we offer direct access to all of the action and a peaceful night’s sleep to follow. As coveted location for the convention delegate, we make your trip home after a long day easier on your tired feet. Designed to champion effective meetings and events, the Renaissance Las Vegas Hotel provides highly perceptive services and precise execution to ensure the success of everyone involved. ... more less
- Reservation Options:
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- Also Known As:
- Renaissance Las Vegas
- Las Vegas Renaissance